Item: Totango
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Totango is one of our primary products for our CSM team. We use it to track customer health and issues as well as the main storage location for CS activities. We use it to track how each of our customers is doing through various stages of our interactions. Totango helps visually see the health and well-being of all our accounts in a KPI way.

Pros and Cons

Health Scoring
Customer Journey Tracking
Integrations with other Sales Products

Basic Level account usage for team members who need to view but not access
Expansion of auto tools for customer reach out

Return on Investment

Totango keeps making my CSM's jobs easier with each interation
Fewer hours are spent looking in Salesforce and email for customer details, they are easily seen in Totangos Interface
Integration with SFDC allows Sales team members to see what CSMs are inputting into Totango

Key Insights

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

Likelihood to Recommend

Totango is great for getting down quickly to a customer-level view and has the capability of seeing multiple instances of a customer well into the account. It does lack some features though when you get large organizations and rolling up data to the parent level can be cumbersome.

Totango for CS is a must have.

Overall Satisfaction with Totango