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Review: "Totango: Organize the Chaos of Customer Success"
https://www.trustradius.com/customer-successTotangoUnspecified895101
Sam Rutzick profile photo
Updated July 25, 2016

Review: "Totango: Organize the Chaos of Customer Success"

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

I wasn't involved with this on our end, but I know we integrated Salesforce Data as well as data from our app.
Totango is used by our Account Management, Customer Success, and Product teams to track customer engagement in the TrackMaven platform, our interactions with them, and to help set tasks that we need to complete with the customers. It also allows us to track customer health by seeing how much they are interacting with our platform and what modules they use.
  • Allows you to see an in-depth view of how your customers are interacting with your product in terms of both time spent and what parts they use.
  • Helps multiple teams coordinate communications across accounts and track tasks that need to be fulfilled for the customer.
  • Allows you to easily send outreach emails to wide segments of customers based on custom criteria.
  • The app itself can be pretty slow, especially when you are trying to perform activities across multiple accounts.
  • It can be difficult to track large organizations who have multiple workspaces in our platform, particularly on an enterprise level.
  • Better intelligence on how customers are interacting with our platform.
  • Better customer retention by being able to identify trends where a customer is likely to churn and addressing the problem before it's too late.
  • Better communications across teams when it comes to customer outreach.
We use Totango to manage interactions with a wide variety of customers across multiple teams in our organization. The touchpoints and tasks allow us to easily coordinate next steps and the health score in addition to other alerts configured in the system give us the ability to act on a customer problem before it gets worse or leads to churn.
Totango is great for serving mid-market customers on SaaS platforms and tracking how they interact with your app. It is also well suited for a scenario where multiple teams are reaching out to customers so you can coordinate easily.

Totango can be hard to use with enterprise customers as it can be difficult to get the hierarchies within the enterprise set up.

Totango Feature Ratings

Product usage
9
Customer profiles
9
Automated workflow
8
Internal collaboration
10
Customer health scoring
7
Customer segmentation
8
Customer health trends
7
Engagement analytics
10
Revenue forecasting
6
Dashboards
8
Role-based user permissions
8
API
8
Integration with Salesforce.com
8

Totango Implementation

Implementation

7
Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.