Totango Reviews & Product Details

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 has a full visibility to the customer health.

I integrated automation between our product and Totango, this helped me to identify on real time opportunities, risks, and increased my team efficiency.

Besides the great technology, Totango has a great team that is supporting all my need with a high level of professionalism. Review collected by and hosted on G2.com.

I know it's coming, need to have better ways to create reports on tasks and touchpoints Review collected by and hosted on G2.com.

Totango is very user friendly from a CSM leader, manager and a Salesforce Admin angle. It provides the user analytics, day to day user reports and health scores we need. As a Salesforce Admin, I need an App that is simple to deploy, maintain + easy to get data from and that will stay connected Totango hits all those buttons. Review collected by and hosted on G2.com.

The list of files is not organized, which at times gets very long and is not truly organized. I wish it could be set up to how I would like it-- collapse the ones I would likely never export but then my "favorites" are available at a glance/click to export. This is not a big deal at all.. just a preference issue - nothing else to really complain about. Review collected by and hosted on G2.com.

Totango offers a comprehensive customer journey mapping and success planning interface for all phases of the client lifecycle - from acquisition and onboarding, through adoption and value actualization with growth and renewal. Visibility, segmentation, and executive reporting are tremendous strong-suits for this platform, as is individual contributor planning and task-tracking. Review collected by and hosted on G2.com.

The user interface, and its associated terminology, is not typical to the Customer Success industry, and use of some phraseology (such as "Success Plays," or "SuccessBlocs") is very application-specific. There is a slight learning curve, vs. users who are more comfortable with Salesforce or other Customer Success platforms, but once mastered, this language becomes second-nature (and may even permeate your own Customer Success platform). Review collected by and hosted on G2.com.

We have been able to consolidate all of our data points from different systems into one source of truth and have actionable insights for our CSMs to better our client's health. Management has higher visibility into client's health and holds higher accountability for our CSM team. Configuring this platform has forced our team to be more proactive in understanding our client's health. Review collected by and hosted on G2.com.

So far, we are working on User Adoption. We had an aggressive timeline to go-live and as we continue to build the platform up, we need to be able to show value to our CSM team to continue to use it. Many of the negatives have been on our own side where we have not been able to obtain our own data or pull it correctly. Review collected by and hosted on G2.com.

I love that all of my accounts are stored in one spot. It's extremely easy to see all of the data for all of my accounts in one tool. It's also great that Totango and Salesforce sync with each other. You can easily customize what data you'd like to see and set rules for when the data is pulled. It is a really great way to keep all of your accounts organized and track activities within those accounts. There is a nice graph on the right side of your home page that tracks how your accounts are doing in real time. The graph is also a link to see what accounts are contributing to the health in each category. The technical support has been great and they have even jumped on a video call to help walk us through the training. The customer service has been excellent and they are always available and willing to help! Review collected by and hosted on G2.com.

The only thing I dislike so far is that my company doesn't have all of the syncs aren't activated, yet. This isn't an issue with Totango, though. I'm still getting used to assigning tasks and setting segments for my accounts, so I don't have a ton of feedback yet. Review collected by and hosted on G2.com.

Ability to track outreach, send email campaigns, and create health dashboards. I can quickly go to saved segments or create email alerts on particular areas of the client's health that I want to monitor.

Creating user and client segments is easy, and you can pull in so many various data points to customize exactly what you want to see.

The health dashboards are so useful to take a look day to day at client help and be able to be proactive in both calling out successes and acting on red flags.

Scorecards! Helpful to keep track of goals. Review collected by and hosted on G2.com.

wish there was more integration with tools like salesforce. I wish there was the ability to have a dashboard homepage each time I log in.

The Notifications page when I log in - I would rather see a snapshot of health at the top.

When you get logged out - it doesn't kick you back to the login page, it just won't bring up accounts when you search, I wish you would just get kicked out. Review collected by and hosted on G2.com.

The ability to quickly generate success plays and reports to view the health of accounts I work with. The ability for the tool to be able to integrate with multiple data sets and be able to be a single source for the data pertinent for me to help grow accounts. Review collected by and hosted on G2.com.

While I like the ability to add touchpoints by taking advantage of the BCC, this makes that touchpoint automation automatically use the same success flow that was used for the previous touchpoint for that account (which may or may not be accurate). Being able to control successflows while using BCC touchpoints would be a game changer! Review collected by and hosted on G2.com.

Totango is incredible! Love how it integrates with Salesforce and helps me see day to day metrics related to my customers health. Its everything you want in one place - a place to log call notes, touch points, account history, attachments, internal notes, external notes - and integrates with your gmail as well. It has so many great features that monitor customer health and their journey which makes it so much easier as a Success Professional to do my job. I'd absolutely recommend. Review collected by and hosted on G2.com.

