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https://dudodiprj2sv7.cloudfront.net/product-logos/BG/n2/X9KNWD7BTKJ8.PNGWish we had Totango a year ago- great product!Our Customer Success department uses Totango. It allows us to get insight into the health of our customers and helps us turn that insight into action.,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.,9,We are still measuring this, but already I can see that it has prompted me to reach out to customers that were possibly at risk of churn and engage them. I may not have known about that customer's churn risk without Totango.,,Smartsheet,1 to 5 people,10,9,SalesforceWhen it comes to Business Totango is your AdviserTotango is mainly used to find our clients' usage of our software. We do get good updates about what modules they use and how many minutes they use as well as how well they use the software. We can also get the following information: Customers usage Appointments through online softwareUsage frequencyMonthly and weekly updates on usage Totango also helps us to forecast whether the doctor will renew the software subscription or will be churn. It also helps us keep track of whether the doctor has been trained for the software or needs to be trained.,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,7,8,Multiple Products Customer Success Managers,200,51 to 100 people,5,Renewal Health Forecast,Touchpoints Task creation for follow up Tags for generalizing,Forecast with the usage Missing tags Touch points are small,4,No,Price Product Reputation Vendor Reputation Analyst Reports,Don't know,Yes,Lot of inputs and changes Employees feel more complex to shift Less training on how to use it,5,No,5,Yes,Before we started using totango, we used to use Google sheets and forms to do our math as well as analysis. When totango came in to picture the data was available everywhere and also the it was so simple to view it in one page. The only down part was the it takes time to do it. Well, all together it was good.,Touchpoint Tags User information,Different modules used Reading a full touch point Health of a month,No,8,3,5Totango: Organize the Chaos of Customer SuccessTotango is used by our Account Management, Customer Success, and Product teams to track customer engagement in the TrackMaven platform, our interactions with them, and to help set tasks that we need to complete with the customers. It also allows us to track customer health by seeing how much they are interacting with our platform and what modules they use.,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.,8,Better intelligence on how customers are interacting with our platform. Better customer retention by being able to identify trends where a customer is likely to churn and addressing the problem before it's too late. Better communications across teams when it comes to customer outreach.,,,7Experience with TotangoWe use Totango to track our customers' accounts and every feature available on Totango helps in various ways especially in pulling out reports.,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,9,Better customer retention Increased number of sales Improved customer satisfaction,51 to 100 people,9To TangoTotango is being used to monitor all Doctor accounts and last updates made on them. We monitor the usage of the doc and which details are missing in his profile, training, etc. This helps other agents who take up the account to have a fair idea of what was already happening with the Concerned Doc.,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.,7,Increasing the lifetime value of existing customers Better customer retention Increased contact with customers and irate issues Helps avoid misses in terms of contact,Intercom, Natero and Gainsight,Gainsight, Natero,26 to 50 people,Ubuntu Practo Excel,,Churn prediction regular follow ups forecast trends,create various daily reminders and to do lists create tags to help filter reports,yet to find out,7,Vendor implemented,Change management was minimal,the collection of data to amass into Totango The number of details to be extracted as there is no data import feature,7,8,Yes,they have always been except for a few glitches here and there,Forecast Trends Create Reports Follow ups on clients,Key metrics need to be more descriptive,Yes,9,Practo Ubuntu,File import/export,7
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Totango
95 Ratings
Score 8.2 out of 101
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Totango Reviews

Totango
95 Ratings
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Score 8.2 out of 101
TrustRadius Top Rated for 2018
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Sam Rutzick profile photo
July 25, 2016

Review: "Totango: Organize the Chaos of Customer Success"

Score 8 out of 10
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Implementation

7
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.
Read Sam Rutzick's full review

Feature Scorecard Summary

Role-based user permissions (34)
4.6
API (32)
6.7
Integration with Salesforce.com (42)
5.7
Integration with Marketo (3)
5.4
Product usage (55)
7.7
Help desk / support tickets (39)
6.2
Sponsor tracking (6)
6.1
Customer profiles (54)
8.1
Automated workflow (52)
7.2
Internal collaboration (47)
5.4
Customer health scoring (55)
6.7
Customer segmentation (51)
6.3
Customer health trends (54)
6.3
Engagement analytics (54)
5.9
Revenue forecasting (43)
6.9
Dashboards (52)
7.3

About Totango

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.

Features Include:

  • 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.

Categories:  Customer Success

Totango Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Does not have featureNPS surveys
Does not have featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Has featureRevenue forecasting
Has featureDashboards
Has featureCustomer lifetime value
Has featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Does not have featureIntegration with Marketo
Does not have featureIntegration with Eloqua
Additional Features
Has featureCustomer Health Reasons
Has featureCustomer Health Change Tracking
Has featurePortfolio Management
Has featureTeam Performance Review
Has featureHealth Console
Has featureAccount Hierarchy
Has featureCustom Metrics
Has featureUser Level Reporting
Has featureTeam Adoption
Has featureISO 27001 Security

Totango Screenshots

Totango Competitors

Totango Support Options

 Paid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Totango Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS