It takes 2 Totango!
November 21, 2020

It takes 2 Totango!

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

Overall Satisfaction with Totango

We are leveraging Totango across our customer-facing teams for process tracking purposes, health measurement, automated internal notifications, and automated client communications. It helps to consolidate all efforts and log all activity in one, centralized system. It also alleviates the need to conduct manual outreach and reduces the amount of human error involved in these follow ups.

Pros

  • Customizable features - the customizable success plays and milestones make the product adaptable to fit any type of organization or process.
  • Automated Reminders - keeps team members organized and aware through internal notification system.
  • Reporting - allows users to generate a large variety of reports to meet specific needs.

Cons

  • User Interface - Icons can be a bit confusing.
  • Touchpoint logging - should be able to log meeting participant names rather than email addresses or approved contacts.
  • Speed - reports and dashboards take a bit to load.
  • Increase lifetime value of existing customers by identifying health risks.
  • Reduce need for large team headcount through reduction of manual tasks.
  • Better customer engagement through automated outreach.

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

The product could use some tightening up, especially in the UX/UI, but otherwise, it does what you need it to do.
A bit complex to get buy in and adoption from the team, but once trained up, Totango is generally user friendly.
Totango is better suited for more complex organizations with detailed and manual processes. The automation functions allow for greater reach with lower effort. It is less appropriate for teams that require a personal touch in every step of the process.

Totango Feature Ratings

5.0
Product usage
5
Help desk / support tickets
Not Rated
7.0
NPS surveys
7
Customer profiles
4
Automated workflow
8
Internal collaboration
8
Customer health scoring
7
Customer segmentation
8
6.8
Customer health trends
7
Engagement analytics
6
Revenue forecasting
6
Dashboards
8
8.0
Role-based user permissions
8
8.0
API
8
Integration with Salesforce.com
8
Integration with Marketo
Not Rated

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