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Zuora - OK, but not great
Updated March 18, 2016

Zuora - OK, but not great

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zuora

By the back-end systems team to manage customer subscriptions and bill charges.
  • 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 haven't used other products or solutions since I started working at Bandwidth.com, or at previous jobs before this one.
If you have a small business that you want to manually manage, it's simple enough and works well enough. If you want to implement a large scale, highly performant and durable application integration, it's difficult to manage and has lots of "gotchas".

Using Zuora

Specialized billing support, engineering, accounting
Engineers, billing support, accountants
  • Monthly billing
  • Subscription management
  • Invoice management
  • Payment processing
  • Uploading usage to solve complex business rules for our service plans
  • Taxation support
We've gotten used to its quirks and built a lot of workarounds for various problems we've encountered, so it feels like we've established a good base to work from with it.
  • Positive - helped us launch new, unique billing initiatives
  • Negative - taken up a lot of time debugging various "gotchas" with the service

Evaluating Zuora and Competitors

Not Sure
  • Product Features
I wasn't there, but I believe at the time, there weren't many other options that had the features we needed.
Look at more vendors who are doing similar things, ask more questions about API integrations and other customer's experiences.

Zuora Implementation

Not really, wasn't around when it first happened.
  • Implemented in-house
  • I don't know, wasn't around for it.

Zuora Support

The support team is very enthusiastic and attempts to be helpful; usually the issue is technical expertise with complex problems and getting responses from the engineering teams on difficult problems.
ProsCons
Kept well informed
Support cares about my success
Escalation required
Need to explain problems multiple times
Yes - Not really, it took a long time to get to the engineering team and I was told multiple times by a support rep that there was a workaround, when in fact there wasn't.
Many times there have been simple clarifications about the APIs or basic business rules that Zuora implements, and I've gotten quick and helpful responses quickly on these things.

Using Zuora

The entire UI feels like it was made many years ago and slowly added to without much thought to consistent, modern UI design.
ProsCons
None
Do not like to use
Unnecessarily complex
Difficult to use
Not well integrated
Inconsistent
Slow to learn
Cumbersome
Lots to learn
  • Editing basic account details
  • Setting up product rate plans
  • Amending subscriptions
  • Creating and applying discounts
  • Canceling bill runs
  • Searching for accounts or subscriptions