Item: Totango
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Totango is being used by CSMs mainly along with our managers with full access but the sales team has limited access to see our notes too. It allows us to automate tasks and keep track of accounts. CSMs use it for all of their work monitoring and scheduling. We set up tasks to run automatically for what needs to be done on basic requirements plus you can set up your own tasks for what each unique account needs. We log all Touchpoint with customers and use the BCC functionality for emails to log too.

Pros and Cons

Oversight over customer accounts
Track usage
Review risk

Easier automation on tasks by users instead of management

Return on Investment

Improved retention
Increased upgrades

Key Insights

Do you think Totango delivers good value for the price?

Not sure

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

Other Software Used

Slack, Microsoft Teams

Likelihood to Recommend

Well suited for monitoring accounts. CSMs must-have tool otherwise tracking accounts is too difficult with just CRM software. We didn’t have a solution prior to using Totango and it’s changed our processes immensely. Fewer accounts fall through the cracks. Management likes it for reporting too and we integrate with Salesforce.

Full Oversight Over Customer Portfolio

Overall Satisfaction with Totango