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
  • Has helped reduced logo churn
  • Has helped structure customer success better
  • Has driven visibility of usage of features
Not relevant. Do not have experience working with other customer success platforms.

Do you think Totango delivers good value for the price?

No

Are you happy with Totango's feature set?

No

Did Totango live up to sales and marketing promises?

No

Did implementation of Totango go as expected?

No

Would you buy Totango again?

No

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
8
Help desk / support tickets
1
NPS surveys
6
Customer profiles
8
Automated workflow
7
Internal collaboration
8
Customer health scoring
7
Customer segmentation
9
Customer health trends
8
Engagement analytics
7
Revenue forecasting
Not Rated
Dashboards
9
Role-based user permissions
9
API
9
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated