It has helped me automate my job in an easy way, it's like having your own personal assistant who helps you with all of those repetitive tasks that are so time-consuming to do manually! The customer support department could be more proactive about their product features but I think this will improve as they continue adding new products/features over future releases (which we're looking forward too!).
There aren't many downsides at present - perhaps some customers might have issues if using certain versions depending upon what version was used when creating them? However these can usually been resolved by updating any customisations made during set up / configuration etc..