Item: Totango
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use ToTango to automate our customer-facing Playbooks and measure customer adoption. Key Users are CSM, TAMs, and Engineers - Task management status is shared with Salesforce for our Account Executives. With Totonago we are able to streamline conversation, standardize best practice and track task completion. It has led to high renewal rates.

Pros and Cons

Clean Integration with CRM tools that sales uses. The bi-directional sync allows for clear communication without requiring all stake holders to login to TT.
Flexible account scoring for health measurement. Allows you to score your customers using your methodology and data sources.
Ease of ingestion / integration.

CSP Development - The task view is nice, but a Gantt view or timeline view would help.
Sub-Account Management - While the hierarchies are in place it makes seeing scoring impacts hard.
Playbooks - create new tasks when the previous is completed, not a bulk dump of tasks.
Role-based access for account information - control what data teams can see.

Return on Investment

Higher Renewal Rate (focus on at risk customers)
Better task management
Management visibility into CSM engagement

Alternatives Considered

Gainsight

I liked Gainsight's directly-in-Salesforce architecture better, but it's cost structure and heavy maintenance made it more difficult. Totango is definitely on the right track but lagging 1-2 years behind Gainsight in key functionality.

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?

Yes

Did implementation of Totango go as expected?

Yes

Would you buy Totango again?

Yes

Support Rating

The support team is GREAT, but when things go to engineering it feels like a black hole that takes a long time to get a response from.

Usability

Great for the basic user, but hard to figure out how to do more advance topics. The help guides are helpful and do cover most features.

Likelihood to Recommend

Totango is well suited for an organization that knows how they want to measure customer engagement and customer health. If you don't go in with a strategy of where you will get the data, what the data means and how that impacts renewals you won't be able to get value out of Totango.

Totango is a great tool for CSMs

Overall Satisfaction with Totango