Totango Helps Tame my Outreach Timelines
March 11, 2020

Totango Helps Tame my Outreach Timelines

Ryan Radel, MBA | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

Totango is used by our Customer Success team to ensure we are proactively outreaching to our accounts. There are certain tasks that generate to ensure we are in constant contact. It has been easy to customize to suit the needs of our department and industry.
  • Customizable/Scalable as the book of business grows
  • Responsive customer support
  • Timely management of customer outreach
  • Unannounced forced changes to UI (was able to revert)
  • Some improvements seem to just create more clicks
  • If you do too much at once, the UI can take a second to catch up while it saves changes on the back end
Totango has been huge in streamlining the growth of our Customer Success department. The user friendliness has been important for our organization as it helps our new colleagues hit the ground running. We are a software company, so new colleagues are already learning our software. Totango is pretty straight forward thankfully, so it wasn't like our new colleagues were overwhelmed.
  • It has allowed us to optimize our account distribution, getting more out of each CSA
We routinely hit our departmental KPIs, most of which are related to account health and proactive outreach.
Totango is the first piece of software I have used in this industry.

Do you think Totango delivers good value for the price?

Not sure

Are you happy with Totango's feature set?

Yes

Did Totango live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Totango go as expected?

I wasn't involved with the implementation phase

Would you buy Totango again?

Yes

Salesforce Lightning Platform (formerly Salesforce App Cloud), Microsoft Teams
Totango is great for managing specific timelines for planned outreach as you can set future tasks and include instructions for those tasks. It can be a bit overwhelming if you have a large amount of outreach.

Totango Feature Ratings

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