Reviews (1-25 of 128)
- 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.
- 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.
- 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
- 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.
- Consolidated invoicing
- High-volume, complex subscription management
- The user interface is a disaster. There are many things that make no sense, such as clicking on a hyperlinked Subscription number that takes you to an invoice instead of the subscription.
- Extremely limited customization capability to improve poor UI
- Searching/reporting is very weak and difficult to use. The format of exported data is at least different than what many other systems tend to use. I find it unintuitive and difficult to manipulate or perform tasks such as vlookups and filtering; perhaps it's really smart and I just don't get it
- The concept of a credit memo does not exist...yet. They keep promising it but have not delivered. Their solution has been Invoice Adjustments and Invoice Item Adjustments, which at least don't make sense for my business.
For a simple subscription business, Zuora is a great tool. If you get into multi-year subscriptions (known to be multi-year from inception), there are challenges, particularly related to revenue recognition, amendments, and, especially, future-dated amendments.
- 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.
- 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.
- Products are easy to use and create with Zuora
- Much customization from email templates to billing to products.
- Recurring billing and reporting.
- They don't have very many out of the box payment plan options so that takes a lot of work to set up.
- Back end functions and making billing/subscription modifications are complicated.
- No list price field for products, at least with how we are using it so we had to build a workaround to have a visible list price.
- 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.
- 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.
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!
- Automated billing and payment runs
- Allows information to feed directly from API integration
- Payment gateways, payment method updater, etc.
- 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.
- 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.
- The user interface is behind the times.
- Making change to a subscription is very painful.
- Finding the information you need can be difficult.
Good to see the new multi entity option now introduced.
- ZUORA is brilliant at batch invoicing allowing you to perform an invoice to run for many customers at the one time.
- ZUORA does not handle corrections/CNs so well and this is often a manual task that could improve.
- 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.
- 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.
- Very good with subscription invoicing - works out all amendments prorated according to but not limited to subscription start dates
- Also great that with mid-contract cancellations - credits are automatically worked out and invoiced correctly
- Once default rules are set up everything just runs automatically in the back ground
- Links well with SalesForce
- Reporting - I find both the old and the new reporting clumsy but actually preferred the old
- Lack of Statements - why can I not pull a statement for an account that shows both the invoices and payments on the account?
- The statement that you can pull individually for the invoices or credit balance on an account, just has way too much info on it to send to the customer - it needs to be simplified
- Modeling works well and meets any varied business model you need for high volume subscription intake.
- Automatic recurring billing; reduces manual touch and enables billing team to focus on exception issues.
- Reporting specifically for billing forecast; utilization of evergreen term with no end date creates a false/inaccurate reporting of monthly or quarterly forecasting.
- Zoura quotes integration with Salesforce - this simply needs enhancements made to be more user-friendly and provide better details to error issues. It's frustrating at user levels to not be able to resolve more easily.
- Excellent subscription system
- Data quality
- Payment Options - Cash/Credit Balance
- Integration with Salesforce needs to be improved a little bit. The zuora to SFDC sync has issues all the time.
- Few key objects do not get synced to salesforce, example: Invoice Item Adjustment, Credit Balance Adjustment
- Handling installment payments with single invoice. We had to do custom coding for that.
- Zuora is excellent for subscription based services. The AutoPay module works great!
- Syncs well with Salesforce.
- The ability to speak with someone would be great!
- There should be an area for notes.
- I'd love to be able to give myself a task right in the system instead of using my calendar.
Zuora allows us to automate our billing process as well as provides flexibility to adjust our products and prices, which was much more limited using out of the box Salesforce opportunity products previously.
- The sync with Salesforce. The ability for Zuora and Salesforce to sync eliminates manual transfer of data and areas of human error.
- Flexibility of setup. With all the various types of products and different revenue recognition rules, Zuora allows us to set up the rules we need to fit our business model.
- Ease of use. Creating and posting bill runs is simple and straight forward. With a few clicks of a button you are able to create and post invoices for all customers.
- The service team. I have had a great experience working alongside the Zuora consultant team. They have been easy to work with and have the ability to suggest effective solutions to ensure Zuora meets our business requirements.
- The new reporting module is definitely a step in the right direction, but the reporting module could still be better. Mirroring the drag and drop functionality of Salesforce would be great with the ability to create custom dashboards from the data. The 'run detail' vs 'run summary' reporting is a bit confusing. The 'Hide details' functionality in Salesforce would be better. Also, the fact that you can not provide a link directly to a Zuora report is pretty frustrating.
