I'd want total automation in a nice neat package - the less work I have to do as an employee the better.

With that said - look for things in your program which take time to complete. Billing is usually the big one. The less typing I need to do, the better.

I'm not sure about another 'offline' billing system - at present we use Quickbooks for all offline accounting - I wouldn't imagine moving to another billing system, especially when Quickbooks does it all already. Online Tax filing is by far the most impressive feature.