Incredible Customer Management Tool
January 07, 2016

Incredible Customer Management Tool

Jason Hubbard | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zuora Insights

Zuora Insights is being used by our sales, marketing, support, and success teams. Our account executives use it to determine how their accounts on trial are progressing and determine which need additional attention. Marketing is using Zuora Insights to wire automated emails to at risk accounts to try to get them back on track. Support uses it to check in on what exactly is going on with a user or account who has filed a ticket. And our success team uses it to check on the health of their accounts and to flag at risk accounts they need to spend some additional time and outreach on.
  • Zuora Insights has seamlessly integrated with our existing technology stack. We were able to plug directly into Amplitude for activity tracking without having to rewire anything and their ability to integrate with Salesforce means that we can build out connections to our other integrated products such as Pardot for sending out automated emails.
  • Zuora Insight has done a great job of helping us to identify at risk accounts and help us begin to tackle churn. Our success team lives in Zuora Insights and would be flying blind without it.
  • We've always tracked usage data (originally Mixpanel and now Amplitude). But the challenge was getting any of that information out in a useful way. With Zuora Insights it's easy to build groups and have those written to Salesforce where alerts can be set, tasks assigned, and automated emails sent out.
  • If I'd written this earlier this week I would have said only being able to write to Salesforce at the account level and not the individual user level. However, Tom and the team just finished implementing this functionality for us which is opening up all kinds of additional things we can do.
Like I said previously we've always tracked our users but that data was difficult to surface and was siloed. Easily the best thing about Zuora Insights is how easy it is to surface that data and then build out processes to do something about it. Before we could only really go back after the fact and diagnose what went wrong with an account, with Zuora Insights we're able to anticipate and get in front of problems.
Currently we only have one product and one pricing tier so we haven't been able to benefit from this. However, we are about to begin introducing new pricing tiers and product categories and look forward to being able to take advantage of the ability to better identify those opportunities to cross and upsell.
Knowing the health of accounts and now individual users has been incredibly helpful in coordinating efforts across all of our customer facing departments. Doubly so when that information makes its way into Salesforce where it can be tied into other systems and automation can be built out to facilitate efforts.
It's only been useful to marketing in the sense that I can create and automatically send out emails in support of the efforts the sales and success teams. For our support department it serves primarily as a quick check in when they're reviewing difficult tickets. But for sales and success it's an incredible tool.