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95 Ratings

Salesforce

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Top Rated
2116 Ratings
Top Rated
95 Ratings
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Score 8.2 out of 101

Salesforce

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Top Rated
2116 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101

Add comparison

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.
Stephen Wilson profile photo

Salesforce

Salesforce is amazing for many scenarios, pretty hard to find one that doesn't fit. It's great if you are an executive who needs to know everything about an account prior to a meeting, but doesn't want to have to look in a million different places. If you are a sales rep, and you need to know how many opportunities you've created or what's in your pipeline, your dashboard has it. Say you are a customer success manager, and you need to find out when or why a certain customer churned, theoretically it's all there in the opportunity. You should have their entire history, products suites, surveys and any supporting notes and documents.The only scenario I don't think SFDC excels in would be utilizing it as a ticketing system. There are just too many systems specifically geared to that industry that have it more built out and user-friendly.
John Hilburn profile photo

Feature Rating Comparison

Security

Totango
4.6
Salesforce
8.7
Role-based user permissions
Totango
4.6
Salesforce
8.7
Single sign-on capability
Totango
Salesforce
8.7

Platform & Infrastructure

Totango
5.9
Salesforce
API
Totango
6.7
Salesforce
Integration with Salesforce.com
Totango
5.7
Salesforce
Integration with Marketo
Totango
5.4
Salesforce

Customer Data Extraction / Integration

Totango
6.9
Salesforce
Product usage
Totango
7.7
Salesforce
Help desk / support tickets
Totango
6.2
Salesforce

Customer Success Management

Totango
6.6
Salesforce
Sponsor tracking
Totango
6.1
Salesforce
Customer profiles
Totango
8.1
Salesforce
Automated workflow
Totango
7.2
Salesforce
Internal collaboration
Totango
5.4
Salesforce
Customer health scoring
Totango
6.7
Salesforce
Customer segmentation
Totango
6.3
Salesforce

CSM Reporting & Analytics

Totango
6.6
Salesforce
Customer health trends
Totango
6.3
Salesforce
Engagement analytics
Totango
5.9
Salesforce
Revenue forecasting
Totango
6.9
Salesforce
Dashboards
Totango
7.3
Salesforce

Sales Force Automation

Totango
Salesforce
8.3
Customer data management / contact management
Totango
Salesforce
8.7
Workflow management
Totango
Salesforce
8.1
Territory management
Totango
Salesforce
8.4
Opportunity management
Totango
Salesforce
8.8
Integration with email client (e.g., Outlook or Gmail)
Totango
Salesforce
8.0
Contract management
Totango
Salesforce
7.7
Quote & order management
Totango
Salesforce
8.0
Interaction tracking
Totango
Salesforce
9.0
Channel / partner relationship management
Totango
Salesforce
8.1

Customer Service & Support

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

Marketing Automation

Totango
Salesforce
7.7
Lead management
Totango
Salesforce
8.2
Email marketing
Totango
Salesforce
7.2

CRM Project Management

Totango
Salesforce
7.8
Task management
Totango
Salesforce
8.4
Billing and invoicing management
Totango
Salesforce
6.7
Reporting
Totango
Salesforce
8.3

CRM Reporting & Analytics

Totango
Salesforce
8.4
Forecasting
Totango
Salesforce
8.0
Pipeline visualization
Totango
Salesforce
8.6
Customizable reports
Totango
Salesforce
8.5

Customization

Totango
Salesforce
8.0
Custom fields
Totango
Salesforce
8.3
Custom objects
Totango
Salesforce
8.3
Scripting environment
Totango
Salesforce
7.6
API for custom integration
Totango
Salesforce
7.9

Social CRM

Totango
Salesforce
7.0
Social data
Totango
Salesforce
7.1
Social engagement
Totango
Salesforce
6.9

Integrations with 3rd-party Software

Totango
Salesforce
8.0
Marketing automation
Totango
Salesforce
8.4
Compensation management
Totango
Salesforce
7.5

Platform

Totango
Salesforce
7.5
Mobile access
Totango
Salesforce
7.5

Pros

  • Support and Customer Success have been very helpful in teaching/coaching and responding quickly.
  • Tool has never gone down or let us down when we needed to access important data.
  • Interface and usability is super straightforward and easy to use.
  • They are consistently releasing new, relevant features.
Jamie Wang profile photo
  • 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 profile photo

Cons

  • 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 profile photo
  • Reporting. At times it's a little too robust, and can lack certain intuitive features, especially when it comes to filters.
  • Drag n Drop. It would be great to be able to drag and drop a file directly into an Opportunity or Account.
John Hilburn profile photo

Likelihood to Renew

Totango4.8
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 profile photo
Salesforce10.0
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 profile photo

Usability

Totango7.5
Based on 5 answers
Simple, elegant, and intuitive.
Nate Richardson profile photo
Salesforce8.0
Based on 34 answers
While it certainly has a learning curve, once you get the hang of it and learn the ins and outs of the features you can easily work out of the platform pretty seamlessly. Less so if your organization has made a mess of the instance, but in a well manicured instance there isn't a better or easier option.
John Cupoli profile photo

Reliability and Availability

Totango4.5
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 profile photo
Salesforce9.8
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 profile photo

Performance

No score
No answers yet
No answers on this topic
Salesforce9.0
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 profile photo

Support

Totango5.7
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
Salesforce4.9
Based on 30 answers
I understand you can pay more to get support but as I stated, I feel strongly that if you are paying for SAAS technology like Salesforce you should be afforded the courtesy of the company explaining how to use it's features. I like to refer to the basic license as the "Figure It Out Yourself" license.
John Cupoli profile photo

In-Person Training

No score
No answers yet
No answers on this topic
Salesforce7.9
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 profile photo

Online Training

No score
No answers yet
No answers on this topic
Salesforce9.1
Based on 15 answers
The premier level of training is capable of preparing any individual from infant user, to technical architect. That is not hyperbole.
Kyle Dugger profile photo

Implementation

Totango7.1
Based on 11 answers
This is based on hearsay. I was not involved in its implementation but was well aware of the progress in doing so. From what it sounded like, it went fairly well!
Peter Filias profile photo
Salesforce9.4
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 profile photo

Alternatives Considered

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.
No photo available
Salesforce.com is by far the most versatile solution in the market. There are many choices, but none of them are able to solve as many business problems in totality as Salesforce.com is. Our organization is very disciplined in the sense of governance which is absolutely necessary in order to be successful with such a flexible tool. I have owned Salesforce.com implementations from >10 up to 14,000 users, and Salesforce.com offers the same amount of value no matter whether you're running a small business or expanding an enterprise globally
Irene Chivily Von Toussaint profile photo

Scalability

Totango2.7
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 profile photo
Salesforce10.0
Based on 2 answers
Salesforce has the unique ability to scale to new products and offerings quickly growing with your enterprise.
Todd Duclos profile photo

Return on Investment

  • Much better retention.
  • No more customers falling through the cracks. We have the entire journey mapped out now with accountability.
  • Having a better understanding of how people use our product.
Rob Deutsche profile photo
  • Better overall understanding of the full client experience as a lead moves through the process. It is really nice to have our internal teams using the same system and we can track how long it takes to move through each phase
  • Collaboration among teams has greatly increased with Chatter. Our remote users have no lag time when sharing updates or files, and our handoff from sales to services is primarily done via the chatter feed
Joy Wallis profile photo

Pricing Details

Totango

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

Salesforce

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