Totango is My Go-To
March 09, 2021

Totango is My Go-To

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango is currently utilized in our Customer Engagement team to track touchpoints, account health, contracts, etc. Due to the size of our company, there are hundreds, if not thousands, of users. We had a lot of disjointed systems in the past, and Totango has helped us bridge those gaps and bring information together into one source for our experience management.
  • Integration with other internal systems is smooth and mostly seamless. I was not part of the implementation, but as a user, I rarely experience problems.
  • The UI makes it to understand and find what I need. When I was a new user, I was up-and-running within 30-45 minutes with no real training.
  • Notifications and touchpoints are easy to administer and send within Totango, so I know the right message is going to the right person.
  • Faster load times would be beneficial. When I search, it often takes a while to load.
  • Desktop notifications would be nice to have. I like the notifications within the app, but desktop notifications would grab my attention better.
  • Sometimes I find it hard to locate the appropriate support items. Making the search a bit more powerful might help.
  • I can "flip through" my accounts rapidly, so it has allowed more time for strategic planning.
  • Most all of my account information can be found in one place, instead of 5, so that makes things easier to handle and track.
  • My job security depends on my ability to provide business value, and that is driven by customer satisfaction and renewal percentage. Totango makes that much easier.
  • My customers appreciate my ability to pull their information quickly. They also appreciate the touchpoints being professional and uniform.

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 not used the solution for a long time, but I have only found a couple of scenarios where Totango did not help. This might have been due to the way my company handles data and integrations, but it has added some work to my efforts. For example, only one CEE is able to be tracked per account, but in one segment of our business, there might be two. For those, I have to track them manually and cannot see them in my portfolio. That makes things somewhat inefficient.

Totango Feature Ratings

Product usage
8
Help desk / support tickets
7
NPS surveys
8
Customer profiles
7
Automated workflow
8
Internal collaboration
7
Customer health scoring
9
Customer segmentation
7
Customer health trends
8
Engagement analytics
8
Revenue forecasting
8
Dashboards
9
Role-based user permissions
9
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated