A CS Tool That Will Scale With You
November 24, 2020

A CS Tool That Will Scale With You

Elizabeth Tajonar, PMP | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango is being used as a CS and Account platform for our Customer Success organization. Prior to Totango we struggled to understand the full depth of our client base, have a clear grasp on renewals, and had limited knowledge of their health. Totango has allowed our CS team full access to this information. The ability to quickly segment customers to analyze critical data has allowed for faster decisions and delivery of service. In addition, we now have a great way to visualize and organize our upcoming renewals to get ahead of the curve.

Pros

  • Segmentation of data for easy analysis.
  • Automation and alerting for prioritization.
  • Managerial oversight into data via Scorecards.
  • Auto task generation based on key indicators.

Cons

  • The ability to set a task as recurring. As an example, you need to send the same report to a client at the first of the month.
  • Segments are great, but the reporting tab is a bit confusing.
  • Better customer engagement.
  • Increased efficiency in the onboarding and adoption phases of our customer life cycle.
  • Increased insight to renewals and retention.
Totango was the best product for our needs due to its easy to use nature and ability to implement relatively quickly. While it is tempting to go with a product that may have hundreds of bells and whistles, Totango has given us a solid foundation and allowed us to scale our CSM team moving forward.

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?

No

Would you buy Totango again?

Yes

The Totango support team and our Totango Account team are both wonderful to work with. Our questions are always answered and they do a fabulous job of listening to what our needs are. These conversations have often lead to feature releases on the platform and further enhanced our experience as a customer. They are dedicated to making our journey as a customer an enjoyable and successful one, and for that I am thankful.
Totango is a great tool! Like most SaaS offerings they continue to iterate on their product, which has been exciting to watch. Their Product team does a great job of keeping users informed of what is on the roadmap and takes time to listen. It took us a few months to really wrap our arms around all the data and features available in Totango, but once we did, it was clear to see the difference it has made on the team.
Totango is great for a team that is looking for a way to understand their client data in various increments. It takes the typical CRM to a new level. In fact, I find it works quite well with the SF integration we have. This allows our CS and Sales teams to stay on the same page with one another. In addition, if you are having a hard time prioritizing your client's needs, the health function is very helpful. This will let you see who is possibly at risk for churning and will allow you to mitigate that end result as much as possible.

Totango Feature Ratings

8.0
Product usage
8
Help desk / support tickets
8
8.0
NPS surveys
Not Rated
Customer profiles
7
Automated workflow
8
Internal collaboration
8
Customer health scoring
8
Customer segmentation
9
6.8
Customer health trends
7
Engagement analytics
6
Revenue forecasting
6
Dashboards
8
7.0
Role-based user permissions
7
8.5
API
8
Integration with Salesforce.com
9
Integration with Marketo
Not Rated

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