Need simple steps for improvement. No need to re engieer the everything.
Pros
They claim to be CLM leader.
Cons
> It's ironic that upgrades intended to improve the product so often end up destabilizing an otherwise stable system. For the past four years, customers and employees have consistently shared the same feedback after almost every release, yet upgrades continue to introduce significant issues and disruptions. The repeated instability has had a real business impact. Some customers have churned, and employees have chosen to leave because of the constant cycle of post-upgrade firefighting. Another concern is the way productivity is measured within Support. Engineers are assigned productivity targets, but ticket distribution has never been balanced. Those who consistently receive higher ticket volumes can meet their targets with relative ease, while others, despite being equally capable, remain under constant pressure due to factors outside their control. This creates an unhealthy and demotivating work environment. Finally, Support Managers carry significant accountability for customer outcomes, team performance, and operational metrics, yet have very limited authority to influence many of the factors that determine those outcomes. The imbalance between responsibility and decision-making power makes the role particularly challenging.