What users are saying about
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Top Rated
120 Ratings

Totango

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Top Rated
120 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

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

Security

Totango
7.5
Role-based user permissions
Totango
7.5

Platform & Infrastructure

Totango
7.0
API
Totango
7.5
Integration with Salesforce.com
Totango
8.0
Integration with Marketo
Totango
5.4

Customer Data Extraction / Integration

Totango
7.8
Product usage
Totango
7.9
Help desk / support tickets
Totango
7.8

Customer Success Management

Totango
7.7
Sponsor tracking
Totango
6.1
Customer profiles
Totango
7.7
Automated workflow
Totango
7.9
Internal collaboration
Totango
7.7
Customer health scoring
Totango
8.4
Customer segmentation
Totango
8.3

CSM Reporting & Analytics

Totango
7.6
Customer health trends
Totango
8.3
Engagement analytics
Totango
7.9
Revenue forecasting
Totango
7.1
Dashboards
Totango
7.3

Pros

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

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

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

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

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 Rating

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 Rating

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

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

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

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

Totango

General

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

Rating Summary

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