Great product without matching customer support
Updated December 13, 2022

Great product without matching customer support

sandeep godasi | TrustRadius Reviewer
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

Do you think Vertex delivers good value for the price?

Not sure

Are you happy with Vertex's feature set?


Did Vertex live up to sales and marketing promises?


Did implementation of Vertex go as expected?


Would you buy Vertex again?


Best for post calculations and allocations.

Vertex Feature Ratings

Sales and Use Taxes
Cross-border Taxes
VAT / GST Taxes
Tax Data Reporting
Compliance Administration Management
Tax Exemption Processing
Complex Tax Scenario Management

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

SI did not had good knowledge on tool
  • Third-party professional services
Yes - Design
Change management was a big part of the implementation and was well-handled
  • resource knowledge on system
  • understanding of requirements

Configuring Vertex

No - we have not done any customization to the interface
No - we have not done any custom code

Vertex Support

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

User friendly and easy to configure and make changes
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • tax rules
  • Tax assist rules
  • Tax categories
  • situs rules
  • some complex tax assist rules

Integrating Vertex

  • File import/export
Vertex should provide more documentation or videos on integration

Relationship with Vertex Inc.

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