What do you like best?
The platform is pretty sock-solid overall and the user base is great. Until the new built-in Viewer, we very infrequently had a lot of tech support calls for straight-up BUGS. Even lawyers can quickly figure out how to view records and tag stuff. I remember trying to teach people how to use Summation, Concordance, CaseLogistix, iConect, Ringtail, Ontrack, all sorts of stuff. *I* think the interface is fairly basic, slow, and looks like someone in an Intro to HTML 5 class programmed it. But you get an attorney in front of it who barely knows how to check their own e-mail and they're reviewing documents in 10 minutes, so hats off to that.
I also think Rel has the best mousetrap out there for keyword searching and filtering. Being able to leverage the index AND a flexible combination of field-based filters at the same time is great. It's easy to exclude results of previous searches, and then run some decent looking reports. WAY better than having to search, tag the results, search again, tag results, and then combine and include/exclude tagged sets.
What do you dislike?
The RDC. Most other modern e-disco review applications have much more flexible import utilities that handle various load file formats and multi-page images. Having to arrange fields in a specific order for import is "so Concordance" .. with other platforms, we have utilities that automatically line the fields up between load file and database, allow you to create new fields on the fly, and allow you to simulate the ENTIRE load so you can see critical errors before committing. This allows a lot of automation without the use of KWE files and human intervention.
The production capabilities are coming along, but still are behind the times. 9.2 has some nice features which other platforms already have.
Recommendations to others considering the product
They are the elephant in the room at the moment, but with 500+ employees now its their game to lose. We'll see if they stay true to the core of the review product, or if they spread themselves too thin into other areas where well-working wheels have already been invented. It's an expensive platform to purchase and maintain, and you really need a skilled system Admin (or 10) to keep the application running and tuned.
What business problems are you solving with the product? What benefits have you realized?
We're an e-discovery services provider, so we need a robust hosted review platform that is a value to our clients while allowing us to return a profit. So far so good, although the licensing costs are on an upward trajectory for sure. We have other platforms that we offer for less money, but the overall value in Rel is there "enough" to justify the cost to the client. It's like that old saying where no one will think you're crazy for recommending IBM or Microsoft. Same thing (at the moment) for kCura.