Item: Totango
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Totango is primarily being used by the Customer Success and Relationship Management teams. There are a few people outside of those team in higher-level management that use Totango more for reporting/creating segments. In my case on the success team, we were using it to keep track of our clients. We wanted to use it to track what features of Buildout they are utilizing, who is logging in, and so on. We were experimenting quite a bit building healthy profiles for our clients, but it's still a work in progress.

Pros and Cons

Tasks
UI
How feature requests are presented and then voted on by other users
Email campaigns are easy to send out

Creating segments per teams/users is nice but then you have to create a whole new segment when sending out email campaigns. It's double the work.
Creating reports is nice for like 3 things, but if you want to create reports, in general, it's just not going to show our team what we're looking for. These could use some work for sure.
The help center was never that helpful for questions I had about segments and such. That being said, maybe our use case was different.

Return on Investment

I wouldn't say that Totango really led to better customer retention. When clients wanted to cancel, it was something that could not be predicted in Totango. It could have been a decline in business so they wanted to cancel, or a feature wasn't working the way they wanted, or maybe a support experience. The Zendesk integration could most definitely be improved for this reason.
I was fairly new to my team so my role did not deal too much with how Totango was implemented for our team.
It was really hard to build health profiles for clients for our organization specifically and therefore plan out the actual success of our team. It led to some not so fun 'reorganization' but there were many other factors outside of Totango.

Alternatives Considered

I have not used other programs like Totango before.

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

Zendesk, Jira Service Desk, Atlassian Confluence

Likelihood to Recommend

Totango was helpful in my daily work as I would have tasks to accomplish and then I would knock them out one by one. It was a lot of work upfront to get to this point, however. I'm not sure what would need to happen to make the task generation easier when you're getting started with the work, but that was a big hurdle for me. We rolled out a new product at our company and it caused SO MANY issues in Totango. This is partly because we have a Salesforce integration to handle on our end, however, the way that the accounts and products worked was very hard to navigate and it would have been super helpful to have more insight into how building on products and such when we implemented Totango in the first place so we could have planned for this better.

It takes a solid Salesforce Developer to Totango

Overall Satisfaction with Totango