Totango'ing with Services and SaaS Customers
November 23, 2020

Totango'ing with Services and SaaS Customers

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

Overall Satisfaction with Totango

We are using Totango just as a customer success team. We plan to implement the use with more of our team in our next fiscal year. We are using Totango to target a proactive communication approach and segment our customers based on needs.
  • Logging touch-points is a great way to keep communication organized versus email systems.
  • Totango helps with providing a uniform experience during on-boarding for all of our customers.
  • It is great that we can customize Totango to our usage and needs with a service delivery model.
  • The UE is not particularly intuitive or user friendly. We have to really dig at times to find what we need.
  • It would be great to have task lists that you could apply without having to create a successplay. We have task lists we [use] within each successplay, but there is not a way to choose to add a list of not.
  • It would be more beneficial for us to be able to log touchpoints at the account level and have them flow down to each opportunity. When our CSMs have touchpoints with the customers, the touchpoints apply to all of the opportunities and not just one specific oppty. Currently, CSMs have to copy each touchpoint into all of the opportunities for the health to change.
Totango has allowed our team to be more efficient with campaigns and low touch customers. It has also helped organized our team so that each customer is getting the same strong and supportive experience.
  • Improved proactive communication for decreasing churn.
  • ROI should increase with more positive on-boarding experiences.
  • Uniform customer experience with the ability to track KPI's more effectively.
Our VP chose Totango based on our needs at the current time and the next 3-5 years. She based her decision on the ability to be more customizable than other platforms. I [was] not directly involved in the process [of] reviewing and choosing a platform.

Do you think Totango delivers good value for the price?


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?


Would you buy Totango again?


Our on-boarding contact person has been great. The support after on-boarding was over has been timely as well. The help articles are difficult to search and not as useful as they should be.
Totango is a good product and is very usable. It did take our team some time to work through the UE and workflow process as we customized Totango to our needs. Looking for help articles is time-consuming if we do encounter questions or issues. Once in the system and you have basic workflow knowledge, Totango is easy to utilize.
Totango is a great option for SaaS teams and scenarios. Our company is services-based and evolving into services and software. Totango will be great as our software is sold and supported. The services portion is more of a challenge as we have to think out-of-the-box on how to alter some of the Totango features to fit the needs of our customers.

Totango Feature Ratings

Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Revenue forecasting
Role-based user permissions
Integration with