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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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
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- 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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(408)Attribute Ratings
Reviews
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January 09, 2024
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 customer marketing/nurture campaigns, account health scoring, data and insights and customer surveys.
- Data & Analytics
- Process Creation & Mapping
- Customer Campaign Targeting & Creation
- More Integrations
- Advanced Reporting
January 08, 2024
Totango is to-tally great software
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.
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.
- Account portfolio tracking
- Customer touchpoint timeline
- SuccessPlay automation
- 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
June 09, 2023
All in one CS
Totango runs our onboarding process, customer journey, and renewal cycle. We also use the system to track KPIs, account and user activity.
- Easy, configurable journey mapping
- Customer segmentation
- Activity tracking
- Reporting
- Aggregating user metrics
- Survey flexibility
May 22, 2023
Buyer Beware
Score 1 out of 10
Vetted Review
Verified User
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.
- I don't think Totango does anything well.
- 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.
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.
- Automate engagement using campaigns.
- Generate tasks based on activity, date, or other criteria.
- Carefully track NPS and customer satisfaction.
- 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.
March 03, 2023
Totango for the win...
Totango enables my Customer Success team to see all of our customer data in one spot. This provides a much more comprehensive view of customer health scores and allows us to make educated and more automated decisions regarding how to best help our customers. Totango's automated success plays help facilitate a clean best practice for my team to follow so that we can ensure all customers are receiving a consistent approach and the right level of touch. The customer data hub makes it very easy to integrate with external data sources and the onboarding team was very helpful during the implementation stage.
- Customer health profiles are able be configured to accurately assess health for the different types of customers that we work with. Customers don't have to fit into the same box.
- Onboarding was very comprehensive and really helped make sure I was set up and ready to go live with my team on day 1. They proactively worked through any issues/ questions that came up.
- Totango made it really easy to support a multi-tiered customer hierarchy and have all their scores and data roll up into parent accounts. This was essential as we work with different business units that subscribe to our various products.
- Jira integration could stand to improve a little. I was easily able to get my list of tickets to pull into Totango but was told Totango wouldn't be able to summarize that data so I can see the overall number of tickets for a customer. Instead, I was required to create a manual process to create this data and upload it each week.
September 07, 2022
Outstanding Experience.
I use Totango to manage my book of business, including logging touch points, keeping track of tasks, and automating processes. Our team manages a subset of our customers in Totango, which provides a quick place to find key account information, calculates customer health, and provides visibility to leaders on the status of our relationships with our customers. We've also developed success plays and campaigns to target our customer base and establish best practices among the team.
- Totango easily integrates with other tools to pull information in one place.
- Totango is extremely easy to configure how you want, including adding new attributes that are important to you, creating segments relevant to your business, and automating processes through SuccessPlays and Campaigns.
- Totango Support is amazing! Very knowledgeable and prompt!
- Totango provides so many resources for users, including tutorials, a knowledge base, and the new creator campus. It's awesome.
- I'd like to see more calculation possibilities for collections data. For example, if I'm pulling in current support cases, being able to count how many within Totango would be helpful.
August 16, 2022
Totango has amazing features and capabilities
Score 8 out of 10
Vetted Review
Verified User
We used Totango to understand the health of our clients and to keep internal teams informed on the status of major milestones. This was helpful to people who missed meetings or those who weren't involved in the day to day project (e.g. leadership). There are a lot of features available and a lot of customizations. That can be a good thing, but it can also be cumbersome. One thing that's important is to make sure that everyone who is using Totango uses the same format and same customizations.
- Notes
- Health Score
- Client Risks
- Lots of features can feel overwhelming
- It takes time to learn the product
- Ensure teams use the same templates
Problem - Implement the playbook for our onboarding and CS team. Scope - All customers that the business development team signs up.
- Emails to customers based on filters - whenever a customer hits a criteria.
- Integrations are superb and we are able to see a multidimensional view of the customers.
- Canvas for defining the playbook.
- Bugs in Successplay automation - not resolved since more than 1.5 months.
- Product usage aggregation also results in the creation of blank accounts visible on the front end.
- Touchpoints are a bit difficult to log. It could have been much easier.
July 28, 2022
In the right path with Totango
I use Totango to create data points and then build campaigns under the different SuccessBlocs to trigger them according to the target set. Afterward, I have to monitor the performance of the emails sent and look for opportunities to optimize the process.
