Exceptional support for customers at every step

The decision to take on new technology goes beyond the initial purchase and implementation. Success over the long haul requires ongoing support. When selecting a tax technology provider, you're also choosing a partner to support your business. It's crucial to have a trusted team that understands your key challenges and what matters most to your success.

The Vertex Global Support team is committed to your success and brings expertise and care in every interaction, every day. For six years running, the team has earned the HDI Support Center Certification. HDI is the global professional association for technical service and support professionals and the premier certification body for the industry.

Earning this certification is no small task. HDI Support Center Certification is the only open industry standards program for the certification of support center quality and the certification process is robust—involving customers’ satisfaction, leadership, strategy and performance. Specifically, Vertex received notably high scores for people satisfaction, management and leadership—demonstrating our ongoing efforts in supporting both our customers and our employees. Vertex is the only tax technology provider to achieve this distinction. 

Again, the importance of a commitment to exemplary customer service can’t be understated—according to McKinsey, 71% of customers expect personalised interactions, and 76% of those customers express frustration when they don’t receive them. Since everyone is at a different stage of their tax technology journey, we tailor our approach to meet them where they are. We are proud to have over 4,000 customers globally and the trust of more than half of Fortune 500 companies. We are there to support them during the moments that matter—just one more way we demonstrate our commitment to the customer experience and how integral it is to the Vertex value system.

Beyond the certification, I am so proud of the way this recognition personifies the culture of teamwork that defines Vertex. By continually striving to meet our objectives and key results, we’ve created wonderful collaborations with our product, customer success, development and engineering teams. Together, we’ve developed new techniques, methodologies, releases and updates—all things that make it possible for us to continue to build on those crucial client relationships.