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Zuora operational specialist and incident manager at Wipro Limited
Real User
An user-friendly solution for managing subscriptions
Pros and Cons
  • "What I like best about the tool is it's user-friendly, especially when checking accounts and subscriptions. You can see all the details, like consumer-created subscriptions, invoice details, and the ability to create and remove rate plans."
  • "We don't know everything like the development team does. We are focused on operational tasks. I want to extend my knowledge of creating workflows and understand what the development team is doing. With replenishment orders sent after a certain frequency (like every three months), there's a problem if a subscription is canceled with a future date—it cancels on the same date instead."

What is our primary use case?

One of the main use cases is managing subscriptions. Consumers create subscriptions for products, and Zuora helps us handle that process. When consumers face account issues, our support team monitors and resolves those incidents.

Another aspect of our work with Zuora involves monitoring subscription creation. Sometimes, there are failures, so we need to track and resolve those issues. We manually process orders for European countries and the US, including trial and replenishment orders. We also handle tasks like invoice processing, which is partly manual and partly automated. We process the manual parts.

What is most valuable?

What I like best about the tool is it's user-friendly, especially when checking accounts and subscriptions. You can see all the details, like consumer-created subscriptions, invoice details, and the ability to create and remove rate plans.

What needs improvement?

We don't know everything like the development team does. We are focused on operational tasks. I want to extend my knowledge of creating workflows and understand what the development team is doing. With replenishment orders sent after a certain frequency (like every three months), there's a problem if a subscription is canceled with a future date—it cancels on the same date instead.

We have to raise bugs, especially when problems related to product design arise. For example, fraudulent consumers can place subscriptions even when we classify them as fraud. This issue should be addressed by providing a blockage or prevention mechanism.

For how long have I used the solution?

I have been working with the product for one and a half years. 

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What do I think about the stability of the solution?

I rate the tool's stability a seven out of ten. 

How are customer service and support?

The solution's technical support is good. 

How would you rate customer service and support?

Positive

What about the implementation team?

Our development team did the deployment. 

What other advice do I have?

I rate Zuora an eight out of ten. 

Disclosure: My company has a business relationship with this vendor other than being a customer:
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FATHIMA BEGUM - PeerSpot reviewer
Zuora consultant at Synthesis Systems Inc
Consultant
Provides easy drag-and-drop features, but support provides delayed responses
Pros and Cons
  • "I like the automated bill generation feature."
  • "When we raise global support tickets, we receive delayed responses."

What is our primary use case?

We use the tool to monetize customer subscriptions. It is an enterprise module. Whenever a subscription ends, we send an email notification to the customer. The product generates the order number and bill number. It takes two to three seconds, and the notification is sent to the customer automatically. So the customer can pay the bill simultaneously.

What is most valuable?

I like the invoice template creation and the HTML drag-and-drop concept. The subscription, order management, billing settings, and workflow features are fine. I like the automated bill generation feature. It can be achieved from the workflow.

What needs improvement?

When we raise global support tickets, we receive delayed responses. We have to wait two to three days.

For how long have I used the solution?

I have been using the solution for two years.

What do I think about the stability of the solution?

I have not faced any stability issues.

How was the initial setup?

If we have hands-on experience, the initial setup is easy. However, it will be difficult for a person to do it for the first time.

What's my experience with pricing, setup cost, and licensing?

The tool has volume pricing and tiered pricing models. The tiered pricing model is costly. The volume pricing model is more affordable.

What other advice do I have?

Zuora is a booming product in the market. It is useful and versatile. I will recommend the tool to others. It has many features. We can end the subscription whenever we want. It provides a recurring pricing model. I usually show the demo to the customers. Generally, customers like the product. I use AI if I have any doubts about the tool. I worked as a Java full-stack developer before. I switched streams because many people are losing jobs. Overall, I rate the product a seven to eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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October 2024
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Daniel Delgado - PeerSpot reviewer
Zuora Lead Developer at a tech vendor with 10,001+ employees
Real User
Helps automate processes, deliver business requirements, and streamline billing operations
Pros and Cons
  • "Zuora Workflow is valuable."
  • "The solution must add more programming languages to build logic."

What is our primary use case?

I use the solution for development tasks.

What is most valuable?

Zuora Workflow is valuable. It is the main tool I use to automate processes and deliver business requirements. CPR has helped streamline our billing operations.

What needs improvement?

The solution must add more programming languages to build logic. For now, it is purely liquid. It must add some simple JavaScript, Python, or another language. It will improve the capabilities of Zuora.

For how long have I used the solution?

I have been using the solution for five years.

What do I think about the stability of the solution?

The production environment is great. However, we tend to see some downtime for the Sandboxes. We can check the website's health. The stability of the Sandboxes must be improved.

What do I think about the scalability of the solution?

The scalability is good enough for my needs.

How are customer service and support?

The technical support team responds quickly. It is great. The responses are helpful. The engineering team tends to respond very fast.

How would you rate customer service and support?

Positive

How was the initial setup?

The ease of deployment depends on the previous system. It could be difficult to map everything if it was a legacy system or a custom software. If we were using a similar software, it could be easier. The developer tools offered by Zuora are good enough. We can migrate the data from Excel spreadsheets. A team of four people deployed the tool in our organization. The product is always deployed on the cloud.

What's my experience with pricing, setup cost, and licensing?

The solution is worth the price.

Which other solutions did I evaluate?

I have used Microsoft Dynamics, but it is not entirely like Zuora. We did not do billing in Microsoft Dynamics.

What other advice do I have?

I am a developer. I am a Zuora consultant. We saw the product's benefits after the initial deployment once we had the knowledge to take advantage of its features. In the beginning, it's usually like migration from a legacy system. It is kind of messy. Once we have hands-on experience, we will start seeing the value.

