Reviews (101-125 of 135)
- Payment processing automation - It allows us to process payments and invoices effectively and efficiently to our customer base on a monthly basis.
- The integration with Salesforce.com works well - We use Salesforce.com company wide between all departments and it allows us to have the quoting from our sales team flow seamlessly into the Zuora subscription creation.
- There are some basic billing features that would be helpful - for example having the ability to run a customer statement for an account showing invoices and payments. We receive this request frequently and wish there was a streamlined option for this.
- While the reporting is continuing to improve, the report building feature is a bit clunky and cumbersome to build recurring reporting.
The Zuora platform itself was used by the company to process payments of our clients, but from what I recall the setup of the system was not done correctly and the integration between Zuora and NetSuite was shaky at best and never worked.
- Salesforce integration was decent
- REST and SOAP API was good
- Most of the support staff was responsive when tickets were submitted
- Development of the platform and other products seemed to be driven by customer demands rather than core business use cases. This ended up adding a lot of bloat unneeded complexity to the core platform as well as the Zuora to NetSuite integration
- The Zuora to NetSuite integration is pretty awful and should definitely be rebuilt
- Stick with a consistent UI instead of changing it (5.100 -> 6.0 -> 7.0)
- Better use of standard salesforce rather than janky customizations all over the place. A good example would be the use of Product2 to support forecasting, but custom objects still hang off of that and are being used to support a product catalog.
- Credit Card integration was pretty bad in terms of being able to determine errors from the processor or from Zuora
The concept of accepting down payments by the end user's customers requires the need to jump through many hoops because of the object model in order to support it.
This seemed to be the norm and as such leads me to believe that the Sales team was focused on getting something signed and promising features that were not easily supported.
- Zuora does a great job calculating tough subscriptions and auto -generating credits
- Constantly improving with new versions.
- Amendments to detailed subscriptions are not allowed.
- You must delete and rebuild the subscription in order to change certain information.
- Support response time is slower than I would expect sometimes.
- Online training
- In-person training
Zuora came onsite with us for a day and I was very impressed with the level of attention they gave us and the feedback.
- Straightforward interface for developing queries at Group, Account, and User levels.
- Flexibility for exporting query results to further analyze using other tools.
- Data analytics consultation for developing more in-depth metric indicators.
- Ability to query and explore Actions in a manner similar to Accounts, Groups and Users and customize charts (instead of having to export and rebuild them).
- More flexibility in query building (e.g., deeper nesting).
- Integration with MailChimp and Qualtrics to manage email campaigns.
- Identifies which users are actively engaged and using our product compared to average or heavy users of our product.
- Notifies [us] of buying signals, such as heavy use of particular features of our product.
- Displays data in graphs so I can see if a user's engagement is trending up or down.
- So far it's very intuitive.
- The site is very user friendly for the most part. Without much training, I was able to navigate through the system, and find what I needed.
- One major pro is how automated the billing feature of Zuora is. Once everything is set up correctly, then the creation of invoices and submission to the clients takes minimal time and manual effort.
- The amendment feature for subscription setup makes adjustments to an invoice/contract very difficult. My company in particular has very intricate contracts with projects that don't all begin in the same month. In addition we have annual prices increases, so adjusting the rate plans within our subscriptions takes more time and effort than it should. For example, if the start date of a project/rate plan changes, it shouldn't take two amendments to change the date (one to remove and one to re-add correctly). It should just be a more simple edit feature.
- I would also like to see one central location where we can view only our company's clients, and an invoicing schedule of what will be billed each month. We work for a company that has multiple entities using Zuora, and we see all of the other entities' data. I would like to see a simple filter function that would allow us to only see data pertaining to our entity.
- Another missing feature is a central location where we can pull the total invoiced amounts to date for each of our clients by project/rate plan including the corresponding invoice numbers and status of invoice.
- Would also like a way to enter a reference ID for each usage project/rate plan revenue schedule. Each period when we pull the revenue report, we have to go in and manually enter the ID
- Strict control over subscriptions start/end dates
- Control over cancellations; billing is stopped right away
- Autopost and Autoemail feature (although not able to use this feature in production just yet)
- Not able to generate a report for billing in home base currency (we deal with billing in multiple currencies)
- Does not accommodate fractional terms (contracts must have full number of months) therefore it is difficult to make products co-terminus
- A negative invoice can't be directly applied to an existing invoice to offset the charge
Anything else - does not work b/c of lack of flexibility in custom billing (split invoice is the only custom billing option and that one has limitations)
- Zuora has a powerful reporting function allowing a ton of useful information to be extracted.
- It can be tailored to fit your particular business needs.
- It produces an attractive invoice that is simple and can incorporate purchase order numbers, VAT, etc.
- For invoices that are already posted, it only adjusts the Grand Total rather than individual line items. Customers are occasionally confused by this assuming the adjusted invoice is incorrect.
