# How Inspired Results Found Follow-Through and Peace of Mind With Kintsugi After Leaving Avalara

Canonical: https://trykintsugi.com/customers/inspired-results

[Inspired Results](http://inspirenw.com) is a brand management firm based in
Portland, Oregon, with over 60 years in the print and promotions lifecycle.
The company helps clients manage everything from promotional products and
print to packaging and inventory warehousing, and is recognized as both
woman-owned and LGBTBE-certified. **Sales tax is very complicated for the
distributor business model and Inspired Results needed a sales tax partner it
could actually rely on. After a difficult experience with Avalara, they found
that partner in Kintsugi.**

The sales tax landscape for a distributor model is uniquely complex because it
has a mix of tax exempt transactions with sales that do require standard sales
tax collection, and so tracking economic nexus can be tricky. Things get even
more complicated with unique tax laws with implications based on warehouse
locations, shipping volumes, drop shipping arrangements and multi-party,
multi-state transaction chains. A lot of moving parts and documentation is
required with this business model.

## Before Kintsugi: Dissatisfaction with Previous Provider

**Before finding Kintsugi, Inspired Results signed a contract with Avalara, a
decision Angela Jennings, Director of Finance, HR and Treasurer at Inspired
Results, describes without hesitation as a “nightmare from the start.”**

"From the initial sales call with them, we were promised things they couldn’t
follow through on, and given inaccurate quotes," Jennings said. The company
ended up paying significantly more than expected, and once the contract was
signed, support disappeared. "There was literally zero follow-up from the
sales call. We couldn't get a hold of anybody."

Implementation was no better. "When we started with them, I dropped
everything because we had to move quickly. It was several weeks of me working
60+ hours trying to get this stuff set up, and it was a nightmare. We had no
guidance at all."

Support followed the same pattern. Every inquiry went into a queue and landed
with a different person each time without ever fully resolving the issue. “My
team would have to constantly follow up with them or re-explain the issues we
were dealing with over and over,” Jennings shared.

## Finding the Right Sales Tax Partner

Inspired Results came to Kintsugi through a referral from a customer and
partner. That connection mattered. "Having that recommendation and knowing
that they had vetted the platform meant a lot to me,” Jennings said.

**What sealed the decision was Kintsugi's willingness to actually understand
Inspired Results' unique business model rather than force the company into a
standard playbook.**

Kintsugi also built pricing around the reality of Inspired Results' needs.

"Our company is unique, and Kintsugi was able to understand our situation and
come up with the best plan,” Jennings said.

## Support That Actually Closes the Loop

The difference in day-to-day support has been just as stark. Where their
previous provider routed every issue into an anonymous queue, Kintsugi
assigned real people who owned problems until they were resolved.

**"Instead of talking to a new person every time and starting over, I’m
dealing with specific people who are addressing issues from start to finish,”
Jennings shared. “It really makes a meaningful difference.”**

## Built for What's Next

Kintsugi has managed Inspired Results’ filings since June 2026, **and the
impact was clear immediately in how the team experiences the process.**
Kintsugi lightens the load for her team significantly, and just as
importantly, it gives Angela Jennings confidence that nothing is falling
through the cracks.

"Trusting that Kintsugi is going to let us know when we need to step in and
get involved has been huge," Jennings said.