Data Surprises Can Be A Gift
January 05, 2016

Data Surprises Can Be A Gift

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

Overall Satisfaction with Zuora Insights

We are using Zuora Insights to understand how our customers use our website, what makes them decide to purchase the offering, and how to keep them engaged.
  • Straightforward interface for developing queries at Group, Account, and User levels.
  • Flexibility for exporting query results to further analyze using other tools.
  • Data analytics consultation for developing more in-depth metric indicators.
  • Ability to query and explore Actions in a manner similar to Accounts, Groups and Users and customize charts (instead of having to export and rebuild them).
  • More flexibility in query building (e.g., deeper nesting).
  • Integration with MailChimp and Qualtrics to manage email campaigns.
The process for customizing the product to track what mattered in the website was straightforward and the engagement of our single point of contact and her team was a key component to driving that success. We met weekly, tracked our progress, and understood what deliverables would be possible in what phase/date.
We are still in early stages at this point - our primary focus has been on evaluating user engagement - but this is one of the many key metrics we will be working on this year.
We are able to use the information from Zuora Insights to develop email campaigns to drive user engagement and develop surveys to get more input on what the customers want. We have already learned that the data sometimes tells a different story from long-held beliefs about what customers want.
Zuora Insights is quite well suited to get a better look at what has happened in the past and digest it in a fairly straightforward way. It would be even more powerful if it provided some automated analytical capabilities to point to potential patterns of use or trends that may be of interest but have been overlooked.

Using Zuora Insights

2 - Product development and marketing
2 - 
  • Technical enough to understand data structure, build queries, and use exports as needed to build custom charts.
  • Good understanding of underlying website design and calculated fields.
  • Good understanding of basic marketing good practices to foster development of new queries to drive email campaigns.
  • Ability to interact with more technical staff to address data feeds, development of requirements for calculated fields.
  • Ability to understand basic statistics to drive deeper analysis (e.g., pattern recognition, factor analysis).
  • Develop metrics to drive development of email campaigns and measure their impact.
  • Develop user engagement metrics to foster consistent ongoing use of product.
  • Examine patterns of use to evaluate and aggregate data that may be useful to share within and across industry sectors.
  • Evaluating whether expectations of what/how customers use product has led to unexpected changes in strategies in both product development and marketing.
  • We hope to be able to use the product to do a deeper dive data analysis of product use.
  • Deeper statistical analysis of patterns of use.
  • Use of more advanced methods (like factor analysis) to promote development of predictive algorithms.
Engagement of the customer support team in developing our calculated fields and metrics is the key determinant of renewal.

Evaluating Zuora Insights and Competitors

  • Product Features
  • Product Usability
  • Analyst Reports
  • Third-party Reviews
We had specific features we needed that were deal breakers if they didn't exist.

Zuora Insights Implementation

The implementation support was awesome.
Yes - Dev-Test-Prod
Change management was a small part of the implementation and was well-handled - Get more users involved if possible during development to expand perspective.
  • Integration points (Salesforce, Mailchimp)
  • Getting data flows right for system fields

Zuora Insights Support

The response is on time as promised and always on point.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
While working through our product we asked for items that are bit more complex than usual. The team worked with us one on one to flesh out the requirements and we knew exactly when (and in some cases if) those items could be delivered.

Using Zuora Insights

Ease of building queries
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Queries
  • Exports
  • Understanding what the system/calculated variables mean in enough detail while building queries (need to refer to spreadsheet).
  • Little flexibility in evaluating actions.