Item: Totango
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Totango is being used in our Customer Success function and allows the team to quickly view key stats on a customer to keep a broad overview of the health of their customers, whilst at the same time having access to detailed reports for day to day working and helping customers to achieve objectives. It allows the team to efficiently stay on top of their customer base and focus on what really matters, the customer.

Pros and Cons

Key insights into customers
Easy action plans
Customisable reports

Opportunity to log tasks outside of the customer base for all other things we have to do in a day/week
Better filtering of touchpoints
More variety of views for agenda items
Emailing needs some improvement

Ease of Use

Very easy to use and intuitive when learning. Segment reporting is great and quite unique feature to easily view, update and action key information with alerts to help ensure nothing is missed. Being able to log plans and create actions against them helps to have a focus for each customer that can be viewed in different ways to suit the work being done that day or week.

Return on Investment

Better tracking of risk within customers
Improved focus on customer reviews with quick access to data
Better insight internally into customer base as a whole

Alternatives Considered

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?

Yes

Did implementation of Totango go as expected?

Yes

Would you buy Totango again?

Yes

Support Rating

The team has been on hand during the roll out with good overviews and initial training. Since then I personally have not had much interaction with the team or seen any other resources to help drive adoption which I think is an area for improvement, otherwise it is fairly self-explanatory to use the system.

Usability

It is easy to use and understand, and simple to follow day to day. Logging notes and tasks is one of the key areas this is utilised along with tracking reports and accessing key data points for conversations with customers which is helpful. Mobile app helps too to access information on the go.

Likelihood to Recommend

It is very well suited to light touch accounts. Perhaps slightly less suited to high touch accounts where a more intricate level of knowledge is required, however monitoring key stats does give the comfort that nothing will be missed even with those. Regular updates are made easy within reports too for any fields that need updating for customers.

Simple but powerful!

Overall Satisfaction with Totango