Totango Reviews & Product Details

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 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.

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.

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.

Simplified UI, easy access to the details and graphical presentation are great. Has all the required details in a single pane of glass. You can add notes and tag them as you would like to get those and later get those specific ones using the tag filter. Keeps perfect track of Contacts renewal, licenses, subscriptions escalations, cases, value, etc. We can have the customer health score and keep track of the activities, timelines and their respective deadlines. Review collected by and hosted on G2.com.

There is not much of customization or dashboard set-up that can be made as per the requirement from the user, rather everything is Admin controlled and anything that can be added and that to needs to go to the Totango directly to add and then that gets added to the the Admin as well as the user profiles. Has duplication issues since its being integrated with another tool, and cant be functioning as a single independent tool, which is good and bad in their own way. Review collected by and hosted on G2.com.

Instant notifications, can engage customers instantly. Review collected by and hosted on G2.com.

Totango can sometimes be challenging to navigate - tough to find a specific user contact in salesforce off the back of Totango. Requires searching the user's email and sometimes business in salesforce to find the person who engaged with us. Review collected by and hosted on G2.com.

Support - They've been easy to use and very fast turnaround times. Review collected by and hosted on G2.com.

I hate the online help information. They all read very sales-pitchy. As an admin, I want quick, clean, and to the point guides on how to configure and work with the parts of the system configuration and set up. I don't have time to waste with less than quick bullet point type guide. "This is how you set up _____". " When you alter this setting it interacts and impacts the following parts _________". ...etc. I get taken on an unwanted adventure every time I look at the help guides. I find myself going to my account rep in most cases, and he's a wonderful help that's kept me from pulling my hair out. Review collected by and hosted on G2.com.

The ability to give Client Success a portal to track engagement, satisfaction, and admin for our client's overall success. It's an organized portal for our team to work in Review collected by and hosted on G2.com.

As an admin I don't have any major complaints. Our SE who helped set us up was very thorough and walked me through the setup. I guess if I had to complain it's that setup was a bit complex, but again, I didn't have to go it alone so it wasn't bad at all. Review collected by and hosted on G2.com.

I like the ability to segment accounts. Like that you can see usage by specific modules and the actions. I like the quick integration for emails getting into the system. I like that you can set reminders for other team members and there is visibility on what others are doing on shared accounts. Review collected by and hosted on G2.com.

The health score isn't always a strong indicator of an account's actual health. Don't like that there's not a "recently viewed accounts" option so you can easily access those accounts. Don't like that there isn't a logical order to how the users are listed. Lots of bugs and changes going on all the time. Review collected by and hosted on G2.com.

Ability for Totango to overall, map to our Salesforce instance. The fields are able to carry over for the most part. This helps us ensure the CSM's are living mostly in Totango to capture touchpoints with clients. Review collected by and hosted on G2.com.

All Browser based that is heavy on the browser and needs to be able to use it.

Training on the knowledge center for Totango is sparse. Review collected by and hosted on G2.com.

I like that I can see my customers engagement with our SaaS platform. Having to identify which customer to reach out to first can be a challenge and this tool makes that process easy. