Totango - Amazing Tool for SaaS Success Strategy!
Updated August 10, 2021

Totango - Amazing Tool for SaaS Success Strategy!

Alex Sandrea | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

At Instapage we use Totango four our Enterprise Book of Business. It is being used by the Customer Success department, and other departments too such as part of the Sales Team, and billing team. The Totango framework helps us with our success strategy, it is the go-to place for the daily activities of all Customer Success Managers in the company. It helps to keep track of everything Enterprise related, it is exactly what it needs to be: A strong customer success tool.
  • Totango is easy to integrate with our systems. Their API is fantastic.
  • The fact that Totango allows a clear customer segmentation is really helpful in our case.
  • The Totango Health System helps with the departmental goal tracking and OKR's.
  • The SuccessPlay feature is amazing, helping with the customer journey optimisation.
  • Totango understands the needs of the Success Industry, and applies that in the technology.
  • Some things could be a bit more customisable when it comes to specific sections of the interface.
  • They could improve a bit more on the bug side. The application has bugs sometimes and it's frustrating to have to contact support often. On the other hand their support is great.
  • Specific dashboards should be a bit user friendly and easier to find in some cases.
  • It allowed/allows us to track our progress with churn and focus on what matters most when it comes to prevention - reducing churn and increasing retention.
  • Helped with increasing the customer LTV by being able to consistently track their metrics and progress throughout the customer journey.
  • The health score system allows us to keep a high standard when it comes to customer lifecycle.
  • Totango is complimenting our Customer Success Strategy, and it's the foundation of our work as a Customer Success Team.
ChurnZero - I've taken a look at this solution but didn't get to form a definitive opinion about it yet. Right now it looks like their Integration system is a bit more limited than Totango's.

Custify - It's a good tool but unlike Totango it feels a bit more sales focused. Also it doesn't feel as user friendly as Totango when it comes to the interface, and also not as organised.

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?


Did implementation of Totango go as expected?

I wasn't involved with the implementation phase

Would you buy Totango again?


I would declare myself totally happy with Totango's Support. Every experience with their Support Team was excellent. I got a quick response all the time and someone was always willing to hop on a call with me to address the issue or bug I was facing. Also, whenever a fix or solution couldn't be deployed immediately I was constantly updated by the team.
Overall Totango is a great tool that serves our needs. I use it daily and couldn't do my job as well without it. It is pretty intuitive and their updates always bring something new and better which I can make good use of. It does a great job and more in covering the Success Segment.

Some companies have to migrate their entire CS database because their software stack doesn't go well with scaling, it's not the case with Totango. We were lucky enough to have this tool from the get-go.

For sure Totango would be my first option if I were to recommend it to a colleague or another company. It is intuitive, easy to understand and implement, they have great support and has a great API. It is a very established solution on the market, addressing a very important segment.

Totango Feature Ratings

Product usage
Help desk / support tickets
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Revenue forecasting
Role-based user permissions
Integration with
Integration with Marketo

Using Totango

30 - We use Totango across our Customer Success Team, and more. We have all the members of the CS team using it: CS Directors, CS Leads, CS Operations Managers, Customer Success Managers.
We also have colleagues from the Sales Team using Totango for customer insight: Account Managers.
Colleagues from our Professional Services team also update customer information on a regular basis.
3 - Highly skilled operations managers. They are technical people used with more complicated tasks. They handle the Totango day-to-day ops and set everything up for the Customer Success Team. (Inviting new team members, creating segments, exporting reports, setting up Totango for the entire department)
Also, we have developers handling the integrations and API settings, connecting the app with our systems, and making sure is running the way it should.
  • Being able to segment customers by type.
  • Being able to define customer health based on their lifecycle.
  • Having all customer information in one place.
  • We were able to create custom health definitions based on the customer type.
  • Totango can become the #1 tool for all customer communication.
I personally believe Totango is the right Customer Success Tool for me, my team, and my organization. I couldn't find limitations until now, it's capabilities are on point and it's very scalable. of course, transitioning to another tool would mean a lot of hours and training, and would expose risks.

Evaluating Totango and Competitors

  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
Scalability is key here. Some companies have to migrate their entire CS database because their software stack doesn't go well with scaling, it's not the case with Totango. We were lucky enough to have this tool from the get-go, it was our first CS tool and it allowed us to start with a blank canvas.
Since there are different factors now, I would be mindful of the scalability, which was proven not to be a problem with Totango, as mentioned earlier.

Totango Implementation

Not a lot of insight here, it all went well.
Change management was minimal - The change management had little impact because we started using Totango at a very early stage.
  • We had some bugs but they were resolved by Totango's team.

Totango Training

I feel like it was amazingly easy to learn without training. Totango has a lot of resources so reading them before using the app and deploying a strategy helps. I would totally recommend implementing Totango without training but it really depends of the Industry the company pertains to. In some cases training might be needed.

Totango Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
I'm not exactly sure of the lever of support we have but the Totango team was always nice, helpful and eager to help.
Yes - Yes, I did submit a request which proved to be a bug affecting my account. The communication was fast, and the team has identified the fact that it was a bug in a timely manner. Trought the resolution of the bug I was updated constantly and was provided with detailed information on what's happening.
I had a request that could have been resolved by searching through Totango's help center articles. Their representative was kind enough to help me achieve what I needed when she could have just pointed me to the article. I was really happy with their help and I feel like they really take their time to respond to their customers.

Using Totango

Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Customer Dashboard
  • Executive Console
  • Team Spotlight
  • Segments
  • I didn't feel like there's any function in particular where I struggled.
Yes - I think their mobile interface is a really cool perk. There were times where I was away from my computer and needed some quick information about a customer. I was able to get that information because I had the Totango app installed. It's really simple and easy to use. I wouldn't have it any other way.

Totango Reliability

As already mentioned, some companies have to migrate their entire CS database because their software stack doesn't go well with scaling, it's not the case with Totango. We were lucky enough to have this tool from the get-go, and I strongly believe their scalability is one of their strong points.
Totango had some outages and it crashed at some point, but there wasn't anything major and luckily we weren't affected or impacted in the long run. I would say they are available when you need them, and they are always working on improvements. It's a strong stable app 99.9% of the time.
Never had any major problems with Totango's load speed. The pages load quickly and the reports are completed fast regardless of their complexity. It's a fast loading app which is what everyone wants these days.