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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Totango Customer Success Walkthrough
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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).
Comparisons
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Reviews and Ratings
(408)Attribute Ratings
Reviews
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
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.
July 01, 2016
To Tango
Totango 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.
70%
7.0
74%
7.4
62.5%
6.3
60%
6.0
45%
4.5
- Increasing the lifetime value of existing customers
- Better customer retention
- Increased contact with customers and irate issues
- Helps avoid misses in terms of contact
It depends on the problem you are trying to solve. The overall industry and role of customer success is still growing and many organizations are still trying to get their head around it. However, as a SaaS organization you very likely recognize the need to improve your conversion rate, your onboarding process, your customer retention and your predictable growth and this looked plausible with Totango.
Primarily customer success managers , interns , team leads and the sales team
- 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
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
Yes
it was resolved , in a timely manner i wouldnt say
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
it is easy and quick to use
- Practo
- Ubuntu
- File import/export
- Ubuntu
- Practo
- Excel
I believe that Totango is great for established SaaS enterprises with high volume of users, but growing SaaS startups and early-stage SaaS businesses with reasonably small user base need more agile tools to get started. For companies a transparent onboarding and sales process supported with practical customer success tools is more important than scientific customer success intelligence. And hence integrating anything was not easy.
March 24, 2016
The leader of Customer Success Platforms
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.
100%
10.0
86.66666666666666%
8.7
85%
8.5
70%
7.0
100%
10.0
- Identified up sell opportunities when license utilization is high.
- Giving great background and context for every customer engagement.
- Implemented in-house
Yes
Change management was a minor issue with the implementation