- Create campaigns
- Monitor performance
- Optimize the process
- Mobile app
- PDF integration embedded in emails (PDF forms)
- Undo option
July 06, 2022
Great tool for visibility into customer behavior
We use Totango as our primary tool to identify customer health, log interactions with customers, create automated processes to reach out for business reviews and renewal discussions, etc. This is primarily being used by our Customer Success and Retention teams, however the sales team does have limited access to Totango as well.
- Creating SuccessPlays that allow you to automate a sequence of events or reminders (Business Reviews, renewal reminder reach outs, etc.).
- Identifying criteria for customer health scores to easily identify customers that may be at risk.
- Summarizing a listed view of upcoming tasks that need to be completed, either by date or by customer.
- Some data that cannot be imported by the system that we would find useful to have available (for example, we have two different user times - internal and external - and Totango has trouble with reporting on both types).
- Seems like there are some frequent issues with either ingesting data or with some downtime.
Our goal was to organize all customer interactions, health, and process in one system to reduce customer churn and make our customers successful. We looked at other support systems which were only ticket-based and not as comprehensive as Totango. We wanted to automate certain customer interactions and reduce the number of customer success agents we needed to appropriately support our customer base.
- All customer information and interactions centrally located
- You can segment customers in how you view your business, products, services, etc.
- Automatically engage customers through campaigns based on certain criteria
- A very comprehensive tool that can require a steep learning curve (luckily Totango uses their own tool to help you get up to speed on their product)
- Configuration of attributes is easier if you understand logical data modeling
April 27, 2022
Happily using Totango for our 3200 customer locations
Totango allows us to scale our Customer Success strategy and customer communications. We're able to build automations both for customer communication campaigns, but also for our CSMs to execute on risk playbooks and ad hoc projects. Health scoring has been a new way for us to judge "top performers" through quantifiable and trackable ways.
- Customer email campaigns
- Pool CSM model
- Health scores
- Risk identification and management
- Time zone specific email sends
- Direct integration with Pendo
- More analytics and insights for CSM pool performance
February 14, 2022
Great tool due their customizable standardization.
We were in need of a tool that could help us get our Cisco CX advanced certification. We knew what we needed and what we wanted and investigated different tools. Totango's came through due to their strength to provide standardised building blocks which we altered to our CX practise and specific needs. This combination of speed and customization enabled us to be on top of our game sooner than anticipated.
- Helping our CSM's with setting out a clear overview of tasks ahead.
- Monitor different data sources and report on thresholds that are important to your business.
- Their support is awesome. Both from their CSM's and support desk.
- More integrations out of the box would be awesome.
- There is a small learning curve if you want to set the system more to your hands.
January 28, 2022
Totango is a must have for SaaS Businesses
Totango is an integral part of our organization. Before Totango, we used a mix of Google Sheets and Zapier to fill out documents to track the progress and health of our users but that wasn't manageable nor scalable. Once we implemented Totango, it changed completely how our Customer Success Operates, how we measure the performance of our agents and how good or bad are we at proving value for our customers. A year after we started using Totango, we have now implemented it across our Onboarding, Adoption, and Nurturing phases and we love it. In the near future, we'll be adding new types of customers so they can benefit from being in Totango.
- Tracking customer's health.
- Visualizing progress between customer journey stages.
- Being a hub of information for different sources.
- Having a more robust reporting platform.
- A more robust orchestration of communication campaigns. Being able to connect them more easily.
- In-app messaging.
- Improving Zoe licenses features.
- Being able to translate Totango's user interface to Spanish.
January 18, 2022
A fantastic tool to simplify your Customer Success
We use Totango to onboard new accounts, view usage, and login history, and automate our processes. The data is displayed clearly, as a solution it is clear and easy to use and the time-saving aspects it allows are immeasurable.
- Automating tasks
- Displaying data
- Saving time
- Some data is difficult to track but beyond that, there are no major areas for improvement
January 18, 2022
Totango great product to manage CS!!
We use Totango as our customer success portal. It has been helpful for us in recognizing processes that we can automate. It also allows us to track CSM and client services on clients. We could also automate our renewals process which is great for our Sales ops team as they can initiate and manage renewals automatically. We are not working on a process to get AMs into the tool to work on their accounts and take action as necessary. We have [learned] and grown with the tool. The CS team from Totango is very helpful and jumps in to support or answer us on things as necessary
- CSM Success Plays
- Client Communication Trancker
- Client Health Tracker
- Automating process
- Checking that client services is working on client accounts
- Moving things across multiple hierarchy levels
- Changing the name of the product group can only be done if we reach out to support. If the admin users are provided this access then we will have less back and forth with support
- Making the onboarding process a bit more technically sound and aligning roles and responsibilities on client-side
January 14, 2022
Totango has revolutionized our client engagement!
