Totango Reviews

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120 Ratings
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Score 8.2 out of 100

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Reviews (1-25 of 71)

William Scupham | TrustRadius Reviewer
March 20, 2020

First-time success org's experience with Totango

Score 8 out of 10
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Return on Investment

  • Increased customer visibilty - this is a huge win!
  • Totango has forced us to reevaluate how we work with client after the inital point of sale.
  • Increased visibility on account interactions between teams. This lets us works more collaboratively
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Marc Pladet | TrustRadius Reviewer
March 13, 2020

Totango journey to success

Score 9 out of 10
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Return on Investment

  • Kept focus on the right investment of relation => Easier renewal phase
  • Better focus on points of attention in all data available => Efficient in attention on things that matter at that moment.
  • Totango feature currently still has an overlap with other tools used in the organization, which causes double registration to prevent all in need of the information have access to it.
  • Authentication access is good security. It would be better if more roles in the organization had (partial) access => now it keeps sending information around instead of the other roles having access to the needed information themselves.
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Anonymous | TrustRadius Reviewer
March 20, 2020

Using Totango to help your CSM team manage your customer base

Score 8 out of 10
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Return on Investment

  • We have seen an increase in usage from some of the automation.
  • Our retention is up over the previous year due to tracking and automated tasks.
  • Better analytics on customer usage allows us to focus on specific follow up to users.
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Anonymous | TrustRadius Reviewer
March 22, 2020

It takes a solid Salesforce Developer to Totango

Score 8 out of 10
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Return on Investment

  • I wouldn't say that Totango really led to better customer retention. When clients wanted to cancel, it was something that could not be predicted in Totango. It could have been a decline in business so they wanted to cancel, or a feature wasn't working the way they wanted, or maybe a support experience. The Zendesk integration could most definitely be improved for this reason.
  • I was fairly new to my team so my role did not deal too much with how Totango was implemented for our team.
  • It was really hard to build health profiles for clients for our organization specifically and therefore plan out the actual success of our team. It led to some not so fun 'reorganization' but there were many other factors outside of Totango.
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Anonymous | TrustRadius Reviewer
March 11, 2020

Totango makes Customer Success easy!

Score 8 out of 10
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Return on Investment

  • Positive Impact- allowing all accounts to be in one place without misplacing one.
  • Positive impact- Alerts when there needs to be action taken on a brand immediately.
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Anonymous | TrustRadius Reviewer
March 11, 2020

Powerful, robust tool!! Take the time to understand it and it will become your Swiss army knife in terms of data extraction

Score 7 out of 10
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Return on Investment

  • It has been useful to prevent customers churning
  • Encourages more contact with your clients
  • Highlights points you need to tackle with your client in order to improve the health score
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Anonymous | TrustRadius Reviewer
December 06, 2018

Looking for something better still

Score 6 out of 10
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Return on Investment

  • We have not seen a positive ROI from Totango.
  • We hoped to get a leg up on churn, but kind of saw Totango as a flop.
  • At this point, we saw little help in retention.
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Anonymous | TrustRadius Reviewer
September 17, 2018

User friendly

Score 7 out of 10
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Return on Investment

  • Improved customer retention.
  • Increased insight into customer trends and data.
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Anonymous | TrustRadius Reviewer
September 14, 2018

Totango Review

Score 8 out of 10
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Return on Investment

  • Totango’s task list was awesome to work out of because we all know how messy working out of an inbox can be! It gave a clear list of daily activities that was easy to digest and take action on.
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Feature Scorecard Summary

Role-based user permissions (46)
7.1
API (42)
7.3
Integration with Salesforce.com (55)
7.3
Integration with Marketo (3)
5.4
Product usage (76)
7.8
Help desk / support tickets (53)
7.4
Sponsor tracking (6)
6.1
Customer profiles (76)
7.7
Automated workflow (73)
7.7
Internal collaboration (65)
7.4
Customer health scoring (76)
8.0
Customer segmentation (73)
7.9
Customer health trends (74)
7.9
Engagement analytics (73)
7.6
Revenue forecasting (54)
7.1
Dashboards (72)
7.2

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

 Free VersionPaid Version
Forum/Community
FAQ/Knowledgebase
Video Tutorials / Webinar
Phone
Email
Social Media

Totango Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS