Item: Totango
Rating: 7
Author: Dan Gould

Use Cases and Deployment Scope

Totango is used by our Customer Success team, with a few other departments having access, but not using it day-to-day. Customer Success managers utilize Totango daily to keep track of customer usage, tasks, revenue, and overall management. Totango enables us to utilize proactive account management and use a volume approach for our small team to work across a growing list of accounts.

Pros and Cons

Customize segments of your customer base with just a few clicks. The segments feature is incredibly useful for myriad views of your customer actions, customer health, as well as team and individual actions.
Create and run customer journeys. Program customer success actions based on customer behavior (action or inaction) almost limitlessly.
Totango constantly updates their UI. With almost weekly enhancements, there are always new features to make the software easier to use.

Outlook/email client plug-in. Though you can bcc totango to create touchpoints from email, an actual plug-in would be a huge enhancement.
Totango recently updated their dashboard previews, but having more customer insights and actions available from a holistic dashboard view would be helpful.
To-dos are sometimes buried and hard to change/navigate. Though there is a view on the "agenda" of the dashboard, it's somewhat clunkly and often requires going a level deeper into accounts to modify.

Return on Investment

Increase customer retention and overall coverage.
Identifying upsell opportunities.
Adding value to customer base through volume instead of 1:1 touch.

Key Insights

Do you think Totango delivers good value for the price?

Not sure

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

New features are continually released and the help articles are extensive.

The few times I've had bugs/errors and contacted customer support, it has required some escalation and delay for fairly low level problems.

Usability

Generally fairly user friendly and unbelievably customizable. The customization can sometimes be a hinderance as I feel we've spent a ton of staff time configuring the product.

Likelihood to Recommend

Well suited for:

Consistent onboarding for customers.
Focus on activities to generate retention.
Automating customer journeys and volume marketing.
NPS and customer satisfaction metrics.

Totango for a small and nimble Customer Success team

Overall Satisfaction with Totango