Zuora Insights drastically improved visibility to how customers are using our app
December 08, 2015

Zuora Insights drastically improved visibility to how customers are using our app

Kishoree Keislar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zuora Insights

The sales and customer success teams use Zuora Insights. Sales uses it to determine prospect engagement during the free trial period of our primary product, Geopointe. The customer success team uses it to monitor adoption among existing customers and to identify the features of our product that are getting the most use. It gives us a leg up when connecting with prospects and customers because we already know how they are using the app.
  • Easy to read charts and graphs - you can very quickly get the info you need.
  • Integration with Salesforce - we have basic info (% of users logged in in the last 30 days, days until expiration, etc.) on the prospect's account and opportunities, allowing us to make more intelligent phone calls quickly.
  • The usage intensity that it provides doesn't work super well for our company - seems it gets skewed by large company sizes or a small number of users who use the app very intensely. This means that sometimes a quick glance at the stats can be deceptive.
We also use Mixpanel to track customers. I use Zuora Insights more often because it is easier to use. I think the biggest impact on customer retention is that we can make more intelligent phone calls and spend less time trying to get info out of the clients, making sales and renewals cycles shorter and making us sound more professional than we would otherwise.
This is something we want to do in the future but have not implemented.
Our sales and customer success teams are able to identify struggling prospects/customers and work together to get them up to speed.
Works great for our purpose - a SaaS company monitoring customer usage of our app.