Item: Totango
Rating: 8
Author: Ryan Radel, MBA

Overall Satisfaction with Totango

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

Customizable/Scalable as the book of business grows
Responsive customer support
Timely management of customer outreach

Cons

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

Return on Investment

It has allowed us to optimize our account distribution, getting more out of each CSA

Alternatives Considered

Totango is the first piece of software I have used in this industry.

Key Insights

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

Other Software Used

Salesforce Lightning Platform (formerly Salesforce App Cloud), Microsoft Teams

Likelihood to Recommend

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

Comments

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Totango Helps Tame my Outreach Timelines