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New Client Totango Review
December 02, 2020

New Client Totango Review

Jenny Citron | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango is being used for our newly formed Customer Experience Department to help address customer sentiment and the contract renewal process.
  • Building out success plays is awesome.
  • Assigning tasks (and reassigning when necessary) is very easy.
  • Totango integrates with our CRM so any lead information that is tracked in our CRM is represented in Totango the next day.
  • You can't update a user's email address, which is a pain for us as IT recently changed all of our address. You have to create an entire new user, reassign the tasks, and then delete the old user.
  • Totango doesn't do math. While there are some nifty graphs, if you want to see simple numbers on how things have changed Totango won't show you.

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

Our onboarding team has been very responsive. However, as we are new to the Totango product, we have not yet had to put in a support request outside of our onboarding meetings/emails.
It's a pretty steep learning curve for all of the nomenclature and figuring out exactly how to phrase variables to get the right metrics for your reporting or your success plays. It's a lot of information to absorb and it often seems confusing. I would not describe the platform as particularly intuitive from an administration side, but anything can be learned eventually.
So far, Totango has been great for setting up success plays around contract renewals. Their auto-fill variables are super useful in this regard as well. Totango also provides a great overview of how many accounts CSRs have, how much money that is, and how happy those clients are. The overview on a per-CSR level is great.

Totango Feature Ratings

7.0
Product usage
7
Help desk / support tickets
Not Rated
7.8
NPS surveys
8
Customer profiles
7
Automated workflow
8
Internal collaboration
Not Rated
Customer health scoring
8
Customer segmentation
Not Rated
8.5
Customer health trends
8
Engagement analytics
9
Revenue forecasting
8
Dashboards
9
10.0
Role-based user permissions
10
8.0
API
8
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated