Totango, good for the masses!
Updated December 01, 2020

Totango, good for the masses!

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

Overall Satisfaction with Totango

We are using it in the Customer Success organization. It allows us to get a good view of our Partner's health over time. These are challenging times and we know our partners are needing to focus on their customers. By keeping track of touchpoints, we can easily see how they have been doing over time.

Pros

  • Historical Health dashboard is awesome.
  • Historical touchpoints is awesome.
  • Being able to assign future tasks is awesome.

Cons

  • It does take time to get a good view.
  • Not all health metrics exist for all product usage/integration which leads to using other dashboards to get the full picture (i.e. Salesforce).
  • Direct integration to Outlook calendar and mail is needed. Calendar is one of my main tools!
  • CSM is a 2020 implementation for my company and has had a measurably positive impact on CR and value to existing customers.
  • Since Totango is our platform, I would like to say it played a great role.
I have not tried any other product.

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

I have not had to reach out to support ...
Quite intuitive. Easy to use, and to find Partners, add touchpoints.
7 out of 10 only because:
- the SSO asks for login on every browser session...I like to have multiple windows open.
- there is no memory of last searched Partners...Salesforce has that. Also, the search is by "exact" name which is a pain
Well suited for a mature or expanding CSM org. It does put all the info into one platform.
Managers are able to assign tasks based on rules, ex: if no touchpoint in 30 days, add task for outreach. Keeps us on the ball to meet our internal SLA for Partner contact, very good.
This is not a pre-sales or CRM tool.

Totango Feature Ratings

5.0
Product usage
5
10.0
NPS surveys
10
Customer profiles
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
9.0
Customer health trends
10
Engagement analytics
9
Dashboards
8
5.0
Role-based user permissions
5
5.0
API
Not Rated
Integration with Salesforce.com
5
Integration with Marketo
Not Rated

Using Totango

100 - Customer Success Managment
1 - I do not know this person very well, but he seems to be improving our interface week by week. Asking for feedback from the team, then implementing with the help of Totango.
  • Getting a health score of the Partner
  • Keeping track of Touchpoints
  • Being able to remind CSM of action required
  • I think we use it pretty much as designed
  • Maybe by replacing the Salesforce functions if that is possible. It would be great to have 1 platform
  • Take care of CSAT cases
We are heavily invested, and it proves very valuable when reaching out to a partner, ie: having a good timeline at your fingertips.

Evaluating Totango and Competitors

  • Implementation support
I was not part of the decision, but know that we had support in the implementation.
The evaluation team did a great job.

Totango Support

Comments

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