What users are saying about
9 Ratings
96 Ratings
9 Ratings
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Score 8.7 out of 101
96 Ratings
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Score 8.2 out of 101

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.
No photo available

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

Apache Lucene
Totango
6.2
Role-based user permissions
Apache Lucene
Totango
6.2

Platform & Infrastructure

Apache Lucene
Totango
6.4
API
Apache Lucene
Totango
7.7
Integration with Salesforce.com
Apache Lucene
Totango
6.1
Integration with Marketo
Apache Lucene
Totango
5.4

Customer Data Extraction / Integration

Apache Lucene
Totango
7.4
Product usage
Apache Lucene
Totango
7.7
Help desk / support tickets
Apache Lucene
Totango
7.1

Customer Success Management

Apache Lucene
Totango
7.0
Sponsor tracking
Apache Lucene
Totango
6.1
Customer profiles
Apache Lucene
Totango
8.0
Automated workflow
Apache Lucene
Totango
7.6
Internal collaboration
Apache Lucene
Totango
6.4
Customer health scoring
Apache Lucene
Totango
7.0
Customer segmentation
Apache Lucene
Totango
6.8

CSM Reporting & Analytics

Apache Lucene
Totango
7.1
Customer health trends
Apache Lucene
Totango
6.9
Engagement analytics
Apache Lucene
Totango
6.5
Revenue forecasting
Apache Lucene
Totango
7.5
Dashboards
Apache Lucene
Totango
7.6

Pros

Apache Lucene

  • Quick search of very large amounts of data on a single machine instance.
  • Extremely memory and disk efficient/performance.
  • Easy to setup and integrate into external systems.
Craig J. Stadler profile photo

Totango

  • Account's health and changes overview: In the homepage, which is your "dashboard", you can clearly see your portfolio's health and what has changed since your last update. In this way, it is easy to get fast insights and move accounts to your "attention center".
  • Health history: It's easy to see health changes over time and by clicking in the date range, you see what criteria were impacting this health at that time.
  • Account's hierarchy: For my business, it's really important to be able to group accounts and have more than one level of customers (companies and groups of companies, for example). This way, it is possible to design and deploy strategies to different decision makers.
  • Easy health profile set up: The Health Profile set up page is really easy to use, with simple calculations features to determine what is good and poor health for your customers.
  • Tasks and touchpoint monitoring: Although these features have some room for improvement (e.g.: edit options, paragraph, bold or topics could make a huge difference when you want to record long conversations or detailed topics), they are really user friendly and make it easy for the account manager to write down notes on the customer's updates.
Cecilia Prado profile photo

Cons

Apache Lucene

  • 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.
No photo available

Totango

  • if you connect through segment.io it requires you to go one plan higher on segment in order to use totango (but it's not a lot of money),
  • Sometimes the totango created 'engagement' score can be a bit tricky to understand rather than our own created health metrics and health scores we use totango for.
Jamie Wang profile photo

Likelihood to Renew

Apache Lucene

No score
No answers yet
No answers on this topic

Totango

Totango 4.8
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

Apache Lucene

No score
No answers yet
No answers on this topic

Totango

Totango 7.5
Based on 5 answers
I think it is easy to use but needs work on the user interface to make it easy to access specific functions. The side bar needs to be categorized so you understand why you would use it. There are also tabs that you can't access as an everyday user so you don't know why they are visible
No photo available

Reliability and Availability

Apache Lucene

No score
No answers yet
No answers on this topic

Totango

Totango 4.5
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

Apache Lucene

No score
No answers yet
No answers on this topic

Totango

Totango 5.7
Based on 2 answers
The support team is good and prompt as far as my problems were concerned
Ben Joe profile photo

Implementation

Apache Lucene

No score
No answers yet
No answers on this topic

Totango

Totango 7.1
Based on 11 answers
Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.
Sam Rutzick profile photo

Alternatives Considered

Apache Lucene

I have tried Elastic and Sphinx, each has their benefits but I feel like Apache Lucene overall is the best performing and easiest to setup and maintain.
Craig J. Stadler profile photo

Totango

I started at the organization after Totango was selected, but I hear the decision was based on how intuitive the solution was, and how it could integrate with the other solutions in-house. At prior companies, the reporting suite had been the primary focus. One company in particular selected a product that had extremely robust reporting options; however, we were at the mercy of the solution's product team for customizations/modifications, which took quite a bit of time.
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Scalability

Apache Lucene

No score
No answers yet
No answers on this topic

Totango

Totango 2.7
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

Apache Lucene

  • 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.
No photo available

Totango

  • Evidence from my perspective is limited since I've been using Totango for several months. The closest example of tangible ROI I've seen is using the data to help gauge how much effort and work I need to commit in order to renew (and in some cases save) accounts. There are have been a handful of cases in which poor engagement data allowed me and my CX counterparts to quickly address issues with customers - something that certainly impacts our customers' willingness to renew their subscriptions.
No photo available

Screenshots

Apache Lucene

Pricing Details

Apache Lucene

General

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

Totango

General

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

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