Totango - Amazing Tool for SaaS Success Strategy!
Updated August 10, 2021
Totango - Amazing Tool for SaaS Success Strategy!
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.
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?
Yes
Are you happy with Totango's feature set?
Yes
Did Totango live up to sales and marketing promises?
Yes
Did implementation of Totango go as expected?
I wasn't involved with the implementation phase
Would you buy Totango again?
Yes
Totango Feature Ratings
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.
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.
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.
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
- Implemented in-house
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
- no 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
| Pros | Cons |
|---|---|
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 | None |
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
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- 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.