Item: Totango
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Totango as our primary tool to identify customer health, log interactions with customers, create automated processes to reach out for business reviews and renewal discussions, etc. This is primarily being used by our Customer Success and Retention teams, however the sales team does have limited access to Totango as well.

Pros and Cons

Creating SuccessPlays that allow you to automate a sequence of events or reminders (Business Reviews, renewal reminder reach outs, etc.).
Identifying criteria for customer health scores to easily identify customers that may be at risk.
Summarizing a listed view of upcoming tasks that need to be completed, either by date or by customer.

Some data that cannot be imported by the system that we would find useful to have available (for example, we have two different user times - internal and external - and Totango has trouble with reporting on both types).
Seems like there are some frequent issues with either ingesting data or with some downtime.

Return on Investment

Better customer retention due to more visibility into user activity.
More accurate customer health engagement records, more visibility into each account overall.

Alternatives Considered

ClientSuccess and Gainsight

I was not part of the evaluation of ClientSuccess in detail, but the main thing we liked as an advantage of ClientSuccess was the customer lifecycle stages. For the Gainsight comparison, our data could be ingested better with Totango which is why the decision was made to move forward with Totango. Otherwise the Customer Success team was split between Gainsight and Totango.

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

We have several feature requests outstanding that would help us to use Totango in several more ways, that would make it stickier for us. However, out of the box the tool has worked quite well.

Usability

Very easy to use and understand.

Likelihood to Recommend

Totango is great for overall visibility into a customer's health. However, there are some things that I think we would like to use to make a customer's health more complex and that would rely on quite a few variables. For example the way our accounts are structured, it would be valuable for us to be able to put different weights to the overall account to allow different domains underneath to impact the overall account's health by a heavier amount.

Great tool for visibility into customer behavior

Overall Satisfaction with Totango