Item: Totango
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

My customer success team mages customers using Totango. With Totango, we have view and control of the customer journey. Our processes can be automatized and actions are documented.

Pros and Cons

Task management
Customer journey tracking
NPS campaign and management

Reporting
Account and User mixed KPI

We have all the information we need for our daily job and our monthly reviews at hand in one place where all the involved shareholders can use it. We have been able to implement consistent processes along the customer lifecycle.

Return on Investment

Better customer status awareness
Better customer retention
Better customer expansion

Secure Platform

The role-based [single] sign-on guarantees customer data is secure. Multiple unsubscribe tracking is a useful feature.

Goals-Centered Customer Success

The main benefit has been being able to track the customer stage in the customer journey. In [this] way, we can implement actions to correct when needed.

Alternatives Considered

Gainsight Customer Cloud and Planhat

Better price/quality ration.

Key Insights

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

Other Software Used

Salesforce Lightning Platform (formerly Salesforce App Cloud), Coda, monday.com

Likelihood to Recommend

Totango is very well suited to manage daily customer activities and implement consistent playbooks across the customer base. Management of NPS and in general the Voice of the Customer bloc is very helpful Health monitoring is another important advantage of Totango, although the health configuration can be tricky.

With Totango, We Improved the Way We Help Our Customers be Successful

Overall Satisfaction with Totango