- I liked the attributes at the top of the page so you can see snipits of important information right from the customer page.
- The filter feature was really nice because you could sort or group customers by a number of different metrics to make it easy to find specific attributes of customers.
- I liked how simple it was to create a task and reminder for myself. It helped me to make sure no customers fell through the cracks.
- Unfortunately, Totango didn't integrate with our internal data and other platforms well- like Salesforce.
- We likely didn't implement it well, but I didn't like having a different page for Customer vs. each individual product with the attributes all being the same. Too much duplicate work.
- Apparently not easy to run reports on data.
- Right when you log in, you have a clean view of what your daily to do list is. This is comprised of both manual and automated tasks.
- The overall interface is very visually appealing.
- Reporting is simple and easy.
- I do wish that the system would not log me out as frequently.
- The searching capabilities could be improved.
- Tagging things differently to be able to see groupings of activity types.
- Organizing customers in an easy and efficient way.
- I really like the way tasks are organized in Totango. Easy to see and manipulate the things I have to do that day, week, and month.
- The way we implemented it, there were too many manual attributes to edit.
- In our scenario, things were segmented by customer, but then individually by product within that customer. That was an added obstacle for daily use.
- Good for organizing and keeping tabs on customers.
- Task-based items are perfect.
- Integrating and automatically creating triggers or automated tasks was a struggle.
- Totango is fairly robust.
- Integrates with a lot of things.
- The ease of use seemed decent.
- The implementation was a nightmare.
- The consistency and making it work our team failed.
- Just plane hard to keep up and running.
- Being able to port over custom data into Totango was easy with our data team.
- Creating segments off of the data that we gave Totango and create tasks when a customer would fall into a specific segment
- Creating campaign programs is something Totango could improve upon.
- 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.
- While the TouchPoints are flexible, they display on the date entered in. This assumes that all TouchPoints are put in when they are being done. Would like to see them allow the ability to backdate TouchPoints.
- Report setup is a bit quirky. Not bad, but you have to wrap your head around how they do it.
- Would like to see more chart options, but this is me being geeky.
Not really a "Support" software or [meant to] take the place of something like Zendesk.
It allows us to be more pro-active and anticipate potential issues with our clients. The business is really getting value from Totango and more and more people are using it beyond the CS team.
- Track client usage
- Define workflows
- Integrate with SalaesForce
- Integrate with Zendesk
- Triggering campaigns
- Not all features are properly integrated - like success plays and segments. We are using Totango to generate all the on boarding tasks but are managing them on SalesForce as Totango was somehow limited
- Campaigns are fairly basic - difficult to monitor who has received one. Not integrated properly with SalesForce or Hubspot
- Segments and Reports can have limitations
- Data and activities limitation
- Great to manage our onboarding workflow, even if we have to manage it from SalesForce.
- Great to generate alerts and triggers
- Great to give a clear view of each rep's portfolio
- Campaigns are good but need to be improved
- Data can sometimes be a bit messy and not consistent from one feature to another
- Like any system, getting it adopted by the team has been difficult
Review: "Do you really know if your customer is happy with your product and willing to do a renewal? Totango knows."
Today, it is used mainly by 3 teams: customer success, operations, and product development. Customer success is totally guided by Totango's insights. They constantly monitor their account's health and design strategies to increase customers' satisfaction together with the operations team.
The health score given by Totango is even in these team's business goals related to compensation and bonus. The health scenario is also analysed by the company directors frequently in order to understand the impact of customer success' actions.
- 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.
- Retroactive actions: Today, Totango is not able to understand past data and make changes on customer's health based on that, which is a representative gap when you don't have real-time integration with your product.
- Experience for offline data upload: Since we don't have a real-time integration with our product (we upload on a CSV data basis), it would be better if Totango was more adapted to this kind of use. An example of a gap in this matter is that Totango doesn't understand the "timestamp" when the actions were made, which means it is like all the actions you uploaded were made in the second you were uploading your CSV, instead of when it was actually made by your user. Although I know this development is on the product team's radar, it still does not have any forecast for the launching.
