The ability to have multiple vendors under one roof which makes it easy when you need service from more than 1 vendor, that's not always possible with traditional utilities companies! It would be nice if they could do some kind of cost analysis report so we can see where our spendings are going as well in order make better decisions about who or what services/vendors should receive priority attention at any given time (ie customer support). We use this product primarily because its very customizable allowing us flexibility without having too much overhead associated wirth using other products out there such as RightNow etc..