Totango's early warning system for Customer Success Management.
June 09, 2016

Totango's early warning system for Customer Success Management.

Ziv Peled | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

It's being used mostly by Customer Success Managers but we will broaden it in the future.

Pros

  • Great event tracking, real time sensors, early warning system
  • Listening to customers
  • Good Customer Success and support teams

Cons

  • Slow features delivery
  • Not easy to clean the system if you have bad data
  • Realtime notifications for CSMs
  • Success Plays
We spoke with all vendors and tested Preact and found Totango to be the best fit for us.
Some aspects were very easy, some were more difficult
Any SAAS organization needs a solution like Totango but there are many aspects [needed] for it to be successful, for example full development resources to manage the integration from the customer side.

Totango Feature Ratings

8.5
Product usage
8
Help desk / support tickets
9
8.0
Automated workflow
9
Customer health scoring
7
Customer segmentation
8
7.7
Customer health trends
7
Engagement analytics
8
Dashboards
8
Security ()
Not Rated
9.0
API
9
Integration with Salesforce.com
9

Using Totango

It's good, there is a great number of things to improve.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • See customer's usage
  • Manage lists
  • Run Success plays
  • Main account health or aggregation
Yes - Almost ok, a lot of potential

Comments

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