The product is very flexible and offers different customizations depending on our needs. Our project/development team is very knowledgeable and professional which makes deployments, developments and improvements quite painless. Another big benefit is the monthly product updates with new features and bug fixes.

Enhancement requests (ERs) don't have any deadline or can be rejected - that being said, a lot of the enhancements we requested via the Basware Service Portal have seen the light of day eventually, though they can take quite some time to be implemented. It is good to mention that ERs are a free service, not to be confused with Change Requests (CRs) which are paid consultant work with much more timely implementation. Sometimes Service Now tickets can take a while to resolve or may need to be escalated. The good news is that an escalation to the CSM will usually produce the needed progress on the cases. Coordinating the work with the Basware Consultants outside of implementation projects can be time-consuming without a Planned Optimisation Service - it is almost a must, but on the other hand it is a worthwhile investment if you are focusing on process solution optimisation and/or enhancements, and can be used to complete CRs in most cases.