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 …
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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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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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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
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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 |
Totango Downloadables
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.
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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We are using Totango across our Customer Success department to monitor success metrics, stay organized, and ensure continuity and consistency across all of our Customer Success Managers. It allows us to pull data from our system into Totango, and set certain event triggers so that we can take actions with our customers. We are alerted when engagement falls, triggering a set of actions that we can complete to re-engage the customer. On the flip side, we have visibility into highly engaged and active accounts so that we can reach out to use them for case studies, referrals, and as references. Overall, it gives us the tools we need to better serve our customers and leverage the data we are already collecting.
- The ability to segment data is huge. It is all dependent on the data you send in, but once the data connection is made, it is amazing to be able to see different segments of accounts.
- SuccessPlays are crucial. Before we were using a spreadsheet for cadence and outreach to customers, but being able to have these automatically populate into the workflow is such a timesaver and eliminates some of the manual mistakes.
- The data modular is super powerful. It allows us to create custom attributes and pass those into the system. There is also a wide array of integration methods.
- I do wish there were a more comprehensive onboarding process for the free version. There are a lot of resources provided, but it is hard to know where to start.
- The system is very powerful and requires a lot of upfront investment to get started.
A couple of main focuses for our team are the use of our software platform and retention. We have implemented a number of SuccessBlocs into our workflow using Totango that help us automatically reach out to customers that fall behind on certain usage factors which we have seen provide an increase of usage among these customers by more than 30%. We are able to send tips and tricks to users which have also proven to increase satisfaction among users. In terms of retention, the Totango tools enable us to proactively connect with customers which are allowing us to have a record year in retention.
- Track touchpoints
- SuccessBlocs
- Segments for gathering data
- Reports and data on customer health
- We have seen a couple of updates made recently that added more steps to tasks.
- There are lots of tools and we probably don't use to its full extent.
- Layout is functional but could be more streamlined.
March 17, 2021
Pretty good, lightweight. Would recommend for a starter.
We needed a tool to manage our accounts with our customers. To make sure we were guiding them through onboarding and renewal processes.
- Easy to set up
- Quick set up
- Free plan
- Very complex
- Hard to master
- Lots of notifications
We are using Totango to streamline our customer success operations, make the workflow easier for our customer success managers, and to deliver customer insights by utilizing the data we collect. Using Totango, we are also able to ensure that all of our team members are carrying out the same tasks for our customers so there is some continuity.
- Totango makes the workflow for a CSM super easy. It is easy to see what tasks need to be completed and so see the data for a particular client.
- I love the SuccessBLOCs and being able to customize the dashboards there. It offers a really great insight into customers at different stages and how we are performing in particular areas.
- Getting started with Totango was a bit of a chore. There is a lot to do which was intimidating. Once I got the hang of things it was OK and I realized the full potential.
March 11, 2021
Are you starting with customer success? Trust Totango.
We have recently used Totango within our customer success team.
We have added our processes within the platform and we are tracking the progress of the accounts, keeping notes, and generally being on top of things. As a next step, we are planning to incorporate usage data as well.
We have added our processes within the platform and we are tracking the progress of the accounts, keeping notes, and generally being on top of things. As a next step, we are planning to incorporate usage data as well.
- It already includes proposals for specific processes to be followed
- Very friendly UI; easy to get started
- The free version allows for startups that are not ready to invest in a CS solution to start from somewhere, prove the value of the product and their work, and then move forward with an acquisition
- I had difficulties in importing data; it was not quite clear how to do so
- When help was needed, the level of support I received was quite low. The help center is good but if anything further is required, you will have difficulties in finding what you need
We use Totango to understand how frequently the users are using our application, their last visited date, [the] number of active days, etc. This will help for our internal Churn Analysis and how engaged the users are with our software/platform.
- Totango calculates [an] active number of days for a particular period like weekly/monthly/quarterly.
- It provides metrics like WAU, MAU etc. to understand [the] stickiness of the users to the application/platform.
- Health of the account.
- Expand the integrations with other products.
- Calculation of product adoption metrics should be more in-depth for no-code platform i.e. our product where the adoption cannot be calculated based on [the] number of visits to a page/feature.
- Expanding the scope of Success Blocs.
March 11, 2021
Totango is the Salesforce for CSMs.
We are using [Totango] for combining Salesforce data with other platforms to make it a one-stop shop for client health. It is currently only be addressed by the Customer Success department but may blend into marketing and sales integrations. We do not currently have customer-centric software for our Customer Success team.
