Great software! Long & complex implementation
Updated September 23, 2016
Great software! Long & complex implementation
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.
- Aggregate customer data.
- Analyze usage & adoption and use it to trigger health warnings and proactive account management.
- Monitor CSM engagement.
- 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).
Totango Feature Ratings
Configuring Totango
Integrating Totango
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.