Totango

Totango Reviews

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Ratings and Reviews
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Score 9 out of 10
Vetted Review
Verified User
Review Source
Totango is perfectly suited for viewing and tracking upcoming renewals based on time until renewal, health factors, included products and more. Everything a CSR might need for monitoring account, being effective on monthly calls and not being surprised by a cancellation is there. It is not perfect for managing upsells / cross sells. There are a few small updates that I've recommended in Totango's user forum that will go a long way.
Alex Sandrea | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
For sure Totango would be my first option if I were to recommend it to a colleague or another company. It is intuitive, easy to understand and implement, they have great support and has a great API. It is a very established solution on the market, addressing a very important segment.
Faith Thomson | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
It's well suited for some reporting, but the unreliability of the synchronization of data makes it difficult if recent data is required. This also means that we cannot use Totango for some campaigns, as they rely on this up-to-date data. It would be good to integrate Totango with Gmail in order to make adding touchpoints even easier.
Jay Belangia | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Perfect customer retention model. Really helps keep sales reps focused on task and keeps accounts from "falling through the cracks". This tool really helps keep all of the sales staff on the same productivity level.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Totango is a great platform if you're ready to level-up you CS efforts and helps to professionalize your team over time. Getting their heads wrapped around the right workflows and approaches in this platform may be the only challenge because there is so much there.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Some scenarios where Totango is well suited for our team are:
  1. Client segmentation for managing at scale
  2. Client Marketing - both segmented and broad announcements
  3. Client Feedback via NPS survey and in-email surveys
Some scenarios where Totango is less appropriate are:
  1. Monitoring certain types of client activity and engagement metrics - there are very few time frames options to select for engagement do not match up to our client lifecycle



Score 7 out of 10
Vetted Review
Verified User
Review Source
Best scenarios to use Totango: segment creation and campaigns. I have a very organised folder with different segments that I check regularly to understand my client's health and to try to predict/ prevent churn.
While task management does help us between teams, I wish we could integrate to another system that we use all the time. Or if all users would be able to get email alerts based on their tasks. I use Totango as a tool to analyse my portfolio rather than something that is always open and I'm constantly checking multiple times per day.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Totango is very well suited to manage daily customer activities and implement consistent playbooks across the customer base. Management of NPS and in general the Voice of the Customer bloc is very helpful Health monitoring is another important advantage of Totango, although the health configuration can be tricky
Score 9 out of 10
Vetted Review
Verified User
Review Source
Totango is great for Customer Success teams. It makes it super easy to manage a portfolio of accounts. It also gives transparency and allows management to check on individual accounts or see the health of our customers overall. We considered giving our Sales team accounts as well, but really we see it as much better suited for our Customer Success team.
Score 7 out of 10
Vetted Review
Verified User
Review Source
I would recommend every CS team to use Totango as their monitoring tool. It is easy to use, intuitive informative and helps you grasp in no time your portfolio status down to the individual account. It is probably less suited for small products with no multiple modules, although I am sure the data provided even for those tools would be crucial.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Well suited for monitoring accounts. CSMs must-have tool otherwise tracking accounts is too difficult with just CRM software. We didn’t have a solution prior to using Totango and it’s changed our processes immensely. Fewer accounts fall through the cracks. Management likes it for reporting too and we integrate with Salesforce.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Very useful if you have a large portfolio of customers and need reminder to reach out to all of them on a regular basis. Also nice to keep an eye on the usage of the product.
Not so appropriate for a sales use case I think as it's really a tool to keep the adoption high and keep track of all the changes and important information.
August 17, 2021

Awesome Tool!

Score 10 out of 10
Vetted Review
Verified User
Review Source
Totango is well suited if you have a client database and are responsible for its success. It allows you to observe at a quick glance which features are not used, keep your daily tasks organized and monitor certain industries based on segments.

Totango Scorecard Summary

Feature Scorecard Summary

Security (1)
82%
8.2
Role-based user permissions (148)
82%
8.2
Platform & Infrastructure (3)
79%
7.9
API (120)
80%
8.0
Integration with Salesforce.com (154)
77%
7.7
Integration with Marketo (32)
80%
8.0
Customer Data Extraction / Integration (2)
71%
7.1
Product usage (205)
73%
7.3
Help desk / support tickets (135)
68%
6.8
Customer Success Management (7)
76%
7.6
NPS surveys (94)
77%
7.7
Sponsor tracking (6)
61%
6.1
Customer profiles (211)
82%
8.2
Automated workflow (201)
75%
7.5
Internal collaboration (189)
76%
7.6
Customer health scoring (213)
74%
7.4
Customer segmentation (204)
84%
8.4
CSM Reporting & Analytics (4)
75%
7.5
Customer health trends (204)
73%
7.3
Engagement analytics (193)
77%
7.7
Revenue forecasting (151)
72%
7.2
Dashboards (200)
77%
7.7

What is 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.

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

Additional Features

  • Supported: Dynamic Assignment
  • Supported: Outcome Success Plans
  • Supported: Customer Portal
  • Supported: Team Performance Review
  • Supported: Portfolio Management
  • Supported: Account Hierarchy
  • Supported: Custom Metrics
  • Supported: User Level Reporting
  • Supported: Team Adoption
  • Supported: ISO 27001 Security

Totango Screenshots

Screenshot of our Revenue Center

Totango Competitors

Totango Pricing

More Pricing Information

More pricing information from Totango

SaaS Editions Pricing
Pricing DetailsTerms
Community Edition$0

Totango Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS

Frequently Asked Questions

What is Totango's best feature?

Reviewers rate Customer segmentation highest, with a score of 8.4.

Who uses Totango?

The most common users of Totango are from Mid-size Companies and the Computer Software industry.