Item: Totango
Rating: 9
Author: Bex Howell

Use Cases and Deployment Scope

We use Totango as a customer success solution to keep track of our customer's journey from sign-up to advocacy. Before Totango, we struggled to keep track of meaningful aspects of the client relationship, and Totango has provided us with a solution. Now we can easily manage a high-touch customer experience for clients at every stage of the customer journey.

Pros and Cons

Enables us to easily send and collect NPS & CSAT scores regularly.
Syncs with HubSpot to bring in updated client data and deals automatically.
Allows us to manage clients based on health score which is multi-dimensional.
I can log touch points directly in Totango from Gmail so easily..
As we improve and develop our non SaaS business client experience, Totango continues to develop more functionality that we can benefit from.

I'm still waiting for Touchpoint templates which will be a game changer.
Some of the functionality I feel you need more backend knowledge to utilize some as it involves more technical language; however, the tutorials are very helpful.
This could be a gap in my knowledge, but I'd like to see some more 'if, then' type functionality that includes sending a touchpoint automatically, for example.

Return on Investment

Definitely enables to improve overall client retention, our target is 97%, we're at 96%.
A significant contribution to our increasing client conversion from starter package to the subscribed client within the first 90 days or less.
ROI continues to increase with every new release from Totango, and it will ultimately become our primary source of truth for all customer data.

Alternatives Considered

I have not assessed others myself, but I had colleagues that did prior to committing to 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

Other Software Used

HubSpot CRM, Harvest, Trello

Likelihood to Recommend

Totango was developed for SaaS businesses, and I imagine it is most suited to those businesses. However, we have found it to be very effective for our business matching freelance virtual assistants with busy entrepreneurs, business owners, etc. Totango is adaptable, and whilst it won't be the perfect solution for every type of business, I believe that in time it will be a viable solution for any customer-focused service business.

The bomb in customer success software!

Overall Satisfaction with Totango