Totango

Totango

4.3
(96)
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By monitoring customer behavior and usage in applications – along with critical relationship data from CRM, billing, and other systems – Totango uncovers customer insights that help you understand which customers need your attention and why.

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Totango review by Peter H.
Peter H.
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"Know the interests of your clients"

What do you like best?

With Totango you can easily track the use of customers in real time, which is useful to get updated information on trends, interests and changes that have been made over time.

The visualization of the data obtained through this platform is simple, but at the same time very complete. You can obtain a large amount of relevant information by viewing reports from within the system, without having to waste hours reviewing several sections, it is all in one place well summarized.

What do you dislike?

Registering the interactions you make with customers is tedious, but at the same time it is extremely important, since then that information will be used to analyze the metrics and reports and obtain information that will improve the performance of the company. But, I think they could automate a bit the insertion of new interactions, to make it less laborious.

Recommendations to others considering the product:

The use that customers make of your software provides very relevant information for the creation of future business projects or new products, that is why I recommend Totango, since it helps you to review this information in detail.

What problems are you solving with the product? What benefits have you realized?

We can know first hand what the client is doing with our service, that is, what functions he is using most, where he is spending more time. All this information can be used later for the creation of new products and modification of current projects.

It is a very important aspect, because through this knowledge we obtain through this software we can make a more comprehensive attention to users and also better understand what they need at all times.

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Totango review by Shachar A.
Shachar A.
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"Great abilities to analyze your customers' trends, usage and health"

What do you like best?

Totango automatically captures 1 year of data, allowing you to easily see trends over time, comparison of periods and understand changes. In addition, using Totango we track our customers' usage in real time and are able to calculate Customer Health Score using multiple layers - trends, usage, performance etc. We have a good relationship with our CSM from Totango and support and product teams, which always open to hear suggestions and feedback.

What do you dislike?

The main disadvantage is Task Workflows, which is a bit basic. While you can trigger tasks based on tons of criteria (for example, drop in usage, no login, etc.) - the only 'action' is a task with a predefined due date. More advanced use-cases such as dependency between tasks or update fields from the task are not supported. In addition, many feature requests are pending for a while.

Recommendations to others considering the product

Totango is heading in the right direction. In the past few months, they released good and scalable functionalities, and I'm sure that they will keep on improving the current disadvantages of the product. With that being said, in order to decide if Totango is the right tool for you - you need to think of what are your priorities. If you're more interested in tracking usage, calculating health and analyze performance over time, and you can use only basic tasks management functionalities, Totango could be a good solution for you. If you have a bit more complex requirements and needs, you can find yourself investing additional resources to make them come true.

What business problems are you solving with the product? What benefits have you realized?

Our entire Customer Success group uses Totango on a daily basis, to understand accounts' usage and health. In addition, we are able to trigger campaigns based on lots of data points and criteria. We use Totango as a tool to calculate Customer Health Score, which is a priority in our organization.

What Customer Success solution do you use?

Thanks for letting us know!
Totango review by Jamie M.
Jamie M.
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"Keeping your finger on the pulse of your customers"

What do you like best?

Getting automated insights into what your customers are doing with your service. I can understand how our software service is being used by our clients, identify opportunities and risks. Communicate to your customers through campaigns that have an end goal, and develop success plays to drive actions to reach your goals. Totango is the best Customer Success platform in my opinion, as it gives you live usage data on your customers to help you truly understand how they use your software, and take action.

What do you dislike?

Logging all your customer interactions can be laborious, but it's not something you can get away from if you really want to get the most out of the system.

Recommendations to others considering the product:

It's the best platform for having realtime usage data of your customer's use of your products and services

What problems are you solving with the product? What benefits have you realized?

Understand the health of our customers, identify opportunities and risks within the account and keep continually engaged with the them to drive value.

Totango review by Jon  F.
Jon F.
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"Hands Down the BEST Customer Success Software on the Market "

What do you like best?

It's reporting capability and data visualization is fantastic. Everyone gravitates to the customer health score trend line. The UI is so good that it's easily adopted by CSMs. Zoe is a game changer for the entire company. It's really taking off. Anytime someone sees Totango, they ask, "How can I get a license?"

What do you dislike?

Nothing. Honestly. We had a couple of product enhancement requests and they were acted on within a few months.

Recommendations to others considering the product

We did an extensive evaluation of customer success software and Totango came out on top. Nearly a year into using it, we absolutely made the right decision.

What business problems are you solving with the product? What benefits have you realized?

Totango is at the center of our entire customer success program. Our CSMs love it. It helps them focus on the right customer at the right time and it easily displays their last contact and best next action. Leadership relies on Totango for the visualization of data in making key decisions. And all of our employees, from sales to marketing, product to finance, relies on the insightful, quick answers they find in Zoe (Slack-integrated AI tool).

Totango review by Kay D.
Kay D.
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"Phenomenal application for user engagement"

What do you like best?

Overall Totango is a solid application that should be a part of any SaaS CSM tech stack. The tool integrates excellently with any live production environment and then brings a wealth of usage data to your fingertips. However, this is hardly its most powerful feature. Totango's campaign system allows automated and personal engagement with users based on their usage behavior. That feature alone has significantly affected our user adoption within our customer base.

What do you dislike?

Unfortunately, Totango has limitations with pushing campaign, and task activity to the contact level in Salesforce. While it has a very comprehensive integration at the account level, we as an organization would benefit substantially from passing contact/user specific tasks to Salesforce.

What business problems are you solving with the product? What benefits have you realized?

