Likelihood to Recommend
As a consulting company specializing in the support of Latitude by Genesys customers, I have first hand experience seeing all of the benefits to my customers of this platform. The ease of powerful interfaces, highly organized GUI based workflows, simple import/export automation as well as a host of integrated vendors makes this the platform of choice for me and my company. Prior to starting my consulting company I was an end user of Latitude by Genesys for 3 years and had the distinct opportunity to work with a top notch implementation team.
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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.
Read full review Pros Payments plans management Account analysis reports The system is user friendly Read full review 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. Read full review Cons In the past, their support has been slow. This has improved dramatically. They don't take every one of my ideas and pump it into base code IMMEDIATELY!! Read full review 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. Read full review Likelihood to Renew
Our business is now, more than ever, focused on our core business rather than homegrown support tools for quoting, contracts, billing, invoicing, payments and the rest of the subscription economy. We evaluated other solutions and found this the best and most viable solution given the strong ties to Salesforce and it's integration. Zuora works, and it works well.
Read full review Usability
From our perspective, it would be good having a UGC tool integrated with the system.
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I had 20+ years of accounting experience before taking on the revenue role. I had several things to [learn] but was able to easily master the software in a matter of weeks. Zuora is our preferred billing platform that we currently use - very efficient and much more automated than our other platform/process.
Read full review Reliability and Availability
There have only been a few days/instances in the past 2.5 years of using zuora that I, personally have had issues or been notified of issues relating to Zuora.
Read full review Performance
Zuora does a superb job for all the tasks I use it for. Billing - it is trustworthy and accurate. Customer data- it holds it and keeps past records for even cancelled accounts, and subscription builds - it has the ability to make very difficult subscriptions seem easy.
Read full review Support Rating
They have an excellent support team. It was more helpful if they were available by phone, but your ticket system support works good. The Logmein123 is an outstanding tool that helps us a lot when we need support.
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A support request is emailed to their support team, then an automated response is sent to you in a couple hours saying "Hey, someone will take a look at your support request soon". Then somewhere around 12-18 hours later, an actual support member responds with "Have you checked out our tutorials? Here's one that sounds like it might help you". I don't want a tutorial given to me that I've already read through that only exists because of the terrible user design of Zuora's user interface
Read full review In-Person Training
The onsite was so helpful and worth the hours spent. All three people that came to represent Zuora had a lot to offer.
Read full review Online Training
It was reliable.
Read full review Implementation Rating
I think Zuora did a great job. However, they could have provided more guidance on how to deal with out Payment Gateway and Processor provider, as well as guidance around providing a Mobile Responsive experience for sites using the Zuora HPM.
Read full review Alternatives Considered
Base on cost of initial investment, ongoing support and efficient development capabilities (i.e. import/export interfaces, workflows, etc.) this platform is leaps and bounds ahead of all the other major platforms I have worked with. Some of the others I worked with for as many as 12 years before experiencing the power of Latitude.
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In its focused area of subscription management, Zuora does well against competitors. There are some aspects of the tool that appear to attempt to be more "platform" oriented, but fall off quickly.
are not reporting tools, but they look great when compared to Zuora in this regard. Zuora has scripting capabilities thru REST and SOAP (deprecated), but I have found it to be confusing and not particularly useful; much of the documentation and KB seems out-of-date or just plain wrong.
Read full review Scalability
The product is capable of a lot, small companies and large companies can utilize it with ease
Read full review Return on Investment It help us a lot to manage our day to day business. It helps our users to produce invoices and handling payment plans in a very efficient way. Read full review Poor support has slowed down our implementation of features and resolution of issues Lack of flexibility has led to some complex and unwieldy workaround solutions No useful built in AR reporting so we had to come up with our own solution Challenges with finance due to unreliability of Salesforce sync Read full review ScreenShots Latitude by Genesys Screenshots