Zuora Salesforce Integration: 3 ways to do it
Native integrations without any middleware work
A subscription-first approach helps businesses in maintaining long-lasting customer relationships. However, overseeing regular payments, cancellations, promotion activities, upgrades and downgrades, and all invoicing activities can be burdensome. Growing a subscription business becomes exponentially challenging with an expanding amount of subscribers. Many companies also employ Salesforce for streamlining their customer-facing processes, as it is currently the #1 CRM (Customer Relationship Management) systems in the world.
Zuora provides world-class invoicing and payment management solutions for subscription companies. Many companies use Zuora for their subscription needs and require a great integration with Salesforce. The integration between Zuora and Salesforce can streamline the managing of subscribers for sales, customer service and customer success teams, enabling businesses to grow without creating a lot of extra work.
Salesforce also allows businesses to integrate applications they use into their platform to provide a 360 view to agents. Zuora can be integrated into Salesforce in multiple ways, to allow for agents to action changes to subscriptions. This article will cover details about Zuora and Salesforce, including instructions on how to implement Limio for Salesforce to have a Zuora Salesforce Integration for the purpose of customer service teams operating in high velocity environments.
Introduction to Zuora
Zuora is a leading cloud-based software company that specializes in subscription billing, revenue, and finance solutions. It caters to businesses transitioning to subscription-based models, offering a robust platform to manage recurring billing, payment processing, and automated subscription services.
Zuora's comprehensive suite includes tools for pricing, quoting, revenue recognition, and analytics, enabling companies to efficiently manage the entire customer lifecycle from acquisition to renewal. As a business-critical platform, Zuora is designed to integrate seamlessly with other business systems such as CRM, providing flexibility and scalability to businesses of various sizes and industries.
Zuora's focus on innovation in the subscription economy has made it a key player for companies looking to adopt and thrive in the evolving landscape of recurring revenue models. Its solutions empower businesses to streamline operations, gain insightful data-driven decisions, and enhance customer relationships through tailored subscription experiences.
Key features of Zuora Billing
Zuora Billing is a leader in SaaS Billing solutions.
- Flexible Subscription Pricing and Packaging: Zuora Billing offers a highly versatile pricing and packaging system, allowing businesses to tailor their subscription offerings with a variety of pricing models. This includes one-time charges, recurring fees, usage-based pricing, and tiered rates, enabling companies to meet diverse customer needs and market demands.
- Automated Billing Operations: Zuora streamlines the billing process through automation, efficiently managing recurring billing cycles, invoice generation, and payment collections. This automation reduces manual efforts and errors, ensuring accuracy and consistency in billing operations, which is crucial for maintaining customer trust and satisfaction.
- Diverse Payment Methods and Gateways: Zuora supports a wide range of payment methods, including credit and debit cards, bank transfers, PayPal, and other electronic payment methods. It also integrates with multiple payment gateways, facilitating global transactions and enabling businesses to offer their customers preferred payment options for recurring payments.
To learn more about Zuora, click here.
Introduction to Salesforce
Salesforce, widely recognized for its comprehensive Customer Relationship Management (CRM) solutions, offers exceptional tools particularly tailored for sales people (Sales Cloud) and customer service agents (Service Cloud). Service Cloud is designed to streamline customer support operations, enabling agents to deliver efficient and personalized service. That said, it runs on the exact same platform as Sales Cloud and leverages a very similar data model around Accounts and Contact.
Key features include a unified agent interface, which provides a 360-degree view of customer interactions across multiple channels, and automated case management, which enhances response times and resolution efficiency. The platform also includes AI-driven insights and recommendations, empowering agents with the right information at the right time. Salesforce's emphasis on omnichannel support allows agents to seamlessly interact with customers via phone, email, chat, or social media, ensuring consistent service quality.
Additionally, the platform's extensive customization and integration capabilities enable organizations to adapt the system to their specific service workflows, further enhancing agent productivity and customer satisfaction.