When there is a change in subscription, we have to go through an amendment to the subscription every time. We create a new order and add the new version of the subscription. The tool requires maintenance sometimes. We perform patching to clean up the account and improve the platform's overall performance.

Zuora has a very good Knowledge Center. It also has courses at Zuora University. These are the first things I show the people in the team. I asked my team members to complete Zuora Billing 101. It gives a very good explanation of the capabilities of the tool.

Overall, I rate the solution an eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Khushboo Upadhyay - PeerSpot reviewer
Senior Technical Specialist at a tech vendor with 5,001-10,000 employees
Real User
Provides a user-friendly and resource-rich environment for learning and using
Pros and Cons
  • "Zuora is an end-to-end solution that handles orders, payments, and licensing. Its robust billing engine manages all billing aspects, including debit memos. Zuora's rate plan charges offer the flexibility needed in the subscription business, allowing for easy product configuration."
  • "We feel the deployment and version comparison process could be easier when switching between different systems."

What is our primary use case?

Different companies have been using Zuora to transitioning from traditional business models to subscription-based ones. This shift has helped improve their businesses. Essentially, Zuora facilitates its move to a subscription-based approach.

What is most valuable?

Zuora is an end-to-end solution that handles orders, payments, and licensing. Its robust billing engine manages all billing aspects, including debit memos. Zuora's rate plan charges offer the flexibility needed in the subscription business, allowing for easy product configuration. It has evolved since 2015, driven by customer feedback and ongoing reviews. It rapidly improves with new customizations and deployment features, making it a leading solution.

What needs improvement?

We feel the deployment and version comparison process could be easier when switching between different systems. Based on our feedback, they are working on this. We can contact them whenever we encounter a problem, and they provide a solution.

For how long have I used the solution?

I have been using Zuora since 2016.

What do I think about the stability of the solution?

Zuora is quite stable. Occasionally, we experience performance degradation, but we receive notifications about these issues through a maintained site. There have been instances of performance degradation where things take a little longer. These issues can be tracked on our system, where their engineering team works to resolve them.

How are customer service and support?

Support is quite fast. We raise a ticket, and we get a response within one or two hours. If it's a high-priority matter, such as something significantly impacting us, we mention it as a priority ticket and get an even faster response.

How was the initial setup?

The initial setup was manual and time-consuming. We faced some issues with Zuora. These are technical issues with the tool. They have reduced the frequency of these issues over time and are also collecting user feedback. However, these problems persist when deploying from one environment to another.

What other advice do I have?

If you're seriously considering transitioning your business to a subscription model, Zuora could be a good choice.

Zuora can be a valuable tool, depending on your objectives. If you are considering transitioning your business to a subscription model, Zuora is a strong option. It helps manage various systems and processes associated with subscription businesses. Zuora integrates well with other systems, including Jira, through REST API calls, facilitating seamless integration with any system.

Zuora can also be beneficial if you have an order layer separate from your billing system and need a dedicated solution to manage subscriptions and finances. In such cases, Zuora can efficiently handle the subscription aspect, while your front-end could be Salesforce, SAP, or a web-based interface.

Learning Zuora is going to be easy because it offers comprehensive resources for learners. They have a training website called Zuora University, where you can choose any topic. The platform includes UI demonstrations and a learning sandbox, allowing you to explore and learn hands-on. In addition to Zuora University, there is an extensive Knowledge Center available online for anyone to access. Zuora is compliant with finance information standards, ensuring secure handling of data. Recently, they have introduced AI features, such as dashboards for generating reports and automating simple operations like auto-creation of tasks. Their support team uses an automated chatbot to create tickets based on user input. Overall, Zuora provides a user-friendly and resource-rich environment for learning and using their system.

Overall, I rate the solution an eight out of ten.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Revenue & Technology Optimization Manager at a media company with 201-500 employees
Real User
Provides the structure needed to optimize all of our billing processes
Pros and Cons
  • "These features are valuable because it has allowed the billing functionality to be fully operationalized. This allows us to refocus our energy on optimizing our recurring revenue streams outside of just basic billing.​"
  • "​It has made billing a reliable business function and provided the structure needed to optimize all of our billing processes.​"
  • "​It is some of the most responsive support that I have encountered.​"
  • "​It would benefit from more features designed to recoup revenue in B2C scenarios."
  • "I would build dynamic retry functionalities directly into the core product and enhance their integrations with all payment gateways."

How has it helped my organization?

It has made billing a reliable business function and provided the structure needed to optimize all of our billing processes.

What is most valuable?

  • Reliability
  • Uptime
  • Stability

These features are valuable because it has allowed the billing functionality to be fully operationalized. This allows us to refocus our energy on optimizing our recurring revenue streams outside of just basic billing.

What needs improvement?

It would benefit from more features designed to recoup revenue in B2C scenarios. I would build dynamic retry functionalities directly into the core product and enhance their integrations with all payment gateways, so additional data items could be passed with each transaction, such as recurring flags and Level 3 data.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

No issues.

What do I think about the scalability of the solution?

No issues.

How are customer service and technical support?

It is some of the most responsive support that I have encountered.

Which solution did I use previously and why did I switch?

I did use a previous solution. I switched because the other solution was not scalable.

How was the initial setup?

The initial setup was complex due to historical migration needs.

What's my experience with pricing, setup cost, and licensing?

Negotiate aggressively. Continue to push on cost until you feel comfortable.

Explore multiple options for implementation.

Which other solutions did I evaluate?

We evaluated Aria and Chargify.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Updated: October 2024
Buyer's Guide
Download our free Zuora Report and get advice and tips from experienced pros sharing their opinions.