The core application that we're using in our company is a bit special and resistant to automation. To properly to automate, it needs a plug-in from the software's vendor. The only technology for automation that is supported is UFT, so we're sort of locked into UFT for our core application.
Improvements to My Organization
UFT is the only technology that enabled us to actually automate our core application.
Room for Improvement
It's fine, but we've had to do workarounds for some things.
We've had no issues with deployment.
For us, we started with version 9 of UFT when it was called QTP, QuickTest Pro. For us it worked, though, like the average software, there are issues, but we always had a good ability to provide work arounds. Regardless, it's been pretty stable.
We've had no issues with scalability.
Customer Service and Technical Support
We haven't needed much technical support as we can sort it out ourselves.
Some parts of it were pretty easy to set up. Most of the issues we had were related to organizational stuff, such as managing licenses, etc.
Make sure you take a good look at your approach, such as whether it's keyword driven automation, etc. Make sure you organize things that you're headed in the right direction because once you implement in a certain way, changing direction may be pretty hard. Determine also how you deal with object repositories, how you deal with sharing information, and how important the reusability of scripts is in your project.