Item: Totango
Rating: 8
Author: Patrick Lowe, EIT

Use Cases and Deployment Scope

Totango is being used across our entire Construction Solutions department. From customer success to adoption, it has been universally adopted throughout our department. It addresses the problem of tracking our customer's health across their projects to helping our customer success managers keep tabs on how adoption and on-boarding is going.

Pros and Cons

It tracks a customer's health with a project.
It tracks the ability to tell us what they don't like.
It organizes and displays any interactions a CSM has with a customer.

The interface could use some work.
The reliability could definitely use some work.
The speed at which it operates could be faster.

Return on Investment

Time is a big ROI.
Simplicity of all in one place is another.
Segments are really helpful when searching and filtering.

Alternatives Considered

Salesforce CMS

Salesforce is the only comparable thing we have used similar to Totango. I would say it is similar but different. I like Totango better in that I think Totango has a much less overwhelming user interface when first logging in. It can be a little easier to navigate and less daunting for first time users.

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?

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

Unfortunately, or rather, fortunately, I have not had the chance to work with Totango's customer support team yet as I personally have not had any issues when working within the software. You could say this is a good thing as I just haven't had any issues arise yet. Hopefully, I never have to!

Usability

Totango overall has great usability. I think it is very easy to start picking up and use. One of the main features I love is the ability to backdate all of the touchpoints. It's great for when bringing over information from another platform or if you just forgot to record the interaction. Backdating it will then not affect the overall timeline with the customer.

Likelihood to Recommend

Totango is great when you have all of the correct information in there. Totango can be less appropriate if you do not have a robust customer base. This may not be the best or appropriate option for you as smaller platforms may be a better option. This is up to you to decide.

Totango is a software I recommend.

Overall Satisfaction with Totango