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User Review: "It Actually Only Takes One: Totango"
https://www.trustradius.com/customer-successTotangoUnspecified895101
Stephen Wilson profile photo
May 12, 2017

User Review: "It Actually Only Takes One: Totango"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

Our Customer Success and Renewal Sales organization uses Totango to provide insight into client utilization, client health, contract status, and client "TouchPoints" and interactions with the CSMs and Sales team. Allows us to create playbooks (Sets of actions) for our CSMs for certain conditions like a new contact is in play, or client has a support incident logged. It helps address the need for more granular real time insight into client health so we don't have to rely on lagging indicators like NPS or CSAT Survey scores. It is critical we get out in front of any potential client issues as well as understand how our CSMs are interacting with their portfolio of clients.
  • Totango really allows flexibility in dashboarding a client contract. You can pull in all the relevant metrics into one spot to help make efficient use of CSM and management time.
  • Integrates well with Salesforce contract records. This is nuanced, but other vendors interact at the "opportunity" level in SFDC. For Services execution, it needs to be focused on the contract. This allows a lot of flexibility in designing the flow.
  • Reporting is pretty easy to set up. You can slice and dice the segments and create reports based on these segments.
  • There are a wide range of "TouchPoint" options in Totango, so you can log Kick Offs, QBRs, Renewals, Escalations, Nurture... TouchPoints. Super easy for CSMs to add and Management to report on.
  • While the TouchPoints are flexible, they display on the date entered in. This assumes that all TouchPoints are put in when they are being done. Would like to see them allow the ability to backdate TouchPoints.
  • Report setup is a bit quirky. Not bad, but you have to wrap your head around how they do it.
  • Would like to see more chart options, but this is me being geeky.
  • Helped us reduce churn by extending our view.
  • Less stress on our CSMs as they can manage everything in one place that is NOT their email inbox.
  • Better Management to Executive level reporting.
Initially [we were] with Gainsight, but their modifications to the UI and inability to work at Contract level in Salesforce really killed it for us. We used Gainsight 3 years prior to switching to Totango. Both were limited rollout to the Elite CSM team followed by broader rollout to other teams once testing was successful.
Great for CSM and Client Services teams. Can help increase collaboration with Sales side. Really helps frame out how CSMs should be spending time and definitely helps with what clients to focus on. Has allowed us to stop focusing last minute on renewals and get a longer view to catch potential churn.

Not really a "Support" software or [meant to] take the place of something like Zendesk.

Totango Feature Ratings

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