Totally into Totango. Coming from a former CRM junkie.
December 02, 2020
Totally into Totango. Coming from a former CRM junkie.
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Totango
Currently, Totango is being used to manage both the onboarding progress for customers to measure and ensure they see value realization as quickly as possible after purchasing our one or multi year licenses. We also use this to grade the overall health of the customers, manage key contacts, track email communication, and other pertinent information that can be used during renewal and to upsell additional modules (services). Databases are CRUCIAL for managing customers, especially when growing an organization. Though, they greatly rely on the users to use the product in order to get the "most bang for your buck."
- I like that I can simply forward email communication to Totango and it will log the record automatically. Its particularly nice when I'm busy and dont have the time or energy to log into the system and record my notes. Anything that makes life easier is better. "One less thing" as Forrest Gump says.
- I like the ability to create custom touch points that can be formatted in a database. I can emphasize important notes by using "bold" and "italics" which is something I've never been able to do in Salesforce, etc.
- I like seeing the "health grades" score FRONT and CENTER, which makes it easy to quickly identify customers that may need extra attention.
- I'd like to see an easier way to build personalized custom reports for both individual users and CST teams to really manage your "book of business."
- I think the "task" functionality is a bit clunky and I'm unsure if I've actually completed a task.
- I both like and dont like the main dashboard because I often see other activity that doesnt relate to me. However, its nice to see how other team members communicate.
- Our primary goal is to reduce churn and this helps us to never lose track of a customer who may be in risk.
- Our second goal is to get our customers through onboarding as quickly as possible, and this helps us to quickly and easily visualize where clients are getting stale.
Ultimately, a product built for customer success is going to be more effective than any "add ones" developed by traditional CRM tools.
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