Totango is a must have for SaaS Businesses

Totango is an integral part of our organization. Before Totango, we used a mix of Google Sheets and Zapier to fill out documents to track the progress and health of our users but that wasn't manageable nor scalable. Once we implemented Totango, it changed completely how our Customer Success Operates, how we measure the performance of our agents and how good or bad are we at proving value for our customers. A year after we started using Totango, we have now implemented it across our Onboarding, Adoption, and Nurturing phases and we love it. In the near future, we'll be adding new types of customers so they can benefit from being in Totango.

Once you get the hang of it, Totango is fairly simple to use for Customer Success Managers. The only problem is that some of our Customer Success Managers do not speak English (we are based in Latin America), and even though we have translated some of the attributes to Spanish, Totango's user interface remains in English. This means that learning to use Totango takes a bit longer, as agents need to get used to what certain words mean in Spanish.

The first big impact we have was to numerically prove how long our users took to pass from onboarding to adoption and how well those accounts graduated from one stage to the other. Before that, we only had assumptions and we made decisions based on best guesses. Now, Totango helps us identify which users are not accomplishing the goals set for every step and guides us to contact them. This has helped reduce churn and improve referrals.