What users are saying about
95 Ratings
95 Ratings
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Score 8 out of 101

Likelihood to Recommend

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.
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Feature Rating Comparison

Security

Totango
4.2
Role-based user permissions
Totango
4.2

Platform & Infrastructure

Totango
5.7
API
Totango
6.6
Integration with Salesforce.com
Totango
5.2
Integration with Marketo
Totango
5.4

Customer Data Extraction / Integration

Totango
6.8
Product usage
Totango
7.5
Help desk / support tickets
Totango
6.0

Customer Success Management

Totango
6.4
Sponsor tracking
Totango
6.1
Customer profiles
Totango
7.9
Automated workflow
Totango
7.1
Internal collaboration
Totango
5.1
Customer health scoring
Totango
6.5
Customer segmentation
Totango
6.0

CSM Reporting & Analytics

Totango
6.5
Customer health trends
Totango
6.1
Engagement analytics
Totango
5.9
Revenue forecasting
Totango
7.0
Dashboards
Totango
7.2

Pros

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.
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Cons

Totango

  • When customizing a current report and saving under a different name, at times it overwrites the previous report. This requires you to go into the previous report and undo any edits that were made.
  • I've never felt more care and attention from a CSM team before, but at times they can overcommunicate; more than 2 or 3 times a week.
  • They should consider relocating the "What's New" tab somewhere more visible. I often forget to scroll all the way to the bottom of the screen and check on which new features have been released.
No photo available

Likelihood to Renew

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.
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Usability

Totango

Totango 7.5
Based on 5 answers
Because it's good.
John Abraham profile photo

Reliability and Availability

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
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Support

Totango

Totango 5.7
Based on 2 answers
Because of heavy issues, we lose track of one thing and then end up with so many other things.
John Abraham profile photo

Implementation

Totango

Totango 7.1
Based on 11 answers
Not much since the implementation is still under progress. It takes lot of time to do so, I will say its still going on
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Alternatives Considered

Totango

We chose Totango because of cost savings but recently switched to Gainsight again because of a good deal and also to improve reporting.
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Scalability

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
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Return on Investment

Totango

  • We were able to create an engaging onboarding campaign through Totango
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Pricing Details

Totango

General

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

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