Likelihood to Recommend Customer service when I call in for Wage Payment issues is usually very helpful and I get answers quickly. I have had several different CSRs since we have had ADP SmartCompliance and they have not always been the most helpful or forthcoming with information. It makes it difficult to do what I need to do if I don't have the help and support from those that know what needs to happen and when. I can't always have a conversation with that person when I need to.
Read full review Avalara is well suited for us because it makes it easier for us to navigate sales tax and filing state sales tax returns for multiple states. I appreciate how simple they made this process for us, helps save us a great amount of time and allows us to focus on the business. Less appropriate, is that most of our customers are sales exempt and it can be a bit challenging at times with AvaTax overriding our tax calculation within NetSuite. Overall, that issue has been less and less, so we are moving in the right direction.
Read full review Pros It helps us identify our employees who entered their account information incorrectly and get the payment reissued to them as quickly as possible. It helps us quickly and securely issue payment to employees who terminate. We efficiently get our garnishments processed to remain compliant. Read full review Sales tax rates at a "roof top" level Has extensive research and documentation on telecommunications industry Research is always up to date The ability to ask questions and get clarification on specific situations with no limit as to how you ask a question and often get the answer the same day Read full review Cons ADP should have their SC employees better trained to give consistent answers about how to handle certain tax issues relating to the states. I seem to get a different answer multiple times. It's difficult to distinguish between which cases/letters goes through ADP Workforce Now Service Connect and which cases go through SmartCompliance. I have been told differently on many occasions and will find a case in both places. While many of the agency notices of tax rate changes, etc. are a very quick process and ADP "resolves" the case, I find other notices get lost in the shuffle when it doesn't fit exactly into the rate change bucket or the past due bill that says "Just Pay It". Some letters aren't that straightforward. Read full review Avalara needs to be able to provide tax and legal advice, so we don't have to go to an outside source. Some states we file in have more than just sales tax on the return. For example, Washington has B&O tax, tire tax, sales and use tax. It would help a lot if Avalara could report all of these taxes, so we don't have to file manually. Read full review Likelihood to Renew There is no other option on the table for us at the moment to go with a different vendor. We also have had very little issues processing with ADP that would make us want to look for a new vendor.
Read full review We need their help with filing and keeping track of things. It is very likely we are in the process of renewing right now. Autumn is our case manager and she has been a great help in keeping us updated on our usage and renewal. I feel we will be using this for a very long time.
Read full review Usability For the most part, one can get in and learn how to navigate the system by just clicking on one of the suject areas. If you have a good clientrepresentative, they will inform you of new features/functionality and give you a quick demo. This is helpful for one to go back in and navigate to learn how it works and usefulness.
Read full review I only say this because we had no real training on the system at all. We requested it multiple times, and no one could give us that. We had to figure a lot out for ourselves, got a rep change and finally got someone to help us navigate a bit better. Please make sure any onboarding clients get proper training and resources before going live.
Read full review Reliability and Availability Exceptional Services Received during our Build . The teams of ADP Professionals assisted on a daily basis with tight deadlines and testing, each day , each Qtr. and annual processes including setting up local and State agencies for the 50 State we are reporting since our Workday go live 4/1/23. The process was seamless.
Read full review I have been using Avalara for years and do not remember ever having an outage during working hours. The service is accurate and dependable.
Read full review Performance If ADP is having issues, they communicate the problem within the solution once you log in. They also communicate that the issue will be fixed promptly. Reports run efficiently and in a reasonable amount of time. Also, the reports allow for various reporting types to be produced like a PDF or a Microsoft Excel file.
Read full review We do have trouble tying Avalara's reporting back to our POS, but we just got a new POS system and there are bugs we are still trying to work out within the POS system. I do not believe this is an Avalara issue
Read full review Support Rating As mentioned in the last comment, everyone and everything has been great. However sometimes you get one person that I feel can bring a score down and the current dedicated tax representative I have I do not feel is very supportive.
Read full review In my experience, numerous questions, and particularly those regarding billing issues are just ignored, and it is impossible to get to someone to discuss. Your account manager will tell you they are taking care of it and then it just goes into a black hole.
Read full review In-Person Training ADP also provide in person training which can fit into our schedule. The are flexible on timing. We always have a pack schedule and not able to attend training in person if not available. Not sure the in person training with recording that can share with us especially we can review it again and again
Read full review I wasn't here when they first started with Avalara.
Read full review Online Training They have annual training for Smart Compliance, which is very helpful. We learn the most up to laws for various subject matters, like garnishments, payroll law, child support, state unemployment laws by states. We also earn credit toward certifications. The training is user friendly, and highly recommended. It can be done live or listened to at your own convenience.
Read full review The documentation online we informative and helpful. The videos from the Avalara institute and the help tab if we have any questions and the search too were helpful. We like the ease of using the click here for more information tool about nexus and the information for the ECM Pro training were helpful. Whenever we have a question we normally get an email along with the tool as to where to find our answer. We also like that it shows information about nexus status of the states we maybe approaching and we can look more into it.
Read full review Implementation Rating Exceptional Services Received during our Build . The teams of ADP Professionals assisted on a daily basis with tight deadlines and testing, each day , each Qtr. and annual processes including setting up local and State agencies for the 50 State we are reporting since our Workday go live 4/1/23. The process was seamless.
Read full review The implementation team from Avalara was very knowledgable and did a good job of passing along information so that we could maintain the system and be able to make future changes ourselves. We had asked for some custom tax setup and they worked with us to get additional taxes set up that they didn't previously have. They worked with us to pull our documentation on tax rules and make sure those were included. I had hoped more scenarios would be there out of the box to cut down on the configuration time.
Read full review Alternatives Considered ADP SmartCompliance was easily integrated with WFN and all of our employee data was in one place. We saw this as an advantage instead of having to log into multiple platforms, everything was quickly accessible to respond to a VOE or claim.
Read full review We selected Avalara because our prior service did not have the range of tax codes required for our products. They had nothing related to medical devices or supplies, so we used a generic 'taxable' tax code. Customers were unhappy because some states exempted the product we sold, even if the customer was not tax-exempt. It caused many issues, including credit memos to refund sales tax charges.
Read full review Scalability ADP has the ability to scale across departments. This was found to be true when we rolled out the wage payment solution. ADP users are able to view their pay stubs on their phones and/or computers. This wage payment portal offers W2 storage and paystub storage for access at any time by an employee.
Read full review There is no change that has to happen as your company grows, Avalara continues to do it's job for any size company
Read full review Return on Investment The customer service phone service for the ADP Wisely service is very bad. No understanding or a language barrier is a very difficult service to deal with. Also working with them to correct a situation was impossible. It is basically non existent. Read full review With Wayfair, our tax obligation increased 300% and still growing. Avalara was an extremely valuable resource in helping us manage those requirements. Avalara has allowed us to maintain staff levels without increasing our overhead for any new associates to focus on those tax issues. Read full review ScreenShots ADP SmartCompliance Screenshots