Does The Job But Does Not Come Recommended
November 20, 2020

Does The Job But Does Not Come Recommended

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango is used at my company by the customer success team. The goal of its use is to both track and manage contacts, as well as gauge customer health. Mass communications are also managed through the tool.

Pros

  • Displays information around renewal date and contract type reasonably well
  • The ability to create segments is very helpful at times
  • Being able to see module utilization by user is helpful

Cons

  • The platform feels clunky and slow most of the time
  • Very poor touchpoint management. The timeline is messy and tasks/touchpoints don't display well together
  • Frequent issues with bugs that require tickets to address and fix
  • Tracking where contract limits have been exceeded is successful at times
  • Overall I feel like the tool slows my workflow down

Do you think Totango delivers good value for the price?

No

Are you happy with Totango's feature set?

No

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?

No

I do not deal with Totango support tickets. Those are handled by an Ops department. They seem semi responsive though. Not always.
Slow, clunky, less than useful in how most metrics are displayed, and overall poor user experience.
It gets the job done in terms of a 'lite' customer tracker and engagement tracker. Otherwise, I would much prefer my company to switch to a different customer success platform.

Totango Feature Ratings

Product usage
6
Help desk / support tickets
Not Rated
NPS surveys
7
Customer profiles
6
Automated workflow
5
Internal collaboration
3
Customer health scoring
1
Customer segmentation
8
Customer health trends
2
Engagement analytics
5
Revenue forecasting
2
Dashboards
3
Not Rated
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated

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