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Totango

Totango

Overview

What is Totango?

Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. 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…

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Recent Reviews

All in one CS

8 out of 10
June 09, 2023
Incentivized
Totango runs our onboarding process, customer journey, and renewal cycle. We also use the system to track KPIs, account and user activity.
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Buyer Beware

1 out of 10
May 22, 2023
We attempted to use Totango for client success/customer success. We had hoped, we could use Totango for setting up customer satisfaction …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 17 features
  • Customer segmentation (243)
    8.3
    83%
  • Customer profiles (251)
    7.9
    79%
  • Product usage (243)
    7.8
    78%
  • Customer health scoring (253)
    7.6
    76%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

1 video

Totango Review: Stands Out Because Of Its User Friendly Interface
02:00
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Pricing

View all 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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Product Demos

Totango Customer Success Walkthrough

Navattic
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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

8.4
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.9
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

7.6
Avg 8.6

Customer Success Management

Customer Success Management

7.6
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.5
Avg 8.1
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Product Details

What is Totango?

Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. 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

Screenshot of Collaboration tools to manage a customer portfolioScreenshot of a 360° view of customer healthScreenshot of the dashboard to monitor customer metricsScreenshot of an engaging in-app experiences and email campaigns to improve customer retentionScreenshot of integrated data in the Customer Data Hub

Totango Video

New year, new evolution of CS, new Totango

Totango Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS

Frequently Asked Questions

Totango starts at $2988.

Gainsight CS, ChurnZero, and Catalyst CSP are common alternatives for Totango.

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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Comparisons

View all alternatives
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Reviews and Ratings

(408)

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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
Totango would be suited for businesses growing at scale both in the SMB and Enterprise space. Companies focusing on customer outreach and customer experience as an initiative would find Totango useful. However, I do see that products that are more intricately built surrounding a customers' ecosystem and less on the relationship component might find Totango more complementary to their customer success team.
Customer Data Extraction / Integration (2)
30%
3.0
Product usage
30%
3.0
Help desk / support tickets
30%
3.0
Customer Success Management (5)
52%
5.2
Customer profiles
40%
4.0
Automated workflow
30%
3.0
Internal collaboration
50%
5.0
Customer health scoring
60%
6.0
Customer segmentation
80%
8.0
CSM Reporting & Analytics (4)
37.5%
3.8
Customer health trends
60%
6.0
Engagement analytics
30%
3.0
Revenue forecasting
20%
2.0
Dashboards
40%
4.0
Security (1)
50%
5.0
Role-based user permissions
50%
5.0
Platform & Infrastructure (2)
45%
4.5
API
30%
3.0
Integration with Salesforce.com
60%
6.0
  • 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.
Support is just okay. I haven't used the feature that much, but there's no way to get into immediate contact with their support team unless you reach our to your respective CSM. Ticket response have been fairly quick, though. It would be great if there was an immediate chat channel with the support team.
End user available, I think it definitely does the job. As long as the admin sets up the right connections between external systems and Totango (i.e. to measure customer health) the reporting and customer pages are very easy to use. The timeline feature is especially my favorite but I wish there was a way to search for specific touchpoints in the section.
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)
We like the tool enough to keep it in the long run. It does what we need it exactly to do, and I think there's still a lot for us to uncover in terms of its capabilities. There are a lot of functions we want to take the time to learn, but we've been strapped on resources so are just staying afloat.
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
Our CSM did a great job of conducting the training so we understand, at the very least, the functionality that is directly relevant to us. This also allowed us to train our own new team mates when onboarding based on the training flow that was first presented to us. This was also conducted as a interactive sessions, as training are notoriously known to be dry.
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.
We haven't gotten to the point where we fully deployed Totango across multiple departments, but we have had some other teams who are client facing depend on Totango for customer touchpoints and customer health. I can definitely see it having potentially, but the fact that we haven't implemented across the board has to do with how siloed our departments are still.
I have yet to experience any downtime with Totango (knock on wood) so reliability has been really top tier since we were onboarded. Given that the support team has been really helpful so far, I can imagine should downtime every be the case, they'll be able to communicate proactively/effectively on the current state of the platform.
At times the integration sync can be really slow when it comes to touchpoints. I can't say the same for customer health syncing, but I do tend to notice the lag from email syncing, and in those cases, I will need to refresh the Totango page a couple of times or wait a couple of extra seconds/minutes for it to show up.
  • 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)
The integrations are certainly easy to set up. I would say the most difficult component is taking advantage of the depth of the integrations' capabilities. This is mostly due to us not being able to commit more time, but I think what the integration offers natively is more than enough for you to easily see the value in it.
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
July 01, 2016

To Tango

Ben Joe | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
As a customer success manager, Totango makes it easier to track which users are getting the most out of our platform. It also alerts me when users fall into poor health and need a quick email or call.

Totango should be able to pull our users usage longer than just the past 180 days. Some clients want to see usage for the last year.
Customer Data Extraction / Integration (2)
70%
7.0
Product usage
80%
8.0
Help desk / support tickets
60%
6.0
Customer Success Management (5)
74%
7.4
Customer profiles
80%
8.0
Automated workflow
70%
7.0
Internal collaboration
70%
7.0
Customer health scoring
80%
8.0
Customer segmentation
70%
7.0
CSM Reporting & Analytics (4)
62.5%
6.3
Customer health trends
70%
7.0
Engagement analytics
70%
7.0
Revenue forecasting
50%
5.0
Dashboards
60%
6.0
Security (1)
60%
6.0
Role-based user permissions
60%
6.0
Platform & Infrastructure (2)
45%
4.5
API
40%
4.0
Integration with Salesforce.com
50%
5.0
  • 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
as we are still finding some issues like when assigning names to manager it doesnt stay ,
or probably small updates put in dont get saved to certain accounts
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
The support team is good and prompt as far as my problems were concerned
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
well as i find it user friendly and a lot of people in my firm even the one's without serious computer knowledge have been able to adapt and learn how to use the software really well hence making it a good to go software, that i wound recommend to all
  • 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.
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