What users are saying about
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Top Rated
342 Ratings
2 Ratings
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Score 8 out of 100

Totango

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Top Rated
342 Ratings
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Score 8 out of 100

Likelihood to Recommend

Salesforce Journey Builder

Journey builder works particularly well when it integrates data from Other Salesforce sources to build end-to-end customer journeys. In fact, starting from the Salesforce Data source you will be able to easily import your data into Journey Builder e build your marketing flow with clicks and no code. Bear in mind that in order to reach a complex scenario your might need to customize the platform. That is not so easy as customizing other Salesforce solutions.
Piero Calcagno | 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

Salesforce Journey Builder
Totango
8.2
Role-based user permissions
Salesforce Journey Builder
Totango
8.2

Platform & Infrastructure

Salesforce Journey Builder
Totango
7.9
API
Salesforce Journey Builder
Totango
8.0
Integration with Salesforce.com
Salesforce Journey Builder
Totango
7.7
Integration with Marketo
Salesforce Journey Builder
Totango
8.0

Customer Data Extraction / Integration

Salesforce Journey Builder
Totango
7.0
Product usage
Salesforce Journey Builder
Totango
7.3
Help desk / support tickets
Salesforce Journey Builder
Totango
6.8

Customer Success Management

Salesforce Journey Builder
Totango
7.6
NPS surveys
Salesforce Journey Builder
Totango
7.7
Sponsor tracking
Salesforce Journey Builder
Totango
6.1
Customer profiles
Salesforce Journey Builder
Totango
8.2
Automated workflow
Salesforce Journey Builder
Totango
7.5
Internal collaboration
Salesforce Journey Builder
Totango
7.6
Customer health scoring
Salesforce Journey Builder
Totango
7.4
Customer segmentation
Salesforce Journey Builder
Totango
8.4

CSM Reporting & Analytics

Salesforce Journey Builder
Totango
7.5
Customer health trends
Salesforce Journey Builder
Totango
7.3
Engagement analytics
Salesforce Journey Builder
Totango
7.7
Revenue forecasting
Salesforce Journey Builder
Totango
7.2
Dashboards
Salesforce Journey Builder
Totango
7.7

Pros

Salesforce Journey Builder

  • Journey automation
  • Journey declarative configuration
  • Covers multiple channels
  • Great scheduling features
  • Reliable service
Piero Calcagno | 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

Salesforce Journey Builder

  • Integration with third party platforms
  • Better integration with Salesforce ecosystem
  • Poor testing capabilities
Piero Calcagno | 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

Salesforce Journey Builder

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

Salesforce Journey Builder

No score
No answers yet
No answers on this topic

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

Salesforce Journey Builder

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

Salesforce Journey Builder

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

Salesforce Journey Builder

No score
No answers yet
No answers on this topic

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

Salesforce Journey Builder

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

Salesforce Journey Builder

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

Salesforce Journey Builder

Journey builder stacks up against other similar solutions what it comes to the integration with Salesforce CRM and Marketing Cloud suite. The full solution allows [delivering] a real Omnichannel marketing experience [built] around your customer. Moreover, through the easy-to-use drag and drop interface, you can quickly deploy your marketing flow across multiple channels.
Piero Calcagno | 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

Salesforce Journey Builder

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

Salesforce Journey Builder

  • Improve customer engagement
  • Improve customer experience
  • increase lead conversion
  • Increase sales
  • Reduce time to market for marketing campaigns
Piero Calcagno | 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

Salesforce Journey Builder

Pricing Details

Salesforce Journey Builder

General

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

Salesforce Journey Builder 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

Likelihood to Recommend

Salesforce Journey Builder
8.0
Totango
7.9

Likelihood to Renew

Salesforce Journey Builder
Totango
8.2

Usability

Salesforce Journey Builder
Totango
8.1

Reliability and Availability

Salesforce Journey Builder
Totango
9.5

Performance

Salesforce Journey Builder
Totango
7.6

Support Rating

Salesforce Journey Builder
Totango
7.8

Online Training

Salesforce Journey Builder
Totango
7.0

Implementation Rating

Salesforce Journey Builder
Totango
10.0

Scalability

Salesforce Journey Builder
Totango
8.6

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