What users are saying about
3 Ratings
Top Rated
95 Ratings
3 Ratings
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Score 9.3 out of 101
Top Rated
95 Ratings
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Score 8.2 out of 101

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Likelihood to Recommend

Amity

  • For success teams that are siloed, with a large stack to manage; it works amazingly
  • Or small teams
  • For Teams that may have a lot of revenue targets, it's hard
Janielle Loken profile photo

Totango

Great for CSM and Client Services teams. Can help increase collaboration with Sales side. Really helps frame out how CSMs should be spending time and definitely helps with what clients to focus on. Has allowed us to stop focusing last minute on renewals and get a longer view to catch potential churn.Not really a "Support" software or [meant to] take the place of something like Zendesk.
Stephen Wilson profile photo

Feature Rating Comparison

Security

Amity
8.0
Totango
4.6
Role-based user permissions
Amity
8.0
Totango
4.6

Platform & Infrastructure

Amity
9.5
Totango
5.9
API
Amity
10.0
Totango
6.7
Integration with Salesforce.com
Amity
9.0
Totango
5.7
Integration with Marketo
Amity
Totango
5.4

Customer Data Extraction / Integration

Amity
9.0
Totango
7.0
Product usage
Amity
9.0
Totango
7.7
Help desk / support tickets
Amity
9.0
Totango
6.2

Customer Success Management

Amity
9.0
Totango
6.6
Customer profiles
Amity
10.0
Totango
8.1
Automated workflow
Amity
9.0
Totango
7.2
Internal collaboration
Amity
8.0
Totango
5.4
Customer health scoring
Amity
10.0
Totango
6.7
Customer segmentation
Amity
8.0
Totango
6.3
Sponsor tracking
Amity
Totango
6.1

CSM Reporting & Analytics

Amity
8.0
Totango
6.6
Customer health trends
Amity
6.0
Totango
6.3
Engagement analytics
Amity
9.0
Totango
5.9
Revenue forecasting
Amity
7.0
Totango
6.9
Dashboards
Amity
10.0
Totango
7.3

Pros

  • Service
  • Data mapping
  • Displays data
Janielle Loken profile photo
  • Totango really allows flexibility in dashboarding a client contract. You can pull in all the relevant metrics into one spot to help make efficient use of CSM and management time.
  • Integrates well with Salesforce contract records. This is nuanced, but other vendors interact at the "opportunity" level in SFDC. For Services execution, it needs to be focused on the contract. This allows a lot of flexibility in designing the flow.
  • Reporting is pretty easy to set up. You can slice and dice the segments and create reports based on these segments.
  • There are a wide range of "TouchPoint" options in Totango, so you can log Kick Offs, QBRs, Renewals, Escalations, Nurture... TouchPoints. Super easy for CSMs to add and Management to report on.
Stephen Wilson profile photo

Cons

  • Some times it's too much customization
  • Better ways to take care of upsells
Janielle Loken profile photo
  • Unfortunately, Totango didn't integrate with our internal data and other platforms well- like Salesforce.
  • We likely didn't implement it well, but I didn't like having a different page for Customer vs. each individual product with the attributes all being the same. Too much duplicate work.
  • Apparently not easy to run reports on data.
No photo available

Likelihood to Renew

No score
No answers yet
No answers on this topic
Totango4.8
Based on 2 answers
The software has lot of issues. We are saving things and then it disappears which creates lot of confusion as well as problems. Money is also lost because of it. The employees also get confused and then they end up with lot of problems with the customer. The notification is not that great. It's so bad and cannot be completely read. So when a pile of notifications come we will ignore all of them.
John Abraham profile photo

Usability

No score
No answers yet
No answers on this topic
Totango7.5
Based on 5 answers
Simple, elegant, and intuitive.
Nate Richardson profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Totango4.5
Based on 1 answer
Totango is available all the time . the only problem is that some times it takes time to load specially the records of the customers. The data loading inside the customer account is fast. It may be because of internet service but still it can i,prove a lot. i have seen other competitors software which is faster
John Abraham profile photo

Support

No score
No answers yet
No answers on this topic
Totango5.7
Based on 2 answers
Because of heavy issues, we lose track of one thing and then end up with so many other things.
John Abraham profile photo

Implementation

No score
No answers yet
No answers on this topic
Totango7.1
Based on 11 answers
Not much since the implementation is still under progress. It takes lot of time to do so, I will say its still going on
John Abraham profile photo

Alternatives Considered

Amity understands that we need more than views to manage a cuatomer... you have to have a CRM.
Janielle Loken profile photo
We chose Totango because of cost savings but recently switched to Gainsight again because of a good deal and also to improve reporting.
No photo available

Scalability

No score
No answers yet
No answers on this topic
Totango2.7
Based on 1 answer
Information keeps missing and changing in totango . Because of that there is are lot of problems with it. We need to manually keep the backup in an another file. More over if in case we take the backup its so hard to track since its all in numbers. Totango can be much better if the cloud storage is working fine. My company is planning to discontinue due to this factor
John Abraham profile photo

Return on Investment

  • Faster churn indicators
Janielle Loken profile photo
  • Improved customer retention.
  • Increased insight into customer trends and data.
No photo available

Pricing Details

Amity

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details

Totango

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details