- Zuora has several shortcomings when it comes to coupon calculations especially when an invoice is adjusted.
- On invoice adjustment items, the drop down menus change order reducing workflow efficiency.
- Complete feature set with clean user interface
- Easy to create reports
- Functional integration with other key systems that we use
- Some of the features are not as intuitive such as the way termed billing is set up in the subscription level. It is very difficult to figure which features should be toggled on or off depending on the particular scenario we are dealing with. The naming conventions do not seem intuitive if you are not a billing expert.
- Since Zuora is very date driven, maybe determine if there are certain date features that could be eliminated...to avoid confusion.
- Make it easier to send customers payment receipts on demand. A toggle switch on the account for "payment received" would be nice.
- Zuora is fantastic at calculating prorations and adjusting invoices and credits automatically.
- Zuora makes creating invoice receipts simple, while looking great and providing tons of details.
- Zuora is flexible and integrates with many other services and products with minimal tweaking.
- Data exports and reporting is powerful but not very intuitive.
- Adding dashboards with visual charts would be fantastic for at-a-glance monitoring.
- Exporting invoices for a full year with each payment as a line item would be fantastic for annual statements for customers.
- Easy to navigate and very well laid out.
- Contains a multitude of functions, including dispatching automated notices such as past due reminders, expiring credit card notices, etc.
- Payment processing and invoice adjustments are quick and easy.
- Very stable platform. In the rare case that we experience an issue of some kind, the support response is lightning-fast.
- No real built-in function to credit an account for a future (yet-to-be-invoiced) billing period. Alternatives are available, but not ideal.
- Aside from usage-based billing, not geared towards invoicing in arrears (for services rendered).
- Making multiple account adjustments without the aid of an API interface can be cumbersome.
- It keeps a record of material changes to subscriptions in versions. These can be reported and and researched as needed.
- It is cloud based which minimizes administrative overheard of the system
- The billing rules are flexible
- Zuora rates subscriptions based on time, not usage. If you sell value to your customers in usage (not time) this could be an issue when customer upgrade mid-term.
- Usage is marked as processed through the date of the last run invoice against that subscription and charge, even if zuora didn't rate a charge (invoice) against it.
- Being cloud based it means that any data modifications of any size have to be done against cloud based API's, orders of magnitude slower than equivalent on prem/sql based solutions.
Zuora's API is flexible, but will require professional services or in house development staff to become familiar to leverage anything that isnt available "out of the box".
- Managing subscriptions and charges, as well as monthly usage that we upload.
- API requests sometimes return errors, even though the change was applied, which causes double billing.
- Payments sometimes get stuck in processing and require opening a ticket to address.
- The API does not allow basic things like creating a Payment run, making it out of sync with the user interface.
- The service goes down more often than I'd like.
- I like the main navigation page - it includes a menu bar and pages with hotlinks to more detailed data.
- The subscription feature is very manual and can be cumbersome to edit to account for sales order changes. Instead of having one main page where all edits can be made in a single snapshot one must instead drill down to each individual product, make a single change and then save 3 times for each kind of date (contract effective date, service date, acceptance date) thereby triplicating effort. Date conflicts constantly arise which require creative rigging to make the system bill properly.
- Only a limited data is shown on the main page and some data is lost by going to the View All option (.ie.: Created By). It would be nice to have a scroll down option within the main page instead of having to navigate off the page and lose the continuity of how data is visually shown.
- After editing usage for a single client record the system brings up all clients instead of focusing on just the one client's usage history.
- Zuora seems "buggy" after updates. Functionality seems to be altered without warning. For example, where once we were able to delete a Cancel Amendment command to a subscription we lost that ability for some reason for a a few months. Then it magically came back intermittently for random client records.
- Recurring invoices are easy to produce
- Invoices look ok
- We are not a subscription based business. All invoices have to be created using usage files. What once took us 5 minutes or less now takes 15 minutes or more.
- I have yet to receive an answer to a question from support when there has been a problem. The typical answer is I don't know why that happened.
- Instructions in the knowledge center are not very clear and very hard to follow.
- Templates used for mass entries are extremely confusing.
- Every time an invoice is created we have to wait about five minutes and make sure that we receive an email that says the invoice creation was a success, which really slows down progress when things are busy.
- I can think of very little that makes this system user friendly.
- Houses data in (what I assume as a non-tech guy) relational databases to make querying for data very powerful and customizable.
- Customer information is on an "all in one" screen allowing the user to get relevant information.
- The layout of the screens are not user friendly. A task of simply looking up a customer should not require user documentation. The simplest of tasks should be just that - simple. When a user clicks on the link to "customer accounts" Zuora, it should take you to a query page, not a list of all customers.
