Zuora implements personalized software demos and dramatically shortens its sales cycle, securing customers 4x faster

#1 Source of Lead Generation
Sales Cycle Shortened by 50%
4x faster Close rate

Recognizing that potential customers want to try before they buy, Zuora used WalkMe to develop and implement free, individualized software demos on their website. In doing so, Zuora has revolutionized both its first-time user experience and its sales efforts.

While Walk-Thrus guide prospects through relevant processes, Zuora is also able to track their behavior, allowing for better analytics and efficient lead generation.

Since launching WalkMe-powered demos, Zuora’s sales team:

  •      Close customers 4x faster
  •      Report a 50% drop in the sales cycle
  •      Name WalkMe their #1 asset for lead and pipeline generation
“Using WalkMe during the demo experience has helped us learn so much about our buyer, because our prospects vary across industry and market segments, understanding their personas and use cases helps us prioritize leads and which deals to attack.”
~ Matt Darrow
VP of Product, Zuora

Executive Summary

Zuora enables businesses around the world to launch and monetize products and services as subscription-based offerings. An innovative company with ambitious sales targets, Zuora needed to find a way to offer prospective customers the free trial they wanted, automatically tailored to best showcase relevant features of the software. As well, Zuora required an unobtrusive and effective way to introduce updates and new products, without disrupting existing customers’ workflow.

By implementing WalkMe’s real-time, in-system guidance, Zuora is able to deliver customized software demos. Targeted Walk-Thrus lead prospects only through the processes they are interested in. Walk-Thrus are also used to intuitively introduce features or updates to existing customers from within the Zuora platform. Additionally, WalkMe Insights enable Zuora to capture and analyze complex customer data. Overall, WalkMe has given Zuora the information and sales tool it needs to generate leads, close sales, and ensure customer success.  

“Using WalkMe during the demo experience has helped us learn so much about our buyer, because our prospects vary across industry and market segments, understanding their personas and use cases helps us prioritize leads and which deals to attack.”
~ Matt Darrow
VP of Product, Zuora

Recognizing that potential customers want to try before they buy, Zuora used WalkMe to develop and implement free, individualized software demos on their website. In doing so, Zuora has revolutionized both its first-time user experience and its sales efforts.

While Walk-Thrus guide prospects through relevant processes, Zuora is also able to track their behavior, allowing for better analytics and efficient lead generation.

Since launching WalkMe-powered demos, Zuora’s sales team:

  •      Close customers 4x faster
  •      Report a 50% drop in the sales cycle
  •      Name WalkMe their #1 asset for lead and pipeline generation

Executive Summary

Zuora enables businesses around the world to launch and monetize products and services as subscription-based offerings. An innovative company with ambitious sales targets, Zuora needed to find a way to offer prospective customers the free trial they wanted, automatically tailored to best showcase relevant features of the software. As well, Zuora required an unobtrusive and effective way to introduce updates and new products, without disrupting existing customers’ workflow.

By implementing WalkMe’s real-time, in-system guidance, Zuora is able to deliver customized software demos. Targeted Walk-Thrus lead prospects only through the processes they are interested in. Walk-Thrus are also used to intuitively introduce features or updates to existing customers from within the Zuora platform. Additionally, WalkMe Insights enable Zuora to capture and analyze complex customer data. Overall, WalkMe has given Zuora the information and sales tool it needs to generate leads, close sales, and ensure customer success.  

Executive Summary

Zuora enables businesses around the world to launch and monetize products and services as subscription-based offerings. An innovative company with ambitious sales targets, Zuora needed to find a way to offer prospective customers the free trial they wanted, automatically tailored to best showcase relevant features of the software. As well, Zuora required an unobtrusive and effective way to introduce updates and new products, without disrupting existing customers’ workflow.

By implementing WalkMe’s real-time, in-system guidance, Zuora is able to deliver customized software demos. Targeted Walk-Thrus lead prospects only through the processes they are interested in. Walk-Thrus are also used to intuitively introduce features or updates to existing customers from within the Zuora platform. Additionally, WalkMe Insights enable Zuora to capture and analyze complex customer data. Overall, WalkMe has given Zuora the information and sales tool it needs to generate leads, close sales, and ensure customer success.  

THE
Challenge

Designing a test-drive with maximum impact

As a growth company, Zuora’s objectives are to build demand generation, drive conversions, and work sales cycles more efficiently. Zuora found that most of its prospects want to test drive Zuora’s software before entering into a conversation with the sales team. To optimize the free demo as an effective sales pitch, Zuora needed a tool that would segment messaging for each unique user who accesses their website.

Zuora also faced continuous challenges around launching new products and updates, without disrupting its customer’s daily interactions with the platform. The combination of these issues influenced Zuora to find a solution that would tackle all obstacles of navigating prospects through an initial test drive of the platform, in addition to helping pre-existing users acclimate to a dynamic user database.

THE
Solution

A personalized user experience enabled by powerful analytics

In an effort to proactively engage customers, Zuora launched a free software trial powered by WalkMe on its website. Based on each user’s persona, WalkMe’s contextual segmentation gives Zuora the ability to offer personalized demo experiences to each customer by only presenting Walk-Thrus that drive them through relevant processes. In addition, Zuora transformed its customer facing analytics and reporting dashboard by implementing WalkMe Insights, which provides valuable and complex data about their own customers.

Appreciating the value of WalkMe’s in-system guidance, Zuora decided to provide pre-existing customers with the ability to use the Walk-Thru application to lead them through any in-application process from the moment they log into Zuora’s platform. Walk-Thru’s also alert customers of any updates made to the platform and guide them step-by-step through the new process.  

THE
Benefits

A significant asset for sales teams; vastly improved user experience

Soon after launching WalkMe to help new users navigate around Zuora’s free demo, it immediately became Zuora’s #1 asset for lead and pipeline generation, and Zuora’s best performing tool for converting prospects into qualified leads and opportunities. By capitalizing on WalkMe’s ability to tailor the free demo to each user, Zuora is able to easily track the behavior of leads, and feed this information directly into its CRM. This resulted in a 50% drop of its sales cycle across the board. After implementing WalkMe, Zuora found that it became easier to build a pipeline and qualify leads and that overall, customers who utilized WalkMe, closed at a rate 4x faster than customers who did not. 

WalkMe also enables Zuora to implement significant updates within its user interface without interrupting the customer experience. It does so by applying Walk-Thrus to alert users of changes, and teaching them how to adapt to the evolving platform. Overall, WalkMe has allowed Zuora to significantly improve the experience of first-time and pre-existing users, ultimately putting the company and its customers on the path to success.     

Customer
Response

“Once the individual customer was in deal cycle, we saw that the sales cycle collapsed by over 50% across every single one of our market segments, making it easier to find pipeline, qualify for the sales reps, and make it much faster for them to go and close those opportunities.” Matt Darrow, Vice President, Zuora

About Zuora
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