I like that you can access anyone in your factory or repair shop through this system very easily compared with other systems out there today where it is hard for an employee without technical training at all to get help from others who are specialists within their field.
The biggest downfall would be if they start charging too much money when using them but then again everyone has these days right? It also takes some time getting used to since its not something any manufacturer should have trouble learning how to use even after paying close attention during demo's before purchasing. We needed somewhere easy enough so our employees could upload pictures and documents pertaining repairs we were making and send those directly back along side invoices.