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