What users are saying about
10 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
343 Ratings
10 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.7 out of 100

Totango

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
343 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Likelihood to Recommend

Custify

Two big use cases where it's very well suited: onboarding of our clients and churn prevention. It just saves me so much time and helps me recommend more strategic suggestions. At the end of the day I can see my productivity being a lot higher than before having Custify.
Georgiana Florea | TrustRadius Reviewer

Totango

Totango is perfectly suited for viewing and tracking upcoming renewals based on time until renewal, health factors, included products and more. Everything a CSR might need for monitoring account, being effective on monthly calls and not being surprised by a cancellation is there. It is not perfect for managing upsells / cross sells. There are a few small updates that I've recommended in Totango's user forum that will go a long way
Luke Johnson | TrustRadius Reviewer

Feature Rating Comparison

Security

Custify
9.7
Totango
8.2
Role-based user permissions
Custify
9.7
Totango
8.2

Platform & Infrastructure

Custify
9.7
Totango
7.9
API
Custify
9.7
Totango
8.0
Integration with Salesforce.com
Custify
Totango
7.7
Integration with Marketo
Custify
Totango
8.0

Customer Data Extraction / Integration

Custify
9.4
Totango
7.1
Product usage
Custify
9.7
Totango
7.3
Help desk / support tickets
Custify
9.1
Totango
6.8

Customer Success Management

Custify
9.6
Totango
7.6
Sponsor tracking
Custify
9.1
Totango
6.1
Customer profiles
Custify
9.7
Totango
8.2
Automated workflow
Custify
9.1
Totango
7.5
Internal collaboration
Custify
10.0
Totango
7.6
Customer health scoring
Custify
10.0
Totango
7.4
Customer segmentation
Custify
10.0
Totango
8.4
NPS surveys
Custify
Totango
7.7

CSM Reporting & Analytics

Custify
9.5
Totango
7.5
Customer health trends
Custify
10.0
Totango
7.3
Engagement analytics
Custify
9.4
Totango
7.7
Dashboards
Custify
9.1
Totango
7.7
Revenue forecasting
Custify
Totango
7.2

Pros

Custify

  • As many health scores as you want per account on one screen.
  • As many lifecycles as you want per account on one screen.
  • Lots of health history information per client on one screen.
  • Very easy usage for team collaboration.
Anonymous | TrustRadius Reviewer

Totango

  • NPS Surveys
  • Segmented Campaigns - the different activity/engagement filters you can apply to a campaign make it easy to target specific groups in a scaleable way!
  • Ability to store the history of client touchpoints in one place making internal account management transitions much easier
Anonymous | TrustRadius Reviewer

Cons

Custify

  • There was a problem integrating our CRM at first, and to be honest, I almost switched to another product because it's a big deal for us, but they got it worked out significantly faster than any of us guessed it would take, so we stayed, and I'm glad it worked out.
  • The main data point still missing is global revenue. I reached out and they said it's in the works. The software is making us money, so we're staying and hope this works out as fast as the CRM issue.
Anonymous | TrustRadius Reviewer

Totango

  • Totango doesn't integrate with the tools we use. It would be great to have more integrations.
  • Totango has many, many clicks. I think the UX could be improved. For example when closing a task you have to wait until a bottom bar that says "Task completed" disappears before you can move on the next task. I feel like I have to click a lot of little things to get my job done.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Custify

No score
No answers yet
No answers on this topic

Totango

Totango 8.2
Based on 6 answers
I personally believe Totango is the right Customer Success Tool for me, my team, and my organization. I couldn't find limitations until now, it's capabilities are on point and it's very scalable. of course, transitioning to another tool would mean a lot of hours and training, and would expose risks
Alex Sandrea | TrustRadius Reviewer

Usability

Custify

Custify 8.0
Based on 1 answer
Overall a great tool with very useful features. It's UI seems a bit clunky and there is no full dashboard. Without these it takes a bit of work to find what you need and get an overview of current activity. Also, implementing everything takes a bit of work. I would recommend it to any saas that is serious about scaling and has a customer success dept
Anonymous | TrustRadius Reviewer

