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Review: "Wish we had Totango a year ago- great product!"
https://www.trustradius.com/customer-successTotangoUnspecified895101
Josh Carlson profile photo
Updated September 23, 2016

Review: "Wish we had Totango a year ago- great product!"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

Our Customer Success department uses Totango. It allows us to get insight into the health of our customers and helps us turn that insight into action.
  • Insight into customer health. This is critical to retention rate, and Totango has sophisticated abilities to determine and measure health.
  • Automated internal tasks. Based on user actions or health status, you can automatically assign tasks to team members to take action.
  • Automated emails. Based on user actions or health status, you can automatically send emails to customers.
  • Project management. There is some functionality in this area, but we are currently using an external application for project management for our onboarding process in order to handle the advanced functionality we need.
  • We are still measuring this, but already I can see that it has prompted me to reach out to customers that were possibly at risk of churn and engage them. I may not have known about that customer's churn risk without Totango.
We selected Totango over other products because of the balance between sophisticated functionality (like customized health categorization based on usage) and a reasonable price point.
It's less appropriate for a company primarily looking for project management.

Totango Feature Ratings

Product usage
10
Help desk / support tickets
2
Customer profiles
10
Automated workflow
10
Internal collaboration
5
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
10
Revenue forecasting
10
Dashboards
10
Role-based user permissions
10
API
10
Integration with Salesforce.com
7

Totango Implementation

Implementation

10
Robyn and Saumya were very helpful! Easy, quick implementation.

Configuring Totango

Product Configurability

9
Very configurable, and they're continuously developing the product to get even better.

Integrating Totango

Systems Integrated With

  • Salesforce
The depth of integration: we use Salesforce to tie accounts in our app to Salesforce accounts. Initial connection was easy with the help of Totango's onboarding team. We're able to even bring custom fields at the account level into Totango. But take note that currently Totango doesn't sync User data directly with Salesforce; instead, they use a third party workaround. That workaround is functional but it's not part of the direct integration.