What users are saying about
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Top Rated
2470 Ratings
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120 Ratings

Salesforce

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Top Rated
2470 Ratings
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Score 8.3 out of 100

Totango

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120 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Salesforce

I'd be likely to recommend Salesforce to anyone who has time or resources to develop the system to meet their needs - or to hire that out to another firm. Salesforce is a HUGE tool that comes as a blank slate. and not appropriate for any firm that cannot have a near full time support person or developer.
Jeff Fralick | TrustRadius Reviewer

Totango

If you have a team that might be dealing with high account loads where having automated activities and touchpoints to customers would be a benefit, I would recommend Totango. We have offices all over the world and there are also things we do in the US that are custom to how we need it so having that level of customization is also important. We also have integrated some of our other tools so activities from other teams also feed into our dashboards and give us full visibility into the account.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Salesforce
8.3
Totango
Customer data management / contact management
Salesforce
8.9
Totango
Workflow management
Salesforce
8.2
Totango
Territory management
Salesforce
8.1
Totango
Opportunity management
Salesforce
8.8
Totango
Integration with email client (e.g., Outlook or Gmail)
Salesforce
8.2
Totango
Contract management
Salesforce
8.2
Totango
Quote & order management
Salesforce
7.8
Totango
Interaction tracking
Salesforce
8.6
Totango
Channel / partner relationship management
Salesforce
8.0
Totango

Customer Service & Support

Salesforce
8.5
Totango
Case management
Salesforce
9.0
Totango
Call center management
Salesforce
8.4
Totango
Help desk management
Salesforce
8.3
Totango

Marketing Automation

Salesforce
8.1
Totango
Lead management
Salesforce
8.2
Totango
Email marketing
Salesforce
8.0
Totango

CRM Project Management

Salesforce
8.0
Totango
Task management
Salesforce
8.4
Totango
Billing and invoicing management
Salesforce
6.7
Totango
Reporting
Salesforce
8.8
Totango

CRM Reporting & Analytics

Salesforce
8.8
Totango
Forecasting
Salesforce
8.4
Totango
Pipeline visualization
Salesforce
8.9
Totango
Customizable reports
Salesforce
9.0
Totango

Customization

Salesforce
8.6
Totango
Custom fields
Salesforce
8.7
Totango
Custom objects
Salesforce
8.8
Totango
Scripting environment
Salesforce
8.3
Totango
API for custom integration
Salesforce
8.7
Totango

Security

Salesforce
8.9
Totango
7.1
Single sign-on capability
Salesforce
8.8
Totango
Role-based user permissions
Salesforce
8.9
Totango
7.1

Social CRM

Salesforce
8.0
Totango
Social data
Salesforce
8.1
Totango
Social engagement
Salesforce
7.9
Totango

Integrations with 3rd-party Software

Salesforce
8.4
Totango
Marketing automation
Salesforce
8.5
Totango
Compensation management
Salesforce
8.2
Totango

Platform

Salesforce
7.8
Totango
Mobile access
Salesforce
7.8
Totango

Platform & Infrastructure

Salesforce
Totango
6.7
API
Salesforce
Totango
7.3
Integration with Salesforce.com
Salesforce
Totango
7.3
Integration with Marketo
Salesforce
Totango
5.4

Customer Data Extraction / Integration

Salesforce
Totango
7.6
Product usage
Salesforce
Totango
7.8
Help desk / support tickets
Salesforce
Totango
7.4

Customer Success Management

Salesforce
Totango
7.5
Sponsor tracking
Salesforce
Totango
6.1
Customer profiles
Salesforce
Totango
7.7
Automated workflow
Salesforce
Totango
7.7
Internal collaboration
Salesforce
Totango
7.3
Customer health scoring
Salesforce
Totango
8.0
Customer segmentation
Salesforce
Totango
7.9

CSM Reporting & Analytics

Salesforce
Totango
7.4
Customer health trends
Salesforce
Totango
7.9
Engagement analytics
Salesforce
Totango
7.6
Revenue forecasting
Salesforce
Totango
7.1
Dashboards
Salesforce
Totango
7.2

Pros

Salesforce

  • Salesforce nails the reporting suite. It's so robust and refined, that it makes my job 10 times more efficient.
  • Task and recurring meetings. I love logging in everyday and knowing exactly what I have lined up for the day, or at least an idea of it. This helps me organize my calendar.
  • Notes, emails, plugins. I love being able to take notes directly into the Account/Opportunity, and then in turn send emails directly to the client from there as well. Also, if i'm in my work email, and I email a client directly, I can then easily attach said email into my Salesforce account via one easy click.
John Hilburn | TrustRadius Reviewer

Totango

  • 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 | TrustRadius Reviewer

Cons

Salesforce

  • Quick access to report "button(s)" on dashboard. Right now you have to go to the Reports Tab, find the report template and run it. In Sales, we look at the same reports daily, and for individual sales personnel, being able to click 1 button to get to their accounts with the through date always being updated to "today" (so it doesn't have to be selected every single day before running the report) - would be of great help.
Leslie Bradford | TrustRadius Reviewer

Totango

  • Unannounced forced changes to UI (was able to revert)
  • Some improvements seem to just create more clicks
  • If you do too much at once, the UI can take a second to catch up while it saves changes on the back end
Ryan Radel, MBA | TrustRadius Reviewer

Likelihood to Renew

Salesforce

Salesforce 10.0
Based on 48 answers
While it's not perfect and can be overly complicated at times, there is not another solution out there that can do what it does. To get the same functionality you would need numerous disparate tools to match the amount of functionality Salesforce has. Having it all aggregated on one platform makes the complicated parts far more bearable
John Cupoli | TrustRadius Reviewer

