Using Totango to help your CSM team manage your customer base
Updated April 22, 2021

Using Totango to help your CSM team manage your customer base

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

A couple of main focuses for our team are the use of our software platform and retention. We have implemented a number of SuccessBlocs into our workflow using Totango that help us automatically reach out to customers that fall behind on certain usage factors which we have seen provide an increase of usage among these customers by more than 30%. We are able to send tips and tricks to users which have also proven to increase satisfaction among users. In terms of retention, the Totango tools enable us to proactively connect with customers which are allowing us to have a record year in retention.

Pros

  • Track touchpoints
  • SuccessBlocs
  • Segments for gathering data
  • Reports and data on customer health

Cons

  • We have seen a couple of updates made recently that added more steps to tasks.
  • There are lots of tools and we probably don't use to its full extent.
  • Layout is functional but could be more streamlined.
  • We have seen an increase in usage from some of the automation.
  • Our retention is up over the previous year due to tracking and automated tasks.
  • Better analytics on customer usage allows us to focus on specific follow up to users.
I have primarily used Salesforce in other rolls. Salesforce requires a lot of development work to customize and integrate but Totango can run with some minimal customization.

Do you think Totango delivers good value for the price?

Yes

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

If you have a team that might be dealing with high account loads where having automated activities and touchpoints to customers would be a benefit, I would recommend Totango. We have offices all over the world and there are also things we do in the US that are custom to how we need it so having that level of customization is also important. We also have integrated some of our other tools so activities from other teams also feed into our dashboards and give us full visibility into the account.

Totango Feature Ratings

8.0
Product usage
8
Help desk / support tickets
Not Rated
8.2
Customer profiles
7
Automated workflow
9
Internal collaboration
8
Customer health scoring
8
Customer segmentation
9
7.8
Customer health trends
7
Engagement analytics
8
Revenue forecasting
8
Dashboards
8
Not Rated
Role-based user permissions
Not Rated
7.0
API
7
Integration with Salesforce.com
Not Rated

Comments

  • Lorena Fikes | TrustRadius Reviewer
    Lorena Fikes
    (Vendor Representative) commented 4 years ago
    Thanks for the awesome review! We are excited that you are getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena

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