TrustRadius Insights for Zuora are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Flexible Pricing and Customization: Several reviewers have mentioned that Zuora's subscription modeling allows for pricing flexibility and customization to meet specific business needs. Users appreciate the well-thought-out pricing structure and ability to request new pricing and discounting options, indicating that Zuora provides a customizable platform.
Seamless Integration with Salesforce: Many users have praised the integration between Zuora and Salesforce, stating that it streamlines sales processes and improves overall efficiency. With this integration, salespeople can easily build product quotes with flexible rate plans and have visibility into Zuora subscriptions and financials within Salesforce, enhancing their workflow.
Responsive Customer Support: Reviewers consistently mention the helpfulness of Zuora's support team. They appreciate the quick response times and assistance provided whenever needed. This level of support contributes to a positive user experience and demonstrates Zuora's commitment to excellent customer service.
Redgate currently use Zuora to manage their customer subscriptions, and create quotations for making amendments/adding new products. The whole sales team have adopted this solution since we migrated away from an in-house designed solution.
Pros
Handles simples subscriptions
Cons
It isn't flexible at all, at the sign of something complex or slightly abnormal it becomes a nightmare. Such a restrictive piece of Software.
Using Zuora has tripled the amount of time our Sales team spend on creating quotes
Zuora is damaging the relationship between our customers with it's inflexibility
Likelihood to Recommend
If you have very simple subscriptions, this will work for you. But do not touch this software if you have anything complex in your use case, or if you sell perpetual licensing alongside subscription.
VU
Verified User
Account Manager in Sales (Computer Software company, 201-500 employees)
Zuroa is being used by one department in our business to support a small e-commerce side of our business. We use it also for customers who want to auto-renew.
Pros
Fast
Open API
Plenty of plugins/integrations
Cons
Not easy to use.
Cannot consume products from CRM or ERP.
Integration with Salesforce is not seamless.
Likelihood to Recommend
Zuora is great if you have a team to manage it and focus solely on that application. We tried to build an out of the box integration but we quickly realized we would need to build something custom to handle our use case. Zuora rep continues to push products without understanding our business or helping provide full solutions.
VU
Verified User
Administrator in Corporate (Computer Software company, 1001-5000 employees)
At our organization, we use Zuora on our finance and business operations team -- primarily for invoicing customers and keeping track of accounts receivables. We also use Zuora a lot for some of our financial reporting. It is also very helpful during our standard audits, as they'll request a lot of information that is already stored in Zuora.
Pros
Invoices.
Reports.
Cons
For the capacity that I use Zuora in, I have no complaints.
Likelihood to Recommend
When I need to know whether a customer has paid or not, I refer to Zuora for the payment status. It's great to have a single source of truth to go to and determine the history of an account (when they were signed, when they were first invoiced, when they first paid, how they pay, etc.).
Our organization uses Zuora for billing our customers. The billing department uses it to automate billing, send billing email notifications, and update our CRM with billing information. Zuora is a robust tool that allows us to provide certain billing information like renewal dates in our CRM so that our renewals team can make sure our customers have a smooth renewal experience.
Pros
Zuora integrates well with our CRM
Zuora is built to allow customization which is a must for our products.
Zuora allows us to send email notifications to our customers before their renewal date so they are reminded they are up for renewal.
Cons
While Zuora allows for billing notifications, the ability to segment who those emails go to is limited. We need to able to breakdown notifications by state/province, language, country, and other traits, but right now those breakdowns are limited to just country.
It's nice that Zuora is robust and has so many features, but that also makes it challenging to train new users.
Likelihood to Recommend
Zuora is a great tool for subscription businesses to be able to bill their customers. We have a global business and bill in many currencies and need to notify our customers in many languages. Zuora allows us to be able to bill at different rates and in different currencies. The one challenge we have is we need to be able to break down communications based on specific detailed traits and Zuora is limited in how detailed you can get in segmenting your billing notices.
