TrustRadius
https://media.trustradius.com/product-logos/BG/n2/X9KNWD7BTKJ8.PNGIt takes two to TotangoTotango is used to provide business intelligence to Customer Success, Consulting, Onboarding, Professional Services, Sales, Marketing, and Support groups.,Intuitive Design Reliable Fast,Newness of the Enterprise platform is apparent. Have encountered more than a few bugs.,10,Increased product adoption.,,Salesforce.com, Zendesk, SurveyMonkey, Marketo, Slack,11 to 25 people,Account and user segmentation,ZenDesk Integration,Yes, but I don't use it,10,Salesforce.com ZenDesk Zapier SurveyMonkeyWhen 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,8,3,5To 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,7Totango's early warning system for Customer Success Management.It's being used mostly by Customer Success Managers but we will broaden it in the future.,Great event tracking, real time sensors, early warning system Listening to customers Good Customer Success and support teams,Slow features delivery Not easy to clean the system if you have bad data,8,Realtime notifications for CSMs Success Plays,Gainsight and Preact,Salesforce.com, Zendesk, Intercom,26 to 50 people,Zendesk SalesForce Our system Intercom,See customer's usage Manage lists Run Success plays,Main account health or aggregation,Yes,8Solid product still needs to improveOur customer success organization is using Totango to manage and track the behavior of our customers and create plans and alerts in order to make sure that they are engaging with our platform. Right now it is limited to the customer success managers and some directors and we don't plan on expanding into any other areas at this time. Totango helps us quickly gauge which clients need assistance, additional guidance or are in danger of churning from our product.,Sends us valuable daily email alerts with health scores of all of our assigned clients. Visually looks very clean and is pretty easy to use as an end user. It is easy to create reports on accounts and we really enjoy using the live view of who is actually on the product.,Connecting to Salesforce was not easy and we still have account values that are different than what is reflected in Salesforce. The integration was very painful and it took a long time to get it somewhat decent. I would like to see more effort and dedication by our assigned Customer Success Manager from Totango.,7,Continuous user engagement Better customer communication Up to date with client activities,Gainsight,Salesforce.com, Mixpanel,11 to 25 people,Mixpanel Salesforce.com,Generating daily reports and email reports. Getting a quick snapshot of the account.,Navigating the side panel Finding the new features Using the new features,Yes, but I don't use it,6
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Totango
95 Ratings
Score 8.0 out of 101
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Totango Reviews

Totango
95 Ratings
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Score 8.0 out of 101
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Reviews (1-5 of 5)

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Ben Joe profile photo
July 01, 2016

Totango Review: "To Tango"

Score 7 out of 10
Vetted Review
Verified User
Review Source

Usability

9
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
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June 09, 2016

Totango Review: "Solid product still needs to improve"

Score 7 out of 10
Vetted Review
Verified User
Review Source

Usability

6
I think it is easy to use but needs work on the user interface to make it easy to access specific functions. The side bar needs to be categorized so you understand why you would use it. There are also tabs that you can't access as an everyday user so you don't know why they are visible.
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Feature Scorecard Summary

Role-based user permissions (34)
4.2
API (32)
6.6
Integration with Salesforce.com (42)
5.2
Integration with Marketo (3)
5.4
Product usage (55)
7.5
Help desk / support tickets (39)
6.1
Sponsor tracking (6)
6.1
Customer profiles (54)
7.9
Automated workflow (52)
7.1
Internal collaboration (47)
5.1
Customer health scoring (55)
6.5
Customer segmentation (51)
6.0
Customer health trends (54)
6.1
Engagement analytics (54)
5.9
Revenue forecasting (43)
7.0
Dashboards (52)
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

 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