Item: Totango
Rating: 8
Author: Kai Horstmannshoff

Use Cases and Deployment Scope

We use Totango in our professional services divisions and across multiple regions. All client-facing teams are using the product to monitor product usage, automate communications, and centralize account information.

Pros and Cons

Report building.
Data uploads.
Automated client communications.

Task management.
Activity logging.
Metrics management.
Enhanced admin rights.

Ease of Use

Totango is more user-friendly than other success software tools that I have used in the past. The ability to quickly build out reports, automations, etc. for different small teams allows us the flexibility to quickly try new approaches and iterate and improve slowly.

Return on Investment

Increasing lifetime value.
Spotting opportunities for proactive user engagement and better service offers.
Identify and address churn indicators early.

Alternatives Considered

Gainsight

Totango is easier to deploy and less centralized - it is easy to build out different teams with different automation, reports etc. in minutes, whereas a rollout of Gainsight that I played a small part in in the past was very top-heavy and slow. Also, Totango's support team in my opinion is world-class and more reactive to inquiries.

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?

Yes

Did implementation of Totango go as expected?

Yes

Would you buy Totango again?

Yes

Support Rating

Very knowledgable support team that so far has never disappointed or even sent me a templated response - always very quick and enormously helpful.

Usability

Incredibly user friendly - I am able to perform most actions without consulting a trained admin, and am even able to upload specific data sets I need for my team in a few minutes from Salesforce or simply using a spreadsheet.

Likelihood to Recommend

Really well suited for most mid-sized companies. I think for very large accounts it might become a little bit restrictive because it lacks functions like complex journey mapping tools for detailed automation, account mapping tools etc. But what it lacks in function for Enterprise-heavy use cases, it makes up in flexibility and speed of deployment, so I think it's a great solution for 80% of the market.

Easy to use and deploy

Overall Satisfaction with Totango