Infinite possibilities
Updated October 24, 2016

Infinite possibilities

Mathieu Brillon, MBA, PMP | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango is used by a newly created team of customer success managers to proactively manage our portfolio of clients.

Pros

  • The automated touchpoints and tasks based on rules align well with a CSM strategy.

Cons

  • The integration hub is a little weak. More features would need to be added (connection to databases). The mapping of custom fields is also lacking.
  • No measurable positive impact yet. We are at the beginning of the process.
The price was a big factor for similar features. Although the other system had more features and a cleaner/more complete integration with Salesforce (as a Salesforce extension), we didn't need all the bells and whistles a this point.
Privacy is a concern for our clients and workarounds have to be created to manage those concerns for individualized data.

Totango Feature Ratings

5.5
Product usage
6
Help desk / support tickets
5
8.3
Sponsor tracking
5
Customer profiles
9
Automated workflow
10
Internal collaboration
9
Customer health scoring
7
Customer segmentation
10
7.3
Customer health trends
7
Engagement analytics
7
Revenue forecasting
7
Dashboards
8
5.0
Role-based user permissions
5
8.0
API
7
Integration with Salesforce.com
9

Totango Implementation

Integrating Totango

  • Salesforce
  • Internal platform
  • Survey Monkey
Salesforce is out of the box, therefore pretty easy. For our internal system usage, we hit a roadblock when we started validating the privacy of the individual information stored on Totango. We are currently anonymizing the data to make it work.

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