Item: Totango
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Problem - Implement the playbook for our onboarding and CS team. Scope - All customers that the business development team signs up.

Pros and Cons

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.

Return on Investment

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

Key Insights

Do you think Totango delivers good value for the price?

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?

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.

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

Overall Satisfaction with Totango