Excellent product and service.
April 18, 2016

Excellent product and service.

Chris Hansen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

We are currently implementing Totango with our Customer Success department. Initially we are implementing it across four products with plans to roll out to all of our product lines.
  • Customer Service and Customer Success are the biggest strengths for Totango. They have a great product but what makes it really stand out is their employees' willingness to go above and beyond to make sure that their customers are successful.
  • They have a rapid development cycle which allows them to implement new changes and features quickly and efficiently without compromising code quality.
  • Totango is a web based application and they have employees working worldwide. This means that they get internationalization and that there is always someone available to assist if needed.
  • This isn't actually a problem, but because of the rapid development cycle you will see features that start out a bit clunky. Totango managers reach out though and walk through the new features with us and watch to see where the 'pain points' are to identify where features can be improved and enhanced; this level of service and attention to detail sets the bar higher for all of us.
  • I would like to see more of the configuration exposed in the settings so that we can make changes without having to submit a change through our representative. As we implement it is nice to be able to quickly make a change and then test it out without extra communication.
  • We are still in implementation so we don't know yet - however, we have already noticed some trends with our data that we are looking at to see what we can do better.
We used Salesforce extensively for several years and Totango integrates directly into Salesforce, pulling data into their product as well as pushing data back to Salesforce. As they add new functionality it quickly and easily integrates into Salesforce through the API.
  • At this point, we have integrated four of our products - three using Javascript actions posted directly to Totango and one using Integration Hub. All four have been rather easy and seamless.
In this integration cycle we are doing six user actions per product - we will expand as we continue integration. Adding user actions and integrating them is easy and straightforward.
I haven't seen any organization that wouldn't benefit from the functionality in Totango's product but I have seen many organizations that aren't ready for what they provide. It takes a dedication to great customer service to get the benefit out of Totango and some companies aren't there yet.

Totango Feature Ratings

Product usage
Help desk / support tickets
Sponsor tracking
Not Rated
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Revenue forecasting
Role-based user permissions
Integration with Salesforce.com
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated