Better Than Most
November 03, 2025

Better Than Most

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Modules Used

  • CertCapture

Overall Satisfaction with Avalara

We use CertCapture/ECM used to store customer certificates. We have nearly 500 k tax documents which would be hard to maintain and organize within a shared folder or other document repository. It allows us to track expiration dates and quickly respond to tax audit requests.

Pros

  • Reporting
  • Exporting/download options

Cons

  • Customer support. When a ticket is submitted we receive an unrelated generic response that we have to push back on and then the ticket is assigned to someone to research. At that point it usually requires another level of escalation before we start to get progress.
  • The switch from CertCapture to ECM has lost critical functionality.
  • The sales representatives are not knowledgeable about the products, features, or timelines for rollouts.
  • Time savings in audit
  • ERP
Took over 2 years
ECM has clearly more user friendly functionality than CertCapture.
ECM only has time savings

Do you think Avalara delivers good value for the price?

Not sure

Are you happy with Avalara's feature set?

Yes

Did Avalara live up to sales and marketing promises?

No

Did implementation of Avalara go as expected?

No

Would you buy Avalara again?

No

Organizes tax documents well and strives to provide a user friendly experience with the system. Support systems need improvement.

Avalara Feature Ratings

Type of tax
7.0
Sales and Use Taxes
7
Cross-border Taxes
Not Rated
VAT / GST Taxes
Not Rated
Energy and Fuel Taxes
Not Rated
Tax Reporting & Compliance
7.8
Geolocation for Tax Assessment
Not Rated
3rd-Party Software Integrations
8
Tax Data Reporting
9
Compliance Administration Management
7
Tax Exemption Processing
8
Tax Document Management
7
Complex Tax Scenario Management
Not Rated

Comments

  • Celina Romera | TrustRadius Reviewer
    Celina Romera
    (Vendor Representative) commented 2 months ago
    Thanks for sharing your experience with us. We're glad to hear ECM has been a useful tool to your workflow. We appreciate your feedback on the support experience and we apologize that we haven't met expectations. We'll share this insight with our support team. Please feel free to share more with us at customercare@avalara.com.

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