Key features of Salesforce Service Cloud
Salesforce Service Cloud, a leading customer service solution, offers several powerful features to enhance the efficiency and effectiveness of customer support. Here are the top three features:
- Fast Case Handling: Service Cloud accelerates case resolution by providing a streamlined platform for handling customer queries and issues. It automates routine tasks, routes cases to the appropriate agents, and offers quick access to knowledge bases and resources. This rapid handling capability ensures that customer service agents can address concerns promptly, reducing wait times and improving overall customer satisfaction while meeting response SLAs.
- 360-Degree Customer View: Salesforce gives agents a comprehensive view of each customer, including their interaction history, preferences, and past purchases. This holistic perspective is crucial for personalized service, as it enables agents to understand the context of each case fully. With this information, agents can offer more accurate, relevant, and empathetic responses, thereby enhancing the customer experience.
- AppExchange Ecosystem: Salesforce's AppExchange is a marketplace offering a wide array of applications and integrations that extend the functionality of the Service Cloud. Businesses can choose from a variety of apps that add new features, integrate with external systems, or tailor the Service Cloud to specific industry needs. This flexibility allows companies to enhance their customer service capabilities and adapt to changing requirements, ensuring they can always meet their customers' needs effectively.
To learn more about Salesforce Service Cloud, click here.
How do you get Zuora and Salesforce working together:
You have broadly 3 options:
- Uni-directional sync from Zuora to Salesforce, Zuora Z360: Zuora Z360 integrates seamlessly with Zuora’s billing and finance solutions, allowing businesses to access detailed customer data, including billing history, subscription details, and usage metrics directly in Salesforce. However it is unidirectional and read-only, meaning that agents in Salesforce cannot modify or create new subscriptions. This add-on is free with Zuora and delivered via a Salesforce Managed Package. Learn more here.
- Bi-directional sync between Zuora and Salesforce for sales people, Zuora CPQ: Zuora CPQ (Configure, Price, Quote) is a powerful tool designed to streamline the quote-to-cash process for subscription-based businesses. It allows companies to easily configure and customize their subscription offerings, apply dynamic pricing models, and generate accurate and detailed quotes efficiently. Integrating seamlessly with CRM systems like Salesforce, Zuora CPQ enables sales teams to respond quickly to customer needs, reduce quote errors, and accelerate the sales cycle for subscription services. It is geared towards sales people, with approval processes, quotes, and complex deals. This add-on is paid and is delivered via a Salesforce Managed Package. Learn more here
- Bi-directional sync between Zuora and Salesforce for customer service with ecommerce integration, Limio for Salesforce: Limio for Salesforce is a specialised commerce solution that integrates with Salesforce to allow customer service and success teams to see Zuora subscriptions and make changes to them. It streamlines the creation and change of subscriptions, allowing for easy management of offers, promotions, and subscriber activities directly within the Salesforce platform. Designed to accelerate handling time, Limio for Salesforce offers a user-friendly interface to empower teams in managing subscription lifecycle and customer interactions rapidly. One of the unique feature of Limio for Salesforce is its ability to facilitate omnichannel commerce integrated with Zuora, for example starting an order by an agent and finishing it online with an ecommerce checkout or having an agent apply a discount and see that change immediately in Limio Self-Service portal. It is geared to customer service and success teams, handling primarily in-life scenarios such as cancellations and upgrade/downgrades. This add-on is paid and is delivered via a Salesforce Managed Package. Learn more here.
Limio for Salesforce can work together with Zuora Z360, serving different purposes.
- Data Synchronization: Utilizes a copy sync method to transfer data from Zuora into Salesforce.
- Data Structure: Relies on custom objects within Salesforce's data model for data storage and access.
- Data Depth: Provides comprehensive Zuora data, including subscriptions and invoices, but is granular in nature.
- Modification Restrictions: Data is read-only, meaning changes to subscriptions cannot be made.
- Synchronization Timing: There is a delay in synchronization, typically ranging from 10 to 15 minutes.
Limio for Salesforce:
- Data Synchronization: Features a live sync capability, pulling data 'on-the-fly' from Limio Commerce (which is in turn synchronized with Zuora).
