Totango is great! | TrustRadius

Use Cases and Deployment Scope

Totango is being used in conjunction with our CRM to help our Customer Success Managers focus their time on the most important clients. It is being used only by our Customer Success Department. Our CRM is fantastic but it was really difficult to figure out who we should focus our time on. Totango helps us by letting us know which customers are struggling or not using certain features.

Pros and Cons

It automates some of the time consuming aspects of my job
It can bring in lots of data points
It is easy to log touch points.

It can be a bit clunky to use
It is very time consuming to begin using

Return on Investment

We have seen red alert customers quickly to reduce churn
We have been able to do certain things a lot quicker

Alternatives Considered

ChurnZero

ChurnZero was too expensive. We chose Totango because it had everything we needed and cost less.

Key Insights

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?

Yes

Would you buy Totango again?

Yes

Support Rating

9

Their people have been great.

Usability

8

It can be just a bit time-consuming to find and go to specific people.

Likelihood to Recommend

It's great if your CRM is not bringing in the data you need. It is not great if it is just another system you're adding to your arsenal.