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Be afraid. Be very afraid.
Updated December 13, 2022

Be afraid. Be very afraid.

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Software Version

Vertex Cloud Indirect Tax

Overall Satisfaction with Vertex

US Sales Tax, France Purchasing transactions
  • Quick sync process with ERP system
  • Managed Services for preparing returns
  • Support can only be reached via email
  • Clarify that "Vertex Premium" still requires a lot of attention from the users
  • Responsiveness is slow - can be very frustrating when you're in a hurry and you can't call someone
  • It would have been cheaper to continue to do this manually, until we upgraded to managed services
  • We are out of compliance with several states because the process is confusing and it's difficult to reach someone in support when you need to talk on short notice
  • There's no option to make someone read-only but also give them the ability to review the exemption status of certain customers
  • Scalability
The decision was made to use Vertex because it was recommended by Oracle, but in retrospect, I would have used a different product. After almost two years, however, I have a more favorable opinion

Do you think Vertex delivers good value for the price?

No

Are you happy with Vertex's feature set?

No

Did Vertex live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Vertex go as expected?

No

Would you buy Vertex again?

No

The program itself works well, and now that I've used it for a year, I am comfortable with the maintenance process. However, it's very frustrating that all communications with the support team are done via email. It feels like they assume our job is 100% sales tax, so when they do finally respond there is very little time to react. Now that we upgraded to Managed Services from Vertex Premium, things have improved (for an additional cost, of course)

Vertex Feature Ratings

Type of tax
7.0
Sales and Use Taxes
7
Tax Reporting & Compliance
6.0
Tax Data Reporting
6
Tax Exemption Processing
7
Tax Document Management
5

Using Vertex

7 - Finance, Customer Service, IT
2 - Sales Tax knowledge, Data Management skills
  • Sales Tax compliance
  • Tax exemptions
  • Return preparation
  • A/P
  • Canada VAT
We’re pretty much locked into this now
Our consultant is great. Support is hard to reach, so I rarely contact them

Evaluating Vertex and Competitors

Vertex Implementation

The users did not have a solid understanding of the product
  • Don't know
Change management was a major issue with the implementation
  • Training

Vertex Support

ProsCons
Knowledgeable team
Kept well informed
Slow Resolution
Poor followup
Problems left unsolved
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
N/A

Using Vertex

With more experience, it’s a little better. But we just don’t have the time to figure out the complexities, and I’ve given up on support.
ProsCons
None
Do not like to use
Unnecessarily complex
Difficult to use
Not well integrated
Inconsistent
Slow to learn
Cumbersome
Feel nervous using
Lots to learn
  • None
  • Software updates
  • Multi-state exemptions