Item: Totango
Rating: 8
Author: William Scupham

Overall Satisfaction with Totango

Use Cases and Deployment Scope

We're using Totango as our main customer success tool on the Success team itself. Unfortunately, while we'd love to have the entire org use it, we haven't gotten the buy-in for it (and that would be totally out of budget considering its price point).We use it for insights on current customers, track our relationships and touchpoints there, and build automated reporting/campaigns to better serve our clients. That said, getting Totango to work with our various systems has always been a chore, so it requires many other teams to work on data/integrations to get it to work.

Pros and Cons

Pros

Client profiles.
Campaigns.
Touchpoint tracking.
Segments.

Cons

Sometimes segment options/tools are really opaque. There have been times where a certain data point or filter should work, but isn't and no one can tell us why.
I have no idea how Toatngo's default data values are calculated or why they're calculated the way they are.
SuccessBlocs are hard to understand.
We constantly get bad/junk accounts automatically imported into our system via our Salesforce integration. This is another one of those things that were hard to troubleshoot (both for us and Totango), but really slows down our ability to use the tool.

Return on Investment

Increased customer visibilty - this is a huge win!
Totango has forced us to reevaluate how we work with client after the inital point of sale.
Increased visibility on account interactions between teams. This lets us works more collaboratively

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?

Would you buy Totango again?

Yes

Other Software Used

Atlassian JIRA Align (formerly AgileCraft), Atlassian Confluence, Salesforce.com

Likelihood to Recommend

It's well suited if you have a manageable number of accounts and relatively concise data. We've run into the problem where we almost have too much data and too many accounts assigned to one person, which can be paralyzing. This is definitely an "us" problem, but it also speaks to just how wildly customizable Totango can be. I just think we might have customized our Totango a bit too much!

Totango isn't necessarily appropriate if the entire team isn't on board and being consistent. It needs to be wildly adopted and used similarly across all users.

Totango Feature Ratings

Comments

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First-time success org's experience with Totango