Overall Satisfaction with Totango
Totango is used by a newly created team of customer success managers to proactively manage our portfolio of clients.
- The automated touchpoints and tasks based on rules align well with a CSM strategy.
- 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.
Totango Feature Ratings
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.