TrustRadius
New Totango User - Totango is doing the trick!
https://www.trustradius.com/customer-successTotangoUnspecified8.296101
Peter Filias profile photo
Updated June 22, 2016

New Totango User - Totango is doing the trick!

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

We use Totango along with Salesforce to give us telemetry on our current customers, mainly to help us with users in 3 phases:
1) Onboarding
2) Middle of their term
3) Towards their renewal time

The Customer Success department is the main user of Totango. It solves the business problem of having a single point (tool) that gives us information on our customers without having to jump between systems.
  • Bubbles up all assigned accounts and shows a health score - either good, average, or poor.
  • Totango does a great job with renewals in the Revenue Center. Very easy to deal with upsells, downgrades, etc.
  • The tasks assigned to specific accounts is great. There is a bit of room for improvement here, but it's nice to be able to designate tasks per account.
  • Infinite scroll on the account list would be nice. Pagination is so 2005!
  • Would be nice to have some sort of email integration. I realize this isn't the space Totango is trying to play in, but would be nice to have some sort of integration here.
  • We are new with Totango, but so far, it's been great in getting a per-month view on customer revenue (when they are up for renewal).
  • Having a view on health trends allows us to act sooner than later on customers whose health report has dipped.
  • Being able to see which features our customers are enabling is a great way to see how they are progressing during onboarding without having to go digging into a few systems to find this info. One stop shop!
Gainsight was looked at as well, and Totango came out on top for 2 reasons. Cost and usability. Totango truly is in a class by itself as compared to Gainsight.
From what I understand, the integration is very deep and works very well!
Totango does a great job in the area of renewals. With being able to set forecasts and looking at the Revenue Center, a user of Totango gets very clear optics on where they need to be to work with their accounts, their quota(s), and anything else related to capturing their MRR/ARR.

Totango Feature Ratings

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

Totango Implementation

This is based on hearsay. I was not involved in its implementation but was well aware of the progress in doing so. From what it sounded like, it went fairly well!