- Data Access: Instead of residing within Salesforce's data model, data is accessed through API and managed via Flows.
- Data Relevance: Only contains data that is relevant to customer service handling, providing a high-level overview.
- Interactivity: Data is actionable, allowing customer service agents to make changes to subscriptions instantly.
- Instant Updates: Any changes made to a subscription are immediately visible within the system.
The essential difference is that Limio for Salesforce is designed for real-time, actionable customer service interaction, enabling immediate subscription changes, while Zuora Z360 offers a more detailed data set useful for in-depth analysis but with a read-only restriction.
Steps to Set Up Zuora Salesforce Integration with Limio for Salesforce
Now that you have learned about Zuora, Salesforce, and Limio, we’ll go through the steps to set up the Zuora Salesforce integration via Limio for Salesforce. For this Integration, you need to get the Limio for Salesforce package from the AppExchange. The steps to adopting the package are listed in the process. The following steps are listed below:
Step 1: Installing the Limio for Salesforce App in Salesforce
- Log in to your Salesforce account here.
- Now go to Limio for Salesforce AppExchange here.
- The new page will show the app listing for the Limio for Salesforce package on AppExchange.
- Now, click on the “Get it now” button to get in touch with Limio.
- Limio will then provide you with an install link.
- When prompted, make sure to check "Install for All Users"
Step 2: Configuring the Limio and Zuora Account
The next step is to connect Limio for Salesforce to your Limio Commerce application. This will involve setting up an Authentication Provider and Named Credentials in Salesforce. You will need to:
- Setting Up Authentication
- Creating Authentication Provider in Salesforce:
- Setting Up Named Credentials
These steps ensure a secure and efficient connection between Limio for Salesforce and Limio Commerce for omnichannel commerce. Full details are explained here.
Step 3: Integrating Zuora With Salesforce
To integrate with the Zuora application
- Start by heading to Setup in your Salesforce dashboard.
- In the Quick Find box, type in Named Credentials and click on it.
- Hit the New Named Credential button to create a new one.Name it ZuoraRestV2MI.
- For the URL field, pop in the endpoint URL you got from Zuora.
- Change the Identity Type to Named Principal
- Pick the right Authentication Protocol, like Password Authentication, that Zuora recommends.
- Enter the Username and Password details that Zuora provided you.
- Click Save to finish setting up your Named Credential.
If agents use Zuora to process credit/debit card details or direct debit payments, a hosted payment method (HPM) page must be created in Zuora. Then, copy the Page ID of the HPM page you've created in custom metadata.
Et voilà! You have connected Zuora and Salesforce via Limio for Salesforce.
Benefits of Zuora Salesforce Integration with Limio for Salesforce
Limio for Salesforce allows Zuora customers using Salesforce to empower their customer service and customer success teams to provide better service to their subscribers. Key benefits are:
- LIGHTNING WORKFLOWS ⚡️: Empower your team to effortlessly manage new orders and update subscriptions with our streamlined Lightning Flow. Slash call times and boost customer happiness.
- SMART CROSS-SELL, UPSELL AND SAVE OFFERS 🧠: Keep subscribers engaged with smart offers for cancellations, upgrades/downgrades, and win-backs. Elevate their experience with that personal touch.
- ERROR-FREE PROCESSING AND REPORTING 🕵️♀️: Streamline your process by equipping agents with scripted subscription orders. Ensure precise tracking, correct provisioning data, and spot-on reporting for acquisitions and churn.
- RICH TIMELINE 🗓️: Unlock the full story of your subscriber's journey with our visual timeline. View every interaction, change, and milestone at a glance to better understand and manage their subscription experience.
There’s multiple ways to integrate with Zuora and Salesforce depending on your use case! Zuora Z360 allows to surface information to anyone in Salesforce for free, Zuora CPQ is tailor-made for sales people, and Limio for Salesforce is aimed at customer service and success teams.
Now that you've learned about how to configure Limio for Salesforce to connect Zuora and Salesforce, you can start managing subscribers directly in Salesforce and develop an omnichannel commerce strategy without any integration work required!