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

Salesforce

Salesforce 7.5
Based on 36 answers
Salesforce is like a bucket of legos. Everyone gets the same bucket, but can build anything you want out of it. I've worked on Salesforce instances for: construction, non-profits, job training, music industries, medical insurance, medical billing, paid parking, and international medical diagnostic companies.
Kyle Dugger | TrustRadius Reviewer

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

Salesforce

Salesforce 9.8
Based on 27 answers
All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years. Accordingly, I only recall our instance of Salesforce having one unscheduled, brief down time over 6 years. I can't remember for sure, but it may have been due to our Internet Service Provider (ISP) versus Salesforce itself. Also, Salesforce does it's best to keep customers in the loop:

Trust.salesforce.com is the salesforce.com community's home for real-time information on system performance and security. On this site you'll find:

Live and historical data on system performance
Up-to-the minute information on planned maintenance
Phishing, malicious software and social engineering threats
Best security practices for your organization
Information on how we safeguard your data
Rob Gottschalk | TrustRadius Reviewer

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

Performance

Salesforce

Salesforce 9.0
Based on 18 answers
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
Rob Gottschalk | TrustRadius Reviewer

Totango

No score
No answers yet
No answers on this topic

Support Rating

Salesforce

Salesforce 6.0
Based on 32 answers
Since we do not pay for Premier Support, the agreed upon response times are still pretty good. It is a little ridiculous that you should need to pay tens of thousands of dollars for their best support options and training.
Brent Booth | TrustRadius Reviewer

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

In-Person Training

Salesforce

Salesforce 7.9
Based on 11 answers
All instructors are Salesforce certified. If you have done any type of customization, then it probably makes more sense to use the consulting partner who implemented your instance of Salesforce for training
Rob Gottschalk | TrustRadius Reviewer

Totango

No score
No answers yet
No answers on this topic

Online Training

Salesforce

Salesforce 9.1
Based on 15 answers
The quality of Salesforce's standard online training is high, but limited by nature as to what it covers.
Here are some common online courses -
Getting Started: Navigating Salesforce
Getting Started: Using the Sales Cloud
Getting Started: Administering Salesforce
Getting Started with Reports and Dashboards
Social Media Goes to Work: Chatter
Securing your Salesforce Organization
Getting Started with Data.com
Getting Started with Force.com Pages (Visualforce)
Writing Secure Applications on Force.com
Rob Gottschalk | TrustRadius Reviewer

Totango

No score
No answers yet
No answers on this topic

Implementation Rating

Salesforce

Salesforce 9.4
Based on 16 answers
Executive involvement is critical. Make sure you have a good handle on the metrics you would like to ultimately manage. Work as a team to document your business requirements. Whiteboard often. Understand Salesforce's best practice capabilities.

Have a central person identified to handle all report and analysis requests (ie - don't allow multiple people to create reports; have one person create reports and distribute them to decision makers via the Salesforce dashboard or whatever form). Make sure you understand critical dates and develop the project plan accordingly
Rob Gottschalk | TrustRadius Reviewer

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

Salesforce

Salesforce is head and shoulders above any other CRM available on the market. It integrates with Gmail and almost any other third-party tool that your company plans to use, making it the most robust and integrated tool available.
Zach Ettelman | TrustRadius Reviewer

Totango

Two main gaps made us choosing Totango instead of Gainsight:1. Pricing - We do believe Gainsight has a great product and service, but our company can't afford it before scaling.2. Flexibility of onboarding - For us, the fast implementation and the lean mindset is really important. Gainsight was not able to give us that. With them, we would have to travel to the US to the onboarding and take a lot of time to get it live. Totango really met our expectations on this matter, we've implemented a first account's health overview in less than one month.
Cecilia Prado | TrustRadius Reviewer

Scalability

Salesforce

Salesforce 10.0
Based on 2 answers
Salesforce has the unique ability to scale to new products and offerings quickly growing with your enterprise.
Todd Duclos | TrustRadius Reviewer

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

Salesforce

  • Salesforce.com has contributed to a more efficient overall organization in particular lowering cycle times required by technology in the field and in finance.
  • Salesforce.com has played a large part in a formidable increase in our sales close rate.
  • Salesforce.com has dramatically increased our insight into our business.
Irene Chivily Von Toussaint | TrustRadius Reviewer

Totango

  • Saved a lot of time for CSMs and gave them solid insights into the health of certain accounts and if they are using the tool.
  • We have not tracked the specific dollar amount that we have earned from our investment in terms of dollars retained or upsold as a direct result of the Totango software.
  • Increase in win rate on disputes over payment with clients when we started using Totango.
Jamie Wang | TrustRadius Reviewer

Screenshots

Pricing Details

Salesforce

General

Free Trial
Yes
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

Likelihood to Recommend

Salesforce
8.4
Totango
8.3

Likelihood to Renew

Salesforce
10.0
Totango
4.8

Usability

Salesforce
7.5
Totango
7.5

Reliability and Availability

Salesforce
9.8
Totango
4.5

Performance

Salesforce
9.0
Totango

Support Rating

Salesforce
6.0
Totango
5.7

In-Person Training

Salesforce
7.9
Totango

Online Training

Salesforce
9.1
Totango

Implementation Rating

Salesforce
9.4
Totango
7.1

Scalability

Salesforce
10.0
Totango
2.7

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