Totango - ROI is worth the investmet
December 02, 2020

Totango - ROI is worth the investmet

Melanie Haas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango is being used by the whole business but primarily by our commercial ops team, as well as the account management (customer value team).
We mainly utilize Totango to internally track the usage of our membership portal/activities on our website. I would say it is used day to day to track the heath of our members, and on a longer term base to track specific engagements.
When I first started using Totango I would attend the training sessions through Totango, and I was learning way more- but my company didn't always implement the "tools" Totango provided. I feel like there are some capabilities that my team had not taken advantage of, I'm not sure if this was on our end or more of an internal partnership miss. The Account management team uses it for us track our members engagement and how we can help them to utilize our services better in a more productive way. The Commercial operations team utilizes the site to ensure the connection in between Salesforce, Totango, and our membership portal - this ensures that we are running at full speed and that all activities are being tracked.

Pros

  • Keeping track of the "health" of your users/ members- this helped us track usage and activities.
  • Success Plays are really beneficial - but this is one of the areas I wish our company would have built out more.
  • Scorecards which really help track specific areas that effect our metrics.
  • Reporting - ease of pulling reports.

Cons

  • I wish the my portfolio view could be segmented for me and not the whole company.
  • I wish some of the view could have more details of what the member was accessing and not just the specific page.
  • Campaigns - whether this is an internal function we could have built out better, I just didn't see the benefit from these.
  • Better customer retention.
  • Increasing the lifetime of our members.
  • Tracking is specific so our members tend to like to get granular.

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?

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

I have never had to reach out to them on an individual level - but I know my team had worked with them one on one and they seemed to be very helpful when we needed anything. From my understanding there is some customization that needs to be done and they were always willing to work on this with us.
I feel like from the internal training I knew how to use Totango correctly and for what I needed it for. There are so many great capabilities that Totango has I wish my company would of had more trainings on the features that we are able to build out. When it comes to usability it is fairly simple once you know how to use it and its features.
I would say that Totango is really good for tracking website/post sales engagement. It works really well as an account manager to be able to see where my members health is at specially compare to others in the network. It allows me to analyze the data to help make better decisions to serve my members. I would say that if you are just selling a product, I'm not sure exactly what this would track.

Totango Feature Ratings

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

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