We are solving a multi-faceted problem. Any SaaS company cares tremendously about their logo renewal, but logo renewal is a high level issue. At its core, we are addressing user adoption, encouraging frequent, and regular usage and in term ensuring a groundswell of power users to ensure happy customers. Totango's insights in customer usage in an accessible format make it valuable for CS leadership, Operations and Customer Marketing.

Totango review by Kevin L.
Kevin L.
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"Essential to our Support Process"

What do you like best?

I love the integration with our support tickets. Totango let's me quickly see who the customer is, what they have been doing and who they belong to on our team. It allows us to quickly see the in an outs of the account and solve their issues right away.

What do you dislike?

I wish we could customize the layout of the widget in our help tool, deciding which fields fit the most. I also wish we could set off campaigns to individual users without the need of creating user lists and tagging.

Recommendations to others considering the product:

This is a great tool for gathering the right data about your clients to help your team determine the best steps on a daily and weekly basis.

What problems are you solving with the product? What benefits have you realized?

Customer health, support troubleshooting, email campaigns for training and live product webinars. We have a much faster response time for our customers. We are also able to proactively reach out to our lower tier of clients to determine their needs.

Totango review by Nate R.
Nate R.
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"Great all-around platform for lifecycle and customer success management"

What do you like best?

- Simple and intuitive UI

- Robust Salesforce integration

- Comprehensive API

- Flexible and customizable metrics

- Developer-friendly

What do you dislike?

I wish there were logs/ better troubleshooting tools available for end users. For example, when updating an attribute via API, all that is available to the end user is the response code. Without context, it can be difficult to identify bugs.

Recommendations to others considering the product

- Ensure you have a good understanding of your data model. This should include your product AND business systems you plan to integrate with.

- Understand that this, like most analytics products, is not a tool that you implement once and forget about. If your company practices continuous deployment and/or releases new features, you will need to evolve your Totango implementation in parallel.

What business problems are you solving with the product? What benefits have you realized?

- Ensuring predictable and consistent renewals

- Capitalizing on growth opportunities

- Aligning multiple business units (Pre sales, post sales, product management, marketing)

Totango review by Janet P.
Janet P.
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"Simplifying the way I work "

What do you like best?

Totango has allowed me to analyze business in a way I have never had the ability to do before. The robust segmentation engine is by and far my favorite thing about Totango. To quickly slice and dice data and then promptly be able to share it with others and collaborate have opened my mind to new ideas that have allowed us to generate more revenue for the company. The staff at Totango is also world class- customers have access to the executive team, and they listen and are constantly looking for ways to evolve their product.

What do you dislike?

There are not things I dislike about Totango, but there is room for improvement when it comes to utilizing the revenue center. Being able to push out individual goals aside from company goals would be helpful, but not a negative impact on how we are running our business day to day.

Recommendations to others considering the product

If you or your company needs a great level of support, or if you are simply looking to partner with a company that listens to your needs and does everything they can to meet them, then Totango is the tool for you.

What business problems are you solving with the product? What benefits have you realized?

Totango is allowing me to try new methods to reduce and prevent churn with existing business, all while deploying new strategies with the tools provided to win-back customers through proactive, perfectly timed outreach methodology-at scale.

Totango review by Daniel G.
Daniel G.
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"Nice mid-market platform"

What do you like best?

Great internal automation allowing the users to create tasks based on events.

Nice campaign platform and easy to use segments and filters. Slack-bot integration is a nice add-on.

Good UI-UX experience.

What do you dislike?

Would love to have NPS support (surveying or fetching from a 3rd party tool and representation in the UI with trend analysis).

Adding customer surveying tools (forms, interactive surveys, etc.) will assist.

Some improvements should be made in reports and segments.

Recommendations to others considering the product:

You may need a dedicated internal technical resource to learn and manage the platform.

Start small, focus on main use-cases and define clear mutual Success Goals.

What problems are you solving with the product? What benefits have you realized?

Partially automating the CS workflow.

Allowing better visibility into our existing accounts and users.

Better time and resource management and a more structural workflow.

Totango review by Brendan K.
Brendan K.
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"Hands Down the Best Customer Success Management System"

What do you like best?

Totango is simultaneously intuitive and powerful with a robust set of monitoring features that provides visibility into customer data. Easily create and trigger campaigns that target user segments, track customer health and monitor response patterns, and customize how you measure success using an interface that's easy to learn and sustainable long-term.

What do you dislike?

There really aren't many complaints, but there is one observation: setting up Totango to track usage takes a little trial and error. Make sure you commit the time to learn the platform so that you're getting the most out of it. Totango's featureset is rich and once learned becomes second nature, but don't cut yourself short when setting up the platform -- it takes time, but it's well worth it.

Recommendations to others considering the product

If you're in the market for a system that helps you monitor customer usage patterns, you really don't need to look any further -- Totango has every feature you're going to need in order to implement a successful customer retention and experience program.

What business problems are you solving with the product? What benefits have you realized?

We needed a way to better understand how our customers were using our product. Using Totango's visualization tools and custom "Health" profiles. we were able to see from a 10,000' view how our product was serving their needs, which in turn helps us anticipate at-risk behaviors so we can execute effective recovery strategies. As a result of using Totango, we've been able to reduce customer churn across our accounts year over year and are better able to lead meaningful conversations with our customers about how they value our product.

Totango review by John Ryan S.
John Ryan S.
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"Great Partner"

What do you like best?

Their focus on success, accessibility of the CSM, Product Team, Technical Resources and Executive team coupled with a great product.

