Item: Totango
Rating: 9
Author: Nick Dalman

Use Cases and Deployment Scope

Totango is our main tool used in Customer Success for account management. We actively rely on the platform to provide insights on customer health, forecasting data, and assistance with day-to-day tasks. Other departments use Totango as well for visibility, such as our Account Manager counterparts in Sales. Totango helps all of us get accurate insights for customer health.

Pros and Cons

Easy to use interface.
Customizable for your organization.
Stable performance.

Lack of reporting for customer usage (we need to use other tools for this).
Syncing delays.
Intimidating to learn as a beginner.

Return on Investment

Ability to run critical customer segments.
Leadership dashboards churn forecasting.
System to manage customer tasks for CSMs.

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

As one would expect, Totango has an excellent Customer Success and Support team that has been there for us from day one. This has been extremely important to our success since Totango is such an advanced service.

Usability

Totango is pretty useful, sometimes it is information overload though. Especially on customer profile pages, there is way more data included than what we need on a day to day basis. I would recommend providing more in-depth and visual engagement reporting. We often send our customers data on how their users are using our product, and we aren't able to send this data from Totango to customers because it is not visual enough or intuitive. Overall though, Totango is a useable product once you learn the ins and outs.

Likelihood to Recommend

Totango is great if you need a customer success tool with a lot of integrations and customized setup. There is also a great customer success team that will help guide you along the path to a meaningful setup and installation.

Great Customer Success Product

Overall Satisfaction with Totango