Item: Totango
Rating: 9
Author: Candice Amendola

Use Cases and Deployment Scope

Totango is currently used by our Client Success Department. Other departments and our Senior Leadership team uses data within Totango for everyday business analysis and needs. Currently, this is how our CSMs manage their books of business and their daily tasks. Totango helps us track our clients in onboarding, our customer usage and health and tracks our renewals.

Pros and Cons

Totango is very user friendly - the last thing you want is a platform that is cumbersome and wonky that your CSMs don't want to use. Our CSMs log into Totango every day with ease and are able to navigate the system with little to no assistance.
They are very open to enhancement and product feedback.
They are constantly making updates and adding new features to the platform to enhance our everyday experience.

Their support site could be easier to navigate with more how-to documentation.
Building out segments can be a little tricky if you are not doing it every day - coming up with an easier process, maybe canned segments clients use frequently.

Return on Investment

Better customer retention.
Better time management of our CSMs.
Ability to be more proactive with our client touches.

Key Insights

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

Likelihood to Recommend

I think Totango can be useful to any company with a Client Success Department. I know there are features in the system that we don't use, only because they don't apply to use, but that doesn't make me feel like we are getting any less value out of Totango. If you ever find yourself curious about where your customers stand, whether that's based on NPS surveys you send out or usage within your own tools, Totango would be a great fit.

Every CSM's Daily Tool

Overall Satisfaction with Totango