Great for automation - data accuracy needs improvement

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.

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.

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.