Item: Totango
Rating: 7
Author: Christopher Kennedy

Use Cases and Deployment Scope

We use it in conjunction with Salesforce. Totango is used for the customer management and Salesforce for everything else (sales, licenses, etc.). Custom campaigns and activity tracking for both standard check ins or reach outs, and for strategic calling on issues, news, events, account relations, etc.

Pros and Cons

Organizes customer data.
Has integration with SF.
Similar feel to most software so [familiarity].

Tasks and notes get buried.
Customizable homepages.

Return on Investment

Increase insight into customers needing some extra love.

Alternatives Considered

Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)

This is my first product like this in a while, but I read the reviews and feel it is the best on the market. Have found it fairly easy to learn and navigate with a similar layout to popular software like Salesforce or Dynamics by Microsoft.

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 haven't dealt with their support but feel it would be solid. We have an internal champion that is responsible for issues, advancements, training etc. and he has been updating us with small feature training emails and live sessions. All of our support runs through him but seems like he has a lot of the answers for the users.

Usability

I learnt the basics pretty quick and the layout/feel is very user friendly. If you have ever navigated or used any other SaaS based service it won't be hard to pick up the product.

Likelihood to Recommend

Anyone or any business that has a focus on their customers, and not just sales activities could benefit from working and tracking their non sales customer interactions and customer data in Totango. Like most software there is a lot of customizable features and views to have the tool work for you and you company.

Happy user

Overall Satisfaction with Totango