Happily using Totango for our 3200 customer locations
April 27, 2022

Happily using Totango for our 3200 customer locations

Shona Fenner | TrustRadius Reviewer
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
  • 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)
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

Great if you have a pooled CSM model as SuccessPlays can assign tasks round-robin or based on availability. This is amazing!! Some limitations when transitioning customer email marketing efforts from HubSpot (ex. conditional elements in emails, uploading a list without adding contacts, etc.)

Totango Feature Ratings

Product usage
7
Help desk / support tickets
9
NPS surveys
7
Customer profiles
10
Automated workflow
10
Internal collaboration
9
Customer health scoring
10
Customer segmentation
10
Customer health trends
9
Engagement analytics
8
Revenue forecasting
7
Dashboards
8
Role-based user permissions
9
API
10
Integration with Salesforce.com
10
Integration with Marketo
Not Rated