Totango's impact on reaching customer success goals
Updated December 01, 2020
Totango's impact on reaching customer success goals
Score 8 out of 10
Overall Satisfaction with Totango
Totango is currently used by our customer success team, including onboarding. We are looking to solve lack of visibility on customer communications and looking to optimize customer outreach across the board. We also want to create a place that centralizes all customer communication, whether it be with Sales or Support, in one system.
Using the email extension to sync email communication to the Totango customer page, ability to add custom touchpoints based on different communication segments (video conference, internal note, email, etc), measuring last touch to ensure that customers that are needing extra outreach are receiving it accordingly. Pulling customer segment reports to accurately track upcoming renewals.
- Increase in outreach coverage for customers
- Reduce in churn
- Cross team visibility in customer communication
Totango has not directly impacted how we keep customer data secure. If anything, the data that we keep regarding contracts and agreements don't automatically sync from Salesforce, so we still rely on Salesforce as our source of truth for that kind of information. However, it has held the customer accountable based on the communication we log from previous communications through the timeline.
- Keeping all relevant communications from customer to identify opportunities for expansion to circle back on.
- Keep track of relevant communications on renewal and contract renewal date to ensure timely communications moving forward.
- Ensuring that last touch date is appropriate for the type of communication cadence preferred by customer.
- List of integrations connected listed via Totango's own integration to our Salesforce instance to ensure proper calculation of customer health.
Totango has an easier visual design, and we weren't looking for a tool with all of the bells and whistles that Gainsight had to offer. Gainsight does have a lot of power when it comes to setting up projects relating to the customer lifecycle, but for our team, we're just starting off with a customer success management tool and were looking for something to simply track customer health and keep an inventory of past communications.
Do you think Totango delivers good value for the price?
Are you happy with Totango's feature set?
Did Totango live up to sales and marketing promises?
Did implementation of Totango go as expected?
I wasn't involved with the implementation phase
Would you buy Totango again?
Support is just okay. I haven't used the feature that much, but there's no way to get into immediate contact with their support team unless you reach our to your respective CSM. Ticket response have been fairly quick, though. It would be great if there was an immediate chat channel with the support team.
End user available, I think it definitely does the job. As long as the admin sets up the right connections between external systems and Totango (i.e. to measure customer health) the reporting and customer pages are very easy to use. The timeline feature is especially my favorite but I wish there was a way to search for specific touchpoints in the section.
Totango would be suited for businesses growing at scale both in the SMB and Enterprise space. Companies focusing on customer outreach and customer experience as an initiative would find Totango useful. However, I do see that products that are more intricately built surrounding a customers' ecosystem and less on the relationship component might find Totango more complementary to their customer success team.
Totango Feature Ratings
30 - The only teams that use Totango are our onboarding team, customer sucess team, and the respective team leads and managers. Essentially any client facing role post-sales. It would be nice to also include other teams that work indirectly with clients, such as partnerships, but we haven't gotten to a place yet where it would make a lot of sense to have them onboarded.
3 - This would be our team leads and our managers. They are currently working on finding the most accurate way to measure customer health using usage data, and if we ever have any questions on functionality, they are reliable as a go-to (if support isn't able to help) Typically these escalations for support rarely happen for our team though.
- Task management
- Monitoring Customer Health
- Account Management (contracts, ARR, Renewal date, etc)
- Escalations to Management
- Internal communications
- Ad Hoc CRM (post sales)
- Opps Management
- 360 view of customer life cycle (including other teams beside success)
We like the tool enough to keep it in the long run. It does what we need it exactly to do, and I think there's still a lot for us to uncover in terms of its capabilities. There are a lot of functions we want to take the time to learn, but we've been strapped on resources so are just staying afloat.
Evaluating Totango and Competitors
- Product Usability
- Prior Experience with the Product
- Vendor Reputation
- Existing Relationship with the Vendor
Product usability was a huge one because our team didn't use a CS management tool before. I know a lot of these tools are very powerful, so we wanted to make sure there was one that wasn't super overwhelming for first time users. We needed something that was easy for CSMs to adopt into, and one of our managers also had prior experience with it, which helped.
Better understanding the syncing and integration features. We have been finding that overall it works the way we want it to, but sometimes the email syncing and usage syncing tend to be wonky. Support tells us its because of the way our integration is set up but we really haven't been able to figure out why.
- Online training
Our CSM did a great job of conducting the training so we understand, at the very least, the functionality that is directly relevant to us. This also allowed us to train our own new team mates when onboarding based on the training flow that was first presented to us. This was also conducted as a interactive sessions, as training are notoriously known to be dry.
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
Difficult to get immediate help
No - Our needs are basic with the tool, and we don't require any "special" support apart from basic troubleshooting. As we continue to grow, however, this is something that we may revisit, because we do want to get to a place where multiple teams are heavily relying on Totango as a source of truth.
Yes - Yes, although I do wish there was a live support chat feature available in Totango (which might be something we may have not signed up for) but once the issue was reported via the support portal, I was immediately notified of my request via email, along with when I should be expecting to hear back from the support team (which was fairly quick) They were responsive and asked the right questions and provided the necessary information for me to understand what the known issue was and what was being done to resolve/remediate.
Like to use
Easy to use
Quick to learn
Feel confident using
Requires technical support
Not well integrated
Lots to learn
- Task Management
- Integration Setup
- User Onboarding
- Customer Health Setup
- Global Permissioning
- Accessing live support
Yes - It works well for my needs. I don'y rely on the mobile experience day to day, but when I do reach for it when I'm away from my computer, it allows me to perform basic tasks i.e. touchpoints and task creation. I haven't really looked into any of the other functionalities, as I only needed it for the basics.
We haven't gotten to the point where we fully deployed Totango across multiple departments, but we have had some other teams who are client facing depend on Totango for customer touchpoints and customer health. I can definitely see it having potentially, but the fact that we haven't implemented across the board has to do with how siloed our departments are still.
I have yet to experience any downtime with Totango (knock on wood) so reliability has been really top tier since we were onboarded. Given that the support team has been really helpful so far, I can imagine should downtime every be the case, they'll be able to communicate proactively/effectively on the current state of the platform.
At times the integration sync can be really slow when it comes to touchpoints. I can't say the same for customer health syncing, but I do tend to notice the lag from email syncing, and in those cases, I will need to refresh the Totango page a couple of times or wait a couple of extra seconds/minutes for it to show up.
The integrations are certainly easy to set up. I would say the most difficult component is taking advantage of the depth of the integrations' capabilities. This is mostly due to us not being able to commit more time, but I think what the integration offers natively is more than enough for you to easily see the value in it.
- Internal Systems
The depth of our integration is minimal - we haven't been able to allot the resources to take advantage of how deep the integration can be built in order for us to get a better gauge of customer health, but we want to get to that place eventually.
Not to my knowledge - I haven't looked into this yet!
- File import/export
- Single Signon
- API (e.g. SOAP or REST)
Engage with your CSM as much as possible and really understand what defines your customer health. If you're looking for Totango to be your source of truth, it's crucial that you are pulling in the necessary data to paint the 'big picture' in terms of customer health and the customer journey. A lot of our information is still siloed but I do think that can be resolved by using integrations.