It's very easy to use as it doesn't require any technical knowledge or expertise from you at all! The interface looks great too which makes everything look professional in no time with minimal effort needed by our staff members who are not tech savvy whatsoever (but they can be trained!).
I would say that there isn’t much room for improvement but maybe adding more features such like reporting capabilities? We have been able so far solve most of their problems without having an IT department backing us up though we did outsource some functions since this was part off business requirement - however nothing significant has happened till now except minor issues here nthere where one needs help when solving them quickly & efficiently.