Happily using Totango for our 3200 customer locations
April 27, 2022
Happily using Totango for our 3200 customer locations
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Totango
Totango allows us to scale our Customer Success strategy and customer communications. We're able to build automations both for customer communication campaigns, but also for our CSMs to execute on risk playbooks and ad hoc projects. Health scoring has been a new way for us to judge "top performers" through quantifiable and trackable ways.
- Customer email campaigns
- Pool CSM model
- Health scores
- Risk identification and management
- Time zone specific email sends
- Direct integration with Pendo
- More analytics and insights for CSM pool performance
Our CSM team was able to dive into Totango immediately after training. We've had little confusion around using the system and can easily show the team the value and outcomes of their day-to-day actions. Our team now has improved access to what is being sent and can gather insights around customer engagement and data far better than before. Our goal was to enable our CSMs and we've been able to do that with ease.
- Creating automated CSM playbooks for key risk areas
- Provides health score for improved churn risk oversight
- Effective templates for SuccessBLOCs (ie. email campaigns and successplays)
We've built SuccessPlays (ie. playbooks) for certain risk behaviors that were hard to track before. For example, we now can look at usage frequency over the last 30 days and compare it to the previous 30 days... voila, a decline in product use metric that's visible, understandable, and triggers CSM action both to contact the customer and update risk-related fields. It's like magic and already saved a customer from churning when the primary contact left and the business started shopping around since they didn't even know what our software could do!
Totango seemed the best way to have quick wins, long term wins, and work through optimizations and iterations along the way. We could launch piecemeal and adapt to our business needs as we saw value in Totango, instead of having to create a masterpiece that would be complex to adapt and change. While Totango is not the biggest company in the game, they did have an honest sales process and both sales and onboarding walked us through the program, highlighting how it could work for us and grow with us.
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