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

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.

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 (

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.