Item: Totango
Rating: 7
Author: Verified User

Overall Satisfaction with Totango

Use Cases and Deployment Scope

Totango is used by our CS department for managing client portfolios for optimizing onboarding experience, strategic nurturing, CS campaigns, task management and churn forecasting. The biggest business pain it solves is enabling to touch the right customers at right times and scale communication when suitable.

Pros and Cons

Pros

Campaign management
Account segmentation
Health profiling

Cons

Integration to salesforce lacking greatly for instance no integration of tasks, account notes, touchpoints, documents etc...
Requires a lot of internal training and support resources
Expensive and heavy to implement

Return on Investment

Better retention
More reliable forecasting
Scaling communication via campaigns

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

Support Rating

I have been in contact with support a few times directly around some general issues. I feel the interactions have been ok.

Usability

Overall good. Some issues with UI. Not always intuitive. Also struggle using without my glasses because of some small text and not so great color contrasts.

Likelihood to Recommend

Suitable for large CS departments that have good resources for supporting and implementing it. I’d say it is optimal for managing a mixed portfolio of customers using complex software.

Totango Feature Ratings

Comments

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