TrustRadius
https://media.trustradius.com/product-logos/BG/n2/X9KNWD7BTKJ8.PNGWish we had Totango a year ago- great product!Our Customer Success department uses Totango. It allows us to get insight into the health of our customers and helps us turn that insight into action.,Insight into customer health. This is critical to retention rate, and Totango has sophisticated abilities to determine and measure health. Automated internal tasks. Based on user actions or health status, you can automatically assign tasks to team members to take action. Automated emails. Based on user actions or health status, you can automatically send emails to customers.,Project management. There is some functionality in this area, but we are currently using an external application for project management for our onboarding process in order to handle the advanced functionality we need.,9,We are still measuring this, but already I can see that it has prompted me to reach out to customers that were possibly at risk of churn and engage them. I may not have known about that customer's churn risk without Totango.,,Smartsheet,1 to 5 people,10,9,SalesforceWhen it comes to Business Totango is your AdviserTotango is mainly used to find our clients' usage of our software. We do get good updates about what modules they use and how many minutes they use as well as how well they use the software. We can also get the following information: Customers usage Appointments through online softwareUsage frequencyMonthly and weekly updates on usage Totango also helps us to forecast whether the doctor will renew the software subscription or will be churn. It also helps us keep track of whether the doctor has been trained for the software or needs to be trained.,Updates about software usage Keeping track of different modules used by the customer Tags and comments along with a summary of calls we make to doctors Overall health of doctors,Tags always disappear Some SubIds are only 3 digits, those SubIds won't load up Search should have option to search with mobile number/name/clinic name/ subid Timeline should be the first since it's more important,7,8,Multiple Products Customer Success Managers,200,51 to 100 people,5,Renewal Health Forecast,Touchpoints Task creation for follow up Tags for generalizing,Forecast with the usage Missing tags Touch points are small,4,No,Price Product Reputation Vendor Reputation Analyst Reports,Don't know,Yes,Lot of inputs and changes Employees feel more complex to shift Less training on how to use it,5,No,5,Yes,Before we started using totango, we used to use Google sheets and forms to do our math as well as analysis. When totango came in to picture the data was available everywhere and also the it was so simple to view it in one page. The only down part was the it takes time to do it. Well, all together it was good.,Touchpoint Tags User information,Different modules used Reading a full touch point Health of a month,No,8,3,5Totango: Organize the Chaos of Customer SuccessTotango is used by our Account Management, Customer Success, and Product teams to track customer engagement in the TrackMaven platform, our interactions with them, and to help set tasks that we need to complete with the customers. It also allows us to track customer health by seeing how much they are interacting with our platform and what modules they use.,Allows you to see an in-depth view of how your customers are interacting with your product in terms of both time spent and what parts they use. Helps multiple teams coordinate communications across accounts and track tasks that need to be fulfilled for the customer. Allows you to easily send outreach emails to wide segments of customers based on custom criteria.,The app itself can be pretty slow, especially when you are trying to perform activities across multiple accounts. It can be difficult to track large organizations who have multiple workspaces in our platform, particularly on an enterprise level.,8,Better intelligence on how customers are interacting with our platform. Better customer retention by being able to identify trends where a customer is likely to churn and addressing the problem before it's too late. Better communications across teams when it comes to customer outreach.,,,7Experience with TotangoWe use Totango to track our customers' accounts and every feature available on Totango helps in various ways especially in pulling out reports.,Tracking usage of our customers' accounts Task reminders Easy reports,Bugs in Totango lead to loss of touchpoints Delay in updates; if there is change in usage/details of our customer, Totango takes time/Fails to update on their account Slow at times,9,Better customer retention Increased number of sales Improved customer satisfaction,51 to 100 people,9To TangoTotango 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.,7,Increasing the lifetime value of existing customers Better customer retention Increased contact with customers and irate issues Helps avoid misses in terms of contact,Intercom, Natero and Gainsight,Gainsight, Natero,26 to 50 people,Ubuntu Practo Excel,,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,7,Vendor implemented,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,7,8,Yes,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,9,Practo Ubuntu,File import/export,7Infinite possibilitiesTotango is used by a newly created team of customer success managers to proactively manage our portfolio of clients.,The automated touchpoints and tasks based on rules align well with a CSM strategy.,The integration hub is a little weak. More features would need to be added (connection to databases). The mapping of custom fields is also lacking.,7,No measurable positive impact yet. We are at the beginning of the process.,Gainsight,1 to 5 people,5,Salesforce Internal platform Survey MonkeyNew Totango User - Totango is doing the trick!We use Totango along with Salesforce to give us telemetry on our current customers, mainly to help us with users in 3 phases: 1) Onboarding 2) Middle of their term 3) Towards their renewal time The Customer Success department is the main user of Totango. It solves the business problem of having a single point (tool) that gives us information on our customers without having to jump between systems.,Bubbles up all assigned accounts and shows a health score - either good, average, or poor. Totango does a great job with renewals in the Revenue Center. Very easy to deal with upsells, downgrades, etc. The tasks assigned to specific accounts is great. There is a bit of room for improvement here, but it's nice to be able to designate tasks per account.,Infinite scroll on the account list would be nice. Pagination is so 2005! Would be nice to have some sort of email integration. I realize this isn't the space Totango is trying to play in, but would be nice to have some sort of integration here.,9,We are new with Totango, but so far, it's been