What do you dislike?

Totango works in an agile mode with a high velocity of improvements. However, it is difficult to get visibility into the timing of what is coming. This can be difficult where we have to make plans to prepare for the enhancements.

Their implementation Methodlogy (Circa 2017) was still focused on smaller companies but is maturing more towards an enterprise focused professional services organization.

Recommendations to others considering the product

CSM quality is critical, they are also newer to the enterprise space so your not getting a classic enterprise software vendor w/associated professional services. You are getting focus, dedication and commitment. You may need to bring the structure to the project though (project management, change management)

What business problems are you solving with the product? What benefits have you realized?

Primarily Churn/Risk Reduction out of the gate. (First 2 months of program reduced risk by 2.2MM)

There is a long list of next steps and additional projects we are working on.

Totango review by Chantz O.
Chantz O.
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"Easy to use and great support"

What do you like best?

The support is always great. Val is a champ. Anytime we make suggestions we see developments fairly quickly. The tool is clear and easy to use.

What do you dislike?

Why do I have to build a segment in order to pull a report. I wish reports were much more robust in the sense that I could pull whatever information I needed without first having to create a segment to report off of.

Recommendations to others considering the product

Make sure you set it up correctly from the get go. Think of everything you want to track and then continue to refine your health.

What business problems are you solving with the product? What benefits have you realized?

Customer health - Usage Tracking - Utilization of Features - Engagement Tracking - Renewals - SMB Vs Enterprise Strategies.

We have seen this tool be useful and now with a few changes we are going to be getting a lot more value. We have come to better understand what adoption looks like, what determines the "Health" of our accounts, Automation etc..

Totango review by Pat H.
Pat H.
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"VP, Client Success"

What do you like best?

Totango is a very collaborative partner. A lot of the feedback we have provided over the past 2 years has been addressed and built into their product. Integrating disparate systems with Totango is much easier then their competitors. Ease of use/adminstration, integration with Salesforce and other systems. We also have very strong support from our Totango CSM who helps manage our relationship and reconciles our needs with Totango's product strategy.

What do you dislike?

More flexible reporting is an area that can be improved on. I believe the next version of the system called "SPARK" will close some of the current gaps but we are not yet rolled out. We are in the beta.

What business problems are you solving with the product? What benefits have you realized?

Benefits = scale. Totango is the execution engine for our client success strategy. Totango automates our playbooks by tiers, 1:Many program, health profiling/scoring and predictive segmentation.

Totango review by Frank N.
Frank N.
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"Critical Element of Customer Success"

What do you like best?

Having Totango plugged into our SaaS platform has changed the game for us in Customer Success and Account Management. Its been a critical tool in providing a daily understanding of how our clients use and interact with our modules and functionality. Totango gives us insight into client adoption, use cases, and core feature usage, informing us which clients are at-risk and which are ready for expansion and growth.

What do you dislike?

More automation of the data into a presentation for QBRs would be helpful. UI can be slightly improved as there is a lot of info on one account page, however all of that data it is highly useful information.

What business problems are you solving with the product? What benefits have you realized?

We regularly turn the data we get from Totango into custom insights we deliver to clients, informing them on which teams are adopting our tool or which teams need may need more training. Insights that directly speak to the ROI of our platform. Totango has also helped with our Voice of the Customer as we can match our targeted use cases to Totango usage in support of new feature recommendations to product.

Totango review by Casey H.
Casey H.
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"Lots of Potential "

What do you like best?

I love that this can help us predict churn by looking at behavior on our platforms. I love that this can help us with onboarding by automating the process and providing a platform for a smoother transition.

What do you dislike?

I dislike that I am not able to have much control personally because I depend on too many other parties internally to provide access/set it up the way to optimize the product for our department--this isn't the fault of Totango though, it's just internal bureaucracy

Recommendations to others considering the product:

Just know going into it that it is a lot of setup and training on the front end but it will be very valuable going forward once it is set up and running and identifying risk factors for your clients.

What problems are you solving with the product? What benefits have you realized?

The biggest thing for my department is preventing churn. I really like that we are able to see red flags and proactively reach out to prevent churn.

Totango review by Kevin C.
Kevin C.
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"Significant potential not yet fully realized"

What do you like best?

The platform is relatively easy to configure, and in walking through the various configuration options your eyes are opened to different ways of thinking about how to structure customer success. Once you have the right data in the platform, creating automation rules is straightforward.

What do you dislike?

I don't feel we received sufficient guidance regarding usage and user data import. Our tech team implemented usage data one way as opposed to another. It took some investigative work on our part to conclude that this would preclude us from using many of Totango's features. Discovering the problem and working through it with the Totango team was painful. I would have expected stronger guidance, especially since we had provided a comprehensive requirements document during the sales process.

Recommendations to others considering the product:

Complete a proof of concept implementation before signing up for a paid subscription. I regret not doing this, as it would have highlighted gaps in Totango as well as in our own readiness.

What problems are you solving with the product? What benefits have you realized?

We bought Totango to achieve two goals: first, programmatically calculate account health to focus our team on accounts most at risk; and second, detect critical customer events (largely in-product actions) on which our team should take action. We're still in the early stages of achieving these goals. Totango could have done more to accelerate our progress, but it's largely on us to be more prepared from a data and process perspective. I'm optimistic the value we're receiving will continue to increase.

Totango review by Jason H.
Jason H.
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"Can't imagine work without it"

What do you like best?

Building compelling stories to tell our customers during our business reviews.

