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Totango Review 22 of 56
"Totango review"
https://www.trustradius.com/customer-successTotangoUnspecified8.295101
Philip Nguyen, SCPM profile photo
July 22, 2016

"Totango review"

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

My team uses Totango across my organization. We use it to track customer usage, campaigns, tasks, and success plays.
  • Provides view into how/when/what our customers are using our platform. Before Totango, we didn't know this information. I find that it's a good indicator of renewals.
  • I like the campaigns feature.
  • Totango isn't super easy to use. If you don't use the product for a couple weeks, it's hard to pick it back up.
  • It's not completely connected to SFDC. There's some data that gets lost because of this. Would be nice for it to be an app on the SFDC platform.
  • I can now see customer usage, trending analysis, and automated campaigns. I'm not sure what my retention rate would be if I didn't have Totango.
  • Totango sales and implementation (Val) was a great experience. I believe the sales people (George) who sold to me are gone but they represented the company very well.
I looked at cost, personality, potential, people, features, and time to install as factors. I looked at Gainsight and Bluenose as well. Gainsight rated well but was too expensive. Bluenose had poor customer service and I thought they wouldn't last.
Totango had very likable people; the features compared well to other products, and they were flexible in pricing as I was ramping up my business.
I'm not sure Totango is great for CSMs. You probably need an admin to build campaigns and reports.

Totango Feature Ratings

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