Thumbs up for Totango
Anonymous | TrustRadius Reviewer
Updated September 02, 2016

Thumbs up for Totango

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

We're integrated with SFDC but I know nothing about the process or steps required. I don't know if we're integrated into any other data sources/platforms.
Totango is mainly used by our Customer Success team; but, as an account manager I use it to understand the overall health of my accounts including usage of the TrackMaven app, latest communication from the CX team, etc.

From my lens, it helps the complimentary teams (AM/CX) ensure we know everything we need to when strategizing on an account. For CX, they live in Totango and record all campaigns, touchpoints, sentiment, etc. so without access to it, I'd be pretty lost as to how my customers are doing.
  • It monitors the usage of our application well - we can see who logs in and how frequently so we can make inferences as to how much value our customers are getting from our software
  • It records all communication effectively in a log format - you can even bcc emails to Totango and they're automatically logged
  • It stores and automates delivery of campaigns to our customers who are more "light touch" - we can see who opens the emails and if it moves the needle of app usage
  • I have to use Salesforce to do my job - SFDC/Tontango can communicate and exchange data, but for the most part I have to manually input data to one or the other when I wish there was more integration
  • When you record touchpoints you can't go back and edit them if you made a mistake/typo
  • Evidence from my perspective is limited since I've been using Totango for several months. The closest example of tangible ROI I've seen is using the data to help gauge how much effort and work I need to commit in order to renew (and in some cases save) accounts. There are have been a handful of cases in which poor engagement data allowed me and my CX counterparts to quickly address issues with customers - something that certainly impacts our customers' willingness to renew their subscriptions.
  • Customer Success Managers
  • Multiple Customer-facing Teams
We really only have one main product, so we customized Totango to monitor the health of our customers' based on their usage of our software. I'm not sure if we segmented our customer base though. We've set up Totango to notify us when usage falls below or rises above a couple different thresholds based on what we interpret as good, medium, and poor health for our product. When dealing with hundreds of accounts, it feeds us intel we need and wouldn't otherwise see unless we proactively researched specific accounts.
Not applicable to me.
When I want to touch base with an Executive at one of my accounts I always log on to Totango to get a sense of who is using TrackMaven, how frequently, and what communication CX has had with them recently. It helps round out my account knowledge so I'm going into meetings and conversations prepared. It's less appropriate from a strategic perspective - for instance, if I see end users active and healthy in their TrackMaven account that's a great sign, but I don't know if that necessarily means we're helping to solve something for executives who own budget. In all, Totango achieves what it's meant to and is a key ingredient for me to do my job.

Totango Feature Ratings

Product usage
7
Help desk / support tickets
Not Rated
Customer profiles
7
Automated workflow
9
Internal collaboration
9
Customer health scoring
8
Customer segmentation
Not Rated
Customer health trends
9
Engagement analytics
10
Revenue forecasting
6
Dashboards
7
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
6

Totango Implementation