Item: Totango
Rating: 10
Author: Andrei Mierla

Use Cases and Deployment Scope

We've implemented Totango for our Customer Success Department since 2018. This has brought a better organization internally, but also a better nurture stream for our clients. It is being used across multiple teams within our organization, however, the main usage comes from our Customer Success Managers within the Customer Success department.

It offers us a better segmentation process, better nurture that really helped our clients succeed with our product. Reporting is also a big deal for us, and Totango does wonders with that. Overall, we wouldn't get the right amount of visibility for our portfolio and the transparency that our clients deserve without Totango.

Pros and Cons

Segmentation.
Nurture.
Automations.
Reporting.

Adding files to Campaigns.
In-App features for our clients.
Improved system for editing contacts and bulk changes.

Return on Investment

Helping us increase lifetime value.
Decreasing churn rate.
Better organization for our Customer Success Department.

Alternatives Considered

Planhat, Gainsight and ChurnZero

Better customization and integrations overall, plus health management. The product was easier to adopt and I like the help of their support team, really responsive.

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?

Yes

Did implementation of Totango go as expected?

Yes

Would you buy Totango again?

Yes

Support Rating

All of my tickets with their support team have been answered quickly, and efficiently. Usually, I don't get canned responses, and their team is really skillfully. They are also eager to jump on calls with you whenever there's a need. Sometimes, I would like to have a live chat function with them, but you don't really miss this, since I get a fast response over email as well.

Usability

Starting with their product and features and moving all way over to their support team, and useful blog articles, I really love their whole ecosystem and it integrates perfectly with our needs.

Likelihood to Recommend

We use Totango really well to define and manage the health of our clients, the amount of customization you can bring is amazing.
Really great account segmentation, that help us generate a more personalized outreach, plus you can also send targeted automation campaigns.
We also generate reports that help us keep track of our departmental OKRs, but not limited to that.
It's really suited for teams that are customer-facing side, however, less suited for project management teams that can also be customer-facing side.

The whole Totango product and team integrates perfectly with our needs.

Overall Satisfaction with Totango