I've been using CBSW for approximately 9 years.
The program is user-friendly and has numbered step by step instructions for most processes such as billing, late fees, collections, and disconnections, etc. Expansion modules allow for numerous options like automatic recurring payments and a fully intergrated real-time website.
A few features I've found most useful are the customizability of the program to fit our needs, the work orders that sync with our Outlook calendar, and the ability to create custom reports.
Customer support is knowledgeable and typically quick with response times; they also recently launched a "Live Chat" option to rapidly assist with simple questions or issues.
I've found the company is open to user suggestions for software updates; they have a website for submissions. And I know first-hand that the suggestions are taken and used as they have added few of my recommendations.
During my time using the program, the only thing negative would be that sometimes, after a software update, we run into a few "bugs" that require additional updates. However, when this has occurred customer support typically works with their software development for a "fix" which is implemented within a few hours.