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Totango is helpful, but has a few flaws
Updated August 18, 2021

Totango is helpful, but has a few flaws

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Our Customer Success team uses Totango to manage customer metrics and touchpoints. We have connected Totango to our PBI and Salesforce data to help our team keep track of our clients and their progress.
  • Keeping track of touchpoints
  • Building processes and workflows
  • I do not find it easy to use Totango to keep track of metrics or contracts
  • The organization of Totango is difficult to comprehend and keep straight
  • Not very intuitive or easy to use at a glance
  • We didn't have a single place to track these metrics in one place before so this has been an improvement in that sense
We were using Salesforce for most of this work before. It wasn't great for CSM activities as it is focused on Sales activities.

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

I haven't directly worked with our support team from Totango, but I have heard that they are great with us and very helpful/accomodating.
Totango takes a bit of time to wrap your head around. Some of the naming conventions and organization is a bit tough to remember and not always intuitive.
I think Totango has the potential to be very helpful, but it needs to be simplified and reorganized. It is too difficult for me to use Totango to keep track of my client's performance at a glance, which it what I would really like to use it for.

Totango Feature Ratings

5.0
Product usage
5
Help desk / support tickets
Not Rated
7.0
NPS surveys
Not Rated
Customer profiles
Not Rated
Automated workflow
6
Internal collaboration
8
Customer health scoring
8
Customer segmentation
6
5.7
Customer health trends
7
Engagement analytics
6
Revenue forecasting
Not Rated
Dashboards
4
Not Rated
Role-based user permissions
Not Rated
7.0
API
Not Rated
Integration with Salesforce.com
7
Integration with Marketo
Not Rated

Using Totango

ProsCons
None
Do not like to use
Unnecessarily complex
Requires technical support
Not well integrated
Slow to learn
Cumbersome
  • Building segments is not too difficult
  • To me, the difficult part about Totango is trying to use it to track activity. This is the main purpose we use Totango for at my company and I don't think it is the best solution for this.
Yes, but I don't use it