Item: Totango
Rating: 4
Author: Verified User

Use Cases and Deployment Scope

We use Totango across the whole organization. My department uses it to create, send, and track targeted campaigns throughout our customers' lifecycle, including on-boarding, adoption, and renewal. Our Customer Success Managers use it to manage tasks for their patch, as well as gleam important information about the health of our customers to try to mitigate churn and address other risk factors.

Pros and Cons

Segmentation.
Email campaigns.
Task management.

Campaign filters.
Campaign testing.
Campaign timing.

Alternatives Considered

Gainsight

Can't speak to this

Key Insights

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?

Support Rating

Help Desk resources are severely lacking. Support is usually quick to respond, but often has to bump up tickets to tier two which can be a much longer process. Often doesn't have a fix for up to a week or more. Bugs are common.

Usability

I am someone that usually can pick up on a new program/software quickly, but Totango (with our Salesforce integration) is not intuitive and it is hard to take the initiative to learn more when there are little to no resources available.

Likelihood to Recommend

If you're using Totango out-of-the-box without adding the Salesforce integration and other customization, take this review with grain of salt. I can't speak for it in that case. However, in my experience, Totango is not user friendly, is hard to manage, and bugs seem to be very common. I have a very specific need for campaign management and have a lot of trouble finding the information I need to be successful.

Totango? Don't save the last dance for me.

Overall Satisfaction with Totango