Item: Totango
Rating: 10
Author: Sarah Trepanier

Use Cases and Deployment Scope

Totango is being used but the customer success team. It is a team of 3 people looking after about 135 clients each. The ratio is split with HI and LO touch. Before Totango, our internal communication and follow ups were deficient. We had no centralised view of what was going on and where the clients were heading. We had no way to track the frequency of their contacts with us. Our churn level was never a worry, but with Covid, everyone is requesting a little more TLC.

Pros and Cons

I love the client profile you can build about each account.
The ease with which one can set up the automatic emails and playbooks.
Reporting is flexible, and the initial setup of all the blocks are really helpful.

The Renewal process does not fit with our business model. If it could be a little more flexible, that might be helpful to us.
A survey block, to be able to go deeper with the satisfaction of some clients.

Ease of Use

Well, it was just easy to get the team to use it. I did all the setup and explored and decided on the processes, but the team has really taken on their work within Totango. We can now easily review the work of each agent, and the kind of conversation they are having with the client. Its making escalation easier to spot, and of course, we just keep our head in the game with great visibility.

Return on Investment

Better team alignment on where to put the effort with clients.
Better timed and recurring NPS and CSAT results.

Alternatives Considered

Gainsight and ChurnZero

I selected Totango for the ease and speed of growing within the platform. The fact that it could connect easily to Salesforce and also have a javascript to connect in our software to get the usage data made the difference. And of course, the price was just perfectly within our budget.

Key Insights

Do you think Totango delivers good value for the price?

Yes

Are you happy with Totango's feature set?

Yes

Did Totango live up to sales and marketing promises?

Yes

Did implementation of Totango go as expected?

Yes

Would you buy Totango again?

Yes

Support Rating

When I raised a question with support, I was answered really quickly. They also linked me to the community page, and followed up with me after a couple of days. This is exactly what I would expect.

Usability

Every block I activated has been userful. Out of the box config is giving me right away a good idea of how to create value and help my team or my customers.
The sample emails are inspiring me with best practice that I can simply implement within my team and my relationship with my clients.

Likelihood to Recommend

It easy to start working and getting organised with Totango. Its also easy to start building up as all the block have a similar structure.
For any team that is just starting with Customer Success, or for a team that needs to tally their activities and have a comprehensive view of the accounts, then Totango will make you happy and efficient.

Totango is easy and moves you quickly in the right direction

Overall Satisfaction with Totango