Item: Totango
Rating: 7
Author: Arthur James

Use Cases and Deployment Scope

[Used] as a CRM for tracking conversations with clients, calls, emails and tasks. We are working to have the whole customer success org use Totango, and eventually not use Salesforce at all. We track items using the touchpoints and tasks - MRR info, primary point of contact, products available (subscribed), and create success plays.

Pros and Cons

Easy to log touchpoints.
Easy to create / complete tasks.
Like the use of touchpoints at Totango.

Poor reporting capabilities.
Not a great set of dashboards.

Ease of Use

I believe the easy-to-use and navigate platform is good, but it can be improved - we use flows right now for on-boarding and tracking what step of the on-boarding process a customer is [on]. It would be nice to build in the workflow of a customer (post sales cycle), and navigate from "intro call > touch base calls > renewal calls > etc."

Return on Investment

Achieve better customer retention.
Collaborate effectively internally.

Alternatives Considered

Gainsight

I didn't personally select Totango but I know the org was considering Gainsight - I was not a part of the selection process.

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?

Yes

Support Rating

I feel like every time we have had to contact Totango, they have been very responsive. The feedback received from our internal teams is that they are typically good at making changes / adjustments to the product to suit our needs.

Usability

I think the product is easy to use and offers good features. I wish there was better reporting, but that is probably coming.

Likelihood to Recommend

Totango is well suited for tracking interactions between companies and their clients, as well as note taking and information gathering. But I would say it isn't really suited for sales activities such as add-ons and renewals, nor does it have good reporting capabilities, which makes it difficult to track various activities

Totango Insight

Overall Satisfaction with Totango