Totango for CS is a must have.

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.

Totangos interface gives us a great capability of seeing an account's usage from one screen. We can quickly pinpoint trouble accounts from the main screen and then drill farther down into the why's of the issues. As well it gives management a high-level overview of what each CSM's book of business looks like as well as the team's overall goals and functions. Their playbook is very interactive and canvas makes seeing a journey on one page an easy way to see what is what.

By being able to see their health in real-time we can quickly implement get well plans with our teams when a customer starts to slip from Green to yellow to yellow to red. This real-time interface allows us to generate auto alerts when something slips, allowing our CS team to concentrate on the actions and not look for issues.