The ease of use, customization and reliability of the system. It's fully integrated with all our other systems which are very helpful when you need to track the status of a request in more than one program. It's also easy to add new modules/programs as we have done so over time. There is nothing I dislike about this product at this point. We have been using it for several years now and it has worked flawlessly for us. We were able to integrate our other programs and get an instant return from our customers.