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User Review: "Totango is pushing to be better"
https://www.trustradius.com/customer-successTotangoUnspecified8.295101
Cyrille Saulnier profile photo
May 22, 2017

User Review: "Totango is pushing to be better"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

Totango is currently used to manage our client usage. It is used by CSMs, AMs, product managers, and marketing. We have several workflows implemented and have started to send campaigns.

It allows us to be more pro-active and anticipate potential issues with our clients. The business is really getting value from Totango and more and more people are using it beyond the CS team.
  • Track client usage
  • Define workflows
  • Integrate with SalaesForce
  • Integrate with Zendesk
  • Triggering campaigns
  • Not all features are properly integrated - like success plays and segments. We are using Totango to generate all the on boarding tasks but are managing them on SalesForce as Totango was somehow limited
  • Campaigns are fairly basic - difficult to monitor who has received one. Not integrated properly with SalesForce or Hubspot
  • Segments and Reports can have limitations
  • Data and activities limitation
  • Easy to extract information about our clients
  • Easy to start being more pro-active
  • Support the one-to-many strategy
  • Still needs a lot of work on project management
  • Some parts of the software need to work better together
Totango was selected before I joined the business as it was cheaper and more flexible. The fact that it is working independently from SalesForce is a major benefit as our SalesForce instance is not 100% reliable.
  • Great to manage our onboarding workflow, even if we have to manage it from SalesForce.
  • Great to generate alerts and triggers
  • Great to give a clear view of each rep's portfolio
  • Campaigns are good but need to be improved
  • Data can sometimes be a bit messy and not consistent from one feature to another
  • Like any system, getting it adopted by the team has been difficult

Totango Feature Ratings

Product usage
9
Help desk / support tickets
7
Customer profiles
9
Automated workflow
7
Internal collaboration
5
Customer health scoring
9
Customer segmentation
9
Customer health trends
7
Engagement analytics
8
Revenue forecasting
5
Dashboards
6
Role-based user permissions
5
API
5
Integration with Salesforce.com
9

Using Totango

Users and Roles

50 - Customer Success
Account Management
Product Managers
Product Marketing
Marketing
R&D

Support Headcount Required

2 - Attention to details
Patience
Good understanding of internal systems and SalesForce