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.
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!
From what I understand, the integration is very deep and works very well!