Totango helps drive post sales visibility but leaves a lot to be desired
February 22, 2022

Totango helps drive post sales visibility but leaves a lot to be desired

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

We use Totango to manage customer success. Totango integrates fairly well with our platform and pulls usage data at a user level (ofcourse needs a fair bit of work from the tech team at the time of set up and a fair amount of ongoing work as well). We use Totango to view usage information in different dashboards, capture all user interaction history in one place, plan actions, playbooks, automate playbooks based on user actions. Multiple dashboards can be set up for specific visualisations. It is possible to customise Totango to a fairly high degree - which allows for meeting of business needs. However, it does have its limitations - the set up took a very long time and as you dig deeper, you start realising the limitations that Totango has with respect to task management, integrations, documentation, dashboards, etc.
  • Visualisations of usage
  • Integration with your platform
  • Technical Support
  • There are a lot of limitations on the types of reports that you can set up
  • Task management is really weak and we use ClickUp instead
  • Initial setup is fairly complex and can take upto 6-8 months to get things going
To start with, the implementation of Totango has helped us think deeper about our post-sales customer journey. We are B2B SaaS company with a high on touch success model and really high retention (
  • Has helped reduced logo churn
  • Has helped structure customer success better
  • Has driven visibility of usage of features
We evaluated Totango extensively for GDPR compliance and found it to be compliant. However, the Totango team did not agree to executing a separate sub-processor agreement. This can sometimes be tricky. The team did allow us to choose data-server location (EU in our case for GDPR compliance). Reasons for low rating:
  • onboarding happens through an open Google sheet - which is not the most secure way of doing things. A lot of platforms have inbuilt flows for this.
  • did not agree to execute a sub-processor agreement under GDPR and stuck to the click-to-wrap agreement which puts restrictions on the data that we can bring over.
We have benefited with increased visibility of usage and timely identification of customers at risk. However, it does not bring all information in one place. For example, we use Intercom for chat support - Totango has a very basic integration with Intercom. Similarly, Totango has very weak ticket management capabilities - we use ClickUp for the same and Totango does not integrate with ClickUp. So to triangulate on user health - we do monthly download of usage health from totango, payment information from Chargebee, support tickets information from ClickUp and chat analytics from intercom. This leads to a good amount of manual work.
Not relevant. Do not have experience working with other customer success platforms.

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Well suited:
  • For companies with a high on touch customer success model
  • For companies with a fairly well defined post sales customer journey and looking to structure and document it better
  • For companies with necessary development bandwidth
  • For companies looking to proactively support customers
Not-well suited
  • Early stage startups still looking to get to product market fit or with a small customer success set up
  • For companies where the key focus is reactive support. If ticketing is what you need, then look elsewhere.

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
Integration with
Not Rated
Integration with Marketo
Not Rated