Great product without matching customer support
Updated December 13, 2022
Great product without matching customer support
Score 7 out of 10
Vetted Review
Verified User
Software Version
Vertex Indirect Tax O Series
Overall Satisfaction with Vertex
Vertex O Series is used for U.S. and international transaction taxes across the whole organization. It addresses all of those that SAP native functionality cannot and also avoids maintenance.
- User-friendly GUI
- Transaction tester is very useful and user friendly.
- Tax assist rules are not that complicated to build.
- Product taxability mapping changes is not user friendly.
- The import and export of tax data should be available at respective functionality area and not at tax administration - specific functionality to import/export.
- The data extraction and reading is not straightforward, e.g., I cannot review my taxability mapping of product and tax category next to it. I need to filter out two sets of information and do a Vlookup and then put them together to review. There are many other such examples.
- It cuts down the time of our tax team's productive time in fixing the issues.
- For international taxes, it still needs to evolve as we do not have solutions for everything and we still struggle to have the correct tax code returned to ERP system (SAP).
- Ease-of-Use
- Tax accuracy
- Reporting
- Price
- Product Usability
- Prior Experience with the Product
Support is another factor critical for us
OneSource, Avalara, Taxware and CCH
- SAP
- Oracle
- Zuora
Do you think Vertex delivers good value for the price?
Not sure
Are you happy with Vertex's feature set?
Yes
Did Vertex live up to sales and marketing promises?
No
Did implementation of Vertex go as expected?
Yes
Would you buy Vertex again?
Yes
Vertex Feature Ratings
Using Vertex
10 - Tax department
3 - Knoweledge on Tax and systems
- Tax calculation
- Maintainance of rates and rules
- reporting
- Compliance reporting
Evaluating Vertex and Competitors
Vertex Implementation
- Third-party professional services
Deloitte
Yes - Design
Build
Test
Deploy
Build
Test
Deploy
Change management was a big part of the implementation and was well-handled
- resource knowledge on system
- understanding of requirements
Vertex Training
Configuring Vertex
No - we have not done any customization to the interface
No - we have not done any custom code
Vertex Support
| Pros | Cons |
|---|---|
None | Slow Resolution Poor followup Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response |
Yes, to get attention to our support issues
Yes - Nope
Using Vertex
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- tax rules
- Tax assist rules
- Tax categories
- situs rules
- some complex tax assist rules
Vertex Reliability
Integrating Vertex
- File import/export
Vertex should provide more documentation or videos on integration
Relationship with Vertex Inc.
timelines
price
resource availability
price
resource availability
Need to reduce their resource cost per hour. Vertex consulting is too expensive
Upgrading Vertex
- Got new features
- Good functionality
- leveraged additional configs and fixes done with upgrade
- Additional functions
- robust reporting tools