Our Account Management and Customer Success teams use the Account Profile to gain insight into module usage, users, trends, and overall health

We've also had success with building Account Segments and Reports to benchmark like-customers.

What do you dislike?

After about 3 years of using the product, our company came to the realization that the data could be better. No fault of Totango, but it made us take a hard look at what we were putting in, and what we were getting out. After working with Totango to revamp our deployment, we are very satisfied.

Recommendations to others considering the product:

Think about what you actually need in a customer success platform. Our company uses SalesForce as the system of record, and this system compliments it very well.

What problems are you solving with the product? What benefits have you realized?

Increase the number of licenses within existing accounts

Reducing churn

Selling professional services

Totango review by Donna  M.
Donna M.
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"Customer Health Masters"

What do you like best?

Totango is a leading Customer Success Platform that has provided a robust, actionable, dynamic picture of our customers' engagement with our software. The software is easy to use and enables a comprehensive actionable snapshot of our customers' experience through the customer journey resulting in executable success plans and plays.

What do you dislike?

I don't have any constructive feedback at this point, however, I'm not privy to the costs but I trust it's a price point that most companies can easily calculate the ROI for retaining customers.

What business problems are you solving with the product? What benefits have you realized?

We want to address and get ahead of customer churn in the B2B SaaS market. Our priority is to deliver a valuable product to our customers and make sure we are delivering the highest customer service and support. We are reducing churn with the help of Totango and the company has provided a valuable framework for a top tier 'Customer Success' culture.

Totango review by Administrator
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"Customer Success Management a Breeze with Totango!"

What do you like best?

I love Totango for a few main reasons: The ability to track customer health, the ability to build automation and trigger based plays and campaigns, and overall the insights it gives me into the customer lifecycle!

I also enjoy the Review center and the trigger based campaigns that we can set based on the behaviour of users on our platform - great to track dropoff and engagement of clients

What do you dislike?

Totango's reporting fucntion could be beefed out a little further - it was only recently they added Spark (which is great!) but would love to see them continue to drive reporting and upsell insights

Recommendations to others considering the product:

Love Totango for the insights that it gives! For those who are looking to build a scalable, repeatable Onboarding or Expansion model - Totango is the right solution for you.

I especially love the Revenue Centre. Imagine having an AI tool do the predictions of the who to upsell to and when? Additionally, the scorecard section gives my executives the ability to get insights into the business.

What problems are you solving with the product? What benefits have you realized?

The main business problem we are looking to solve is tracking customer engagement and setup with the platform.

Totango review by User
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"Totango is a vital CSM tool"

What do you like best?

I like that I can get assigned tasks automated based on criteria that I defined myself, the SuccessPlay is a very powerful feature. Totango allows me to keep track very easily of my customer base and to understand areas of focus. It's helping me to achieve my goals.

We can also gather limitless information about our customers thanks to the customizable attributes.

The health score gives an immeditate view of which customes to focus on.

What do you dislike?

The data being pulled from our cloud platform to Totango is sometimes not accurate, hence I often get wrong information that is outdated. Not sure this problem is caused by totango though :)

I dislike the fact that you cant build an account+user segment in the same segment, that's annoying for me.

Recommendations to others considering the product:

If you have a SaaS company and needs to keep track of your customer interaction, this is a perfect tool.

What problems are you solving with the product? What benefits have you realized?

I'm easing the customer onboarding process and reducing our churn rate. I'm increasing our customer satisfaction as well.

Totango review by Administrator
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"Showing Promise, But A Little Ways to Go"

What do you like best?

The health and automation aspects are wonderful. The ease of being able to automate tasks for our team, based on attributes of an account (and actions the account has taken), is quite easy and brings us great value.

What do you dislike?

The platform has a ways to go in terms of flexibility. They are lacking in the ability to build reports that are perfectly tailored to what you are looking for (logic issues), and a lack of oversight from a management perspective.

Recommendations to others considering the product:

Totango can be a very powerful software, when used in conjunction with a CRM such as Salesforce. As a standalone product, it can be tough to have oversight over a team. However, Totango can be very helpful in keeping your CS team on the right path of following the processes.

What problems are you solving with the product? What benefits have you realized?

We have more insights than ever into how our clients are using the platform, which has given us the ability to understand what drives our best customers.

Totango review by Executive Sponsor in Information Technology and Services
Executive Sponsor in Information Technology and Services
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"Totango usage analytics and campaigns drive our Customer Journey"

What do you like best?

Totango's usage analytics depth and UI are among the strongest in the industry. Adoption of course is key in SaaS, and Totango's health scores and deeper analytics help define our customer maturity and journey. Campaigns has also been a big game changer for us to consistently reach our low touch accounts as well as our strategic accounts to drive proactive interest around new features, usage, trainings, etc.

What do you dislike?

Some minor problems around product stability and UI every now and then, but not a truly significant impact on our business.

Recommendations to others considering the product:

When setting up analytics metrics, define what analytics mean for business success on your platform. That way when you leverage analytics, the results mean something after using other Totango features.

What problems are you solving with the product? What benefits have you realized?

Visibility into usage helps us understand on-going customer risk/opportunity

Usage and campaigns have helped scale our process to be proactive and strategic with our customer base.

Totango review by Evyatar S.
Evyatar S.
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"Successfully implemented Totango for Customer Success organization"

What do you like best?

Totango helped me not onlyto mange the team day to day task, but to support my engagement model, and automate our processes. with that, my management ha a full visibility to the customer health.

