Great tool for scaling Customer Success
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 …
Starting at $2,988 per year
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What is Totango?
Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.
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Popular Features
- Customer segmentation (243)8.383%
- Customer profiles (251)7.878%
- Product usage (243)7.878%
- Customer health scoring (253)7.676%
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Totango Review: Stands Out Because Of Its User Friendly Interface
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Pricing
Starter
$2,988
Cloud
per year
Enterprise
$18,000
Cloud
per year
Premier
Custom
Cloud
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttps://www.totango.com/packages
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $2,988 per year
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What is Totango?
Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.
Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help users achieve critical business outcomes. With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio, engage with customers when and where it matters, monitor and improve the metrics that matter, and scale CS faster with people + AI. Totango is designed to scale limitlessly and deliver time to value due to its composable platform architecture and schemaless data model.
Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help users achieve critical business outcomes. With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio, engage with customers when and where it matters, monitor and improve the metrics that matter, and scale CS faster with people + AI. Totango is designed to scale limitlessly and deliver time to value due to its composable platform architecture and schemaless data model.
Totango Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
- Supported: Marketing emails
Customer Success Management Features
- Supported: NPS surveys
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
- Supported: Integration with Marketo
Totango Screenshots
Totango Video
New year, new evolution of CS, new Totango
Totango Integrations
Totango Competitors
Totango Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS |
Frequently Asked Questions
Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.
Totango starts at $2988.
Reviewers rate Integration with Marketo highest, with a score of 8.9.
The most common users of Totango are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(408)Attribute Ratings
Reviews
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August 10, 2021
Totango - Amazing Tool for SaaS Success Strategy!
At Instapage we use Totango four our Enterprise Book of Business. It is being used by the Customer Success department, and other departments too such as part of the Sales Team, and billing team. The Totango framework helps us with our success strategy, it is the go-to place for the daily activities of all Customer Success Managers in the company. It helps to keep track of everything Enterprise related, it is exactly what it needs to be: A strong customer success tool.
- Totango is easy to integrate with our systems. Their API is fantastic.
- The fact that Totango allows a clear customer segmentation is really helpful in our case.
- The Totango Health System helps with the departmental goal tracking and OKR's.
- The SuccessPlay feature is amazing, helping with the customer journey optimisation.
- Totango understands the needs of the Success Industry, and applies that in the technology.
- Some things could be a bit more customisable when it comes to specific sections of the interface.
- They could improve a bit more on the bug side. The application has bugs sometimes and it's frustrating to have to contact support often. On the other hand their support is great.
- Specific dashboards should be a bit user friendly and easier to find in some cases.
95%
9.5
92%
9.2
95%
9.5
100%
10.0
96.66666666666666%
9.7
- It allowed/allows us to track our progress with churn and focus on what matters most when it comes to prevention - reducing churn and increasing retention.
- Helped with increasing the customer LTV by being able to consistently track their metrics and progress throughout the customer journey.
- The health score system allows us to keep a high standard when it comes to customer lifecycle.
- Totango is complimenting our Customer Success Strategy, and it's the foundation of our work as a Customer Success Team.
ChurnZero - I've taken a look at this solution but didn't get to form a definitive opinion about it yet. Right now it looks like their Integration system is a bit more limited than Totango's.
Custify - It's a good tool but unlike Totango it feels a bit more sales focused. Also it doesn't feel as user friendly as Totango when it comes to the interface, and also not as organised.
Custify - It's a good tool but unlike Totango it feels a bit more sales focused. Also it doesn't feel as user friendly as Totango when it comes to the interface, and also not as organised.
30
We use Totango across our Customer Success Team, and more. We have all the members of the CS team using it: CS Directors, CS Leads, CS Operations Managers, Customer Success Managers.
We also have colleagues from the Sales Team using Totango for customer insight: Account Managers.
Colleagues from our Professional Services team also update customer information on a regular basis.
We also have colleagues from the Sales Team using Totango for customer insight: Account Managers.
Colleagues from our Professional Services team also update customer information on a regular basis.
3
Highly skilled operations managers. They are technical people used with more complicated tasks. They handle the Totango day-to-day ops and set everything up for the Customer Success Team. (Inviting new team members, creating segments, exporting reports, setting up Totango for the entire department)
Also, we have developers handling the integrations and API settings, connecting the app with our systems, and making sure is running the way it should.
Also, we have developers handling the integrations and API settings, connecting the app with our systems, and making sure is running the way it should.
- Being able to segment customers by type.
- Being able to define customer health based on their lifecycle.
- Having all customer information in one place.
- We were able to create custom health definitions based on the customer type.
- Totango can become the #1 tool for all customer communication.
No
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
Scalability is key here. Some companies have to migrate their entire CS database because their software stack doesn't go well with scaling, it's not the case with Totango. We were lucky enough to have this tool from the get-go, it was our first CS tool and it allowed us to start with a blank canvas.
Since there are different factors now, I would be mindful of the scalability, which was proven not to be a problem with Totango, as mentioned earlier.
- Implemented in-house
No
Change management was minimal
The change management had little impact because we started using Totango at a very early stage.
- We had some bugs but they were resolved by Totango's team.
- no training
I feel like it was amazingly easy to learn without training. Totango has a lot of resources so reading them before using the app and deploying a strategy helps. I would totally recommend implementing Totango without training but it really depends of the Industry the company pertains to. In some cases training might be needed.
I'm not exactly sure of the lever of support we have but the Totango team was always nice, helpful and eager to help.
Yes
Yes, I did submit a request which proved to be a bug affecting my account. The communication was fast, and the team has identified the fact that it was a bug in a timely manner. Trought the resolution of the bug I was updated constantly and was provided with detailed information on what's happening.
