Item: Totango
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We currently use Totango for our Customer Success team only. We have been looking for a tool that would allow us to track customer engagement across team members, document meetings and meeting notes with customers, but Totango has also provided the ability to create playbooks with tasks or action items depending event.

Pros and Cons

Action Items / Tasks.
Agenda Note Capturing.
Integration with Salesforce (can update in TT and updates in SFDC).

Email Functionality (As a new user - nervous to use it).
Auto Reminders (not sure if there are any).

Return on Investment

Better Customer Retention/Insight.
More Positive Experience for Account Managers - Expected activities and Steps are clearly defined.

Alternatives Considered

I'm unsure of all of the different products our team reviewed.

Key Insights

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

Support Rating

I've found the team's engagement with our during implementation and post implementation has been exceptional. They were willing to join several calls with our teams to showcase and answer questions.

Usability

I think that TT is very easy to use and pretty intuitive. The reason why I didn't give it a full 10 because the email functionality is a little intimidating for me personally.

Likelihood to Recommend

I believe that Totango has helped me personally with planning for different customer events in their journey with our software. I really enjoy the task lists, the ability to store my meeting notes in one place, and found that TT helps with my overall organization and helps that I don't forget anything that is a critical steps in a success play that our admin team has created.

I haven't had any experience with emailing from TT and I should try it but I am hesitant because I'm not clear on how it will impact my regular inbox. I haven't done the research so this is my own fault - it may work great! Baby steps for me...

Totango a gogo!

Overall Satisfaction with Totango