The ease of use; it was really easy to learn how this product works with our organization's needs/wants in mind! There are no downsides at all thus far. I would say there could be some improvements made regarding the design aspect of the app (but they're working hard) - however nothing major so far. Keep up the great work guys!! We've been able to improve customer service by having access to historical data as well as being able to easily communicate internally between departments within my department. It has also helped us track compliance very efficiently.