Besided technology, Totango has a great team that is supporting all my need with a high level of professionalism.

What do you dislike?

I would like to see more features around health profiles

Recommendations to others considering the product:

System is very easy to use, and very flexible.

Comparing to competores, Totango has much better technical support, and are able to connect to any data source. (not only Sales Force)

What problems are you solving with the product? What benefits have you realized?

Measure customer health

Track team productivity

Scaling coverage by automating processes, as call for actions when our systems indicates technical issues or usage drop

Totango review by Rachel D.
Rachel D.
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"Passionate about customers, thrilled to use Totango"

What do you like best?

I like how easy it is to pull data about my users and accounts. Previously, I would have to go into 14 different sites, pull data that frequently had errors, and accumulate it myself. Now, all I do is go in and setup a query and in a couple clicks have all that data at my fingertips. Now, I can focus more of my time on what it says versus trying to develop it.

What do you dislike?

I want less restrictions on USER data. The more successful certain user groups are, the less risky my renewal conversation or proving value will be.

Recommendations to others considering the product:

Make sure you have executive level sponsorship internally to ensure adoption, not only of Totango but more holistically on the emphasis the customer plays in your organization. If you don't have a customer-centric culture already, the access and quality of data you get from Totango may help move the needle, but that executive sponsor is key.

What problems are you solving with the product? What benefits have you realized?

I had 2 goals- make our client conversations more proactive and inform our product group on what's used in the app for prioritizing our roadmap. We have started a QBR process w/ clients and are already seeing improved quality of conversation and access to other data sets to help them have their internal value conversation. My product team is my biggest supporter, and most engaged with the data. Their use is spreading, so I am realizing greater benefits from my use of Totango than I set out to achieve already.

Totango review by Greg W.
Greg W.
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"Powerful tool with a good UI!"

What do you like best?

Overall great tool that allows my team to manage their accounts - is useful both for high volume CSMs with 200+ accounts as well as high touch CSMs with <25 accounts. It's useful to help the team know when to reach out based on health scores or triggered actions, but is also great because it gives autonomy to the CS team to send out automated email campaigns to customers using their campaigns feature.

What do you dislike?

Occasionally bugs here & there, but this is expected as it's a growing company! Reporting could be slightly more robust (think salesforce reporting) - would love to use this to do CSM activity dashboards, IE, calls made, emails, etc.

What problems are you solving with the product? What benefits have you realized?

We're using Totango to manage and scale the CSM team, understand activity within our accounts, and send out automated or semi-automated emails to our existing customers. It's even useful for our sales team to understand the health of a sales prospect who is trialing our product.

Totango review by Administrator
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"Good tool for dedicated customer success teams "

What do you like best?

- Ability to build custom segments on the fly of customers and users. You can filter by user actions, customer information, etc. to get unique segments which can be actioned through other features like alerts and triggers

- Integration with lots of other business tools we use which gives us a full view of the customer/user base (we use Salesforce / Totango / Marketo so others may need to investigate)

- Easy to use interface

What do you dislike?

- Involves a decent chunk of effort upfront and ongoing from team members to get the most out of it (e.g. logging all user actions, creating segments and triggers, etc.)

-Can be slightly pricey depending on size of business

Recommendations to others considering the product

Totango is a good tool as long as you have the resource to:

-Implement it properly and maintain it (i.e. log existing and future user actions)

-Use the insights to the benefit of the business e.g. contacting at risk customers, creating and managing alerts/triggers, etc.

What business problems are you solving with the product? What benefits have you realized?

-Measuring the "health" of our current customer base

-Identifying at-risk customers to help avoid customer churn

-Measuring feature adoption of features (can help measure return of investment in building something)

Totango review by Paul P.
Paul P.
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"Great Experience"

What do you like best?

Easy product to implement. I appreciate the Totango team to work through our implementation. The team stepped up met our requirements and quickly implemented our instance. They made the difference.

What do you dislike?

We were challenged with a few of our integrations. We eventually found a workaround that is not optimal but made it work.

Recommendations to others considering the product:

Develop your CS processes before establishing a tool. The CS process will help with your success of Totango or any CS tools.

What problems are you solving with the product? What benefits have you realized?

Operation effectiveness of the CS organization. CS measurments, Cross-team account communication, process improvement that lead up to decreased churn and increased revenue.

We are achieving our goals and measuring the processes that and leading to success.

Totango review by Administrator
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"Great software that unlocks solid customer success insights"

What do you like best?

Totango is easy to use and has a great UI. It's worth it to take the time up front to get your data cleaned up and get the system configured so you can scale it as your company grows. Segments and SuccessFlows can really help promote proactive nurturing and risk identification in your customer base.

What do you dislike?

It is important to take time up front to configure the system and think through your customer journey. The onboarding process can be challenging for this purpose but the team is always friendly and ready to answer my questions.

Recommendations to others considering the product:

Take the time up front to be thoughtful about your configuration or health scores and customer profiles.

What problems are you solving with the product? What benefits have you realized?

Initially we were simply trying to better understand how our customers were using our system. A few years in we are also using the system to get better alerts regarding risks and opportunities in our customer base so that we can reduce churn and increase revenue through expansion opportunities.

Totango review by Michelle C.
Michelle C.
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"These insights keep my team on top of customer success"

What do you like best?

I use Totango on a daily basis. I really appreciate how intuitive the design is. Account plans are easy to create and manage. This is the best data solution that I've used to manage customer health.

What do you dislike?

I do not have any complaints. The Totango team is always responsive and helpful.