Totango has completely revolutionized how we approach customer onboarding and adoption of our product. Where we once had to guess at how well customers were adopting us, we're now able to get a bird's-eye view regarding usage, which in turn allows us to automate our processes regarding account health. It helps us stay organized, prioritize, and focus on what's really important, which is profoundly useful for my team of 11 working with over 2,600 clients.
- Tracking usage metrics
- Generating reports of various customer segments
- Automating processes
- Allowing for tasks to be prioritized in an easily visible way
December 06, 2021
So far, so good!
We use Totango as a Client Success tool/ dashboard. It helps our company see the health score of our client and general NPS in a single platform. It is also automating a lot of our processes that used to be very manual.
- Automate processes
- Visibility on client health scores
- Single source of truth
- We get too many emails from Totango
- I wish it were more intuitive to understand why a health score lowers, what specific metric is causing that to happen.
My customer success team mages customers using Totango. With Totango, we have view and control of the customer journey. Our processes can be automatized and actions are documented.
- Task management
- Customer journey tracking
- NPS campaign and management
- Reporting
- Account and User mixed KPI
November 18, 2021
Totango Builds Customer Loyalty
The Customer Experience area uses Totango to track the adoption process of the subscription-based software products sold by IKUSI to our customers by monitoring the customer journey.
- Easy to set up and use
- Customer journey mapping
- Executive dashboard and customer health
- Succesplays
- Touchpoints
- I would like to have a schema or diagram that shows, at a high level, how Totango components (Succesblocks, Segments, Succesplays, Canvas) are related or nested.
- I would like it if it could allow client deletion without requiring technical support intervention.
August 18, 2021
Totango is helpful, but has a few flaws
Our Customer Success team uses Totango to manage customer metrics and touchpoints. We have connected Totango to our PBI and Salesforce data to help our team keep track of our clients and their progress.
- Keeping track of touchpoints
- Building processes and workflows
- I do not find it easy to use Totango to keep track of metrics or contracts
- The organization of Totango is difficult to comprehend and keep straight
- Not very intuitive or easy to use at a glance
August 18, 2021
Full Oversight Over Customer Portfolio
Totango is being used by CSMs mainly along with our managers with full access but the sales team has limited access to see our notes too. It allows us to automate tasks and keep track of accounts. CSMs use it for all of their work monitoring and scheduling. We set up tasks to run automatically for what needs to be done on basic requirements plus you can set up your own tasks for what each unique account needs. We log all Touchpoint with customers and use the BCC functionality for emails to log too.
- Oversight over customer accounts
- Track usage
- Review risk
- Easier automation on tasks by users instead of management
August 17, 2021
Keep Track of Your Portfolio with Totango!
We are using Totango in some departments, customer success, and onboarding, as it is helping us a lot in keeping our eyes on the customers' data and customized alerts. We have created alerts on potential risks, opportunities, and changes on the accounts, and a lot of manual work is not needed anymore. Totango even has so much more potential, we are always trying some new automation and alert campaigns to find the best for our use case.
- It makes a list of tasks on your account portfolio, so you can set up your own rules to have regular conversations with your customers.
- It provides great reports with a lot of data to identify the next campaign you want to do.
- It provides integration with our other tools, and we can see Totango as our main tool, even if other teams in our organization are not using it, as the important data will be pushed to the other tools.
- Possibility to separate the timeline (completed tasks not in the same timeline as emails, phone calls, etc.)
- Update some data directly from the reports (our example NPS dashboard)
- Possibility to group the tasks into different categories (some are more important than others)
August 17, 2021
A Great Tool for Segmentation
Totango is currently used by the Customer Success Department and Onboarding at Aircall. It is about 30-35 people and the main problem it addresses is that it provides customer data unavailable elsewhere and it allows us to manage our tasks internally.
- Totango provides us with data unavailable on other platforms. You can easily create and save relevant segments of data that allow users to get a holistic view of their portfolios.
- I particularly like the email campaign feature. You can easily organize campaigns based on previously created segments.
- Task creation and task management allow our team to cycle through our portfolio and be aware of changes across 300+ client portfolios.
- Totango doesn't integrate with the tools we use. It would be great to have more integrations.
- Totango has many, many clicks. I think the UX could be improved. For example, when closing a task you have to wait until a bottom bar that says "Task completed" disappears before you can move on to the next task. I feel like I have to click a lot of little things to get my job done.