It would be great if the tool was configured to push information back to Salesforce - IE change of account ownership, account manager, etc. Right now, its only set up to go 1-way for that level of changing. I'd also like it if contacts could be added directly in Totango and it would sync back to contacts in Salesforce. Review collected by and hosted on G2.com.

Totango hierarchy capabilities enable us to roll-up data at various levels to get a full picture of the products subscribed to and what line of business they are associated with. Review collected by and hosted on G2.com.

Totango is constantly adding new features which is great; however, the support on implementing the new capabilities has been a bit light. We don't feel like we are taking full advantage of what's available and can get confused when menu items are moved around. Review collected by and hosted on G2.com.

1. Quick support and good user documentation. It is easy to get value quickly if you just poke around.

2. They offered a free "full" version of the application to get me started. This is the only CS tool that does this to my knowledge.

3. They have great workflow and process automation capacity using SuccessPlays which is dead easy to set-up.

4. Data modeler module where you can define any attribute you like. Combined with a powerful API gives this solution the potential to act as a MASTER of all your customer master data which you can setup feeding all the other systems you might have that also require some customer master data Review collected by and hosted on G2.com.

Few native ready integrations. Luckily the API is good and with some work you can make most things work if you have the resources for that. Their onboarding package a good investment (at least that is what I hope. I will start next week) As part of this onboarding they will help you setup 3 integrations as part of that project. If you use Salesforce suit of applications you are in luck here. Unfortunately we do not. Review collected by and hosted on G2.com.

Once you understand how the software is structured and how different parts of the product work together, implementing Totango actually becomes very intuitive and dynamic. Instead of coming up with one complex masterplan for your success strategy you can iterate and make changes to rules quickly. Everything follows a clear framework and logic which - when understood - makes it easy to translate all the implicit best practices and playbooks that you want your CSMs to apply in customer engagements into explicit and scalable rules with measurable outcomes. Review collected by and hosted on G2.com.

Their touchpoint capabilities (Totango's way of logging client interactions inside Totango) could be improved - logging client interaction is a little cumbersome and often is a source of frustration for CSMs. Rules should also become smarter and help to keep tasks updated automatically - as in: when the conditions that triggered a task change, automatically modify or delete the task to avoid the accumulation of outdated tasks in the agenda.

The Totango integration ecosystem is still limited, and I would love if TT invested more resources integrating into other services that CSM teams use to communicate with customers. Examples: 1) Work with email providers (Gmail, Front, Outlook) or Chat platforms like Intercom to make Totango data available in these systems for agents and CSMs. 2) integrate with task management platforms such as Monday or Trello to allow teams to work on tasks generated by Totango in a system of choice 3) Integrate better with voice and video channels (phone, Zoom, Gong, Loom) to allow for automated logging of phone calls and meetings inside Totango. Review collected by and hosted on G2.com.

Ease of base configuration, simple approach to dynamic segmentation and consistent development of the platform. The Totango pre Sales team was dedicated to help us get immediate value and the Support team is quick in their responses. CSM is dedicated to helping us be successful. Review collected by and hosted on G2.com.

Scalability beyond the expected use cases of a CSM is limited. Base approach is each CSM owns a book of business, and does not really support dynamic assignment. There are a few anomalies with regard to data structures, and the supported data sources are still limited. Review collected by and hosted on G2.com.

The feature that I like and use the most is the segments feature. I use this pretty often to dive deeper into my account base to find opportunities and to better understand my customers behaviors. It also allows me to quickly find focus areas. Review collected by and hosted on G2.com.

When updates are made, I don't get notifications so it often times is something you just discover. In addition, these updates are not always making the tools better. Review collected by and hosted on G2.com.

The helpfulness and expertise of the team is second to none, and they are very good at ensuring they empower the end users to take control of their own instance of Totango, rather than doing it all and leaving you to it. Very clear roles and easy to understand who to go to for what. Review collected by and hosted on G2.com.

Not so much a negative for Totango, but my advice to anyone looking to take on a tool like Totango is please ensure your data is worked on/cleaned up before purchasing a tool like this. Totango is more flexible than many other tools out there, but it will still be limited with what it can do if your data sources are not aligned. Review collected by and hosted on G2.com.

The ability to house all Client Success and AM notations for an account in one organized place is nice. There is additional functionality around being able to quickly identify products that a client has and does not have so that you do not have to dig further for the information. It has also improved our internal state with regard to how much visibility we have into users that use our products giving us a better understanding of when contacts leave the org and new users come in. Review collected by and hosted on G2.com.

Reporting and the ability to campaign well through totango is lacking. No ability to do custom drip campaigns and do not support HTML formatting. Customer enablement functions and customer marketing options could be expanded. HTML formatting would be extremely helpful to brand the messaging better from the platform. Only option I know of currently is plain text. Product insights and analytics for in product usage would be helpful to be built out better as well. Need to be able to better understand what each user of our product is doing. Review collected by and hosted on G2.com.

