Very trying and complicated
March 18, 2016

Very trying and complicated

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zuora

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.).

Pros

  • Recurring invoices are easy to produce
  • Invoices look ok

Cons

  • 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.
Invoices take forever to create compared to our last system. The only good thing about Zuora is if you have a recurring invoices. Out of the 500 plus invoices we do each month we are lucky if we have 5 to 10 recurring invoices. Creating usage files can be very time consuming especially when you have been handed 60 invoices to create.
It's clearly only meant for subscription based businesses so I have no idea why we are using it in our department. It's almost like this system has a mind of it's own, what works one day does not work the next day. The training we received was beyond useless.

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