- Blends in data from multiple sources.
- Can hold CSMs accountable for trigger points.
- Organize customer health via renewals, at risk, and product adoption.
- No real time updates on active users, how do I know a user is online?
- Collaboration seems very lacking, no history log.
- Want to get updates on accounts and customer friction points very easily, seems to have multiple steps just to update another user on what's going on.
March 11, 2021
Small Start-up Optimized with Totango.
We use [Totango] to keep track of our company partners. Weekly tasks, where they are in the process, meetings that happened in the past.
- Task break downs.
- Keeping up via touch points.
- Creating series of tasks into success plays.
- Loads slowly.
- Group tasks by customers without having to click into their profiles.
- Being able to add attendees to a meeting via a touchpoint. You cannot do this unless the person is added as a contact under that account.
March 09, 2021
Totango is My Go-To
Totango is currently utilized in our Customer Engagement team to track touchpoints, account health, contracts, etc. Due to the size of our company, there are hundreds, if not thousands, of users. We had a lot of disjointed systems in the past, and Totango has helped us bridge those gaps and bring information together into one source for our experience management.
- Integration with other internal systems is smooth and mostly seamless. I was not part of the implementation, but as a user, I rarely experience problems.
- The UI makes it to understand and find what I need. When I was a new user, I was up-and-running within 30-45 minutes with no real training.
- Notifications and touchpoints are easy to administer and send within Totango, so I know the right message is going to the right person.
- Faster load times would be beneficial. When I search, it often takes a while to load.
- Desktop notifications would be nice to have. I like the notifications within the app, but desktop notifications would grab my attention better.
- Sometimes I find it hard to locate the appropriate support items. Making the search a bit more powerful might help.
March 08, 2021
Getting Started with the Community Edition if Great
Totango is being used primarily by our CS and Onboarding teams, with longer term plans to integrate Sales and Marketing.
- Health Scores - gives us that snapshot and early warning system.
- Onboarding - great for developing a repeatable process for onboarding.
- Executive Console - Provides me with a great overview of everything.
- Data Integration - With this could be easier as it is a blocker for us.
- Self Learning - Would like to see a more comprehensive education section for new learners.
February 27, 2021
An easy pick!
It is used by the Customer Success team in our company.
- See which accounts need to be re-engaged.
- Overview of at-risk revenues.
- See which sections of your app are least used.
- Improve on user experience.
- An easier on-boarding process.
- A more intuitive reporting system.
February 24, 2021
Totango Review
Totango is currently being used in our Customer Success Department. We are using Totango to help us consolidate all of our customer data in one place. Totango helps us make sense of our data and organize actions we take with customer outreach.
- Visualization of the data.
- Ability to create custom customer segments.
- The integration with zendesk is not robust, and would be helpful to have additional information that you can pull over.
- The layout of the success blocs sometimes makes it difficult to solve problems that exist across multiple success blocs.
- Currently you can not attach an asset to a success play. It would be helpful to do so.
February 24, 2021
Customer insights are within reach (with a bit of developer help)
Currently our Customer Success and Onboarding teams use Totango, and we will soon be opening it up for our Product, Sales and Marketing teams to use certain features and access customer data. It allows us a centralized place to view customer communications and progress, through the multiple ways they might interact with our team and product.
- Centralizing communication - I can see all the emails sent to a customer from me or my colleagues, as long as they bcc Totango.
- Tracking activity - while our team has not fully implemented this feature yet, it is one of the main strengths of Totango to be able to see the actions of your customers in your product
- Segmentation - you can pull segments of customers or users so easily based on pretty much anything you can think of, and share them with others.
- Ease of integration with our product - the reason we haven't fully used this feature is it has to be integrated by a developer.
- In-app messaging - we can send emails based on user behaviour, but I would like to be able to send them messages in the product.
- The knowledge base is sometimes hard to search and use, there are multiple articles that seem to cover the same topics, and I often find myself viewing 2 or 3 articles before I find the right one.
February 08, 2021
Totango - great software, makes my job easier.
- Totango is being used by Customer Success Managers and Retention Renewals Manager.
- It simplifies our view of all the accounts assigned to us. Helps us easily identify which accounts are new, which to prioritize, possibly at risk, and need more attention. Minimizes the need to switch from one platform to another as we get to see details like MRR Value, license count, utilization, last cadence, etc...
- Great User Interface.
- SF Integration -- updates regularly, every 24 hrs (almost accurate in most details).
