The ability to create custom workflows are what I like best about roll! You can use this tool in many different ways depending upon your needs/wants as far customization of forms goes too!! It's not that it doesn't have any downsides but they aren’t really anything major either so if you're looking at using or considering rolling then go ahead with them because overall all their support staff was very helpful when we were first getting started out.
Customizing our own processes within an organization has been super easy through creating new flows (or even just changing existing ones).