- Data exports are very difficult and not intuitive. There are many people from many areas of the business accessing Zuora - it should not be that difficult to pull data out of Zuora. Perhaps the logic makes sense to the designers, but it doesn't make sense to the average user. Unfortunately we fall into the trap of running one or two types of data export because it takes too much time to figure out how to get what we need.
- The system, in general, is slow when running a data export. The speed is not the main issue, the problem is that when a user runs a data export, all data exports appear in the processing screen. Therefore if a user needs to access a data export from the day before, they may have to (in my case) tab through 290 pages to get to their export because so many other jobs completed since theirs.
- Provides a central location for all billing transactions.
- The running of reports is simple using the data exports tool.
- The speed at which account searches return results.
- The deferred revenue report is a life saver. It's great now that it's a cumulative report can be pulled.
- Journal entries are done thanks to having chart of accounts in the software. I just export them into Excel and I'm done.
- The ease of looking for items using various search options, examples - number, name, payment reference.
- The payment report makes it easy to reconcile with PayPal account.
- When I close the month, the journal entries run then instead of having to run them myself.
- Sometimes when we need to fix an account and aren't sure if we are doing it correctly, [we wish] that there would be a preview option to give us an idea of what would happe.n
- When creating a report, can't seem to find some of the fields that are on a canned report.
- Subscriptions are handled very well. They are flexible and easy to manage.
- Invoicing and bill runs are also flexible and easy to manage.
- The user interface in many places is obtuse and complicated.
- The system has several inexplicable rules dealing with subscription amendments that should be removed or user-toggled.
- The accounting backbone of the system is weak and could be more flexible.
- It is easy to use. Very straightforward and seamless for the employees of our company.
- It is convenient for the customer as they do not need to worry about manual payment each month - all payments via credit card are processed automatically. For accounts wishing to pay by wire transfer or check, the system will automatically ship them an invoice via email.
- Overall time-saver. Easy to cancel, easy to make amendments, easy to process payment and update billing information.
- Not much room for improvement. I am not sure if it is the way we have it set, but we are unable to update the currency on a Zuora profile. We would have to create a whole new Zuora profile and select the correct currency, and cancel out the old one.
- Minimizes SKU complexity
- Integrates with top third party software
- Integrates with multiple payment processors
- Could use a bulk/batch SKU creation and maintenance tool
- Move to RESTful APIs
- Inherit rate plan names and make cloning easier
- Zuora's native integration with Salesforce.com and 360 sync allows for SFDC users visibility to important customer and subscription information without needing to access Zuora itself.
- Zuora's customer success and global support services are extremely responsive.
- Out of the box subscription metrics save time for finance.
- Zuora is currently lacking traditional "Credit & Re-bill" functionality which can cause pain if billing is set up incorrectly, a tax exemption certificate or VAT ID is left out of the order, etc.
- Revenue reporting is restricted to what is billed. If you have a multi-year annual billed subscription, the system will only record revenue for the first year. If you require out year waterfall reports, that needs to be custom built.
- Some audit functionality is not quite there (i.e. changes to the product catalog are not logged in a way that are reportable).
- While Zuora does basic revenue recognition well, advanced revenue recognition (such as in the case of multi-element arrangements) is not possible within the system.
- Subscription Billing - Other products haven't mastered the requirements of subscription billing like Zuora has. It is easy to use and make updates.
- Data Exports - It is very easy to get any type of information you need form Zuora. Reports are very easily manipulated to return the data you need.
- Connects to other Systems - Since we only use Zuora for billing for our subscription business, we sync over all of the data from Zuora to our main system. This is done pretty seamlessly with only a few kinks due to differences in systems.
- A general search bar would make things easier. Currently you have to go to the correct tab, and make sure the appropriate drop down is selected or it will not return any results. It just makes for unnecessary extra clicks.
- It would be helpful if you were able to save data exports that you regularly use so that you don't have to select the criteria every time you need to run it.
- Currently you can not issue a single credit memo for an invoice. It creates individual adjustments or just a balance adjustment. This creates issues when syncing to our main system.
- Flexibility in product catalog options - lots and lots of options to set up our products in many different ways as we want to achieve different variations of behaviours.
- Management of subscription lifecycle - supports amendment, renewal, cancellation very well for subscription business.
- No easy way to sync changes to product catalog (such as addition of charges) to previously created subscriptions, aside from mass amendment.
- Works well for 100% subscription business but not when business has both true time-based subscription services and usage-based transactional services.
- Not yet a lot of options to customize towards specific billing options - although they are improving on that. Example, we needed prepay-with-drawdown which was not supported for years until recently.
- Zuora handles the customer accounts, payment methods and subscription relation really well.
- Their customer support is really awesome. They are very prompt.
- Enhancing their rest APIs. They have limitations which the SOAP APIs don't have.
Zuora Scorecard Summary
What is Zuora?
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