Review of Zuora
February 11, 2023

Review of Zuora

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

Overall Satisfaction with Zuora

We use Zuora for billing (invoicing), creation and tracking of subscriptions, cancellations and sync of data over to our CRM (Salesforce) as well as to Netsuite for our financials.

Pros

  • Invoice creation
  • Amendment tracking

Cons

  • Reporting
  • Product catalog management (e.g. bundling)
  • Permission/role management
  • Poor support has slowed down our implementation of features and resolution of issues
  • Lack of flexibility has led to some complex and unwieldy workaround solutions
  • No useful built in AR reporting so we had to come up with our own solution
  • Challenges with finance due to unreliability of Salesforce sync

Do you think Zuora delivers good value for the price?

Not sure

Are you happy with Zuora's feature set?

No

Did Zuora live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zuora go as expected?

I wasn't involved with the implementation phase

Would you buy Zuora again?

No

If you have a very straightforward use case, simple product catalog and don't require integration with other systems, complex reporting or comprehensive tech support or knowledgebase, Zuora might be a good option.
For companies with a complex use case, integrations, detailed reporting needs or who need solid tech support, I don't recommend Zuora at all.

Using Zuora

100 - Finance, Billing
  • Generate invoices for clients
  • Manage subscriptions
  • Generate order forms via Conga Composer
In my opinion, they have terrible support experience, tickets often wait many days or even weeks without a response. No responses to requests for escalation of tickets. CSM never proactively engages with us and often also doesn't respond to emails even when we are looking to expand our usage of the application.

Zuora Support

In my experience, slow response times, poor technical support, technical documentation is lacking which means we have to engage support way more than we would like to. Tickets often drag on for several weeks with no update.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
N/A
Yes - I've had two bugs reported recently. One has gone unresolved for a few months, the other was resolved within I think two months.

Comments

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