New implementation continues to be a struggle
May 09, 2019
New implementation continues to be a struggle
Score 6 out of 10
Vetted Review
Verified User
Modules Used
- AvaTax
- CertCapture
Overall Satisfaction with Avalara
Avalara is used across our whole organization. It enables us to calculate tax appropriately and capture certificates.
- Calculates taxes correctly.
- Streamlines reporting.
- Increases visibility.
- Training on cert capture, and resources other than just links to webinars.
- Outages occur too frequently, along with communication errors.
- It's been a struggle. We engaged managed services and they had a 60% error rate on valid exemption certificates that they said were invalid. We ended up re-validating most of them ourselves.
- Additional time spent by our staff to validate has been an issue. Customers linked in Cert Capture as "same as" continue to have validation issues.
- Epicor Eclipse
It is a continual struggle. There's been difficulty finding out if issues are part of Eclipse or part of Avalara. Avalara tends to push every question back to Epicor/Eclipse -- they are helpful to a point, but still push some issues back to Avalara.
The tax calculation is the best part. CertCapture continues to be a struggle and we have not yet implemented managed returns filing -- even though we signed up for it -- due to ongoing questions with the POA and the inability to get a contact person to discuss this.
National Sales Tax worked well with the Epicor Eclipse application. That is being discontinued though, and Avalara is the new partner for Eclipse. Honestly, we really had no other choice, so other products were not even evaluated.