Configurability - We have designed each and every service management process from scratch such as case registration, job allocation, technician visit, cost estimation, customer feedback and job closure. Ease of use - We work with a lot of non-tech-savvy staff. The solution requires only minimal training. It is very intuitive. Process enhancements as part of continuous improvement can be easily incorporated (e.g. changes to existing workflows or creation of new ones)

Out of the box customer portal was not useful for us - too many system limitations. Does not seem to be a focus area of the solution. Limited (implementation) partner selection - We are lucky to have an amazing partner. But depending on your region and requirement it might be difficult to find partners of certain categories, especially Tier 1. Multiple updates per year - this is generally a good thing. However, if you are using their cloud solution you are forced to update within a certain time. While this makes a lot of sense from an information security point of view, the value add (from a business point of view) considering the work required is sometimes questionable.