Wonderful for managing all books of business!
December 20, 2022

Wonderful for managing all books of business!

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

Overall Satisfaction with Totango

Totango helps organizations with information accessibility challenges. It is user-friendly and allows all teams with user access to get up to speed with their customer accounts with a few clicks. I stay on top of my customer interactions by tracking tasks, capturing links to CSPs and customer initiatives, and following up on pertinent touchpoint action items. The info is easy to find and gives a high-level overview of my book of business and detailed info on particular accounts that need a little more love.
  • Allows for ease of monitoring and taking action when necessary.
  • Provides the ability to organize customer timelines and filter events by category.
  • Notifications for tasks to aid in the CSM daily workflow.
  • Leaders can access a quick snapshot of the team portfolios and identify at-risk situations.
  • I would love to see certain touchpoints and other action items updated in real time. It is difficult to keep up with what I have taken care of and what is still open without keeping notes on my actions on heavy admin days.
  • Better customer retention through capturing adoption metrics
  • Allows us to turn customer information into actions

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?

I wasn't involved with the selection/purchase process

Did implementation of Totango go as expected?

I wasn't involved with the implementation phase

Would you buy Totango again?

Yes

Totango can be customized for each organization to get what they need from the platform. The information captured is great for any player in the account. CSMs can get a quick list of actions necessary on accounts or go back to review notes, Account Managers can pop in and grab a quick assessment of their accounts and easily find links to CSPs or stored contact information for a new executive that was introduced, and leaders can get a high-level overview of the entire team's accounts to see any outliers or squeaky wheels that may need attention on a grander scale. While they might not be perfectly suited for a small book of business or enterprise accounts, campaigns can be created to send information to a large number of accounts that might benefit from a new feature or simply communicate to customers on a larger scale. All in all, it is a wonderful tool to aid in maintaining healthy and successful relationships with your customers no matter how large or small your teams book of business is.

Totango Feature Ratings

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