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.

Pros

  • 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.

Cons

  • 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.
  • Better onboarding output from customers (production ramp).
  • Regular and quality engagement with customers.
  • Creating the customer view.

Do you think Totango delivers good value for the price?

No

Are you happy with Totango's feature set?

Yes

Did Totango live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Totango go as expected?

Yes

Would you buy Totango again?

No

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

8.0
Product usage
8
Help desk / support tickets
8
7.0
NPS surveys
4
Customer profiles
8
Automated workflow
8
Internal collaboration
7
Customer health scoring
7
Customer segmentation
8
8.0
Customer health trends
9
Engagement analytics
9
Revenue forecasting
Not Rated
Dashboards
6
7.0
Role-based user permissions
7
10.0
API
10
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated

Comments

  • Megan Hales | TrustRadius Reviewer
    Megan Hales
    (Vendor Representative) commented 3 years ago
    We are so glad that you were able to achieve your goals using Totango. Wow, pretty incredible return in a single month. We call our playbooks, SuccessBLOCs because they are more than just a playbook, for example, they come with prebuilt Scorecards to help you measure the performance of your playbook based on the metrics that matter most. Thanks again for your feedback and we will be sure to share this with our product team so we can continue to improve.

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