I liked that we could customize mass communications easily using information already in our bridged databases.
Somewhat clunky program. Access to a lot of information and ad hoc reporting, but knowing where to find the information you need can be a challenge.
Large amounts of emails received, needing to "spread the wealth" automatically to multiple users, while customers can use one email address. The most beneficial aspect, though, was the mass communications. Frequently we had to send communications referencing specific items in our databases, and the ease with which we could if/then tailor the communication by customer type, age, location, assigned office representative, etc. was phenomenal.