Very satisfied with Totango - clearly improving my day-to-day work!

Totango is being used by both onboarding as well as customer success at my company. We introduced it as we found Salesforce lacking some insights into how our product was being both implemented during the onboarding phase, but also later used once the onboarding had been completed. With Totango, we have now been able to gather data from different data sources among others our backend, Salesforce and support system, allowing us to understand the painpoints of our customers, and detect early signs of customer dissatisfaction. This is great as it allows us to intervene before a customer has gotten to the phase where they start to think about changing solutions, rather than collaborating to find a solution together with their current provider. Moreover, I find Totango very useful in order to have a clear overview of renewals. It allows me to become proactive rather than reactive in my job.

One thing I do find a shame is that you as a user haven't got access to more triggers in regards to the segments that you create yourself. There's simply a possibility to add/remove a tag or get an email. I'd love to see the possibility to automatically add tasks to myself as one of my clients enter a segment that I've created.