Item: Totango
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Totango is used by our Customer Success department in our offices in North America, EMEA and the APAC region. For us, Totango helps us better manage our customers, create a business growth plan and enables us to simply [have] a better partnership with them. Having the good and bad health option gives us a quick look into the customers that need additional attention from us and on who to focus!

Pros and Cons

Good and Bad health scores.
Ease of use when creating Touchpoints.
Creating Touchpoints by adding Totango's email address in the BCC.
Easy to create segments/reports.

Sometimes Totango's BCC email will end up in a different tenant/product, and there is no way to change/delete it.
More customization on a user level, for example a personal dashboard with Segment information.
Training from Totango themselves to see how other companies use Totango (Best practices).

Return on Investment

Better look on Customer retention via the health scores (positive).

Alternatives Considered

None, was not involved in that decision.

Key Insights

Do you think Totango delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Totango again?

Yes

Support Rating

Have not been in contact with support yet, but the product did not give me any problems over the year so I want to reward support for that with an 8.

Usability

Easy to use with the scorecards, easy to create touchpoints and task, success flows, etc.

Likelihood to Recommend

When creating quick touchpoints with customers (via BCC mail or via the dashboard itself). Via the dashboard itself, you can use it as some sort of a notes section, so you do not have to administer things twice. With the email example, you do not have to copy your email into Totango, but immediately is added as a touchpoint in your customer's account.

The only downside on the BCC email, is that it automatically goes to the adoption success flow. If we could change that to something else in the settings that would be perfect.

Great product, easy to use!

Overall Satisfaction with Totango