great in getting a per-month view on customer revenue (when they are up for renewal). Having a view on health trends allows us to act sooner than later on customers whose health report has dipped. Being able to see which features our customers are enabling is a great way to see how they are progressing during onboarding without having to go digging into a few systems to find this info. One stop shop!,Gainsight,Salesforce.com, Yesware,6 to 10 people,Salesforce.com,9Go TotangoWe manage our customer accounts on Totango and update their Information. We maintain the star ratings for our customers based on the usage of our product (Practo Ray). It helps to record the transactions or communication we had with our customers. Timely updates, generating reports, etc., are done on daily basis. It is mainly used by customer success warriors.,Time Stamp. Reports. Tags.,Sometimes it stops working. Automatically some of the accounts get logged out. It should have a calling facility.,8,Maintaining the information data of our customers Managing customer accounts Generating daily reports,More than 100 people,8Thumbs up for TotangoTotango is mainly used by our Customer Success team; but, as an account manager I use it to understand the overall health of my accounts including usage of the TrackMaven app, latest communication from the CX team, etc. From my lens, it helps the complimentary teams (AM/CX) ensure we know everything we need to when strategizing on an account. For CX, they live in Totango and record all campaigns, touchpoints, sentiment, etc. so without access to it, I'd be pretty lost as to how my customers are doing.,It monitors the usage of our application well - we can see who logs in and how frequently so we can make inferences as to how much value our customers are getting from our software It records all communication effectively in a log format - you can even bcc emails to Totango and they're automatically logged It stores and automates delivery of campaigns to our customers who are more "light touch" - we can see who opens the emails and if it moves the needle of app usage,I have to use Salesforce to do my job - SFDC/Tontango can communicate and exchange data, but for the most part I have to manually input data to one or the other when I wish there was more integration When you record touchpoints you can't go back and edit them if you made a mistake/typo,9,Evidence from my perspective is limited since I've been using Totango for several months. The closest example of tangible ROI I've seen is using the data to help gauge how much effort and work I need to commit in order to renew (and in some cases save) accounts. There are have been a handful of cases in which poor engagement data allowed me and my CX counterparts to quickly address issues with customers - something that certainly impacts our customers' willingness to renew their subscriptions.,,Customer Success Managers Multiple Customer-facing Teams,,8,Salesforce.com, Slack, InsightSquaredFantastic Product for Account Managers/CSMsTotango is being used by the customer success organization to manage daily/weekly/monthly/etc. customer engagement. In past organizations, the frequency of customer engagement, the application of different success plays, and the overall results of customer strategies were fairly ad-hoc. Totango has been able to act as the main hub for all customer engagement activity, metrics, and strategy.,I've worked with two other mainstream Customer Success-focused products in the past, and found their UIs very complex, particularly around navigation and creating custom reports. One in particular required heavy assistance from the product's CSM to stand up custom reports. I find that Totango has a very intuitive user interface and a simplified approach to reporting. Best of all, my Totango Customer Success Manager (CSM) is in frequent communication throughout the course of the month so I rarely ever feel 'stuck.' Being a fairly heavy Salesforce user in past roles, I was highly critical of the Sales and Account Management teams working in silos: Sales in Salesforce, and Account Managers in Totango. Totango gives you plenty of import/export options with Salesforce in mind so that Account Managers like myself don't have to worry about double-entry of notes and other data points. My favorite features by far are creating tasks and touch points. It's incredibly simple, and includes a timeline of events on the customer profile page so that you can easily glance at the most recent activity.,When customizing a current report and saving under a different name, at times it overwrites the previous report. This requires you to go into the previous report and undo any edits that were made. I've never felt more care and attention from a CSM team before, but at times they can overcommunicate; more than 2 or 3 times a week. They should consider relocating the "What's New" tab somewhere more visible. I often forget to scroll all the way to the bottom of the screen and check on which new features have been released.,10,Totango has helped me understand customer utilization, which is a key indicator of customer satisfaction. Totango's reporting and metrics have helped me put strategic effort and energy into customers who need it the most. I believe Totango helps increase customer satisfaction over the long-term b/c it guides you in smart, strategic engagement which is often built to align with your company's desired approach to customer success.,9,Multiple Geographies or Territories,Gainsight,10The leader of Customer Success PlatformsTotango 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.,10,Identified up sell opportunities when license utilization is high. Giving great background and context for every customer engagement.,Gainsight,11 to 25 people,Implemented in-house,Yes,Change management was a minor issue with the implementation,9
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Totango
95 Ratings
Score 7.9 out of 101
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Totango Reviews

Totango
95 Ratings
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Score 7.9 out of 101

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Score 8 out of 10
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Implementation

7
Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.
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Feature Scorecard Summary

Role-based user permissions (34)
4.1
API (32)
6.3
Integration with Salesforce.com (42)
5.0
Integration with Marketo (3)
5.4
Product usage (55)
7.4
Help desk / support tickets (39)
6.0
Sponsor tracking (6)
6.1
Customer profiles (54)
7.8
Automated workflow (52)
7.0
Internal collaboration (47)
5.0
Customer health scoring (55)
6.4
Customer segmentation (51)
5.9
Customer health trends (54)
6.0
Engagement analytics (54)
5.9
Revenue forecasting (43)
7.0
Dashboards (52)
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