Great for automation - data accuracy needs improvement
August 17, 2021

Great for automation - data accuracy needs improvement

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

It is used specifically for our customer success team. It's helping primarily with automation and documentation for our customers. In my roll, automation has been the biggest impact that it's had for the team. I worked in the small business org and now in mid market and have seen how impactful it's been for these users and being able to automate the day-to-day emails and tasks.
  • Automation.
  • Consolidation across teams.
  • Easy reporting.
  • Data accuracy.
  • Bugs.
  • User friendliness.
I would say it took quite awhile for our team to adopt Totango. It was fairly confusing to learn from the get-go, but once you understand it, the successplays (for example) make it extremely easy to understand exactly what you need to do each day. I also thing the account page, which brings together a lot of different areas, makes it easy as well.
  • Allowing our team to scale operations.
  • Consolidation.
We have used campaigns to tell us when to fire certain types of emails (i.e. Failure to launch and high risk customers get specific emails based on their usage). This has been hugely beneficial for our smaller customers, and in particular for our SMB/mid market reps who can focus on more higher value engagements rather than repetitive tasks.
Automation is the biggest differentiator here, but SFDC is more reliable from a data perspective.

Do you think Totango delivers good value for the price?

Not sure

Are you happy with Totango's feature set?


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?


I would say that it will make your life easier with automation, but the data accuracy can be a huge obstacle for making that automation work. I would be hesitant to recommend it specifically because of that. I lack trust in it with larger customers because it can sometimes confuse them more than it helps. When it works, it works great.

Totango Feature Ratings

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