Totango delivers great on complex ideas, poorly on simple ones.
November 24, 2020

Totango delivers great on complex ideas, poorly on simple ones.

Anonymous | TrustRadius Reviewer
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?


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?


Would you buy Totango again?


When we needed help in the past, the team was useful and responsive.
Totango is relatively user friendly, minus my earlier comments about the hassle of editing comments.
Probably about a 4. I believe other CRM tools have similar capabilities and overall Totango has not been overly impressive for our company.

Totango Feature Ratings

Product usage
NPS surveys
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Revenue forecasting
Role-based user permissions
Integration with
Not Rated
Integration with Marketo
Not Rated