A Great Tool to Keep Your Team Focused on Your Customers and the Value They Get From Your Product
Updated August 24, 2021

A Great Tool to Keep Your Team Focused on Your Customers and the Value They Get From Your Product

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

Overall Satisfaction with Totango

We use Totango with our SaaS product that is deployed with thousands of enterprise customers globally. It is used to help us analyze and understand how our customers are using our product - what modules they are utilizing, how many users are utilizing it, and generally, get the customer health score to assist our customer success team, account executives, and management team.
  • It integrates well with our product database - crucial to get reliable, real time data.
  • It breaks down the utilization of the tool and empowers us to analyze customers' behavior and usage.
  • The daily/weekly utilization charts in the tool are not as intuitive as one would think.
  • Customer health indicator does not explain what the calculation behind it is (although reliable!).
  • Better customer retention - It allows us to identify quickly degrading accounts and act upon those.
I was not the one who made the selection, but Totango stood over them in usability, ease of use, and ease of setup.

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

I would recommend every CS team use Totango as their monitoring tool. It is easy to use, intuitive informative, and helps you grasp in no time your portfolio status down to the individual account. It is probably less suited for small products with no multiple modules, although I am sure the data provided even for those tools would be crucial.

Totango Feature Ratings

Product usage
9
Help desk / support tickets
Not Rated
NPS surveys
Not Rated
Customer profiles
9
Automated workflow
Not Rated
Internal collaboration
8
Customer health scoring
10
Customer segmentation
Not Rated
Customer health trends
10
Engagement analytics
10
Revenue forecasting
8
Dashboards
8
Not Rated
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
9
Integration with Marketo
Not Rated