Item: Totango
Rating: 10
Author: Janet Price

Use Cases and Deployment Scope

Totango is being used exclusively by our Customer Success department. Our implementation team uses it to effectively onboard our customers, and our customer success managers use it to manage their customer book of business. We also use Totango as a team for personalized tech touch outreach to our more independent and smaller customers. Totango allows us to stay organized, strategically plan our day and reach ALL of our customers with a personalized approach. Customer data brought into Totango allows us to see which customers may need our attention right now versus those who look to be doing well and may not need any proactive outreach. There are so many different ways we use this product to remain active and present with our customers.

Pros and Cons

Personalized communication at scale.
Data-driven automation.
Smart integration with email communication.
Ability to include or exclude third-parties from communication from within the software.

I would love to have more survey options within the tool.
Cross-segmentation capabilities.
More ability to segment communication types and parties (ie: last touch by CSM only vs. campaign).

Return on Investment

We have been able to streamline processes and handle more work without adding additional headcount.
We have also been able to target at risk customers quicker and act on it.

Alternatives Considered

Gainsight

Because our company does not use Salesforce, Gainsight was difficult to implement and keep updated. With Totango being built on its own architecture we will more easily able to implement the product and got value within 60 days versus very little value with Gainsight in over a year of trying to implement and utilize. The white glove customer care we get from Totango is also light years better than what we had before.

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

I give Totango a support rating of 10 because I can always get support whenever needed. If its a technical issue, I know I can email their support team for help. If it's a more in depth question with respect to our instance of Totango, I can reach out to our CSM and always get help in a very reasonable amount of time. I always look to Totango as the standard when I think of how to best communicate and support our own customers.

Usability

Where I think there is always room to iterate, improve and enhance the feature set as it exists, Totango is a VERY usable product for our company's need. There are many features that are available to us that we do not use to its fullest extent and we make it a goal of ours to incorporate new features and functionality as they are made available to us.

Likelihood to Recommend

Totango is well suited for companies that have customer usage data and want a good architecture to display and act on that information. If a company is challenged by data cleanliness and accuracy, they will struggle using Totango. Totango is also well suited for companies that have a system administrator available to keep track of what is flowing in and ensuring that the system stays in clean operating condition. Internal IT or R&D resources for the initial setup also come in handy.

Totango High Level Overview

Overall Satisfaction with Totango