Totango helped scale our business and stay proactive on accounts
November 20, 2020

Totango helped scale our business and stay proactive on accounts

Sarah Ager | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango has been a major part of our CS team's success because we are able to create automated success flows, tasks, reports and stay proactive on our account load. Being able to filter by Renewal date, EBR outreach, Upsells, Cancellations and customer health have made it easy to prioritize what to work on first and better plan out the week. Totango's Tech Support has been very helpful in troubleshooting any issues our team comes across and this CRM tool is what I use every day. It's a bit of a learning curve at first getting ramped up but the usability is easy and the ROI is obvious.

Pros

  • Creating your own automated success flows or manual tasks individually
  • Able to prioritize tasks by customer health
  • Easy to use and great way to sort by upsells, cancellations, renewals, etc.

Cons

  • When you complete a task it now makes you enter a Title and Body in order to complete which isn't necessary.
  • When filtering in the Agenda tab it would be nice to customize the date range by all overdue to today.
  • Success blocs can be a bit confusing to navigate.
  • We've seen an increase in customer usage because we're able to prioritize tasks and complete outreaches quicker than our manual process.
  • With customers in poor health we're able to stay ahead of that and be proactive on outreaches/support the adoption process.
None. We've used an in-house CRM that did work well but when our company grew fast we needed software like Totango to keep up with the growth.

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

Very fast at getting back to tickets.
I think the Success Blocs can sometimes be confusing and hard to find. I would also like the search function to be less picky. For example when searching for a company name, if it could provide suggestions even if the punctuation or spelling is off, this would save time similar to how Google search provides recommendations. The completed tasks need text in the body section and our team sometimes is fine with just a Title in the task completed.
I would recommend Totango especially for teams who have an inhouse CRM. This is a much better alternative and a huge time saver.

Totango Feature Ratings

8.5
Product usage
7
Help desk / support tickets
10
8.7
NPS surveys
10
Customer profiles
5
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
7
8.3
Customer health trends
7
Engagement analytics
6
Revenue forecasting
10
Dashboards
10
10.0
Role-based user permissions
10
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated

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