Big promises, nice UI, nice Integration points but has tech issues
August 04, 2022

Big promises, nice UI, nice Integration points but has tech issues

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Problem - Implement the playbook for our onboarding and CS team. Scope - All customers that the business development team signs up.
  • Emails to customers based on filters - whenever a customer hits a criteria.
  • Integrations are superb and we are able to see a multidimensional view of the customers.
  • Canvas for defining the playbook.
  • Bugs in Successplay automation - not resolved since more than 1.5 months.
  • Product usage aggregation also results in the creation of blank accounts visible on the front end.
  • Touchpoints are a bit difficult to log. It could have been much easier.
The data integration points are great, I was able to sync everything I wanted. The ones I couldn't was because I was not able to get the data out of my own systems. From an automation perspective, a lot of thought has definitely gone into making lives easier. It is not fancy, but I would say just right to do the job.
  • Better onboarding output from customers (production ramp).
  • Regular and quality engagement with customers.
  • Creating the customer view.
Not sure about data security but the role-based rules do help with some of the restrictions that we would want to apply. However, we have not explored other security / privacy-related features.
So one of the goals was getting the customers to produce $10K worth of premium in the first month, which we have achieved an automated setting up customer accounts.

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Suited for SaaS companies to track product usage and increase product usage for different modules by the customers. Also, if you already do not have a playbook of how you want to approach this problem of product adoption then you may not benefit from this tool soon enough.

Totango Feature Ratings

Product usage
Help desk / support tickets
NPS surveys
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Revenue forecasting
Not Rated
Role-based user permissions
Integration with
Not Rated
Integration with Marketo
Not Rated