Totango Review
June 08, 2016

Totango Review

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

It is used by our customer success department and part of the sales department (account managers). It address the need to see and manage the customers' usage with our product and the need to get alerts/tasks when exceptions happen.
  • It gets data and maintains all the historical information without doing any special setup for this purpose.
  • It knows to calculate different metrics over a defined period of time (show me all the clicks on this feature in the last 14 days).
  • It raises alerts based on those metrics and the setup for these is rather easy.
  • Metrics are rather limited. You can only summarize the usage over the last 7, 14, 30 days and on, but can't summarize it from a specific date.
  • The functions you can use to calculate different metrics are limited (no IFs for example - only simple math calculations +, - * etc.).
  • The view of an account is also limited. For example - I would like to have different views for different types of accounts.
  • Better customer retention
  • Better visibility into data that was very hidden for our PMs
  • Gain Sight
I wasn't in the evaluation process.
For usage management it does the work even with the limitations. The 'gray area' is where you want your users to use only Totango (so they can use one system) and then the limitations are more problematic because it still cannot replace completely the CRM.

Totango Feature Ratings

Product usage
Help desk / support tickets
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Revenue forecasting
Not Rated
Not Rated
Not Rated
Integration with

Using Totango

Integrating Totango

The integration wasn't difficult. It was rather easy connecting to the data.