Item: Totango
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Totango is used as our customer success CRM. We track customer usage, attributes associated with their account, key data, key contact such as sales renewals contacts. It is also the base of the platform used to note take regarding client interactions, trainings, business reviews, etc. It is import to have a central place for this sort of data.

Pros and Cons

Centralise information.
Places to log calls and notes.
Lots of dashboards and information to sort.

Increased integrations between other software.
Being able to add contacts for a bi directional sync.

Return on Investment

Keeping better contact with clients.
Being able to track potential churn early.

Alternatives Considered

Salesforce CMS and Mavenlink

Totango provides better ease of use than others. Dashboard are clear and it had initiative ease of use. The only thing it lacks at times some of the more advanced features and integrations that can often be seen with other platforms. That said they are adding features very quickly and it gets better and better.

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 have personally not reach out to support. But I do people that work closely with support and customer success at Totango and they are very open to feedback and evolving their product. I have heard nothing but good things and think they will provide a great experience for everyone.

Usability

The usability is great. You can customise a lot. You can keep track of a lot of information and data. It’s easy to use and a fantastic was to stay on top of different metrics and touch points you have had with clients. If utilized properly it is a going to provide great value.

Likelihood to Recommend

If you are looking to have a centralized platform and place for notes to taken and tracked, providing an environment that multiple people can access the information and that it is easy to hand clients of with this is a great solution. The only time you may go with something else if the the particular level of integration that you need does not exist.

A fantastic CS CRM

Overall Satisfaction with Totango