Because I’m spending less time chasing data, I can spend more time thinking strategically about scalability, process improvements, and how we want the business to operate.
— Stacey Jones, Business Process Manager, Order to Cash Systems, ActiveCampaign
About
ActiveCampaign is an autonomous marketing platform powering end-to-end marketing across email, SMS, WhatsApp, and more
Industry:
Software and technology
01
The Challenge
ActiveCampaign’s order-to-cash team needed a faster way to answer billing questions, pull data, support testing, and handle day-to-day administrative work inside Zuora. In a lean operating environment, too much time was being spent on manual queries, one-off reporting requests, and repetitive setup work while the company navigated workflow changes and an ongoing migration. Zuora AI helps minimize routine work so the team can focus more on strategy, planning, and higher-value decision-making.
02
The Solution
ActiveCampaign made the AI functionality in Zuora Billing and Revenue part of its daily workflow for billing operations.
The team uses it for natural-language data queries, invoice and payment lookups, account and batch updates, and testing support, including duplicating accounts and subscriptions to create new scenarios faster.
03
The Benefits
- Faster answers to billing and account questions across the business
- Less manual work for data pulls, reporting, and administrative tasks
- Additional strategic capacity, with an impact equivalent to an additional team member
- A practical, sandbox-first model for adopting AI safely in finance operations
- Faster triage of billing defects, with support reps pulling account and subscription data themselves to separate one-offs from systemic bugs
- Fewer misrouted tickets, with billing support ruling out common causes (bill run timing, dunning state, order activation status) on its own
Zuora AI is really great at pulling the relevant information… quick data grabs and gos.
ActiveCampaign is taking full advantage of Zuora’s AI capabilities as a practical operating layer for day-to-day billing work. Rather than relying on manual report building or repeated data pulls, the order-to-cash team can ask questions in natural language and get faster answers on invoices, payment status, batch changes, account details, and other operational details.
That matters most for the small but constant requests that interrupt the day. Some questions are urgent but not recurring. They don’t justify building a new report or workflow, but they still need to be answered quickly. In that environment, Zuora AI helps ActiveCampaign move faster on the work that would otherwise chip away at team capacity.
The value extends beyond speed. During pricing trial tests, for example, the team uses Zuora AI to duplicate accounts and subscription structures rather than recreate them manually. That shortens setup time dramatically and helps the team move through end-to-end testing while staying focused on higher-value work.
For ActiveCampaign, the bigger outcome is strategic capacity. Stacey Jones, Business Process Manager, Order to Cash Systems, describes the impact as creating more mental space for complex thinking. That extra bandwidth gives the team room to think about scalability, process design, and migration work instead of spending nights buried in manual queries and data requests.
The company has also taken a disciplined approach to adoption. Rather than rolling the tool out broadly from the start, the team has tested it carefully, especially for read-write use cases, and emphasized learning in the sandbox first. That makes the story not just about AI speed, but about operational trust: using AI in genuinely useful ways while building confidence in where it fits.
“Zuora AI turned me from the person answering every billing question into the person fixing why those questions kept coming up. That’s the shift from reactive to strategic.”
— Stacey Jones, Business Process Manager, Order to Cash Systems, ActiveCampaign
For lean finance and billing teams, that combination is powerful. ActiveCampaign is showing how AI can reduce repetitive work, accelerate response times, and create room for more strategic thinking without requiring a wholesale reinvention of how the team operates.
