What users are saying about

Apache Lucene

8 Ratings

Totango

Top Rated
95 Ratings

Apache Lucene

8 Ratings
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Score 8.3 out of 101

Totango

Top Rated
95 Ratings
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Score 8.2 out of 101

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Likelihood to Recommend

Apache Lucene

Apache Lucene offers great full-text search library that makes it easy to add search functionality to a website or other applications. Lucene is ideal if you want low-level access to the indexes and its APIs. For general purposes, Apache Solr, the web application built atop of Lucene can be used instead. Apache Solr comes with caching, HTTP/ JSON APIs and a simple web administration console.
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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.
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Feature Rating Comparison

Security

Apache Lucene
Totango
4.9
Role-based user permissions
Apache Lucene
Totango
4.9

Platform & Infrastructure

Apache Lucene
Totango
6.0
API
Apache Lucene
Totango
6.7
Integration with Salesforce.com
Apache Lucene
Totango
6.0
Integration with Marketo
Apache Lucene
Totango
5.4

Customer Data Extraction / Integration

Apache Lucene
Totango
7.0
Product usage
Apache Lucene
Totango
7.7
Help desk / support tickets
Apache Lucene
Totango
6.3

Customer Success Management

Apache Lucene
Totango
6.7
Sponsor tracking
Apache Lucene
Totango
6.1
Customer profiles
Apache Lucene
Totango
8.1
Automated workflow
Apache Lucene
Totango
7.2
Internal collaboration
Apache Lucene
Totango
5.6
Customer health scoring
Apache Lucene
Totango
6.8
Customer segmentation
Apache Lucene
Totango
6.5

CSM Reporting & Analytics

Apache Lucene
Totango
6.6
Customer health trends
Apache Lucene
Totango
6.4
Engagement analytics
Apache Lucene
Totango
6.0
Revenue forecasting
Apache Lucene
Totango
6.8
Dashboards
Apache Lucene
Totango
7.3

Pros

  • We found Apache Lucene to be extremely performant in querying large amounts of data and retrieving the correct files based on the metadata provided.
  • The online community offers great support for the product. Even though it is an open source tool, it is not difficult to find help online for it.
  • When we were creating a proof of concept application, we found that the software worked just as well, while being run locally on a resource-limited PC.
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  • 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

  • We had difficulty porting the project to a cluster based environment on the cloud.
  • For our particular use case of retrieving documents based on text pattern matching, the program worked efficiently however, we did not find many resources for image pattern recognition based on their metadata.
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  • Retroactive actions: Today, Totango is not able to understand past data and make changes on customer's health based on that, which is a representative gap when you don't have real-time integration with your product.
  • Experience for offline data upload: Since we don't have a real-time integration with our product (we upload on a CSV data basis), it would be better if Totango was more adapted to this kind of use. An example of a gap in this matter is that Totango doesn't understand the "timestamp" when the actions were made, which means it is like all the actions you uploaded were made in the second you were uploading your CSV, instead of when it was actually made by your user. Although I know this development is on the product team's radar, it still does not have any forecast for the launching.
  • Block users to see data of different portfolios: When you have a big company and you don't want to share your revenue information or key contacts data with sales/CS managers who don't own the specific account, you have a certain gap with Totango. I know they are aware of that and planning some improvements, but today you cannot hide any data from any user, which means every Totango's user in your company can search and find data from every account. Its impacts are minimized by the portfolio set up (a segment of your homepage/dashboard), but the users are still able to find the data using the accounts search field.
Cecilia Prado profile photo

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
Because it's good.
John Abraham 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

No photo available
I wasn't part of that decision; however, my understanding is their support and their ability to find a workaround that works for you are superb
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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
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Return on Investment

  • Being an open source project we did not have to pay any licensing fees for using Apache Lucene. It has greatly improved our search functionality in our web apps.
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  • Easier to track revenue opportunities for a non-sales-focused team
  • Allows other teams to view customer status and get real-time updates for being able to continue support and sales process
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Screenshots

Apache Lucene

Pricing Details

Apache Lucene

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
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