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Totango Review: "To Tango"
https://www.trustradius.com/customer-successTotangoUnspecified8.295101
Ben Joe profile photo
Updated July 01, 2016

Totango Review: "To Tango"

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

Totango is being used to monitor all Doctor accounts and last updates made on them. We monitor the usage of the doc and which details are missing in his profile, training, etc. This helps other agents who take up the account to have a fair idea of what was already happening with the Concerned Doc.
  • Totango helps generate detailed reports.
  • It's a single interface where you collect multiple aspects within.
  • It is easy access to overview and observe workflow.
  • Helps make detailed decisions based on results.
  • It keeps crashing in between, which needs serious working on.
  • Some data put in doesn't end up reflecting.
  • Touchpoints keep re-appearing.
  • Increasing the lifetime value of existing customers
  • Better customer retention
  • Increased contact with customers and irate issues
  • Helps avoid misses in terms of contact
It depends on the problem you are trying to solve. The overall industry and role of customer success is still growing and many organizations are still trying to get their head around it. However, as a SaaS organization you very likely recognize the need to improve your conversion rate, your onboarding process, your customer retention and your predictable growth and this looked plausible with Totango.
  • Ubuntu
  • Practo
  • Excel
I believe that Totango is great for established SaaS enterprises with high volume of users, but growing SaaS startups and early-stage SaaS businesses with reasonably small user base need more agile tools to get started. For companies a transparent onboarding and sales process supported with practical customer success tools is more important than scientific customer success intelligence. And hence integrating anything was not easy.
As a customer success manager, Totango makes it easier to track which users are getting the most out of our platform. It also alerts me when users fall into poor health and need a quick email or call.

Totango should be able to pull our users usage longer than just the past 180 days. Some clients want to see usage for the last year.

Totango Feature Ratings

Product usage
8
Help desk / support tickets
6
Customer profiles
8
Automated workflow
7
Internal collaboration
7
Customer health scoring
8
Customer segmentation
7
Customer health trends
7
Engagement analytics
7
Revenue forecasting
5
Dashboards
6
Role-based user permissions
6
API
4
Integration with Salesforce.com
5

Using Totango

Users and Roles

Primarily customer success managers , interns , team leads and the sales team

Business Processes Supported

  • Churn prediction
  • regular follow ups
  • forecast trends

Innovative Uses

  • create various daily reminders and to do lists
  • create tags to help filter reports

Future Planned Uses

  • yet to find out

Likelihood to Renew

7
as we are still finding some issues like when assigning names to manager it doesnt stay ,
or probably small updates put in dont get saved to certain accounts

Totango Implementation

Implementation

7

Implementation Details / Implementation Partner

  • Vendor implemented

Change Management Lessons

Change management was minimal

Implementation Issues

  • the collection of data to amass into Totango
  • The number of details to be extracted as there is no data import feature

Totango Support

Support

8
The support team is good and prompt as far as my problems were concerned

Totango Customer Support Pros and Cons

ProsCons
Quick Resolution
Knowledgeable team
Immediate help available
Support understands my problem
Not kept informed

Bug Resolution

Yes - it was resolved , in a timely manner i wouldnt say

Exceptional Examples of Totango Support

they have always been except for a few glitches here and there

Using Totango

Usability

9
well as i find it user friendly and a lot of people in my firm even the one's without serious computer knowledge have been able to adapt and learn how to use the software really well hence making it a good to go software, that i wound recommend to all

Usability Pros and Cons

ProsCons
Like to use
Easy to use
Technical support not required
Quick to learn
Convenient
Familiar
Unnecessarily complex

Easy Tasks

  • Forecast Trends
  • Create Reports
  • Follow ups on clients

Difficult Tasks

  • Key metrics need to be more descriptive

Mobile Interface Availability and Impressions

Yes - it is easy and quick to use

Integrating Totango

Ease of Integration

7

Future Integration Plans

  • Practo
  • Ubuntu

Types of Integration

  • File import/export