We use Totango to automate and scale all of our core processes for the Customer Success org at our company. Additionally, we use it for customer marketing/nurture campaigns, account health scoring, data and insights and customer surveys.
Pros
Data & Analytics
Process Creation & Mapping
Customer Campaign Targeting & Creation
Cons
More Integrations
Advanced Reporting
Likelihood to Recommend
Great tool for Customer Success departments that are preparing to scale.
I use Totango to manage my customer account profiles. The software ensures there's a single source of truth for any need to know customer information.
I log customer touchpoints including emails, meeting notes, and other internal notes. I use the reminders and agenda features to keep track of to-dos. My org also has automated SuccessPlays for things like the renewal process.
Pros
Account portfolio tracking
Customer touchpoint timeline
SuccessPlay automation
Cons
More intuitive UI for some of the analytics features
Streamline the Notifications and Agenda page (I don't think they need to be separate)
Integration with Google Slides/Docs/Sheets for viewing customer files
Likelihood to Recommend
Totango is well suited for most of my day-to-day customer interactions and activities. Whenever I need to find information on a customer, it is one of the first places I look. However, Totango isn't as suited for actions like actually emailing the customer. It also isn't the place to store documentation on customer processes.
VU
Verified User
Account Manager in Customer Service (11-50 employees)
We implemented Totango to manage our Customer Success Team's accounts in a way that would help us scale and improve our relationship with customers. It gave us a platform for organizing data, and keeping track of all of our touchpoints, as well as allowed us to centralize communication and collaboration. It was truly game changing.
Pros
Health Score Tracking
NPS Surveys and Reminders
Touchpoint tracking
Task Creation and reminders
Cons
Totango seems to be spreading out into other areas, which is great, but I hope they continue to focus on making the Customer Relationship Platform a priority.
Likelihood to Recommend
Totango is well suited for small or large CS teams. It is particularly useful if this kind of platform has not been utilized in the past to help teams see where they can use technology to improve their overall relationships with customers and business strategies. Its easy to learn and easy to scale.
I use totango to manage my book of business, which has ranged from 250 to 700 customers. It helps me to monitor changes in customer health and remain organized. it has helped significantly with customer outreach
Pros
Dashboards and Segments
Task Management
Logging touchpoints automatically
Cons
Mass deletion of tasks
shared segments in personal folders based on privacy settings
task view differentiation
Likelihood to Recommend
In the customer success space, totango has allowed me to build a consistent and manageable workflow despite constantly changing customer environments
We use Totango to manage the health and success of our clients. Our clients are mostly Human Resource professionals. Our product is an employee engagement platform.
Pros
Customizable metrics
Customer Health indicators
Interactive dashboards
Cons
Campaigns to customers are hard to navigate and create
The integration with Gmail is clunky
Customer Dashboard could be more customizable
Likelihood to Recommend
Great for businesses that hold a one-to-one manager to client relationship. It is great for the Customer Success Team but less helpful when working across Support, Sales, Marketing teams, etc.
we use it to control our SAAS application usage , license subscriptions, product promotion, customers segmentation and digital engadment. and our scope is keep on growing and don´t lose any license oportunity, and minimise the churn cases.
Pros
customer segmentation is great and fase segmentation also
toutch points and tasks, a good way on having everything reported and under control
successplays are great if you have multiple tasks to do, it will do it for you automaticaly
agenda, in one blink of an eye you have your agenda
Cons
speed need to be improved
some times it hangs and you need to refresh the web page
in some cases in a segmentation when you go back to the previous page it is not
Likelihood to Recommend
for a CSM it´s marvelous, you have in one window everything,the agenda for your day by day work, the workload you have in a day,all the customers database and call history added by tasks and toutch points, the to do thing in each customer you know what to do next, with renewal you hace an digital engadgement with customers inform they need to renew in order to keep using the app.
I use totango to follow up on the different pits within the life cycle of client projects, within Totango we organize the QSRs and all those Touchpoints that we consider appropriate according to the complexity of the project, our use cases are DC, Enterprise Networking, collaboration, security, DNA, and others.
Pros
alert when you are not meeting the metrics established to have a health score
the adoption and follow-up provided by our assigned Manage Service Provider
how friendly the handling of the tool is
the interaction of the Totango tool with other internal axity tools
Cons
totango has different training materials and I would like them to be available in a language other than English, such as Spanish.
Likelihood to Recommend
It is a very useful tool to practice Customer Success and achieve our goals.
We attempted to use Totango for client success/customer success. We had hoped, we could use Totango for setting up customer satisfaction scores; creating alerts on user interactions; volume; etc.
Pros
I don't think Totango does anything well.
Cons
Integrations -- in my experience, they constantly break and disconnect.
Implementation -- I feel it was a HUGE challenge to set-up our environment. It took over 200 hours and it didn't work.
Communication -- during implementation/onboarding, in my opinion, we were mislead on how to create some of our custom data objects and it ended up being a big waste of time since the approach we were instructed to use ended up being incorrect.
Likelihood to Recommend
I don't think Totango is well-suited to do anything.
The software was described as a "blank canvas" during implementation however calling it unintuitive is putting it lightly. In my experience, it take weeks to learn and even after grasping the core functions it was still a huge challenge to create meaningful dashboards and health scores out of the data. I've learned programming languages in less time. With the amount of time it takes, it would probably make more sense to create something yourself with caspio, airtable or knack. Those saas products are truly a blank canvas that will allow you to stand up your own environment if you're looking to build something from scratch.
The data syncing was a huge challenge. I was in charge of implementing and standing up our initial environment. The data integrations required constant maintenance and updating from the source (i.e. remapping columns, errors matching IDs). In my experience, after the initial set-up, data maintenance/syncing still took hours every month.
VU
Verified User
Director in Information Technology (51-200 employees)
One of the key benefits of Totango is its ability to improve efficiency. By providing us with a centralized platform to manage all aspects of customer success, Totango helps us streamline processes and automate repetitive tasks. We love data-driven insights. Totango provides us with a wealth of information on customers, including their behavior, engagement, and satisfaction levels. We use this information to improve customer success strategies, allowing us to better understand customers and deliver more personalized experiences. Totango empowers us to identify and address potential issues before they become problems, proactively engage with customers, and ultimately drive customer satisfaction and loyalty. It's proven to be a game changer, and we have watched as retention and growth rates have increased.
Pros
Automate engagement using campaigns.
Generate tasks based on activity, date, or other criteria.
Carefully track NPS and customer satisfaction.
Cons
Editing templates can be slow and confusing.
Building items across teams can be a challenge.
Reports and segments seem to be the same thing and it's a challenge telling people to build a segment when they are looking to build a report.
We use Totango to manage customer activity, health scores, and playbooks within our organization
Pros
Automate health scoring based on a number of quantitative and qualitative inputs
Guide customer success teams on SuccessPlays to standardize the customer experience
Create dashboards on reporting and insights for clearer decision making
Cons
Being able to send an NPS link directly instead of through an email campaign
Logging updates on touchpoints often requires many more clicks than actually should be required
The tasks and notifications are not as user friendly as other CRMs
Likelihood to Recommend
Totango is well suited for groups who are willing to learn new systems and where your customer success team is small to medium in size. For larger organizations, they might need another solution more suited to enterprise organizations.
