What users are saying about
9 Ratings
101 Ratings
9 Ratings
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Score 7.9 out of 100
101 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Natero

Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
Garrett Genest | TrustRadius Reviewer

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 | TrustRadius Reviewer

Feature Rating Comparison

Security

Natero
9.9
Totango
6.5
Role-based user permissions
Natero
9.9
Totango
6.5

Platform & Infrastructure

Natero
7.7
Totango
6.6
API
Natero
8.4
Totango
7.1
Integration with Salesforce.com
Natero
8.4
Totango
7.2
Integration with Marketo
Natero
7.0
Totango
5.4
Integration with Eloqua
Natero
7.0
Totango

Customer Data Extraction / Integration

Natero
9.2
Totango
7.5
Product usage
Natero
8.9
Totango
7.8
Help desk / support tickets
Natero
9.5
Totango
7.2

Customer Success Management

Natero
7.8
Totango
7.4
NPS surveys
Natero
7.0
Totango
Sponsor tracking
Natero
7.0
Totango
6.1
Customer profiles
Natero
7.5
Totango
7.8
Automated workflow
Natero
8.0
Totango
7.6
Internal collaboration
Natero
7.4
Totango
7.3
Customer health scoring
Natero
9.0
Totango
7.9
Customer segmentation
Natero
8.4
Totango
7.7

CSM Reporting & Analytics

Natero
7.6
Totango
7.4
Customer health trends
Natero
9.4
Totango
7.8
Engagement analytics
Natero
7.0
Totango
7.3
Revenue forecasting
Natero
4.4
Totango
7.2
Dashboards
Natero
9.4
Totango
7.1

Pros

Natero

  • Love the accounts view to see all my accounts, their health and some helpful stats!
  • The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
  • In the account, you can link to other documentation, which is great!
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Cons

Natero

  • Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
  • Automatically triggered emails based on certain usage.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Likelihood to Renew

Natero

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 | TrustRadius Reviewer

Usability

Natero

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
Anonymous | TrustRadius Reviewer

Reliability and Availability

Natero

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 | TrustRadius Reviewer

Support

Natero

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 | TrustRadius Reviewer

Implementation

Natero

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 | TrustRadius Reviewer

Alternatives Considered

Natero

I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Scalability

Natero

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 | TrustRadius Reviewer

Return on Investment

Natero

  • Visibility - We can now see in one place the many dimensions of customer health
  • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
  • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Ewen Fortune | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Natero

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

Rating Summary

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