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

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.”