Sage 100

Have client at wits end with Avalara - Support doesn't return calls.  Recent frustration with Cert Capture.  Does any one know of a way to streamline the cert capture setup/upload process.  Full disclosure - all I know about Avalara is how to spell their name.  Client says interface is way too difficult and time consuming.  Is there a way to upload data via Excel?  Client claims for the amount of money they pay for the service, they would like an easier interface and a support line where knowledgeable person calls returns phone calls.  In fact, if anyone would return a phone call........ 

What are others doing to handle customer anger management post sales process?  Sage sometimes works, but not always.  Have others started giving out Jeff Roth's contact information to the end user?  Things don't seem to be improving, but then I only have one customer using Avalara and they are quite bitter.

Any more thoughts out there.  Seems like we are beating a dead horse here.

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Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444
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@Jeff Schwenk  I have not uploaded cert capture but I have uploaded other data to the Avalara portal.  They have an Excel template for most uploads.  You can call the following phone number and they usually answer right away.  I find this less frustrating than trying to create a support ticket and potentially wait two or three days for a reply.​

Phone: 877-780-4848 option 1<u5:p></u5:p>

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Doug Higgs
Midwest Commerce Solutions, Inc
(312) 315-0960
Assistant to the Traveling Secretary
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There is an Excel template for uploads. You can also upload a file for removals. It’s all in the Certcapture portal.

I’m doing one now.

I agree with your thoughts.

IMO, if the customer doesn’t have a CFO and two full charge accountants they are going to swim trying to implement. It’s not terribly difficult but don’t think Avalara serves any useful role whatsoever.

My experience is that nearly every meeting with their “implementation” team involves a new Avalara person. Things Avalara says they’ll check on tend to never get resolved.

Some portion of this is our customers fault. They get oversold by Avalara sales ( mine bought without my knowledge ). When things go south we are the clean up crew.

In my opinion if an ISV is allowed to sell direct they should also be required to have an implementation team with a positive net promoter score.

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Wayne Schulz - Schulz Consulting - 860-516-8990
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Wayne Schulz - Schulz Consulting - 860-516-8990
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I feel bad that I was the one that helped you sell Avalara to your customer @Jeff Schwenk but I did not mention anything about CertCapture. We have many AvaTax customers but NO CertCapture customers.

I am usually the one who helps customers with their AvaTax issues. One customer said they would rather pay me than Avalara. And they DO pay a lot annually for the product.​

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Therese Logeais, Technology Integrators
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No worries @Therese Logeais - Avalara sold direct.  Only involved me to process the paperwork.  Heard from him a LOT prior to the sale.  Once the paper was processed, he stopped returning my calls........

That is why as a reseller, i get paid the BIG bucks....  To deal with the less than helpful ISV's who reap the REALLY big bucks from us????  As the T shirt says - "LIFE IS GOOD!"

Saw a fun LIG T today - Picture of a smiling shark.  Above was "Sharkasm"  Below as "I eat salad"....
​

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Jeff Schwenk
FORMER 90M Board Member
Bottomline Software, Inc.
Waynesboro VA
540-221-4444
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Original Message:
Sent: 02-10-2021 17:21
From: Therese Logeais
Subject: Avalara Cert Capture

I feel bad that I was the one that helped you sell Avalara to your customer @Jeff Schwenk but I did not mention anything about CertCapture. We have many AvaTax customers but NO CertCapture customers.

I am usually the one who helps customers with their AvaTax issues. One customer said they would rather pay me than Avalara. And they DO pay a lot annually for the product.​

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Therese Logeais, Technology Integrators
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