It takes two to Totango
November 20, 2020

It takes two to Totango

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

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.
  • Campaign management
  • Account segmentation
  • Health profiling
  • 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
Totango has made our CS campaigns and outreach smarter. We have better capabilities of spotting risk accounts that are characterized by low usage, narrow adaptation and targeting them in the right times.
  • Better retention
  • More reliable forecasting
  • Scaling communication via campaigns

Do you think Totango delivers good value for the price?

Not sure

Are you happy with Totango's feature set?


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?


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

Product usage
Help desk / support tickets
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Revenue forecasting
Role-based user permissions
Integration with
Integration with Marketo
Not Rated