Improved Workflow for our CSMs and Insights for Management
March 12, 2021
Improved Workflow for our CSMs and Insights for Management
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Totango
We are using Totango to streamline our customer success operations, make the workflow easier for our customer success managers, and to deliver customer insights by utilizing the data we collect. Using Totango, we are also able to ensure that all of our team members are carrying out the same tasks for our customers so there is some continuity.
- Totango makes the workflow for a CSM super easy. It is easy to see what tasks need to be completed and so see the data for a particular client.
- I love the SuccessBLOCs and being able to customize the dashboards there. It offers a really great insight into customers at different stages and how we are performing in particular areas.
- Getting started with Totango was a bit of a chore. There is a lot to do which was intimidating. Once I got the hang of things it was OK and I realized the full potential.
The ability to easily see organized data for a customer is invaluable. The analytics and customization allowed, makes Totango a must have now on our success team. With Totango we can pull in engagement metrics, see them on a dashboard, but also automatically populate tasks for our Customer Success Managers to complete when certain conditions are met.
- We have definitely see an increase in customer happiness since using Totango.
- We have also seen stress levels of our CSMs reduced as they now have a more organized workflow and are able to accomplish tasks in less time.
One of the reasons we looked for a Customer Success tool was because we were working out of a spreadsheet that quickly became unsustainable as we grew. We needed a better way to organize ourselves and for managers and directors to have insight into how our accounts were performing. This is where Totango really helped us. Reporting is also easy to generate and send out.
We only briefly considered Gainsight and other customer success tools, but quickly abandoned those companies because of the hefty price tag. We recognized that this was something we needed, but did not yet have the funding to be able to pay a huge amount of money for the tool. Being able to get our feet wet and adopt Totango for free initially really benefited us. We were able to test things out, learn and make sure that this was something we wanted to use long-term.
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?
Yes
Did implementation of Totango go as expected?
Yes
Would you buy Totango again?
Yes