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Zuora is a versatile software that offers several key use cases for businesses across various departments. Users, such as Surf Air and …
Overview
What is Zuora?
Zuora is one of the best-known subscription billing platforms. Zuora is an enterprise-level product and, as such, provides comprehensive metrics, tax automation, and support for multiple currencies. It also offers Salesforce and NetSuite integration out-of the-box. It often replaces…
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What is Zuora?
Zuora is one of the best-known subscription billing platforms. Zuora is an enterprise-level product and, as such, provides comprehensive metrics, tax automation, and support for multiple currencies. It also offers Salesforce and NetSuite integration out-of the-box. It often replaces cumbersome ERP…
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Product Demos
Zuora Advanced Consumption Billing - Micro Demo
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Zuora Demo: Suspend For Non-Pay (Part 2)
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Zuora CPQ Micro Demo
YouTube
Zuora + Workato | Custom automations that fit your business
YouTube
Zuora Revenue Micro Demo
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Zuora Demo: Suspend For Non-Pay (Part 1)
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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 Features
- Supported: Product Catalog
- Supported: Subscriptions & Amendments
- Supported: Zuora for Salesforce
- Supported: Billing & AR Settlement
- Supported: Payment Processing
- Supported: Revenue Recognition
- Supported: GL Integration
Zuora Integrations
Zuora Competitors
- Braintree, a PayPal service
- Maxio
- Vindicia
- Microworks Prism POS
- 2Checkout from Verifone
- Ericsson Enterprise & Cloud Billing (formerly Metanga)
Zuora Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
Zuora is one of the best-known subscription billing platforms. Zuora is an enterprise-level product and, as such, provides comprehensive metrics, tax automation, and support for multiple currencies. It also offers Salesforce and NetSuite integration out-of the-box. It often replaces cumbersome ERP (enterprise resource planning) systems that does not focus exclusively on billing.
Reviewers rate Performance highest, with a score of 9.7.
The most common users of Zuora are from Mid-sized Companies (51-1,000 employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
Zuora is a versatile software that offers several key use cases for businesses across various departments. Users, such as Surf Air and Branch, have found value in using Zuora as their primary revenue and subscription management system. It handles the complexity of subscription management, invoicing, and billing seamlessly, allowing finance, technology, customer service, and product strategy teams to automate manual processes and save time. Zuora has also proven valuable for the finance and accounting departments, serving as a centralized billing system that consolidates billing accounts and avoids the need for manual revenue reconciliation. Additionally, the integration of Zuora with Salesforce allows sales operations to manage the product catalog accurately and enables sales representatives to generate accurate quotes. Furthermore, companies implementing Zuora globally have benefitted from its ability to address subscription-related problems, recurring payments, prorations, discounts, invoicing, and reporting. The software has also been praised for its flexibility and support in scaling businesses during seamless transitions from other vendors. Overall, Zuora's features cater to multiple departments within organizations by facilitating financial transactions, managing subscriptions efficiently, providing valuable insights through data analysis tools like Zuora Insights, and aiding in compliance with company guidelines during field inspections.
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.
Inaccurate Reporting: Several reviewers have expressed dissatisfaction with the reporting capabilities of Zuora. They feel that running multiple reports and combining them to get the desired level of detail is time-consuming. Some users also mentioned the need for improvement in distinguishing between multiple lines of business.
Difficult User Interface: Many users find the user interface of Zuora confusing and unintuitive. They have encountered issues such as clicking on hyperlinked subscription numbers leading to invoices instead of subscriptions, limited customization options to improve the poor UI, and weak search and reporting capabilities.
Lack of Integration and Flexibility: Reviewers have highlighted several integration and flexibility-related concerns with Zuora. Users mentioned challenges in integrating Zuora quotes with Salesforce, difficulties in customizing without Apex coding knowledge, limitations in offering different payment plans and billing frequencies, and a lack of seamless integration with popular accounting systems like Quickbooks.
Attribute Ratings
Reviews
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March 18, 2016
Flexible Reporting Machine
Zuora is being used across organization. It helps in financial reporting, sales reporting and customer management.
- Zora is best in reporting and it gives the flexibility to change the kind of reporting as per the user and his requirements . any report can be added by the users himself .
- If I talk about the finance point of view, it should add the functionality to search for the specific check number.
- zuora has not been able to add the name of the products to the invoices.
We use Zuora in the finance department for all billing and collection needs.
- 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.
March 18, 2016
Very trying and complicated
We have been using Zuora for less than a year. We started in July 2015. Our company was a small family company of about 300 employees or so around the globe. We were bought by a large corporation in June. We are a consulting firm in the hospitality business mostly. Although we do other venues as well such as sporting events, retail etc. Our consultants go out into the field and anonymously check to be sure that whomever they are inspecting are following guidelines set forth by the company. For example we will go to hundreds of Marriott hotels each year to check and be sure they are up to par in all aspects (e.g. room, food, personnel, etc.).
- 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.
March 17, 2016
Zuora - a powerful billing and reporting platform
Zuora's main function within my company is to bill customers. Specifically we utilize Zuora to generate invoices and to run customer and billing reports. While I cannot speak to the billing aspect, as my main responsibility is tax, Zuora is helpful to us during an audit when we are required to provide invoice details for a given period.
- 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.
March 17, 2016
Zuora...a billing team's best friend!
Zuora is used throughout our organization to generate invoices, as well as process payments, and refunds. It is our most reliable and detailed billing resource.
- 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.
March 16, 2016
We love Zuora!
Zuora enables recurring billing and flexible pricing for HMH Consumer web, iOS, and soon, Android applications. We integrate Zuora with our front end web based registration systems, and our general ledger system. It is not used enterprise wide, but is critical for the Consumer division.
- Zuora's Subscription modeling, particularly around pricing flexibility, is very well thought out. Whenever Marketing wants to try something new for pricing / discounting, we are able to support their requests.
- Zuora's Revenue Recognition and GL integration is great. Many legacy GL and ERP systems do not do revenue recognition well across all use cases, including returns, discounts, and credits. Zuora has thought all of this out very very well.
- Zuora's APIs and technical integration is very well thought out. This allowed us to integrate our eCommerce, Access & Entitlement, and GL integration with few issues along the way.
- Zuora is more focused on a B2B scenario, and always creates A/R when billing. In the case of a B2C business, we do not know if a customer will choose to renew when faced with a decision. Before the fact billing, and then the customer choosing not to pay that bill, is not AR for us. Therefore, we would like to see some type of Proforma functionality, so we can bill ahead of time without financial booking until they pay. Another option could be to allow payment to be collected without an invoice generated first.
- Allow Payment Run to be initiated via API.
- Allow Month End Close to be initiated via API.
March 16, 2016
Zuora Great tool for revenue tracking!
Zuora is used by the accounting/finance department to help aid with deferred revenue and current month revenue recognition. We were able to move from an Excel spreadsheet to a more accurate method to track our revenue on a daily basis. We have over 1,000 new subscriptions a month, so this is a better method and tool to help with tracking new members.
- 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.
March 16, 2016
Zuora: Best But Imperfect
Our organization uses Zuora across sales and finance in conjunction with Salesforce.com to manage all product subscriptions and invoicing. We use its price book for quoting as well, and its data is pulled to our other websites for renewal and product-add purposes.
- 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.
March 16, 2016
Give me MOR-A of that ZUORA! A++++++++
Zuora is used in my company to receive payment from customers for their subscriptions. On a daily basis it processes thousands of payments for our customers and it is very easy to use. It is the only payment program we use.
- 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.
March 16, 2016
Zuora review
It is used across the entire company as our transactional quote to cash system of record. All deal flow and financial sales information flows through Zuora. It holds our SKUs, rate plans, and offers. We have integrated with Salesforce.com using Zuora's professional services help along with Accenture as a partner.
- 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
March 16, 2016
Ease of using Zuora
Zuora is being used across the organization, for billing and revenue recognition across subscription software, perpetual software and maintenance, and professional services. Our company was at the precipice of pivoting to a primarily subscription model, and we were struggling with systems not built for subscription management; crippling our ability to keep a complete view of our customers and to easily calculate subscription metrics.
- 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.
March 16, 2016
Zuora review
We use Zuora as a billing service for our subscription business. It is the best product for subscription billing as it allows for updates mid subscription for upgrades and additional purchases. Zuora is only used by our finance team.
- 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.
Zuora is being used by our company to power its next generation SaaS B2B platform. It serves many functions such as being the central host of the product catalog and being the subscription billing platform. It is integrated into our Salesforce.com instance where sales opportunities and quotes are managed. It is also integrated into our downstream fulfillment system where usage is incurred by customers.
- 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.
March 12, 2016
Zuora is my favorite
Zuora is being used for billing mostly. It can't be used as a GL. The revenue detail module is not set up properly.
- Clean UI. The color is green/teal.
- Billing and payment cycles.
- Data pulls are nice.
- Setting up zuora to be used as a general ledger.
January 07, 2016
Incredible Customer Management Tool
Zuora Insights is being used by our sales, marketing, support, and success teams. Our account executives use it to determine how their accounts on trial are progressing and determine which need additional attention. Marketing is using Zuora Insights to wire automated emails to at risk accounts to try to get them back on track. Support uses it to check in on what exactly is going on with a user or account who has filed a ticket. And our success team uses it to check on the health of their accounts and to flag at risk accounts they need to spend some additional time and outreach on.
- Zuora Insights has seamlessly integrated with our existing technology stack. We were able to plug directly into Amplitude for activity tracking without having to rewire anything and their ability to integrate with Salesforce means that we can build out connections to our other integrated products such as Pardot for sending out automated emails.
- Zuora Insight has done a great job of helping us to identify at risk accounts and help us begin to tackle churn. Our success team lives in Zuora Insights and would be flying blind without it.
- We've always tracked usage data (originally Mixpanel and now Amplitude). But the challenge was getting any of that information out in a useful way. With Zuora Insights it's easy to build groups and have those written to Salesforce where alerts can be set, tasks assigned, and automated emails sent out.
- If I'd written this earlier this week I would have said only being able to write to Salesforce at the account level and not the individual user level. However, Tom and the team just finished implementing this functionality for us which is opening up all kinds of additional things we can do.
January 05, 2016
Data Surprises Can Be A Gift
We are using Zuora Insights to understand how our customers use our website, what makes them decide to purchase the offering, and how to keep them engaged.
- 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.
January 05, 2016
Zuora Insights- A Game Changer
Zuora Insights has been a game changer for my organization. We sought a solution to collect, analyze and provide real time data about our clients activities, engagement and goals. Currently it is utilized by client facing employees. Zurora Insights has rapidly increased our ability to accurately predict churn, highlight problem areas and provided valuable data points and statistics to all levels of the organization. As an organization we have transitioned from being reactive to being proactive. Since implementation, we have increased overall dollar retention by 9%, client retention by 6% and have secured record breaking upgrades over the past 12 months.
- Provides real time data with the click of a mouse into areas that would take traditionally hours to put together. As a result, dramatically increased productivity.
- Consulting and engineering are receptive, responsive and involved in understanding our mission, goals and business. As a result, we have a valued partnership in reaching our targets.
- Reporting and analytics are easy to use, understand and interpret. As a result, we have been able to stratify our client base and alter our strategies based on new ways of looking at information.
- Working with Zuora currently on improvements, but looking forward to being able to look at historical snapshots of data for comparison.
January 04, 2016
See how Zuora Insight helps Jasmine Software help acupuncturists
Zuora Insights helps us at Jasmine Software see which users are actively using our product and the features they're using most. This helps us keep a pulse on the users happily using our product versus the ones who might need a little nudge. With Zuora Insights, we can easily see which trial users are having difficulty with Jasmine and proactively reach out to them and help them along. And, for paying users, we can see our most active users and help the less active ones be more productive by introducing them to more of Jasmine and getting more value out of the product.
- Simple user interface to easily navigate information
- Easily allow third party products to extend and collect data
- I'd like to see Zuora Insights provide some automation such as sending an email template to Jasmine users based on certain user actions or insights.
December 21, 2015
Z-Insights Product Review
We use Zuora Insights in our customer success organization to monitor, track and help predict the engagement of our top tier customers.
- The front end UI is by far the best of all the customer success analytics tools I have used.
