Great tool due their customizable standardization.
February 14, 2022

Great tool due their customizable standardization.

Mark Govaerts | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

We were in need of a tool that could help us get our Cisco CX advanced certification. We knew what we needed and what we wanted and investigated different tools. Totango's came through due to their strength to provide standardised building blocks which we altered to our CX practise and specific needs. This combination of speed and customization enabled us to be on top of our game sooner than anticipated.
  • Helping our CSM's with setting out a clear overview of tasks ahead.
  • Monitor different data sources and report on thresholds that are important to your business.
  • Their support is awesome. Both from their CSM's and support desk.
  • More integrations out of the box would be awesome.
  • There is a small learning curve if you want to set the system more to your hands.
After sales we were transferred to the onboarding department where we were taken care of by a program manager, data specialist and an onboarding specialist. Especially the onboarding specialist was great fun and of great help. She helped us out setting up the core structure and setting us up with different reference materials which were tailored to our needs. After the onboarding we were transferred to our CSM who is taking care of us until today.
  • By using the tool we know we don't miss deadlines and are complete. This helps us to concentrate on the customer and not in secondary processes and be of greater impact.
  • It helps us with sharing goals and assigning tasks to our customers as well. This enforces (and shows) the joined efforts and dependency between us and the customer to achieve their business value.
I love to be based in the EU. This is our core principle as well and it releases me of a lot of contractual difficulties with our customers.
We aren't there yet because our vendor can't, due to various reasons, provide all the data yet. However, when we get to this stage we can definitely leverage big time on data by using these insights to service more customers, meaningful with the same amount of people.
Planhat feels like Pandora's box. It was very cool, shiny, complete but felt like an empty canvas. We felt so overwhelmed by the amount of possibilities that we didn't know where to begin. Because we sought out a tool which could help us out with the best 'time-to-value' due to customizable standardisation, we signed with Totango. (BTW: Reading the book and agreeing with the CEO might have helped out as well.)

Do you think Totango delivers good value for the price?


Are you happy with Totango's feature set?


Did Totango live up to sales and marketing promises?


Did implementation of Totango go as expected?


Would you buy Totango again?


If you need a tool which gets the job done, this is the one for you. The use of standardized success blocks which we altered to our practise helped us out a lot! Besides the tool I'm quite surprised by the amount of attention we get from Totango. We don't have a big contract but are surprised how we are sugarcoated with the attention they provide us. We have don't only have access to their forum and support desk but we also have direct access to their C-level and are taken care of by a Totango CSM whom we talk to every other week. All with great fun!

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
Not Rated
Role-based user permissions
Not Rated
Integration with
Not Rated
Integration with Marketo
Not Rated

Totango Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Quick Initial Response
Yes. It was advised to do so in the first year. We have extended it into the second year because it is of great value.
When I thought I had set it up I made a mistake in the way I thought the flow would work. To explain it to me the support desk had created a video for me, in our own environment, showing what happened, what caused it and how to resolve it. Loved it.