Item: Totango
Rating: 9
Author: Christopher Ready

Use Cases and Deployment Scope

I use Totango to help track activities I have with my customers. It helps me organize my day, keep track of priority customer interactions, and helps me review what I've done previously with the customer. It's important since I manage over 200 businesses and Totango makes that process easy for me to do my job.

Pros and Cons

Lots of segmentation options.
Quick easy way to add a touchpoint.
Easy to use interface.
Timeline and Playbooks easy to see and manage.

Reporting is lacking for management.
Some limitations to segmentation.
Not a lot of automation options right now.
Appears to not scale very well at this present time.

Return on Investment

Positive impact on customer focus.
Positive impact on generating segmented customer lists for campaigns.
Positive impact on KPI progression for management.

Alternatives Considered

Gainsight, CampaignerCRM, Salesforce CMS, Microsoft Parature (Discontinued), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) and SAP Ariba Contract Management

Totango is a lot simpler to use but doesn't necessarily replaces any of these tools I've mentioned. It can work with them to get more customer focus interactions streamlined and easy to pull up that is outside of sales and customer support cases. Totango is fast, simple and offers a lot of creative options to help keep a healthy customer base. Totango is an aid, not a replacement.

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 not had the chance to interact with the support team, as I haven't found a single bug or issue with the platform in the year I've used it. They continue to improve the product and I've seen several updates since we got the tool, but no major issues to report. There was one issue where the bcc email upload wasn't working for a day and at the beginning we had some login issues, but that comes with any SaaS product you purchase and was resolved very quickly. The platform did provide an easy way to identify what problems you all had, so there wasn't a lot of guessing as to what could be the problem for me to contact support.

Usability

The platform is simple to navigate and find information very easily. If you set up the correct dashboards then it makes it very easy for managers to track entire teams of 20+ individuals without much effort. I like how it's transparent on each individual for others to see, with the options to limit access to specific dashboards and reports if you're a manager looking to reduce visibility to others. With that kind of flexibility you can expect many different types of businesses set up Totango differently to cater to their needs well. Overall a good product to start doing customer life cycles and interactions!

Likelihood to Recommend

Other departments could benefit from Totango in conjunction with other tools. If there is a good enough integration for both that operation teams can link together, you could expect more productivity from your employees and better tracking of their activities as a Manager. With WFH on the rise tools like Totango helps you identify progress across many people to keep everyone accountable for their daily tasks. If there were more reporting options, it could be very useful for larger organizations with multiple departments.

Very good lightweight Customer Success Management tool for SMBs

Overall Satisfaction with Totango