Totango Reviews

101 Ratings
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Score 8.1 out of 100

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Reviews (51-60 of 60)

Anonymous | TrustRadius Reviewer
July 29, 2016

Totango Review

Score 6 out of 10
Vetted Review
Verified User
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To track product usage details and user behavior.
  • Product usage patterns
  • Exportable graphs are convenient
  • Directional usage patterns are confusing and not always relevant
  • Longer date ranges than 90 days would be valuable
  • Health score can be ambiguous
  • I am often asked for login patterns over 30 day periods, Totango only offers 14
Useful: tracking user behavior by individual and by the account, seamlessly and quickly
Less useful: I wouldn't use it as my primary account management tool - tasks, campaigns, etc... I go elsewhere

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Anonymous | TrustRadius Reviewer
July 21, 2016

Takes two Totango

Score 6 out of 10
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We use it for data analytics and partially as a CRM. The whole customer success department uses it, as it integrates with our web app and we can pull specific information.
  • Data analytics
  • Tagging/segmenting
  • Campaigns
  • CRM is really rough - hardly any funcitonality
  • Well suited for data analytics.
  • Horribly suited for CRM.
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Anonymous | TrustRadius Reviewer
Score 6 out of 10
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Totango is being used by the customer success management group for the purposes of customer analytics and pushing adoption.
  • Segments customers
  • Manages book of business
  • Allocation of customers by ARR
  • Detailed customer usage
  • User interface is too complicated, it takes too much effort to slice and dice data to view it how you want to. You have to define attributes etc, instead of just being able to apply filters, facets and rules on the fly.
  • No prebuilt scorecard, even if it wasn't exactly what you wanted it would be helpful to complete a default scorecard and then grow from there.
  • Aggregation of data across all customers for analytics is difficult to use.
  • No Android app.
I think if you already have well-defined processes and data, and are not yet at an unmanageable (~500+) number of customers, you don't need Totango.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Verified User
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Totango is our customer success platform. We use Totango to run our business in the individual contributor level as well as with our leadership. It gives our CSMs deep understanding of how our customers are using the system, which can be leveraged for renewal discussions, up-sell and cross-sell. Without Totango it is very hard to get an OBJECTIVE view of how our customers are using our product, and based on our past experience with other systems even though customer success (CS) is a form of art more than science, the objective data is what really drives value to our CS organization and help our CSMs to step up their game.
  • CSM Dashboards
  • Usage based campaigns
  • Ease of use
  • Customized executive dashboards.
Totango is a simple, easy to implement customer success platform which provides real-value within a short period of time.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Totango helps with managing 200+ customers everyday. It keeps sending notifications about their health and info on where we need to focus more. It's like an alarm. It will tell you every day in the morning what tasks you have to do with a lot of things. With Totango it has become very easy to handle a lot of customers with their case history.
  • Daily notifications
  • Keeps you sending emails about your customer's health
  • Maintains a sheet of tasks which you need to perform every day
  • Never lets you forget any of your customers when you have your customers of 200+
  • Adding your profile picture can be made a more easy
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Anonymous | TrustRadius Reviewer
June 07, 2016

Totango Review

Score 9 out of 10
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Totango is used in our Customer Service department. It helps us address customer utilization and strength when using our product.
  • Easy to use
  • Integration
  • Campaigns
  • App speed needs to increase
  • Correct account names and users
  • Ability to add more key contacts
Well suited for a SaaS company
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Anonymous | TrustRadius Reviewer
Score 4 out of 10
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We use Totango to track user engagement on our platform. While it generally works for what we need it to do, we need a tool with a bit more sophistication and support for managing the success of our customers. We've had to spend a lot of time shoe horning a Totango implementation that meets our needs, but still there is more work to do.
  • Customer Success Engagement
  • Customer Success Metrics
  • Customer service
  • Customer Success
For larger sophisticated customer success teams, there are better options in the market.
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Anonymous | TrustRadius Reviewer
Score 6 out of 10
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Verified User
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We use Totango to track customer health and integrate it with Salesforce. It is widely used by our renewals sales team and our customer success team also uses it. It helps us analyze customer health, monitor trial customers, and identify upsell potential.
  • Customer health ribbon
  • Tracking historical data would be a nice add-on to have
  • Uploading information can be buggy
Totango is well suited for customer success.
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Anonymous | TrustRadius Reviewer
April 18, 2016

A Year In

Score 7 out of 10
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Verified User
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Totango is being used by the newly founded customer success department to identify at risk customers to help mitigate churn and to track onboarding.
  • Totango sincerely listens to any questions, concerns, and suggestions and works with you to get them addressed.
  • Totango releases improvements fairly often.
  • Totango provides webinars to help users learn new features.
  • The Success Play and Task system would benefit greatly from sub-tasks or a child-task, whatever you'd want to call it. Basically the ability to have a large task with several smaller subset tasks needing to be completed in order to complete the larger task. Like bullet points.
  • The Task system would also be improved by having the ability to be able to dismiss the task rather than complete it, and also the ability to bulk dismiss tasks.
  • Recently, things have been very slow to load, and sometimes tasks haven't loaded at all.
Totango is a great place to gather all your customer's data in order to make sense of it. More statistics on how things done by a CSM in Totango has affected the health of the customers would be great. The ability to track several attributes is great.
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Anonymous | TrustRadius Reviewer
March 25, 2016

Great Product!

Score 10 out of 10
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Verified User
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Totango is being used as a customer success management (CSM) platform to help manage our customers on many fronts. We use it for internal communication tracking, monitoring customer activity and health, and set rules to make sure we are on top of important dates. The tool is fantastic and allows us to scale much easier.
  • Puts everything relating to a customer in one location
  • Ability to set SuccessPlays to trigger important notifications
  • Allows for internal communication to be in one place, so colleagues in different time zones can quickly access important touchpoint
  • Only one CSM per customer
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Feature Scorecard Summary

Role-based user permissions (37)
6.5
API (34)
7.1
Integration with Salesforce.com (45)
7.1
Integration with Marketo (3)
5.4
Product usage (58)
7.8
Help desk / support tickets (40)
7.2
Sponsor tracking (6)
6.1
Customer profiles (58)
7.8
Automated workflow (56)
7.6
Internal collaboration (51)
7.3
Customer health scoring (59)
7.9
Customer segmentation (55)
7.6
Customer health trends (58)
7.8
Engagement analytics (58)
7.3
Revenue forecasting (45)
7.2
Dashboards (56)
7.1

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