ATX Software – Ideally a great software, but has major flaws.

What are the best aspects of this product?

The user interface of ATX is wonderful. I love the ease of preparing tax returns and sharing it with my team for review. The back up feature is simplified compared to many other desktop software. Also the integration of the research tool (CCH AnswerConnect) into the software was a huge plus.

What aspects are problematic or could work better?

The back end of the software does not work as intended. You can not efile the returns without the EFIN, as with other software. The process to update the EFIN took us 3 months, despite submitting it the way the software provider suggested. I have used other products in the past, like Drake (Desktop) and ProConnect (Online). The EFIN was updated properly, allowing us to efile with 24-48 hours. The turn around time for ATX is unacceptable compared to it's competitors.

What features/services would you like to see in future versions of this product?

Enhanced customer service. I have used another Wolters Kluwer tax product, TaxWise - desktop and online. I understand there will be issues dealing with software. However, to resolve one issue, we spent more than 15 hours on hold with ATX's help desk. As I recall, TaxWise had extremely long wait times as well. The online TaxWise product had less issues, so I did not spend a lot of time waiting to be helped. After using other software like Drake, ProConnect and TaxSlayer, the wait times were more like 1-2 hours max. Maybe, Wolters Kluwer should take an approach like Intuit and staff up the help services during tax season. Many businesses are taking advantage of gig workers.

What specific problems in your company were solved by this product?

We have successfully resolved one EFIN issue. Still working through the second EFIN issue.

Are you a current user of this product?

Yes