- Block users to see data of different portfolios: When you have a big company and you don't want to share your revenue information or key contacts data with sales/CS managers who don't own the specific account, you have a certain gap with Totango. I know they are aware of that and planning some improvements, but today you cannot hide any data from any user, which means every Totango's user in your company can search and find data from every account. Its impacts are minimized by the portfolio set up (a segment of your homepage/dashboard), but the users are still able to find the data using the accounts search field.
If you are beginning your customer success strategy and want have a lot of data to put together in a health rank you have to monitor frequently, Totango should definitely be considered. It has an easy implementation (for both offline/CSV data and easy integrations like segment.io) and an onboarding process. It will give you a fast answer about how your features and the product usage are impacting customer health. Also, after a contract renewal cycle, you will be able to improve your guess on what good and poor health really is for your customers.
If you have trouble with unexpected churn and your forecast are still based on account managers' analysis, you should definitely get to know Totango and how it could help you not only with this matter but also with increasing your team productivity [that is] focusing on the risky accounts.
On the other hand, if you already have a customer success department and a health rank/score implemented and are working fine with internal tools or other tools, you should analyse if Totango would represent a huge progress on your strategy or not.
The benefits also extend to our product team to track the effectiveness of new feature releases.
Also, the sales team has not yet implemented it, but it will be helpful for them to track how various leads are using the software during their trials.
- 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.
- 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.
- Easy to set up health metrics
- Email campaigns with included goals and statistics in relation to them
- Account segmentation
- Various minor bugs and glitches
- Inability to remove accounts/users yourself
- Revenue center is still very basic
- Mapping out the customer journey based on points that you customize.
- Executing cost efficient campaigns based on product usage.
- Managing a lot of customers with a small team.
- A bit of a learning curve going in.
- Would like to have some improved logic in the filters/ health profiles. If/and/not/else functions would be amazing.
- Insight into customer health. This is critical to retention rate, and Totango has sophisticated abilities to determine and measure health.
- Automated internal tasks. Based on user actions or health status, you can automatically assign tasks to team members to take action.
- Automated emails. Based on user actions or health status, you can automatically send emails to customers.
- Project management. There is some functionality in this area, but we are currently using an external application for project management for our onboarding process in order to handle the advanced functionality we need.
- Customers usage
- Appointments through online software
- Usage frequency
- Monthly and weekly updates on usage
- Updates about software usage
- Keeping track of different modules used by the customer
- Tags and comments along with a summary of calls we make to doctors
- Overall health of doctors
- Tags always disappear
- Some SubIds are only 3 digits, those SubIds won't load up
- Search should have option to search with mobile number/name/clinic name/ subid
- Timeline should be the first since it's more important
For doctors we can know the usage of software. For customer success managers we can update all the information about doctor as well as the recent call and work summary. More over this is the main software we look upon to find the doctors history and also get the following:
- Doctors usage history
- Module usage history
- Online/ fabric appointments
- Forecasting renewal
- Allows you to see an in-depth view of how your customers are interacting with your product in terms of both time spent and what parts they use.
- Helps multiple teams coordinate communications across accounts and track tasks that need to be fulfilled for the customer.
- Allows you to easily send outreach emails to wide segments of customers based on custom criteria.
- The app itself can be pretty slow, especially when you are trying to perform activities across multiple accounts.
- It can be difficult to track large organizations who have multiple workspaces in our platform, particularly on an enterprise level.
Totango can be hard to use with enterprise customers as it can be difficult to get the hierarchies within the enterprise set up.
- Provides view into how/when/what our customers are using our platform. Before Totango, we didn't know this information. I find that it's a good indicator of renewals.
- I like the campaigns feature.
- Totango isn't super easy to use. If you don't use the product for a couple weeks, it's hard to pick it back up.
- It's not completely connected to SFDC. There's some data that gets lost because of this. Would be nice for it to be an app on the SFDC platform.
- Tracking logins and clicks on certain areas of our site.
- Create automated tasks based on health score or actions.
- Look at overall team performance based on customer health.
- As a management tool there are many areas and feature that could be built. Currently it's mainly a CSM tool, as opposed to a tool for managers of CSMs.
- Creating tasks that aren't based on account - this would help us to use the tool to manage overall and would increase daily usage for managers and CSMs.