- Ability to bulk import quotes from the SF side that integrates with Zuora. During our Zuora setup we were very surprised that the ability to bulk create Zuora quotes that sync to Zuora was not possible. This caused a real headache for our setup and it would be great if Zuora allowed for this.
- Credit card capture. Very easy to integrate with our web portal; we've had zero issues with it.
- Notification of issues on the Zuora side. The team is very proactive about any problems they're encountering; I feel like I always know what's going on.
- API access. The Zuora API is relatively easy to use and we have notifications integrated into our product.
- The API can be a little obtuse. Customization of fields sent during a notification would be nice. As it stands, we get a notification that something has changed and then we call back into Zuora to get the specifics. It'd be nice to avoid that second call.
- You can manage subscriptions, for instance, really easily and keep your customer updated on any change thanks to the automatic notifications system.
- Any change done on accounts is updated in real time.
- It gives a lot of possible inputs to use in order to look for the required information.
- Probably a nicer graphic layout.
- 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.
- 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.
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.
- Very good overview on customer-accounts startpage. All relevant information at first sight.
- Convenient search for payments and customer-accounts.
- Stable server availability.
- We have synchronization issues with our database causing delays in payment and subscription statuses.
- Some processes need to be confirmed too often. I don't want to be asked three times if I want to process a refund. Could save some clicks.
- We have one annoying unresolved bug that allows Zuora to create more than one active subscription. This causes double-payments.
Overall I'm satisfied with the interface and daily operations.
- Integrates well with Salesforce CRM.
- Allows high levels of flexibility for different payment schedules.
- zuora is not "fast" and thus not a good solution for transactional sales processes like ours.
- zuora is hard to understand for its average user, typically an accountant, outsourced cfo, etc.
- zuora customer support is slow to respond when instant reply is typically desired.
- zuora reporting is not on par with other start ups in the space and requires considerable learning and customization, leads to poor understanding of data trends.
More appropriate: enterprise, long cycle sales process that requires a lot of documentation
- Zuora makes it easy to set up various billing plans
- Zuora is powerful enough to meet the demands of most billing models and methods
- Zuora connects with Salesforce so sales reps never need to log into Zuora ever
- Zuora has good documentation, allowing the technical team to execute
- Zuora's basic email support can be very generic and lacking overall
- The REST API and SOAP API are not comparable, making some development needs very challenging to meet
- Zuora, like any complex software, requires close oversight and ownership, as there are tons of settings and things to configure
Zuora offers an out-of-the-box Salesforce integration. However, we needed to heavily customize it to ensure it met our needs.
- Flexible product catalog - allows us to experiment with various pricing and packaging models.
- Payment gateway agnostic - allowed us to port from our current system, while creating opportunities for alternative payment methods.
- Multiple currencies - gives us the ability to expand internationally with support for local currencies.
- API callbacks - allowed us to hook into existing transactional programs (CRM, ESP).
- API is currently a bit of a mixed bag - between very low level SOAP calls and very high level REST calls. Ton of room for improvement here, including streamlining refund process / closing out unpaid invoices / other use-cased based scenarios (all require many steps.)
- Learning curve - there's a lot to learn & master, some of which may require changing departmental processes.
- Documentation is bit of a mixed bag - there's lots out there, but sometimes found in Community, sometimes found in Knowledge Center or the self-paced training materials. Would be great to reduce the time needed to arrive at an answer to a problem.
- Zuora handles high volume, routine transactions very well.
- Zuora offers a great deal of flexibility on how a company bills its products.
- Zuora offers a nice reporting package for finance users.
- Zuora could use some improvements around billing for non-routine/one-off transactions.
Zuora Scorecard Summary
Zuora is software for subscription businesses. The software is designed to provide an end-to-end subscription management solution that includes billing, finance, commerce and insights, helping users establish a subscription business model and establish, nurture, and monetize recurring customer relationships.
Zuora spans across commerce, billing, collections, revenue recognition, and analytics. The vendor says their products aim to help users:
- Go to market with their subscription offerings, then grow and retain their customer base across multiple channels
- Automate billing, collections, and revenue recognition to scale their business and support their go-to-market strategies
- Deeply understand their subscribers and the health of their business at all times
Zuora is headquartered in Foster City, CA with 11 offices around the world. The company services over 800 clients, including HP, Dell, Financial Times, Box, YP.com, Vivint, Hubspot, and Schneider Electric.
Zuora Technical Details