I had a request that could have been resolved by searching through Totango's help center articles. Their representative was kind enough to help me achieve what I needed when she could have just pointed me to the article. I was really happy with their help and I feel like they really take their time to respond to their customers.
- Customer Dashboard
- Executive Console
- Team Spotlight
- Segments
- I didn't feel like there's any function in particular where I struggled.
Yes
I think their mobile interface is a really cool perk. There were times where I was away from my computer and needed some quick information about a customer. I was able to get that information because I had the Totango app installed. It's really simple and easy to use. I wouldn't have it any other way.
December 01, 2020
Totango's impact on reaching customer success goals
Totango is currently used by our customer success team, including onboarding. We are looking to solve lack of visibility on customer communications and looking to optimize customer outreach across the board. We also want to create a place that centralizes all customer communication, whether it be with Sales or Support, in one system.
- Task Management
- Calculating Customer Health
- Communication Logs
- Customer support
- Laggy integration sync
- Less intuitive UI
30%
3.0
52%
5.2
37.5%
3.8
50%
5.0
45%
4.5
- Increase in outreach coverage for customers
- Reduce in churn
- Cross team visibility in customer communication
Totango has an easier visual design, and we weren't looking for a tool with all of the bells and whistles that Gainsight had to offer. Gainsight does have a lot of power when it comes to setting up projects relating to the customer lifecycle, but for our team, we're just starting off with a customer success management tool and were looking for something to simply track customer health and keep an inventory of past communications.
30
The only teams that use Totango are our onboarding team, customer sucess team, and the respective team leads and managers. Essentially any client facing role post-sales. It would be nice to also include other teams that work indirectly with clients, such as partnerships, but we haven't gotten to a place yet where it would make a lot of sense to have them onboarded.
3
This would be our team leads and our managers. They are currently working on finding the most accurate way to measure customer health using usage data, and if we ever have any questions on functionality, they are reliable as a go-to (if support isn't able to help) Typically these escalations for support rarely happen for our team though.
- Task management
- Monitoring Customer Health
- Account Management (contracts, ARR, Renewal date, etc)
- Escalations to Management
- Internal communications
- Ad Hoc CRM (post sales)
- Opps Management
- 360 view of customer life cycle (including other teams beside success)
Not Sure
- Price
- Product Usability
- Prior Experience with the Product
- Vendor Reputation
- Existing Relationship with the Vendor
Product usability was a huge one because our team didn't use a CS management tool before. I know a lot of these tools are very powerful, so we wanted to make sure there was one that wasn't super overwhelming for first time users. We needed something that was easy for CSMs to adopt into, and one of our managers also had prior experience with it, which helped.
Better understanding the syncing and integration features. We have been finding that overall it works the way we want it to, but sometimes the email syncing and usage syncing tend to be wonky. Support tells us its because of the way our integration is set up but we really haven't been able to figure out why.
- Online training
No
Our needs are basic with the tool, and we don't require any "special" support apart from basic troubleshooting. As we continue to grow, however, this is something that we may revisit, because we do want to get to a place where multiple teams are heavily relying on Totango as a source of truth.
Yes
Yes, although I do wish there was a live support chat feature available in Totango (which might be something we may have not signed up for) but once the issue was reported via the support portal, I was immediately notified of my request via email, along with when I should be expecting to hear back from the support team (which was fairly quick) They were responsive and asked the right questions and provided the necessary information for me to understand what the known issue was and what was being done to resolve/remediate.
- Task Management
- Integration Setup
- User Onboarding
- Customer Health Setup
- Global Permissioning
- Accessing live support
Yes
It works well for my needs. I don'y rely on the mobile experience day to day, but when I do reach for it when I'm away from my computer, it allows me to perform basic tasks i.e. touchpoints and task creation. I haven't really looked into any of the other functionalities, as I only needed it for the basics.
- Salesforce
- Gmail
- Internal Systems
The depth of our integration is minimal - we haven't been able to allot the resources to take advantage of how deep the integration can be built in order for us to get a better gauge of customer health, but we want to get to that place eventually.
- Looker
Not to my knowledge - I haven't looked into this yet!
- File import/export
- Single Signon
- API (e.g. SOAP or REST)
Engage with your CSM as much as possible and really understand what defines your customer health. If you're looking for Totango to be your source of truth, it's crucial that you are pulling in the necessary data to paint the 'big picture' in terms of customer health and the customer journey. A lot of our information is still siloed but I do think that can be resolved by using integrations.
No
August 02, 2016
When it comes to Business Totango is your Adviser
Totango 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 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
85%
8.5
74%
7.4
95%
9.5
100%
10.0
50%
5.0
200
Internet and software.
We use totango to track the usage of software, renewal date, fabric appointments, logins and health status and much more. We also use tags to find if the training for software is done. We also use it for prediction on whether the customer is happy with the product and whether he will renew.
We use totango to track the usage of software, renewal date, fabric appointments, logins and health status and much more. We also use tags to find if the training for software is done. We also use it for prediction on whether the customer is happy with the product and whether he will renew.
5
Technical skills are required. Certain calculations on deciding what health the customer should have and managerial skills.
- Renewal
- Health
- Forecast
- Touchpoints
- Task creation for follow up
- Tags for generalizing
- Forecast with the usage
- Missing tags
- Touch points are small
No
- Price
- Product Reputation
- Vendor Reputation
- Analyst Reports
The factors of forecasting and making the account flow well. But totango did not serve this purpose.
- Don't know
Yes
- Lot of inputs and changes
- Employees feel more complex to shift
- Less training on how to use it
No
No point. I believe it' included in the package.
Yes
Partly, time was taken [to resolve it]. Still sometimes it creates big issues.
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