Totango is our one stop shop in driving CS Success
February 12, 2022

Totango is our one stop shop in driving CS Success

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

Overall Satisfaction with Totango

Totango is being utilized to provide us with a more flexible CRM that offers better tracking and reporting for the different roles that make up Enterprise CS. We manage workflow for specific client outcomes, engagement/touches clients receive and have found great success with Totango campaigns. We specifically like that campaigns are driving client engagement with new products and features and saving our CS team time where they don't need to introduce the feature to the client but instead focus on how it can help with the strategic roadmap. We have found that what we initially thought we would do with Totango has broadened to include more than just CS in our org and are looking at ways in which our Sales team can utilize it as well.
  • Campaigns
  • Tracking Enagements
  • Creating Workflows
  • Reporting
  • It would be nice to overlay different metrics/values together to see how they are running with each other.
  • Better support documentation would be nice on how to build additional insights or even pop-ups inside the application to explain different items to users who are new to it.
  • Automated reporting that can be enabled to present specific reports and insights together
Our organization has benefited from Totango's user-friendliness with how easy it was to implement to our Customer Success team across our entire organization. We have been able to tailor how Totango is used for the Small/Mid-Market team, Enterprise team, Trial Success team, and Upgrade team. Totango has also improved how our team engages with clients and improving the quality of those interactions because they are more targeted and impactful.
  • Improved ability to identify why clients are at risk
  • Improved engagement with clients through campaigns
  • Improved number of engagements with existing clients which is helping with retention
We have had concerns about making sure our client's data is secure and so far none of those concerns have been an issue with Totango. Totango allows us to manage client data and keep it secure. Totango also works well with the different levels of verification our users have to utilize to access our different applications in our system.
One of our major customer success goals has been to increase client engagement and education with new feature releases without burdening the CSMs to be the ones constantly needing to update them. In the past, we have struggled with our marketing team and how to best quickly disseminate this information to clients, but Totango has been able to solve this for us. We have increased the number of client engagements related to new features and also driven clients to increase their attendance at our webinars and other engagements we offered.
We had previously used Salesforce for years for our CSMs and other functions but found that it never quite met what we needed it to do for our CSMs. It was cumbersome with reporting and showing workflow. It was also more manual with detailing engagements or reaching our clients with new feature information.

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Totango is well suited for tracking Customer Success activities on a day-to-day basis and also for guiding them through the client life cycle. It is very helpful for highlighting engagements and client satisfaction related to different trackable values, health, and metrics. It might be less appropriate for teams that don't log their engagements and touchpoints with their clients or with teams that don't have metrics that they can easily track.

Totango Feature Ratings

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