Totango

Totango 8.1
Based on 95 answers
It is easy to use and understand, and simple to follow day to day. Logging notes and tasks is one of the key areas this is utilised along with tracking reports and accessing key data points for conversations with customers which is helpful. Mobile app helps too to access information on the go.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Custify

No score
No answers yet
No answers on this topic

Totango

Totango 9.5
Based on 4 answers
I have yet to experience any downtime with Totango (knock on wood) so reliability has been really top tier since we were onboarded. Given that the support team has been really helpful so far, I can imagine should downtime every be the case, they'll be able to communicate proactively/effectively on the current state of the platform
Anonymous | TrustRadius Reviewer

Performance

Custify

No score
No answers yet
No answers on this topic

Totango

Totango 7.6
Based on 2 answers
At times the integration sync can be really slow when it comes to touchpoints. I can't say the same for customer health syncing, but I do tend to notice the lag from email syncing, and in those cases, I will need to refresh the Totango page a couple of times or wait a couple of extra seconds/minutes for it to show up.
Anonymous | TrustRadius Reviewer

Support Rating

Custify

Custify 10.0
Based on 1 answer
Philipp has been there for us throughout the process. Very nice guy and a great help. He guided us in setting KPIs, goals, healthscores. Really gave us a lot more than we wanted. We also had some custom integrations and even though they did not support them, their team released a patch for our CRM so we could integrate it
Anonymous | TrustRadius Reviewer

Totango

Totango 7.8
Based on 94 answers
I give Totango a support rating of 10 because I can always get support whenever needed. If its a technical issue, I know I can email their support team for help. If it's a more in depth question with respect to our instance of Totango, I can reach out to our CSM and always get help in a very reasonable amount of time. I always look to Totango as the standard when I think of how to best communicate and support our own customers.
Janet Price | TrustRadius Reviewer

Online Training

Custify

No score
No answers yet
No answers on this topic

Totango

Totango 7.0
Based on 1 answer
Our CSM did a great job of conducting the training so we understand, at the very least, the functionality that is directly relevant to us. This also allowed us to train our own new team mates when onboarding based on the training flow that was first presented to us. This was also conducted as a interactive sessions, as training are notoriously known to be dry
Anonymous | TrustRadius Reviewer

Implementation Rating

Custify

No score
No answers yet
No answers on this topic

Totango

Totango 10.0
Based on 23 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 | TrustRadius Reviewer

Alternatives Considered

Custify

This software makes it easy to analyze your data and optimize your onboarding - maybe the easiest I've seen, but you've got to be willing to dig into its features and setting. And of course without their Concierge Onboarding this is not so easy.
Maria-Mirabela Ganta | TrustRadius Reviewer

Totango

We only briefly considered Gainsight and other customer success tools, but quickly abandoned those companies because of the hefty price tag. We recognized that this was something we needed, but did not yet have the funding to be able to pay a huge amount of money for the tool. Being able to get our feet wet and adopt Totango for free initially really benefited us. We were able to test things out, learn and make sure that this was something we wanted to use long-term.
Anonymous | TrustRadius Reviewer

Scalability

Custify

No score
No answers yet
No answers on this topic

Totango

Totango 8.6
Based on 3 answers
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 | TrustRadius Reviewer

Return on Investment

Custify

  • Positive impact on churn reduction.
  • Easy view of the customer onboarding progress.
  • Playbooks make contacting a specific group of clients very easy.
Nemanja Klajic | TrustRadius Reviewer

Totango

  • Since using Totango we have seen our engagement numbers go up as we are better able to identify the groups that are struggling.
  • We have also seen an increase in retention as we are more consistent in messaging and not missing any data.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Custify

General

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

Custify Editions & Modules

Additional Pricing Details

Totango

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Totango Editions & Modules

Edition
Community Edition$0
  1. none
Additional Pricing Details

Rating Summary

Add comparison