The ease of use, customer service is great! I have been using this software for about 2 years now and it has never let me down. It's easy to navigate through all aspects of my business insurance needs. There are no downsides that i can think of at this time however there could be some improvements with regards to billing or reporting options. This product is awesome and should definitely be considered when selecting an insurance program. We've saved money in our office by having better control over claims and payment processing.