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.
We use Zuora for billing (invoicing), creation and tracking of subscriptions, cancellations and sync of data over to our CRM (Salesforce) as well as to Netsuite for our financials.
Pros
Invoice creation
Amendment tracking
Cons
Salesforce sync
Reporting
Product catalog management (e.g. bundling)
Permission/role management
Likelihood to Recommend
If you have a very straightforward use case, simple product catalog and don't require integration with other systems, complex reporting or comprehensive tech support or knowledgebase, Zuora might be a good option. For companies with a complex use case, integrations, detailed reporting needs or who need solid tech support, I don't recommend Zuora at all.
[Zuora] is being used by the finance, sales, and success teams. It addresses the problem of not being able to have visibility into billing internally or externally. It also saved us from the issue of having no real "order" object in our system to track changes to subscriptions. The RevOps team has also been heavily involved.
Pros
Subscription Management
Revenue Recognition
Invoicing
Cons
Multi-year deals
Very custom payment plans
Hosted payment pages
Likelihood to Recommend
Zuroa is very well-suited for B2B businesses that primarily have a subscription stream of revenue. It is less appropriate for B2C and retail, if you are only selling one-time products or services, this tool would be overkill and confusing instead of helpful. However, if you need to recognize revenue from subscriptions over the service period, Zuora is a lifesaver.
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.
Zuora is the center of our billing system and subscription management solution.
Pros
Distributed calls our fast
Finance love its reporting
Cons
Very buggy
Alerts often only appear after we report the issue to them - no apparent automatic monitoring of systems
Support is very variable and often just try to get rid of you
Ridiculously overpriced
Use customers as testers
Have secret or hard to find limits
Likelihood to Recommend
It's well suited to a company with a very, very simple set up who don't need flexibility or reliability. One that sells few subscriptions for a large amount of money and don't mind giving Zuora a good slice of that revenue.
VU
Verified User
Engineer in Information Technology (51-200 employees)
Zuora is being across our entire organization for everything from annual subscription renewals and one-time purchases to issuing refunds and credits. Since we are a SaaS company, it is the perfect billing solution for us to be able to easily create quotes, invoices, and perform other billing-related functions. The solution for our company is not having to manually run/create billing items or manage multiple platforms for our billing and subscription-related needs.
Pros
Integrations - We have a deep integration with Salesforce that allows you to easily update quotes/contacts/billing information in Salesforce and have it reflect in Zuora.
Ease of use - Very easy to manage and figure out where to navigate to.
Automation - There are many features/functions in Zuora in which you can automate, which will save a ton of time performing otherwise manual and repetitive tasks.
Cons
The UI could use an update or refresh and layout seems like it can be condensed.
Areas that are not currently automated take some time to adjust and figure out. Issuing refunds, credits, amendments to subscriptions from a basic user perspective isn't always super easy in the beginning.
More reporting capabilities from the view of a CSM / account manger. Sortable dashboard.
Likelihood to Recommend
Perfect for any SaaS company with recurring billing, subscription and renewals needs. It's easy to get using and there is a lot you can automate within your billing, subscription and renewal processes. Whether you are in sales, customer service or billing, it's a powerful tool that you can use to manage your product catalog and customers' billing needs.
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.
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.
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 (51-200 employees)
Zuora is used as our complete end to end billing, payment, and sub-ledger and is currently in one of our regions with the view to expand this product to all regions around the world in a staged rollout. Zuora allows us to focus on building products and solutions for our customers and team by providing a product that is flexible and scalable to meet our needs. Zuora's ability to quickly build products for our customers and release into production allows us to stay relevant in today's business world.
Pros
Flexibility with the product catalog. Once you understand the product catalog and its capabilities, the possibilities are endless. You are able to spin up new products quickly and test new ideas with minimal development time.
API focus. Zuora API focus allows us to step away from the Zuora UI and build our own platform over the top of Zuora reducing ambiguity for our customers and team
Constant upgrades - Zuora is continually adding to its product and listening to its customers to build a product that is leading the way in the subscription economy
Cons
User Interface - Zuora's UI is still a weak point, however, this is negated through the use of its API's. Zuora has done a lot of work in releasing new products to limit its UI experience and the addition of Orders allows for more functionality to reduce the UI issue.
Complex system - This is both a pro and a con, but in this instance, it is a con because we may not have taken the time to truly understand the implications of all the options that were available. the Flexibility is great however if you do not take the time to understand the product and what problem you are trying to solve, you can make life difficult for yourself later down the track. Take the time to map out your approach end to end and ensure your assumptions at the start are robust.
Reporting - reporting is weak as such we have moved away to our own reporting data warehouse.
Likelihood to Recommend
In terms of managing a subscription business, there is nothing better. For more complex businesses, with multiple locations and multiple products, Zuora can still fit your needs, however, please give consideration to setting up your product catalog first before progressing. This will save you time and money and will allow you to get the most out of Zuora. Zuora has a large amount of flexibility once you understand the product and a sound understanding of the product catalog is crucial to the success of your business. Zuora pushes you to simplify your business and focus on what matters for your customers.