VU
Verified User
Manager in Sales (Computer Software company, 201-500 employees)
Zuora is used to manage Subscriptions of our SaaS offerings. It is used by our Sales, Accounting, Finance & Accounting, and Collections Department. Zuora helps manage our subscriptions and have a lot of features to make management of these subscriptions easy. It integrates well with our SalesForce platform and allows us to make changes to subscriptions with a user-friendly UI. There is an audit log to show the different versions of a subscription.
Pros
The implementation of Zuora is very helpful. Their interactive training guides are one of the best I've used. It is very thorough and any salesperson can learn how to use it very quickly.
Their subscription management offers many ways to sell a subscription. These subscriptions can be evergreen (renewing every month) or termed subscriptions. The subscriptions can be amended to add/remove products very easily.
The ability to quickly pass through large amounts of usage data for our clients is allowing us to perform billing in a time-effective manner. Once usage data is loaded, a few clicks and all of the invoices for our client base can be generated. Invoices are clean and detailed which help us maintain a good customer experience even with our somewhat complex billing model. The reporting is extremely helpful in calculating the end of month commissions, recognizing and deferring revenue, and overall bookkeeping.
Cons
Zuora's revenue recognition is no longer in compliance with GAAP ASC606 if you plan on using Zuora to do revenue recognition. They acquired RevPro in which RevPro will be compliant with the new accounting standard. However, RevPro is a separate software and will cost money. To my knowledge, it is not in Zuora's roadmap to configure Zuora's revenue recognition features to be compliant with the new revenue accounting standard.
Zuora's reporting needs some improvement to help measure churn. Several reports need to be run and manipulated in excel to see which clients canceled their subscriptions, turned their auto-renew off, or removed a product from their subscription. To us, all of that is considered churn and there is no way for Zuora to measure all 3 in a single report.
There are also many clicks I have to make to accomplish a small task. Of all the software I have used for work, it is easily the one that took the most training. I still don't have it figured out a few months in.
Likelihood to Recommend
If your company processes a large volume of transactions, Zuora is well-suited for you. In addition, if you need to make changes to subscriptions to your customers frequently or track usage in order to bill clients, Zuora has the capability to do so. If your company goes through any kind of audits, Zuora's audit log may come in handy. Zuora does cost quite a bit so if your company doesn't process a large volume of transactions or make many changes to subscriptions, it may not be worth the investment.
VU
Verified User
Professional in Finance and Accounting (Computer Software company, 51-200 employees)
We use Zuora for managing our SaaS-based subscriptions and billing. All departments that interact with the customer have some interaction with Zuora, including Sales, Finance, Accounting, Customer Success, and Information Systems.
Pros
Zuora is great for providing structure to subscription management.
Zuora is integrated with Salesforce.com, which we use as our CRM.
Zuora is great at tracking changes made to a subscription.
Cons
The user interface is behind the times.
Making change to a subscription is very painful.
Finding the information you need can be difficult.
Likelihood to Recommend
Zuora was difficult for us to implement, because we already had a history of SaaS, so we had a moving target in getting up and running. I would recommend having a strong focus on getting it up and running as quickly as possible, as time only makes it more difficult.
VU
Verified User
Director in Finance and Accounting (Computer Software company, 51-200 employees)
We are a SaaS business and use Zuora to manage all our subscriptions. From original quotes in Salesforce, to regular invoicing and payment collections, to feeding back subscription and customer information back to Salesforce to enable our customer success, support and billing departments to have all the information they need to hand. The great thing is once the original subscription is created from the quote input is minimal and it just does its job. Invoices and payment collections just work automatically in the background and we only get involved when there are exceptions to deal with. Its great to know you can rely on it and have your focus on other areas of the business. Recent changes have helped improve the way we use Zuora with multi-currency, CPQ and the Insights reporting being the standout areas. Software is not everything and the team at Zuora are always open and willing to help when change comes around and the annual Subscribed event is a MUST for anyone in the subscription economy. I am always happy to recommend Zuora as its years ahead of any competition.
