Great tool for visibility into customer behavior
Updated July 06, 2022

Great tool for visibility into customer behavior

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

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

  • 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.

Cons

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

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

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.
Very easy to use and understand.
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.

Totango Feature Ratings

10.0
Product usage
10
Help desk / support tickets
Not Rated
7.5
NPS surveys
8
Customer profiles
9
Automated workflow
6
Internal collaboration
6
Customer health scoring
6
Customer segmentation
10
8.0
Customer health trends
8
Engagement analytics
7
Revenue forecasting
Not Rated
Dashboards
9
Not Rated
Role-based user permissions
Not Rated
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated

Comments

  • Lorena Fikes | TrustRadius Reviewer
    Lorena Fikes
    (Vendor Representative) commented 3 years ago
    Thank you for the excellent review and for taking the time to share your feedback. We are always open to hearing from our customers for ways to continue to iterate and improve the platform and would love to hear your ideas - they can be shared with our team and added to our product wishlist: https://support.totango.com/hc/en-us/community/topics/360001294011-Product-Wishlist. Best, Lorena

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