It was definitely a full-scale enterprise application capable of handling many aspects for a large company. It was also possible to make modifications to the platform which is very practical when a company has many business segments.
From my experience, the major upgrades were not without pain not only in the short term but long term as well. Sometimes the impact was felt for months afterwards that severely affected FDA compliance issues, putting both the company and customer at risk. Working with tech support felt less than stellar.
make sure to shop around.
It was very helpful in allowing us to reformat our customer portal, which alleviated more traffic coming into the call centers and also allowed customers to see the status of their submitted cases, depending on the way the case was created.