- Customizable Reports (allows you to create global and targeted reports).
- Ability to see account history for account assignment (seeing who is the old CSM or AE on the account).
- Integration with Jira Service Desk.
- Cross segment capabilities.
January 17, 2021
Totango Customer First
Totango is used in our department and it helps with managing and communicating our customers - totango has intuitions that help make business better. It also helps us communicate well internally - the tool i heavily use as it is integrated well to other applications that we use - it also has my today's agenda and tasks - allowing me to not miss anything. It is a nice way to also relay tasks to internal individuals and be able to monitor customer's health status.
- Internal Collaboration
- Managing Customers
- Customer Health
- Customer Groups
- Health status: Should have more ways to correctly calculate (utilization, usage, holiday setting, and tracking).
January 17, 2021
"We have it all for you"
It is currently used by our Team for our daily contact with customers. It helps monitor our accounts usage, updates, and campaigns across the entire CSM team which is a big help for everyone. It is nice at it could be connected to another CRM platform like SFDC and Zendesk. Kudos to Totango for being flexible :)
- Totango is flexible. It has shortcut to access another CRM like SFDC.
- Ease of access as the customers' details are in one place.
- Allows collaboration as another member of the team can create/assign tasks on my behalf.
- Usage information is not real time
- If a customer is not added as apart of the company, even with the same email domain, the bcc in the email will not be auto-logged in the touchpoint.
- Once I added a touchpoint like Training, it does not give me an option to edit it afterward.
January 17, 2021
Totango puts the success in customer success
Totango is used by all of Customer Success. It enables us to track and manage all of our customers. Through Totango we're able to launch campaigns, monitor health scores, and have a macro view of our entire customer base.
Totango has also enabled us to continually improve our ability to manage our growing base of customers. As we exploded in customer size in 2020, Totango allowed us to dynamically manage all our new customers. We opened new customer segments and launched it all on Totango.
Our health score monitoring using Totango is a great way for CSMs with a large number of accounts to stay on top of their game. With custom triggers for poor, average, and good health scores we're able to create standardized and targeted touchpoints with all of our customers. With the ability to customize all of these tools, Totango is a great CRM tool that scales with you.
Totango has also enabled us to continually improve our ability to manage our growing base of customers. As we exploded in customer size in 2020, Totango allowed us to dynamically manage all our new customers. We opened new customer segments and launched it all on Totango.
Our health score monitoring using Totango is a great way for CSMs with a large number of accounts to stay on top of their game. With custom triggers for poor, average, and good health scores we're able to create standardized and targeted touchpoints with all of our customers. With the ability to customize all of these tools, Totango is a great CRM tool that scales with you.
- Customizable campaigns to target specific user segments.
- Global and user created customer segments.
- Easy-to-read health metrics.
- Product usage and utilization SuccessBLOC
- Jira service desk connector
- Support to embed Totango user fields in campaigns.
December 28, 2020
Totango - Client Success' Best Friend
Being used in the Customer Success organisation and working to align the teams and bring greater transparency and organisation across accounts.
- Organisation.
- Prioritisation.
- Planning.
- Task Management.
- More customisation.
December 19, 2020
A feature rich pice of kit enabling detailed organisation, segmentation and information on your customers.
Totango is being used by the entire Customer Success function to support our client strategy plays, manage client correspondence, implement renewal success plays and EBR touch points. Pretty much everything associated with my role as a CSD. I use it to add meeting notes and action points, attach relevant documentation and presentations for future reference and define my account strategy.
- Quick and easy to add email summary and important client correspondence
- Building success plays with multiple tasks set for each stage of the process - renewals and EBRs for example
- Setting follow up tasks and agreed action items
- When you set up a task and then close it once the meeting/call has finished it creates a touchpoint to add your notes meaning the timeline gets clogged up with useless items. The tasks should revert to a touchpoint. This is the same for all of the success plays, its really annoying and means you have to scroll and scroll to see your history.
- You can't add internal meeting attendees who don't have a license. This is important so I am able to reference who was at the meeting both internally and from the client.
- The Account and business groupings seem overly complex. I would prefer to easily see opportunities etc from directly in the account page.
December 15, 2020
Great tool for CSM's globally
Totango is used by our Customer Success Team globally and some of our Account Managers have access to this tool to view CSM's notes. The tool is imperative to the Customer Success role in identifying daily tasks for each CSM's 200+ customers. Beyond helping manage CSM's daily tasks it's also really beneficial in helping prioritize accounts based on factors like Health, Usage, ARR, and other attributes.
