Software is fine, customer service is not

Overall, the software is easy enough to use, reporting could be better and more robust/ user friendly, have ability to create own reports, etc.
The difficulty comes with interacting with or getting any answer from someone at Avalara.

For the most part, the software does what it is supposed to do. We have had several glitches that we've spent months working with support on fixing. In our experience, implementation was awful and the Avalara team we worked with was not up to date on what products and services we had purchased, every meeting we had to review that with them at the beginning. The order of implementation was mind-boggling, as they did not even start Cert Capture training until after our planned go-live date (which we had to move 3 times due to Avalara delays), which makes no sense as you would want that live and setup before going live so that resale customers have those certificates on file on day one. We purchased Managed Services work to assist in collecting certificates, which was a huge mistake and a huge waste of money. I would not recommend anyone utilize that service. In my opinion, customer service is beyond awful. Our account manager is impossible to reach and we've had probably 5 different account managers in 6 months. Customer Support is supposed to answer tickets within 8 hours, based on paying a premium for the "pro" level support. However, the response we receive is never within 8 hours, and normally is an email stating they need additional information to look into the issue, and then it's another 24+ hours before you get another response. If the software ran smoothly and never had issues, it would be fine because you would never have to interact with anyone at Avalara, however, that has not been our experience.