The fact that we can use this tool for multiple clients within our organization has been great - it allows us to easily share information across departments. I wish there was more customization options available so that you could set up your own templates or add new fields as needed without having to request support from the team every time. I have to ask them each time since they don't provide many of their own default fields which is frustrating when trying to figure out what's going on in other accounts. We are able to quickly create reports about different aspects of client data.