Totango delivers great on complex ideas, poorly on simple ones.
November 24, 2020
Totango delivers great on complex ideas, poorly on simple ones.
Score 4 out of 10
Vetted Review
Verified User
Overall Satisfaction with Totango
Totango is being used by our customer success team. We had very high hopes initially that Totango would automate a lot of key processes for the team, but those automations ended up being too noisy for our team. As such, we ended up foregoing most of the automation and using primarily manual updates.
- Can process automatic triggers.
- Tracks usage data.
- Tracks revenue data.
- Triggers are noisy.
- Updating fields is cumbersome and UI is unintuitive.
- Creating dashboards is difficult.
While Totango has the potential to be user-friendly, it falls short in a lot of areas. One of the biggest areas we've struggled with is updating fields and editing comments from the specific accounts page. This is difficult due to the UI not easily allowing you to even edit current comments.
- Positive impact has been seen in executive reporting and using this data to assist in those presentations.
- Negative impact is that the CSM team generally does not enjoy logging notes, etc. in Totango. This causes an additional cumbersome admin task to the daily workflows.
I was not involved in the purchasing process. Overall, Salesforce would be more integrated with our company as a whole, but Totango has slightly more user freedom.
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?
Yes
Would you buy Totango again?
No