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