Good product, so-so service
April 28, 2020

Good product, so-so service

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Modules Used

  • AvaTax

Overall Satisfaction with Avalara

We use Avalara to calculate sales tax on invoices and orders. It's mainly used in the accounting department but also for the commercial team.
  • Avalara syncs well with our ERP system.
  • Reporting is easy to pull and send to our accountants.
  • Avatax saves a lot of time so we don't have to maintain tax rates internally.
  • The definition of a transaction keeps changing and affects how much our contract covers. It makes it hard to predict the level of service we will need in a year since we don't want to over pay and we don't want to have any overages.
  • Our customer rep changes frequently. We've averaged a new rep every year so it's hard to get anything resolved.
  • When we have questions on the way rates are calculated, we don't get the answers we need.
  • Reporting for tracking usage was removed so there is no way for us to track our own usage. Our rep is supposed to send us a monthly report and with changing reps, we haven't been sent this report for months.
  • Positive because we don't have to spend a lot of time maintaining tax tables for every tax jurisdiction.
  • Negative because we still rely on outside accounting firm to process returns and for consulting. We don't trust the expertise at Avalara based on interactions in the past.
  • ERP Software - Avalara
This was years ago and with our in house ERP team, it seemed fairly simple.
It's easy to use once integrated and easy to maintain. It just runs in the background without much thought.
  • Professional Services (nexus studies, registrations, backfiling, etc.)
We don't use any additional services. CertCapture was too expensive. I don't trust the expertise at Avalara for Returns and Professional Services.
When the system runs well, Avalara is a great system and replaces a lot of manual work. But if there are issues and questions, it's impossible to resolve since we don't have reliable support.

Avalara Feature Ratings

Sales and Use Taxes
Geolocation for Tax Assessment
3rd-Party Software Integrations
Tax Data Reporting