Totango Brings Our Team Together!
December 01, 2020

Totango Brings Our Team Together!

Julie Roslin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

We use Totango in our Customer Success department. Our team needed a centralized location where they can find all the data and information they need on our clients. Totango helps us feed all the the data from various sources into one location, making our customer success team's job more efficient and effective. Totango is also helping us from a management perspective, allowing us to easily create dashboards on account risk/health, renewals, upsells ect. enabling us to provide better and more accurate forecasting to our executive team.

Pros

  • Links easily to external data sources. We use, Salesforce, Google Drive, a Learning Management Tool, Accounting Software and are able to feed all this data into Totango.
  • The reporting is great! It is easy to create reports and use those reports to create a custom dashboard for your team.
  • The configuration for things like Health Score and Success Plays can be updated without having to bring in a developer.

Cons

  • Rolling information up and down from a parent account to a child account is not as intuitive or easy to do as I would like. Would be great if we could easily select what fields needs to be rolled up or down.
  • Currently, I can't create reports across child/parent accounts. We have a need to create a report for parent accounts and add child info to the reporting for an accurate picture of what is going on.
  • Better customer retention.
  • More accurate reporting which helps with a more effective strategic plan for next year.
  • More effective risk management.
Gainsight is great, but it is geared more for a larger enterprise company with a high volume of customers. Totango is more geared toward teams/companies like ours where our team has 40 employees (not thousands).

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 for Totango has been great so far. Every time an issue arises, the Totango team responds quickly with helpful information to solve our issue. They will even let us know if something we are asking for will be on a future roadmap release. It is great that the Totango support team goes above and beyond to help out their clients!
Totango is really intuitive and easy to use. As an administrator and user, I like how I can easily make updates for my team on the fly as we change a process.
Totango is great for companies who have a Customer Success department. Our company has both a growth and development product as well as a software product and we are able to utilize Totango for both of these. Totango would not be a good fit for a company who does not have a Customer Success department.

Totango Feature Ratings

10.0
Product usage
10
Help desk / support tickets
10
9.8
NPS surveys
Not Rated
Customer profiles
10
Automated workflow
9
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
10.0
Customer health trends
10
Engagement analytics
10
Revenue forecasting
10
Dashboards
10
10.0
Role-based user permissions
10
10.0
API
10
Integration with Salesforce.com
10
Integration with Marketo
Not Rated

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