What problems are you solving with the product? What benefits have you realized?

I'm able to quickly search for a company and get a good overview of the account health and usage, this is so important for answering questions on the fly. I also utilize touchpoints quite a bit to track my customer interactions. I answer a high volume of questions, this helps me to stay organized and plan my next steps

Totango review by Administrator in Computer Software
Administrator in Computer Software
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"Works well, releases new features frequently, room for improvement"

What do you like best?

For the most part it’s reliable, it syncs well with Salesforce, and gives me good visibility into my customers. I log my touch points and can automate campaigns to email them automatically based on health or other criteria.

What do you dislike?

They develop new products that I usually don’t need, their support is often slow but in general is okay. Some basic functionality like making reports easy to create and email are quite limited.

Recommendations to others considering the product

Their mobile app is very poor and limited, and there is no iPad app. You can’t do much on it. If there’s a feature you must have and they don’t have it, make sure to drive that as a requirement before purchasing or it may take a very long time to develop.

What business problems are you solving with the product? What benefits have you realized?

Visibility into our customers health, and company visibility into our touchpoints. Sharing escalations, automating campaigns, triggers alerting us of certain activities or usage. For the most part it works well and it’s less expensive than many competitors.

Totango review by Andersen Y.
Andersen Y.
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"Great CX Tool for Scale"

What do you like best?

I like that our engineers and data team have been able to pipe solid data into Totango that we can then act on.

What do you dislike?

The campaign feature is one of my favorite features, but I do wish we could write custom HTML code.

Recommendations to others considering the product:

I think Totango has a lot of great tools for folks in the CX space. However, the success of this tool is also dependent on the data that you're able to pipe into it. I think you're definitely going to need to leverage you our data and engineering team to make sure all the right data sources are used. The fact that you can also then integrate with Salesforce is pretty good to.

What problems are you solving with the product? What benefits have you realized?

Customer experience at scale. Triggered automated tasks based on data to make better and more informed decisions.

Totango review by Katie Y.
Katie Y.
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"Utlizing Totango to Work Smarter and help our customers be succcesful"

What do you like best?

After 17 years of having multiple sources I had to go to to get data and pull together some type of analysis on our customers it has been unbelievably advantageous to use a system where everything is brought together in one place. The ability to pull data, analyze that data, and then create action for our reps in the form of one consistent communication has positively impacted our productivity and revenue.

With their recent addition of "smart data" we can put data pertinent to the directions we are giving our reps so they literally can get everything they need in that one communication and can just go.

I like that they are a company that practices what they preach. In my interactions with their engineers and the customer success manager assigned to my account I very much feel as though they are vested in making sure we are successful using their system. On more than one occasion I have seen them take customer feedback and add product improvements to their roadmap to get those rolled out very quickly. It is also great that their systems works relatively well with Salesforce.

Really appreciate that they just added the ability for executed campagins to be included in coverage of accounts as that is really important for us with our tech-touch customers.

What do you dislike?

I hope they continue to expand their footprint to the east. Working on EST and having them on PST can sometimes be a challenge. I wouls like to see their report module and executive console be a bit more intuitive.

What business problems are you solving with the product? What benefits have you realized?

We are trying to ensure our customers are succcessful using our products so they come back and use us again and/or try a different product we have that can also help them. We needed a system that can proactively help us identify health on our products so we can maintain, upsell, crossell our customers and easily give our sales reps direction.

Benefits so far:

Ability to have customer health on thousands of accounts. The fact that the totango system can health on several products and then role it up into one health score is key.

Ability to pull together a segment of data, analyze it, and take action through a success play and then subsequently have tracking that also gets copied into SF

Ability to send rep driven campaigns to our customes with consistent messaging that we hope is relavent to them has ben key. No longer are our reps needing to do this on their own. Really big productivity win.

Totango review by Johnny R.
Johnny R.
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"Valuable Data with an Easy UI"

What do you like best?

Understanding how our product is being used and being able to quantify it using Totango is game-changer from an Account Management perspective. My favorite overall feature is the UI, making it easy to find the data I need in a pinch, and create reports for my team members

What do you dislike?

On the segmentation front, it would be helpful to have more filtering options in order to make custom reports that I'll need to refer back to for my 1:1s with the account team.

Recommendations to others considering the product

Using the data from Totango we were able to develop a classification of our customers based on usage that has been adopted company-wide. Furthermore, we have built goals for our account managers solely using Totango data, that we wouldn't have otherwise. I would recommend thinking creatively about the best ways to use the data, and standardize it across your organization.

What business problems are you solving with the product? What benefits have you realized?

I now have valuable insight into the health of an account based on their overall usage of our product. I can now tailor my approach to contract renewal discussions knowing ahead of time how engaged they are with the product

Totango review by Administrator in Computer Software
Administrator in Computer Software
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"Great tool for combining product and business data, with product & team maturity needed. "

What do you like best?

I love that we are able score, segment, and report on our customers using data from the business side (contracts and business data housed in our CRM) married with product and usage data from our multiple products.

What do you dislike?

Totango has proved difficult to integrate with our CRM's intricate setup, and the support team is not as available as we've needed to remedy the many problems that have come up. I really have to fight to get our support issues the attention they need.

Recommendations to others considering the product:

Be sure you have someone who has 10-20 hours a week to implement and be the admin for Totango.

What problems are you solving with the product? What benefits have you realized?

We are able to segment our customers, rank their health, create actionable tasks for them, and monitor the hierarchical structure of our customers. This is invaluable.

