Item: Totango
Rating: 7
Author: Candice McGowan

Use Cases and Deployment Scope

We wanted a single place to view account success, contract renewals, customer notes, meeting notes and customer health. Each account manager had a different way of logging account info and Salesforce was outdated. We had issues with handovers to new employees because there wasn't a centralised system of record and reporting up the chain on account health was manual - usually in the form of endless Google Sheets. Totango is our central portal for all account management info about our customers.

Pros and Cons

Easy R/A/G overview of account health.
One place for all account info for new starters.
Easy to update and to implement processes.

The notes box is too small to add them in an easy way. Currently we have to update the notes in Sales Force for them to copy through
Too many different ways to see accounts - confusing which view you're looking at
Annoying to have to add a touchpoint when tasks have been completed

Ease of Use

I recently took over an account from an account manager that left the company and the transition was very smooth because his notes and the status of the account were all in Totango. He walked me through the key points and I had everything at my fingertips. We no longer need to keep up with management's requests for account insights - they also have it at their fingertips.

Return on Investment

Easier customer knowledge sharing.
Earlier customer risk identification.
Earlier contract risk identification.

Alternatives Considered

Salesforce.com

Totango has a much more up to date interface and is flexible to show the data we want in the dashboards we created. We can push out tasks to the team easily and reporting is clear. We still keep our opportunity data in Salesforce but Totango is integrated so we can see the necessary information in Totango.

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 been directly involved with their customer support but I know that when we put a request into our internal team, we get a response from the totango team really quickly. I know that we've submitted enhancement requests and some of them have already been released. Luckily we haven't had the system go down since we've used it!

Usability

I like the dashboards but the terminology is difficult to get my head around and I find that features aren't where I would have thought they'd intuitively be located. This can cause frustration as I search around for what I want. We've had some teething problems with data we need not showing.

Likelihood to Recommend

Totango is great as a centralised portal for notes, progress towards contract renewals, task tracking and getting an overall view of accounts. Adding notes in some parts of the system gives a really limited view so our workaround has been to update them in Salesforce for now, or to write them in Word and copy them into the box in Totango.

Totango user review

Overall Satisfaction with Totango