Totango helps understand your customers
Anonymous | TrustRadius Reviewer
August 01, 2016

Totango helps understand your customers

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

We currently do not integrate with any 3rd party systems. We hope to sync to SalesForce at some point in the near future.
My company has a unique use case for Totango. Instead of going the alternate expensive BI route, we decided that Totango provided enough insight into how our users are using our platform as well as how often. We are currently using Totango throughout our entire Customer Success department but information gets shared to Sales, Marketing, Product as well as to the VP and CXO levels. Totango has helped us understand our user and account adoption. We understand where our customers stand, what activities they're using our product for, etc. Totango has been key in making us a customer-centric company.
  • Totango makes it easy to understand how users/companies are using your product.
  • Totango always provides support whenever you need it. Val and Joseph are awesome to work with. Heck, I've even hung out with them during the Customer Success Summit.
  • They always find a way to meet your needs. They found workarounds for us to get the data we need.
  • Reporting on more data points not just limited to accounts.
  • Being able to drill down to specific dates not just "the last 1, 3, 7, 30 days"
  • An easier way to add activities into a segment. We have almost a hundred activities so adding a hundred columns is quite a timely process.
  • It has helped our executives strategize on how to increase our users adoption
  • It helps us understand where our customers stand relative to other customers
  • We need user reporting to see the full picture
  • Customer Success Managers
It helps us understand whether certain CSMs are doing a better job of onboarding vs others and gets them the help they need from the rest of the business.
I wasn't part of that decision; however, my understanding is their support and their ability to find a workaround that works for you are superb.
As a BI substitute to understand how your users are using your product, Totango works fairly well. Totango excels in helping your CSMs and Customer-facing employees have insightful conversations with their customers.

Totango Feature Ratings

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