Totango review by Administrator
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"Additional Insights Helping Our Business"

What do you like best?

The ability to combine usage data from our user base and internal attributes has jumped us to the next level of Customer Success. Previously, our CSMs would have to use a report to manually take actions on accounts, and without knowing if the client was taking specific actions on the product, but with Totango, this is all automated.

What do you dislike?

As with most growing software, there are bugs from time to time, or features that are lacking. However, they do a decent job of resolving those issues in a timely manner.

What business problems are you solving with the product? What benefits have you realized?

Our ability to proactively attack potential risky accounts has dramatically increased. Our team no longer needs to source data, but can rely on tasks being automatically created for them to take action on, based on specific usage factors.

Totango review by David E.
David E.
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"Great Platform for Proactive outreach"

What do you like best?

I love the measurement tools. It's hard to figure out correct utilization (what assets customers are using or not using in your platform). Totango has great tools to grade your customers utilization, and you can set up success plays to notify when measurements are dropping. This allows you to proactively reach out and help drive those metrics up. This is hardest part of customer success proactive outreach. Totango gives you the tools for this outreach.

What do you dislike?

Nothing I really dislike, I would just be weary about how many alerts you set up, if you set up to many you can get inundated with alerts, but this is something you set up.

Recommendations to others considering the product:

It is what you put into it. Make sure you have relevant data and make sure you put the time in to correctly implement it.

What problems are you solving with the product? What benefits have you realized?

Proactive outreach. Most customer success managers work re actively. To ensure adoption and a happy client it is vital now a days for a proactive outreach. Totango's platform solves this problem very effectively.

Totango review by Ken A.
Ken A.
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"Great tool bringing customer success to a new level"

What do you like best?

Tasks and success plays based on segmentable account data. Ability to leave notes with attached metadata that propagates back to our CRM.

What do you dislike?

Currently doesn't look back to set up specific segments

What problems are you solving with the product? What benefits have you realized?

Diverse customer base with data living on disparate systems (our homegrown CRM, Zendesk and our SaaS software the customer is using). How do you use all the information you have about a customer and how they use our product to target them with education plays, retention plays, upsell plays in an semi-automated fashion. Given we have thousands of customers, we can't possibly touch all of them in a fashion that suits their immediate need. This tool allows us to do just that.

Totango review by Paul P.
Paul P.
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"A positive experience "

What do you like best?

The way the Totango team rallied to onboard my company. CS workflow and the flexibility of the process.

What do you dislike?

Integration limitations. Had a few initial challenges. We eventually found a work around

Recommendations to others considering the product:

The team has been highly responsive and the product was easy to set up. Once our teams aligned on processes we were able to get the product up and running

What problems are you solving with the product? What benefits have you realized?

Churn & Expansion in a high touch model. Also monitoring CS process and workflow. CS measurements and reporting to leadership.

Totango review by Katie N.
Katie N.
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"Cool features, but expensive"

What do you like best?

Great features for tracking product usage down to the individual user level, collecting account metrics in one place, and setting up data for CSM teams

What do you dislike?

We had difficulties with implementation (not really the product's fault!) but without the integration to our product, it wasn't very useful. Expensive tool, and the best features (email campaigns) are an upcharge

Recommendations to others considering the product:

Make sure you have the power on your end to back it up. It will be a tech investment to get it running at a level where the cost is really justifiable.

What problems are you solving with the product? What benefits have you realized?

We are no longer using Totango because we didn't end up realizing the value we should have - but again, that's partly our fault for not being able to get the integration done correctly. Having one clear view of the customer, automated alerts, and automated campaigns for CSMs was (or would have been) really the value.

Totango review by Grace P.
Grace P.
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"Super efficient and clean Customer Success software"

What do you like best?

I love the ability to manage all clients in one place. I can easily see what my tasks are for the day, what tasks I've completed for each client, and what tasks I have coming up in the future. Segments and reports are super easy to run and campaigns make it very easy to automate parts of the customer success process.

What do you dislike?

Lack of integrations with other softwares.

What problems are you solving with the product? What benefits have you realized?

At the peak I managed over 250 accounts so Totango helped me stay organized, be efficient, and see all my clients in one place.

Totango review by Noah R.
Noah R.
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"Impactful insights and streamlined customer success"

What do you like best?

The insights provided into our customer base and the ability to manage the workflows of our CS team.

What do you dislike?

Hierarchy rollups are still a bit imperfect. Would like broader capabilities through Campaigns - the ability to send follow-ups based on opens, unopens, engagement, etc. Would like more flexibility with reporting on task completion, but Spark has take a huge step in that direction.

What problems are you solving with the product? What benefits have you realized?

Managing a large book of business with a relatively small team. Totango has helped us prioritize activities through customer segmentation, risk identification, health and otherwise.

Totango review by Administrator in E-Learning
Administrator in E-Learning
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"Best in class"

What do you like best?

Easy to set up health metrics

Email campaigns with included goals and statistics in relation to them

Account segmentation

What do you dislike?

Various minor bugs and glitches

Inability to remove accounts/users yourself

Revenue center is still very basic

What problems are you solving with the product? What benefits have you realized?

Totango is currenlty being used by the entire organization in order to track our customers' engagement with the product, their general health, as well as to segment our customer base, keep track of the current and past MRR and revenue/other cost metrics, and finally as a platform that facilitates email campaigns.

Totango excels in account/user segmentation; its campaign module is also very reliable and useful. It is intuitive to use and easy to set up. Its revenue center is not currently as useful. The current integration with Salesforce was both very easy to achieve and has provided us with a great insight to our product process.