I heavily relied on Totango when I was a CSM at my company. I used it multiple times a day to look up customer profiles, prepare for calls, pull reports for email campaigns and upsell opportunities... and more. Its capabilities are extremely robust and nearly any CS initiative is possible to implement with the right resources. I now use it for customer marketing to pull engagement reports, and find it's easier to use for that purpose compared to any other tool that we have in our tech stack. Review collected by and hosted on G2.com.

The global search bar at the top of each page in Totango is limited in functionality. It won't search for any customer attribute, instead it will only search for either account name, or user name. I also find the way the SuccessBlocs are set up, as a little confusing and feel like there could have been more handholding with that major release. Review collected by and hosted on G2.com.

Manage your Customer Lifecycle all from within Totango. The possibilities are endless, from creating customized goals to reporting on data that matters across all areas of Customer Success. The automation capabilities are a game changer. Rolling out customer plays that can prompt users to manually update account attributes or even prompt an automatic updates. The integration has with Salesforce is awesome, allowing you to pull any field into Totango but also connect with external sources such as SQL databases to pull in other data points. Review collected by and hosted on G2.com.

Like all enterprise platforms, it can take some time to grasp however once that lightbulb moment goes off, you're truly on the road to providing success to your customers. Understanding the totango successblobs, flows and how they're tied to one another can be tricky. Review collected by and hosted on G2.com.

I love the concept! ONE place where a CS team can put their data, which works with other data houses that our other departments use like Sales team uses Salesforce. When we bought, I was informed we would have dashboards of easy to view upcoming renewals and tasks and communications. If this would work like it says it works- it would change our company for the better. Review collected by and hosted on G2.com.

-Google Drive integration is useless. Either need to manually add one thing at a time as an asset or in Assets, when you choose to connect to your drive, it only allows you to enter your own files you created vs what would make sense: Shared files and Drives you have access to since we are a collaborative team with shared client folders storing client data.

-I dislike how revenue unfriendly it is- it is very cumbersome to track clients sales and revenue growth- which makes it not functional for a B2B company like mine.

-I dislike how the main notes, the Touchpoints, does not integrate with anything. All information in it does not carry over to client attributes. If there is a timeline for notes that is not touchpoints I should be using to track ongoing meetings with clients I am unaware of it.

-In order to fill out a form I first have to request it from myself. The form could potentially be a way to track the meetings, if we had questions and then blank space for recap, but then it could not be sent to the client...

-I have been unable to integrate it with email. I have to manually BCC totango every time. I want successplays to send certain emails out to the client contacts on the account when conditions are met. No Client contact in 20+ days= emails sent out every 3 days

-I have been unable to integrate it with SMS communication with clients

-It does integrate with Salesforce but only in one direction. A change in SF comes to Totango but a change made in Totango does not show up in SF (this might be a SF complaint and not a Totango one)

-There is no scale for health. Health is binary. As far as I know, if some clients have a meeting cadence of every 14 days = health and some have every 7 days = health, we can only have it apply to all accounts as one or the other. (There is no "OR")

-More automation! :) I want Form 1 to auto send to ALL clients every 30 days! and Form 2 to auto send to clients who meet criteria following each touchpoint.

I think I could go on but hopefully this gives a sense to the product team of my concerns. Review collected by and hosted on G2.com.

So far the system seems easy and intuitive to use. There are multiple filter sets to pick from which is great and I think adding in a touchpoint via the touchpoints@ email is available, as it helps to minimize duplicate entry Review collected by and hosted on G2.com.

Initially I had a little bit of trouble with the system but that was because my profile was setup under an old email address and our company changed our email address format. Once my Totango lead was able to update and merge my profile to my current email address it allowed me to start taking advantage of the touchpoints email option saving time! Review collected by and hosted on G2.com.

What I like best about Totango is how it allows me to manage by days, weeks, months and quarters ahead of time. Totango allows me check the health of my accounts in an easy way and that I can simply forward email communication to Totango and it will log the record automatically. Its particularly nice when I'm busy and dont have the time or energy to log into the system and record my notes.The interface is clean and easy to find key data points to understand your customer. You can track your daily tasks in a single click, and Totango makes jumping between accounts easy to manage, with a way to jump back to where you started. Editing details is simple, error handling when I do something wrong is clear. Very easy to access support resources from within the tool. Review collected by and hosted on G2.com.

Rolling information up and down from a parent account to a child account is not as intuitive or easy to do as I would like. Would be great if we could easily select what fields needs to be rolled up or down. Would like their to be a customer facing portal as well. Review collected by and hosted on G2.com.