I like that they have very clear pricing models, allowing us to know exactly what we are getting into before making any decisions. They also have good customer service, responding promptly to emails and phone calls. We had previously used them for our desktop support needs which worked out great but did not extend much to other areas. When we moved over to a new CRM system with less robust features we realized how limiting they were. They do take time to train users on new systems but once they get comfortable with it everything runs smoothly. I think their biggest problem is that they sometimes don't understand that some applications require more training than others. The benefits outweigh any difficulties we've experienced with them. The best part has been their ability to train multiple users simultaneously.