The SuccessPlay feature helps create automated tasks based on factors and it's been really convenient to be able to create segments quickly to filter down to specific sets of customers. The Health feature within Totango helps us create an overall picture of which of our customers are doing well and which ones need more attention. I love that we can define for ourselves what that good health looks like.
The SuccessPlay feature helps create automated tasks based on factors and it's been really convenient to be able to create segments quickly to filter down to specific sets of customers. The Health feature within Totango helps us create an overall picture of which of our customers are doing well and which ones need more attention. I love that we can define for ourselves what that good health looks like.
- Easy for simple non technical users to use.
- Quick support replies.
- Easy to create custom dashboards IE SuccessBlocs for your KPI's.
- They are constantly adapting to user feedback.
- Frequent outages.
- Integrations are lacking - would love for them to work with email providers like Outlook.
- Integrate better with video channels like Zoom Gong, etc.
December 10, 2020
Makes everything easy which makes your client happy!
Due to the pandemic, the influx of customers were very massive and there wasn't enough bandwidth to handle all of them. As we want to provide a very strong Customer Service we started using Totango to easily identify the clients who need help and orientation about our platform. We can also create success plays in order for the client to be in a journey with us on how to maximize our platform.
- Client Health - We can see those clients who are in good shape and those clients that needed attention. We immediately reach out to those clients who need assistance.
- Account Insights - CSMs can immediately see who are the other people involved in those account such as AM, Renewals, Support, etc. We can sync up with them if there's any opportunity or concern.
- Utilization - You can monitor how your platform is being used, if it's underutilized perhaps you can offer training or sync up to the client and see how we can improve.
- I'd like to see more integrations with Totango, as this is a very strong platform - there's a lot to be done in terms of its ecosystem.
December 10, 2020
Every CSM's Daily Tool
Totango is currently used by our Client Success Department. Other departments and our Senior Leadership team uses data within Totango for everyday business analysis and needs. Currently, this is how our CSMs manage their books of business and their daily tasks. Totango helps us track our clients in onboarding, our customer usage and health and tracks our renewals.
- Totango is very user friendly - the last thing you want is a platform that is cumbersome and wonky that your CSMs don't want to use. Our CSMs log into Totango every day with ease and are able to navigate the system with little to no assistance.
- They are very open to enhancement and product feedback.
- They are constantly making updates and adding new features to the platform to enhance our everyday experience.
- Their support site could be easier to navigate with more how-to documentation.
- Building out segments can be a little tricky if you are not doing it every day - coming up with an easier process, maybe canned segments clients use frequently.
December 04, 2020
Great, but always room for improvement!
We use Totango to run reports, segments, manage all customers via tasks and success plays, and to get a full view of all our data. It helps us ensure we are being proactive with our customers and engaging with them. We also use it for our tech touch segment to onboard and keep them engaged.
- Campaigns
- SuccessPlays
- Task Management
- Wish there was better SFDC syncing
- Ability to write rules and logic for attribute updates
- More capability via API
December 03, 2020
Totango....The Good, Better and Best of this Tool!!
We use this great tool to allow our sales rep to quickly discern the opportunities in their large territories. Totango is also very helpful in mitigating churn by being proactive with customers who have a drop in the health of their account.
- Quickly find opportunities in your territory.
- Manage the health of your account
- Help with client adoption
- Mitigate churn
- Allow for the ability to copy and past account id
- Import data and notes that have been added prior to installing Totango
- Sent quotes from the tool
December 03, 2020
Everything you need for proactive customer success
Totango is used by our customer success department. We work daily in Totango with tasks related to our existing customers. In Totango we have all the data and abilities we need to be able to provide our customers with proactive follow-up. For example, we import all the necessary data from our CRM system (Hubspot) to provide our CSMs with an overview of their customers.
- They listen to customer feedback and have several product releases with new, exciting features each year.
- When you need help, you are never alone. Whether you need support, customer success advice, or more technical help from an engineer, you always get it.
- Totango makes it possible to work proactively with customer success--with features like SuccessPlays that can trigger tasks automatically based on a set of rules.
- Email campaigns that can also trigger automatically.
- The fast pace of new features can sometimes be a con--for users who take time to learn a new feature and then the look or behavior of the feature is changed again.
- Some features are quite demanding to implement, such as revenue center, for example. In order for me to set up all the features in Totango, I would have to dedicate a lot of time to it.
- We miss the ability to automatically update attributes based on segmentation, for example.