Pros
The CPQ quote engine makes our quoting much simpler and allows us to configure quotes quickly. The added advantage is it allows to turn the quotes in to subscriptions at the click of a button when the business is won.
One of the great things is the one you least think about. It simply sits in the background and does its job. Each subscription is configured to be invoiced and payments collected on daily schedules. We only know when things aren't right - which is rare.
Having the subscription information in Salesforce is a godsend. We have used the power of Salesforce workflows, formulas, reporting etc to make this data work for our customer-facing teams.
Cons
My only con at this point is the speed of the support in the UK - needs to be quicker.
In the past reporting has been an issue but with the Insights addition, that challenge has now gone away.
Likelihood to Recommend
Any business that has a need to manage subscriptions needs Zuora. Whether they are a start-up subscription business or an existing business looking to change their product or service to a subscription model then Zuora is the one to look at.
ClearCare uses Zuora for our entire quote-to-cash process. We use Z-Quotes for our SalesForce quoting integration, which allows our sales reps to book their orders in SalesForce, and send the subscription to Zuora for invoicing and collection. We also use Zuora for our month-end reporting. Last year we also implemented usage records feeding directly from our API into Zuora, which allows us to bill much easier.
Zuora is used solely by the Finance department. Zuora addresses the problem of manual processes in the finance department. We've been able to automate nearly everything, which saves us a lot of time to work on other priorities. Thank you Zuora!
Pros
Quote-to-cash
Automated billing and payment runs
Allows information to feed directly from API integration
Payment gateways, payment method updater, etc.
Cons
Insights are way too expensive. Should not have to spend $250,000/year for dashboard metrics.
Add-on products are all too expensive.
The platform itself is too expensive. We nearly did not renew last year solely due to the cost.
Likelihood to Recommend
If your company bills based on subscriptions and/or usage, you should use Zuora. It allows your client data to feed directly from your back-end into Zuora's tiered subscriptions.
Zuora is being used by the billing department. It addresses subscription domain related problems: recurring payments, prorations, subscription solution, discounts on subscription, credits, invoicing, and reporting.
Pros
Zuora customer support and professional consulting support is really great. They are focused to solve customers problems.
Very reliable; they meet SLAs. We had quite a few problems in production and Zuora support was on top of the things during short outage times.
Subscription domain model is well designed. REST API is quite easy to understand because of that.
Cons
Reporting is very UI intensive. There is no way to export a report to some maintainable format.
Ability to export/import configurations and product catalog. We maintained multiple zuora environments: DEV, QA, TEST, STAGE, PRODUCTION. Each environment required very UI intensive error-prone manual configuration. It caused us many issues.
It was quite painful to incorporate legacy tax engine that wasn't supported by zuora out of the box.
Likelihood to Recommend
If you need to handle recurring payments and zuora already supports your desired tax and customer support provider then pick zuora as your subscription solution.
Zuora is being used as our CMS for invoicing and billing customers. Our billing and finance departments are the main users of zuora, however, we utilize the reporting capabilities across the entire organization. Zuora has a robust reports section that allows us to drill down to the product line-item so we can understand the usage of our customers.
Pros
Reporting is of great use to determine what products a customer is utilizing.
Being able to automatically generate invoices and send them out to clients is a main feature we use.
Zuora allows us to manage and maintain all aspects of our customer and their usage through a single interface.
Cons
While reporting is great, generating the reports you need could be a little easier.
Invoices can be quite long and confusing based on the services a client is utilizing.
Hard to read invoices.
Likelihood to Recommend
Zuora is well suited if you need to integrate data into SalesForce or do not have many product SKU's. If you have too many product sku's, it can make it more difficult to understand the invoices from the client perspective.
If you need to understand what products your customers are utilizing, the reporting is great. It may just take you a while to get the right report.
VU
Verified User
Manager in Information Technology (Internet company, 11-50 employees)