- Email reporting is limited to 10 accounts - it would be great to see much more in reports (such as all accounts in bad health).
- Tracking usage of our customers' accounts
- Task reminders
- Easy reports
- Bugs in Totango lead to loss of touchpoints
- Delay in updates; if there is change in usage/details of our customer, Totango takes time/Fails to update on their account
- Slow at times
- Totango helps generate detailed reports.
- It's a single interface where you collect multiple aspects within.
- It is easy access to overview and observe workflow.
- Helps make detailed decisions based on results.
- It keeps crashing in between, which needs serious working on.
- Some data put in doesn't end up reflecting.
- Touchpoints keep re-appearing.
Totango should be able to pull our users usage longer than just the past 180 days. Some clients want to see usage for the last year.
- The automated touchpoints and tasks based on rules align well with a CSM strategy.
- The integration hub is a little weak. More features would need to be added (connection to databases). The mapping of custom fields is also lacking.
2) Middle of their term
3) Towards their renewal time
The Customer Success department is the main user of Totango. It solves the business problem of having a single point (tool) that gives us information on our customers without having to jump between systems.
- Bubbles up all assigned accounts and shows a health score - either good, average, or poor.
- Totango does a great job with renewals in the Revenue Center. Very easy to deal with upsells, downgrades, etc.
- The tasks assigned to specific accounts is great. There is a bit of room for improvement here, but it's nice to be able to designate tasks per account.
- Infinite scroll on the account list would be nice. Pagination is so 2005!
- Would be nice to have some sort of email integration. I realize this isn't the space Totango is trying to play in, but would be nice to have some sort of integration here.
- Totango helps us identify customers that are at risk of churning so we can contact them and address their needs.
- It helps us manage our new customers so we can make sure they are properly set up with the software and receive the training they need.
- It also helps us track billing issues with our customers.
- We use the success plays that are built into Totango, however, some of our plays involve many phases or steps. Totango is not good at linking these together as it lists them all individually.
- We rely on reviewing comments to understand what was talked about in previous conversations with customers. The touch-points are easily lost in the noise of all of the automated comments created by Totango for each account.
- Customer Service and Customer Success are the biggest strengths for Totango. They have a great product but what makes it really stand out is their employees' willingness to go above and beyond to make sure that their customers are successful.
- They have a rapid development cycle which allows them to implement new changes and features quickly and efficiently without compromising code quality.
- Totango is a web based application and they have employees working worldwide. This means that they get internationalization and that there is always someone available to assist if needed.
- This isn't actually a problem, but because of the rapid development cycle you will see features that start out a bit clunky. Totango managers reach out though and walk through the new features with us and watch to see where the 'pain points' are to identify where features can be improved and enhanced; this level of service and attention to detail sets the bar higher for all of us.
- I would like to see more of the configuration exposed in the settings so that we can make changes without having to submit a change through our representative. As we implement it is nice to be able to quickly make a change and then test it out without extra communication.
- Seeing how often our customers are using our products.
- Finding out key contacts to reach out to those who are highly active or inactive users.
- Running reports on different customer segments.
- Pulling reports isn't super easy. The first six months I received an error and had to have coworkers download them. They've since given me a few work arounds, but a comprehensive solution would be preferred.
Totango Scorecard Summary
Feature Scorecard Summary
Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements.
According to the vendor, Totango is also the only customer success platform provider that offers solutions for companies that have or sell into multiple products, hierarchies, and channel partners.
Customer and User Monitoring Platform: real-time monitoring of key account and user-level metrics on product adoption, value delivered, utilization, and operational incidents.
Early Warning System: a system that computes customer health and alerts companies when a customer needs attention based on shifts in health or occurrence of specific at-risk events.
Customer Success Work Management: business process management for customer success managers and executives including account management workflows, best practice automation, team performance measurement, and executive reporting and dashboards.
Customer Nurture and Retention Campaigns: automated, personalized campaigns to drive onboarding and product adoption based on actual user behavior and results.
Customer Analytics: Deep segmentation and analytics capability to discover trends across the customer base, develop benchmarks, and examine rich account and user profiles.
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