- Flexibility of implementation and integration across various systems.
- They are one of the most customer success centric organizations I've worked with.
- I would like to see the ability to create your own metrics and reports with the collected data instead of relying on the Zuora Insights team to create metrics and reports for you.
December 20, 2015
Zuora and Us - an imperfect fit
We use it across the organization. It is primarily used to view accounts and activity on our tool. It provides some insight into the activity across our footprint, new users activity and existing user activity. We have also tried to use it to measure a key metric that is specific to our business.
- It integrates nicely with our tool and provides almost real time usage. This helps us monitor how our users are using the the tool and if they are spending too much time on any given step.
- It provides a good summary of information for each account. This helps us see an overview for each account and allows us to map to actions and activities to address users' needs.
- It allows us to create groups to further analyze our users and accounts. This helps in our analysis and seeing patterns.
- The most frustrating aspect is that it is unable to do real-time analysis. It does most of its analysis on a weekly or monthly basis which is rather useless for our business. We've moved to another tool that can do this for us.
- The groups fall far short of what we need. The functionality is extremely limited and again we have to go to another tool to get the analytics we need.
- We've asked for several areas in the tool to be enhanced and we were told about 6 months ago that it would happen in the fall. There is little to no follow up and we don't think they are going to do them - we hope they do but it doesn't look promising as we don't have a lot of contact from them
December 18, 2015
Zuroa Insights Review
We use Zuora Insights to track our users within their accounts, see what they are using the most. We also see what their last activity was. Basically we use it for everything in regards to our clients. It is being used across the whole organization. It helps us address what products are popular. We love it.
- Its so easy to use and understand!
- Allows us to understand how active and successful our clients are
- Lots of data!!
- The searching functionality! We would like it to be faster when searching for users or clients.
- The most frustrating aspect is that it is unable to do real-time analysis.
December 18, 2015
Z-insights. Seems cool but is it useful?
Right now, we use Zuora Insights to monitor how our customers adopt our technology. For the most part, it's pretty useful to be able to look at a variety of engagement statistics and what all the different users in our organization are doing. Our entire department is using Zuora Insights and for the most part we're happy with it.
- Helps us check on users' adoption of our org in different stages.
- We can look at user versus org.
- We can get a comprehensive overview.
- Sometimes the metrics seem a little skewed or hidden. We'd like some clarity and control on how they are measured.
- Recently, for our all our customers, every group we've created is empty. That seems unlikely.
- We cannot get lists from Zuora Insights that don't include deleted users.
December 15, 2015
SaaS Usage review
Zuora Insights is being used for the customer facing roles within the company. Basically we use it to track the usage of our customers on the platform to see if we need to focus on training them in specific parts of the tool or if their adoption of a certain part is in good standing.
- Displaying numbers in a nice way
- Giving good insights
- Easy to use platform
- A little hard to toggle between orgs
- Things that seem clickable aren't
December 14, 2015
More
We use it within the customer success team and would like to expose it to the entire company, but in the current state that is not possible. It would be better if there were an easier way to provide an executive dashboard.
- Ease of filtering for some metrics
- Reports
- Dashboards
- Easier way to create health scoring
December 11, 2015
Giving a deep look at your customers
It is being used across the whole organization--though primarily by Client Services, Marketing, and Sales. It is our primary method for analyzing product usage trends and metrics by our clients. For Client Services, it helps with predicting at-risk accounts while for Sales and Marketing we use it to produce stats for demos or marketing materials.
- It brings together data from a lot of different sources and presents it back to you in an easy to digest format.
- It has a robust API, so I can send in data in lots of ways for tracking both user-level and account-wide attributes/metrics.
- The interface is easy and logical to navigate.
- Many metrics you want to build out cannot be done on the user end, but instead must be installed by Zuora staff. I know future development is focused on a custom metric builder--but, it will really improve the tool to have one.
- The ability to export data is pretty all or nothing at the moment. I recommend an export tool that allows me to limit what I want to pull out instead of sending me all metrics each time.
- In the UI, you can add and remove attributes/metrics from groups. However, when you do so, it updates the list for all groups--making the columns unique for each group would be very useful for reporting.