Holly Davenport
Director of Finance and Operations · 51-200
1 review written · 4.0 average
Holly Davenport's favourite software
No favourites yet.
Reviews by Holly Davenport
★★★★★
Honestly, the thing that sold me on sticking with Avalara after the rough first few months was their support team. Non-profit tax compliance is a niche within a niche. We deal with unrelated business income questions, multi-state filing obligations, and the occasional excise tax wrinkle that has no clean answer in any FAQ. When I've called or opened a ticket, I've almost always reached someone who actually understood the context instead of reading me back the documentation I'd already found. That responsiveness mattered enormously when a state deadline was looming and I needed a human answer fast.
Two years in, the support quality has stayed consistent, which I did not expect. The onboarding specialists were patient with our unusual entity structure, and the follow-up from my account contact has been proactive rather than just reactive. CertCapture took some getting used to, and my small team had questions throughout the first quarter. Every ticket was resolved within a business day or two. The integration with our accounting system required a few back-and-forth sessions, but the technical support reps were knowledgeable and did not make me feel like we were too small or too complicated to bother with.
The one real downside is the cost. For a non-profit operating on a constrained budget, the pricing is genuinely a stretch, and I have had to justify the line item every budget cycle. The value is there, I believe that, but I wish their pricing structure had a clearer non-profit tier built in. If you're evaluating Avalara for an education or non-profit organization, the support alone may be worth the premium. Just go in with eyes open on the annual cost.
