Reviews (1-25 of 131)
- 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.
- 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.
- 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.
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 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.
1. Consolidate our billing from 3 different billing accounts from Freshbooks to 1 account, which Zuora allows.
2. Avoid reconciled deferred revenue/monthly recoginised revenue manually outside the billing system, which Zuora could help with.
3. Strong needs to show billing and payment information to other users in the business, not only the billing operation team. Zuora could sync back the billing information to Salesforce, and allow support team and sales team members to have access.
- The Zuora consultants who I worked with during the implementation stages were extremely helpful. The system was chosen and the initial design was done before I was involved in the whole project of implementation process (with Zuora third party consultant which was not very competent); then we engaged Zuora consultant directly to customise more to suit our business, which turned out to be very helpful and efficient.
- Highly recommended the feature of revenue recognition, saving us the pain to recognised deferred revenue for advance payment manually.
- It is integrated to Salesforce and you could view the billing and payment information in salesforce.
- Reports can be improved. We tried to report on customer number and net Monthly recurring revenue movement from month to month. We could not get all criteria in one report. We have to download the data (a few reports) to our data warehouse and put logics in to work it out. Before the data warehouse automation, we have to do it in Excel manually which is time-consuming.
- Making amendments to subscriptions/accounts is time-consuming, it took a few step to perform one simple function. e.g. 1. currency change on the account requires cancellation of one account in one currency and set up a new account from scratch. 2. Changing the discount on the subscriptions need to remove the product and add the product back.
- The product catalog flat fee one is designed based on $/unit, and not catering well for tiered pricing. e.g. property room between 21 to 50 having the same price for the product, but due to the room number difference, the unit price is different, and having rounding issue when we tried to show monthly fee.
- Product catalog is not flexible enough. We offer monthly, quarterly, semi-annual and annual payment plan, and it is not a simple multiple your monthly fee by # of month. Billing frequency other than monthly is a different rateplan, and calculation has to be done manually outside before importing back to the system.
It suits a business which has internal resources to do a bit of coding work. A lot of feature enhancement requests take too long to come, and a company needs alternatives to solve the issue, and internal IT resources are almost a must-have. Or you can engage a Zuora consultant to make the customisation for you, with a cost.
- Subscription Management - Tracking subscription versions, amendments
- Subscription Billing - Providing pro-rated billing, detailed or rolled up billing depending on requirements
- Subscription Product Mapping - Several options for tiered and volume pricing as well as usage modelling within the system that align to most use cases.
- Quoting - Quoting in Salesforce is challenging and not that flexible. This often requires custom work and validation to implement business rules.
- Zuora's platform is user friendly
- Stores all information in one place, you can see invoices, processed payment, account information, etc
- Zuora is difficult to customize if you don't have any apex coding knowledge
- Some aspects of the platform are not flexible for the common user to configure
- Automates the billing process straight out of Salesforce.
- Automates the revenue recognition process to handle deferred revenue.
- Streamlines the Quote to Cash process for our organization.
- The ability to have a code that ties into Salesforce so that it is easy to tie a payment in Zuora to a particular customer in Salesforce.
- The ability to seamlessly integrate with all known accounting systems like Quickbooks.
- A little better GUI.
- It's really easy to use Zuora and to navigate using the UI to manage accounts, invoices, payments, bill runs, etc.
- Zuora offers us a great flexibility to adapt it to our industry and also an amazing scalability while we increase the size of our business.
- There is a lot of information on the internet. For example documents, demos, forums, etc.
- When working with Bill Runs you lose the previous configuration of Bill Runs if you make a change. You can't figure out all the information related to past Bill Runs.
- You can't "reactivate" a subscription, you have to create a new subscription.
- Bad Support! Most of my support requests I end up figuring out on my own and they just waste a couple days of your time by asking asinine questions.
- You can't refund a partial amount of the payment consistently.
- Even though it deals with multiple currencies, it doesn't have a currency conversion feature.
- Zuora is well suited for an environment where there is little need to modify customer's subscriptions frequently.
- Especially useful for e-commerce or web applications to easily set up and manage payments using a credit card
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