Item: Totango
Rating: 9
Author: Charlie Barnett

Use Cases and Deployment Scope

We're currently using Totango to track customer health, customer usage of our product, and identify upsell opportunities. Currently mainly being used by our Customer Success team, I'm the only sales user at our company currently. So far it's been extremely helpful with my managing of our renewals and to identify customers that might be approaching a poor health score.

Pros and Cons

Excellent at managing and tracking customer health
Very useful for identifying upsell opportunities based on customer usage
Helpful for grouping accounts based on tier to strategize different outreach ideas.

A more structured training outline on the help center would be nice for acclimating new users.

Return on Investment

We haven't been using Totango long enough at this point for me to be able to point out any clear ROI, but the benefits are showing themselves already.
Customer retention is definitely going to be easier since I'll be able to identify which accounts are most likely to churn.
Upsell opportunities are also making themselves clear based on customer usage.

Alternatives Considered

I haven't used anything like Totango before, this is my first role in a CS related position. I've used SalesForce pretty extensively so I enjoy that it has a modern, user friendly format. The help center has a lot of nice articles that make it easy for new users to solve issues or train themselves on best use case for certain features.

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 haven't had any reason to reach out to support at this time, so I can't really say. The pop-up for support seems like a good way to reach support, I generally prefer to email questions and wait for an in depth response rather than searching FAQ's or an auto-generated support response.

Usability

I think it's self explanatory, the design is clean and modern. There are tons of resources to figure out issues on your own, or you can reach out to support if you have a more difficult problem. I like the different dashboard options and the flyouts for navigating between different parts of the product.

Likelihood to Recommend

Totango is great for any SaaS company that's looking for a CRM designed around the needs of customer success. I think it has some good sales applications as well, but it is pretty clearly designed around a CS utilization. I don't really feel like I'm in a position to state where it's less appropriate to use, as I'm sure it has a lot of functionality outside of what I've explored so far.

Excellent Customer Success tool, Totango makes me want to go tango!

Overall Satisfaction with Totango