Overall Satisfaction with Totango
We use Totango to manage the health of our customers who are using the monthly subscription version of our software. It is being used by our customer success department. Totango helps us identify which customers are at risk of churning by monitoring their health. it looks at how frequently they use the software as well as which features they are using. For us to keep our customers long term, it is important that they use our software regularly for everything that it is capable of handling. Because of Totango, we are able to identify customers who are not deeply invested in our software so we can contact them and help them fully adopt.
- Totango helps us identify customers that are at risk of churning so we can contact them and address their needs.
- It helps us manage our new customers so we can make sure they are properly set up with the software and receive the training they need.
- It also helps us track billing issues with our customers.
- We use the success plays that are built into Totango, however, some of our plays involve many phases or steps. Totango is not good at linking these together as it lists them all individually.
- We rely on reviewing comments to understand what was talked about in previous conversations with customers. The touch-points are easily lost in the noise of all of the automated comments created by Totango for each account.
- We have reduced churn since we implemented the customer success department. Totango has been a huge part in targeting at risk clients.
- Totango has helped us manage onboarding of new customers.
- We have integrated our own in house customer management program.
I did not have a part in that integration.