Totango review by Jordan S.
Jordan S.
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"Best CS Platform"

What do you like best?

Totango has completely changed our customer success team and strategy. We went from an excel to Totango and have not looked back since.

What do you dislike?

Overall Totango is great. Two dislikes:

1) Difficult to set up

2) Modular based pricing means we do not get access to everything we need

What problems are you solving with the product? What benefits have you realized?

Totango helps us scale up our customer success team.

When I first joined 2 years ago we had 30 customers in North America. Totango has allowed us to go to over 300 with ease.

Totango review by Ronen S.
Ronen S.
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"Awesome Product"

What do you like best?

The abilit to measure customers Health, great visability to how our customers use the product.

What do you dislike?

There is nothing. Similar to any tool, there is wok that you need to do as well internally for example define KPIs and what are the parameters that define healthy vs. unhealthy customer.

What problems are you solving with the product? What benefits have you realized?

It allow us to track the health of our customers, overall help with improving customers retention (i.e. reducing Churn).

Totango review by User in Internet
User in Internet
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"Research the methodology before you buy. "

What do you like best?

Totango has a really clean interface, and is fairly easy to use. They have a great support/CSM team that really seems to care about you success.

I think most people will enjoy using the tool and working with their team.

What do you dislike?

Totango seems limited in really odd ways. It's hard to think of everything, but they are really against using tags for some reason.

Also, there doesn't seem to be a lot of rhythm or reason to whether sorting options are available on the user level, account level or when adding columns.

Keep in mind, none of this keeps us from getting the jobs done, I just don't think these limitations are helping anyone.

Also, I would like to see a massive overhaul of the email functionality. Currently, it's terrible.

Recommendations to others considering the product:

Do deep deep research. The quirks and limitations can really bite you in the butt... Also keep in mind that most automations are email focused, and not call focused. This can cause issues.

Also keep in mind that all touch points are created equal, and really don't say much about a user's satisfaction.

What problems are you solving with the product? What benefits have you realized?

Helping to track user health, engage users, upsell to new licenses and delight customers. We use health on pretty much every report and metric. It feed to SFDC and we base all CS strategies on these metrics.

Totango review by Anthony E.
Anthony E.
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"Great product in an exciting space"

What do you like best?

I like how easy the interface is to use. It's simple to train my team and ensure they are leveraging the system. I also like how easy it is to integrate many different systems into one platform to measure your customers' performance.

What do you dislike?

The rigidness of some areas of the system can sometimes be limited. As an example, some of the custom metrics However, They are making many changes and additions to help enhance the flexibility

Recommendations to others considering the product:

Great platform for scaling a customer success team

What problems are you solving with the product? What benefits have you realized?

I am solving the global scalability of a customer success team.

Totango review by Michelle H.
Michelle H.
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"Great Product, Excellent Service"

What do you like best?

Totango meets our needs for managing our Customers to Success

What do you dislike?

There are a few limitations for hierarchy in the product, but nothing we cannot work around

Recommendations to others considering the product:

If you are looking for a robust Customer Success tool, you are choosing the right product!

What problems are you solving with the product? What benefits have you realized?

We can see our customer data and manage to their usage, which we were not able to do in the past through our product

Totango review by Executive Sponsor in Information Technology and Services
Executive Sponsor in Information Technology and Services
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"We just went live with the software"

What do you like best?

Very well thought out. Easy to understand. Not over designed.

1. Capture all the data elements that will be used

2. make sense of the data

3. Act on the data

People. Everyone I have met care about the customer and participate in our success

What do you dislike?

I am new to the software but there is nothing that I don't like thus far.

Recommendations to others considering the product:

It is a very well thought out and designed product. I'd recommend everyone to read Guy's (CEO of Totango) book on customer success. He has translated all that knowledge acquired over the years into a tool that is practical, easy to use and intuitive. It is not over designed. I do not get lost in the software.

What problems are you solving with the product? What benefits have you realized?

1. Consolidate data fro 10s of different data sources

2. I know understand what is going on with the business

Totango review by User in Computer Software
User in Computer Software
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"Gives A lot of Insight into customer behavior - easy to use"

What do you like best?

It gives a lot of insight into customer behavior and allows me to easily setup reports or run predictions.

What do you dislike?

I wish that I could more easily synch all of our email activity to totango. Also one has to update tasks in real time, so If I forget to log something I did yesterday, it gets logged as today - but I guess this is a good motivator not to forget to log calls.

Recommendations to others considering the product

Be prepared to learn a lot and keep implementing throughout the first year.

What business problems are you solving with the product? What benefits have you realized?

It gives a lot of insight into customer behavior and allows me to easily setup reports or run predictions.

Totango review by Executive Sponsor
Executive Sponsor
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"Critical Foundation to putting Customers at the Center of everything you do, think and breathe!"

What do you like best?

Consistent view of customers and relevant standard metrics while also having the ability to analyze data and customer KPIs to deploy specific workflow actions / messages to the right customers, at the right time based on standard define-able measures.

What do you dislike?

I wouldn't say dislike, however I believe there is significant room to grow and scale administratively in configuration maintenance as well as sophistication in supporting more enterprise complex workflow rules.

What problems are you solving with the product? What benefits have you realized?

Drive consistent Customer 360 view and truly know our customers, turn insights into meaningful actions and engagement at the right time on the right topic and improve customer experience in our overall customer success & engagement methodology. We launched 3 weeks ago and will be happy to share the benefits realized in the future.

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