Item: Totango
Rating: 8
Author: Amber Schueler

Use Cases and Deployment Scope

We use Totango as a customer success team. We implemented it a little under 2 years ago. We use it to log our account interactions and monitor the health and renewals of our subscribers and cross share account information between CS and other departments.

Pros and Cons

Reporting: there are countless opportunities to pull reports.
Logging of touchpoints and interactions is easy.
Seeing the history of an account is easy to see.

Integration with Salesforce. Right now, the information does not speak to our sales tool, which is a huge impact on visibility.
Invoicing and billing we manage that outside of the tool.

Return on Investment

Saving time
Sharing account history to new hires.
Supports our ability to be proactive with customer outreach.

Alternatives Considered

Gainsight

I think every tool has its positives and negatives, and no one tool in technology is perfect. Gainsight provides a lot more customer success training that we will take advantage of. I do not see as much outreach from Totango in that way. I hope they will sometimes provide conferences and webinars to our team on best practices within the customer success space.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Totango go as expected?

Yes

Would you buy Totango again?

Yes

Support Rating

I do not work directly with the Support team but my understanding is we have a dedicated customer success manager who helps our team and is very responsive when requests are being made. They are currently working on the Salesforce integration issues that we are experiencing now. I hope we get positive news at the start of next year that this is resolved.

Usability

It's very user friendly! I have individuals use the interface with minimal training. Some of the reporting is more complex and takes time as one would expect to use those resources well.

Likelihood to Recommend

I think Totango is a great tool. I think it does what it should and helps our teams manage the post-sale organization from onboarding, adoption, renewal, and upsell. The biggest drawback at this time is the integration with SalesForce. We are not able to share some information with other members of our organization, including Account Management (post-sales team) and our Finance team regarding recent communication regarding payment. This would help our organization share the account status with multiple departments without each individual requiring a Totango log in themselves.

Totango is a reliable tool to manage day to day interactions with accounts

Overall Satisfaction with Totango