Great software! Long & complex implementation
Updated September 23, 2016

Great software! Long & complex implementation

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

Overall Satisfaction with Totango

We use Totango for customer health profiling and predicting/managing churn. It is used by our CSMs and customer service management. Our customer onboarding team also uses Totango to manage workflow and handoff of various deliverables.

Pros

  • Aggregate customer data.
  • Analyze usage & adoption and use it to trigger health warnings and proactive account management.
  • Monitor CSM engagement.

Cons

  • Lack of flexibility for business models outside of core (subscription-model SaaS).
  • Complex implementation, very hands-on.
  • Proactive contract management (engagement & review reminders pre-renewal).
  • CSM alerts of health-impact activities (i.e. low NPS submission).
It seems especially well suited to subscription SaaS platforms that sell subscription licenses. We have had trouble adapting to our business model (essentially pay-per-use). The support and product teams have been helpful and responsive but there are just limitations in the design that we've had trouble working around.

Totango Feature Ratings

Product usage
9
Help desk / support tickets
6
Customer profiles
8
Automated workflow
10
Internal collaboration
7
Customer health scoring
7
Customer segmentation
8
Customer health trends
8
Engagement analytics
8
Revenue forecasting
9
Dashboards
7
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated

Configuring Totango

Just about right. There are some product limitations (i.e. you can't build absolutely anything you can dream up) but within the limitations, it's quick & easy to make changes.

Integrating Totango

  • Promoter.io (via Zapier)
  • Internal product/database
  • Salesforce
Depends greatly on the product. Integrations that we are running through Zapier work very smoothly and were easy to set up. The native Desk integration is very limited. We have been unable to find a JIRA integration solution that allows us to tie contract value to JIRA tickets or bug instances to account health in any real way.

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