Item: Totango
Rating: 9
Author: Nick Burroughs

Use Cases and Deployment Scope

Currently Totango is being used by our organization to coordinate implementation and customer success efforts. We hope to implement it across other departments eventually.

Currently our biggest challenges we solve with Totango are:

Automation - We spend a large amount of time composing manual emails that could be automated for more quality, high-level time with the client.
Efficiency - Totango is incredibly useful for tracking what needs to be done today, tomorrow and next week. It eliminates the static and chaos.
Personalization - Totango allows us to send out personalized emails and build a custom success plan for clients that makes the experience feel like it was meant for them.

Pros and Cons

Workflow - Totango is incredibly efficient at task/time management.
Database - Totango seems to be pretty easy to see the "story" of a customer at a glance.
Automation - Totango eliminates the waste of having to manually send emails and even allows custom emails to be sent from within the software. Big time saver when working with multiple clients.

Client Info - Sometimes it feels like there isn't enough info on the client, even if you can get the gist of the info from what you see. Totango provides essentials, but sometimes feels like it may not give you the deep details you may need. Sometimes the dashboard / client view can feel chaotic or messy.
Automation Controls - Some things like choosing an interaction type or sending an email require you to press a button to do that. It can be easy to forget to press a button or check a box to send an email when adding an interaction and the email never goes out.

Return on Investment

Adding overall lifetime value to our current & new customers.
Reducing the number and length of support calls after 30/90 days of use.
Reducing the amount of cancellations.

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?

Yes

Would you buy Totango again?

Yes

Support Rating

We have a dedicated account manager that takes care of our needs and ensures we are successful. We have had a multitude of questions and our account manager is always quick and detailed with their care of any needs that arise. Even in complex situations, our account manager is happy to jump in and help us in any way possible - and is also incredibly knowledgeable about the product.

Usability

While Totango has a few minor flaws, the overall usability of the product is fantastic. Since we have fully implemented Totango, I have had nothing but good experiences, as have my colleagues and clients. Totango is a smooth experience for the user who is managing clients, but also an effective and communicative tool for the clients being managed. Implementation was very thorough and useful. I'd say Totango is probably one of my favorite pieces of software I've used in my 10 year tenure at my company, using approximately 12-15 different platforms throughout.

Likelihood to Recommend

Totango is best used in situations where you'll be tracking a client and their journey through a specific timeline. We use it to get someone started in a software and then to ensure they remain successful for years to come, periodically checking in with them, as well as pulling analytics to understand how effective they are using the software.

Totango would be less beneficial for people who are transactional. If your role is to offer assistance once and never again, it's doubtful that Totango will be as beneficial for you. This would be things like technicians, accountants, etc.

Great software, great implementation and huge efficiency boost

Overall Satisfaction with Totango