Zuora and Us - an imperfect fit
Updated December 20, 2015

Zuora and Us - an imperfect fit

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zuora Insights

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
I think it has some impact but it is much smaller compared to our other tools. The other tools we use provide us rich insights and allow us to see how our engagements will affect user behavior on the site. Zuora Insights doesn't really give us that type of insights; it is more of a measurement over time analysis that is provided. We may not be using it to its full capacity but we've found the other tools are doing this more holistically.
We don't have this need. We have a free service and so upsells and cross-sells are not really a part of our business at the moment. We are very much focused on utilization and usability as well as providing value to our users and customers. So value metrics, usage metrics and usability insights are where we are focused. Retention, conversion and segmentation is what we look at the most.
So, here the tool has helped in many ways. The challenge is that the exports and the graphs are not that usable. We cannot edit or modify the graphs and so that limits our ability to communicate to our business. However it does allow us to organize accounts by CSM and see some account health metrics however it is only about 15% of what we need to measure health.
I am actually not sure. We were using it rather heavily in the beginning as our customer success tool. As our needs and business expanded, the tool began to fall short of our needs and we went to explore the other tools we had to see if they could provide what we needed. It may be best suited for those that need a very generic overview of the health of accounts and for those that do not require realtime metrics and analysis.