November 07, 2016
User Review: "It takes two to Totango"
Usability
10
TrustRadius
https://media.trustradius.com/product-logos/BG/n2/X9KNWD7BTKJ8.PNGTotangoIt takes two to Totango2016-06-10T18:54:56.375ZTotango 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
SurveyMonkeyNate RichardsonWhen it comes to Business Totango is your Adviser2016-07-28T21:09:28.769ZTotango 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,8,3,5John AbrahamTo Tango2016-06-09T00:10:03.306ZTotango 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,7Ben JoeTotango's early warning system for Customer Success Management.2016-06-09T00:17:11.069ZIt'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,8Ziv PeledSolid product still needs to improve2016-06-09T19:57:36.085ZOur 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,6Verified User
Unspecified
Totango
95 Ratings
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