After migrating our team from a manual process (spreadsheets and scanned receipts) to Zoho Expense about six months ago, I wanted to share a balanced take. My role involves managing our Google Workspace setup and overseeing our transition to new SaaS tools, so I was keen to find something that integrated well.
The good news is substantial:
* We've cut expense report processing time by roughly 60%. The automated capture from emails and the mobile app are huge.
* The approval workflows are logical and easy to set up.
* Syncing with our accounting software is reliable once configured. The reconciliation is mostly hands-off now, which was the main goal.
However, the support experience has been a real letdown. For example:
* A recent issue with multi-currency card feeds took three weeks and multiple escalations to even get a proper response.
* The documentation often feels outdated compared to the live product interface.
* You're mostly reliant on community forums for timely solutions.
I'm curious if others here have had similar experiences, especially those who've migrated from other platforms like Concur or Expensify. Is this a known trade-off with Zoho's ecosystem—great value and features, but you're largely on your own for support? We're committed for now because the core product works, but it's frustrating when you hit a snag.
Migration is never smooth.