Totango for a Customer Success organization
June 15, 2016

Totango for a Customer Success organization

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango serves our Customer Success group and being used by project managers, account managers and consultants. It helps us monitor usage by customers, adoption levels and quota consumption.
  • Great trend visualization for our system metrics. Very good trends tracking.
  • Success Beats helps us and our people to get early warnings and tasks that are data driven.
  • Good events tracking in the timeline, which provides the story behind the data.
  • The metrics are based on averages which are not giving the true story. We would like to track trends of the raw data collected by the system and reflected in the charts metrics area.
  • The Salesforce add-on is limited with customization/configuration options. Non Totango users cannot benefit from Totango.
  • Some of the metrics settings are hard coded. Example "Changed in the last X days". There are hard coded numbers that do not provide enough flexibility.
  • Timeline touchpoints should be editable.
  • It would be good to react to touchpoints with replies and even "Like" gestures.
  • The notifications area does not read easily: the account name should come first (to the left) or at least let me configure the colomns.
  • Early warning should lead to better retention. Still difficult to monetize.
Created a comparison spreadsheet and filled it with ranks for each vendor.
JIRA serves as the source of service hours, Sales Force provides the contract info.
Totango practically re-focused us and reshaped our ways of working. It is more than a dashboard or a workflow system: it is the central system in our day to day.

Totango Feature Ratings

Product usage
8
Customer profiles
8
Automated workflow
8
Internal collaboration
8
Customer health scoring
8
Customer segmentation
9
Customer health trends
8
Engagement analytics
8
Revenue forecasting
7
Dashboards
9
Role-based user permissions
7
API
8
Integration with Salesforce.com
8