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Totango Review: "Imperative for Customer Success and Many Other Teams"
https://www.trustradius.com/customer-successTotangoUnspecified895101
Jamie Wang profile photo
August 22, 2016

Totango Review: "Imperative for Customer Success and Many Other Teams"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

I didn't build the integration but our front-end developer did not express any major challenges with integration. It seemed to go pretty smoothly and the team was there to help. Exporting a few fields to and from salesforce could have been a bit smoother, but required us to send a daily export from SFDC to a dropbox folder to salesforce. Once set up it's always worked smoothly since.
Primarily customer success and support is making use of Totango. We are using the tool to track user engagement to see the various actions specific users are taking. This helps us better understand use cases and challenges a user my face. Beyond that, it gives a nice quick glance into seeing what is happening across a large group of customers to try and find clients falling into bad health and proactively reach out to them if they have stopped using the tool.

The benefits also extend to our product team to track the effectiveness of new feature releases.

Also, the sales team has not yet implemented it, but it will be helpful for them to track how various leads are using the software during their trials.

  • Support and Customer Success have been very helpful in teaching/coaching and responding quickly.
  • Tool has never gone down or let us down when we needed to access important data.
  • Interface and usability is super straightforward and easy to use.
  • They are consistently releasing new, relevant features.
  • if you connect through segment.io it requires you to go one plan higher on segment in order to use totango (but it's not a lot of money),
  • Sometimes the totango created 'engagement' score can be a bit tricky to understand rather than our own created health metrics and health scores we use totango for.
  • Saved a lot of time for CSMs and gave them solid insights into the health of certain accounts and if they are using the tool.
  • We have not tracked the specific dollar amount that we have earned from our investment in terms of dollars retained or upsold as a direct result of the Totango software.
  • Increase in win rate on disputes over payment with clients when we started using Totango.
Tracking multiple end users on an existing account is super important because having 1-2 power users and 10 others not using the tool can lead to account downgrades pretty quickly. By tracking various end users, we can selectively reach out to engage them but also show the bigger picture to our executive sponsors so they know who is or is not using the product.

Separately, since our different clients have different custom integrations, being able to create our own metrics for success and apply that tracking methodology to different clients is imperative and Totango makes that part easy.
We had web demos and multiple phone calls with several other companies that advertised customer success software. We also spoke with friends at other organizations that are in customer success to discuss their tools, processes, and experience with various venders. Overall, we found Totango to be very comprehensive and we felt very comfortable with the team, the support we could get, and realized the product could cover all the needs we had.
Totango can be very helpful for product and marketing and sales teams but I do think the most success is in customer success and support to identify risks and keep close tabs on how various users are using the system. Rather than just tracking accounts, it it cool to track multiple end users for B2B SaaS with multiple end users. Our billing team also used it for credit card disputes to prove clients used the tool if there were ever disputes.

Totango Feature Ratings

Product usage
9
Help desk / support tickets
10
Customer profiles
10
Automated workflow
7
Internal collaboration
4
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
10
Revenue forecasting
5
Dashboards
10
Role-based user permissions
10
API
Not Rated
Integration with Salesforce.com
8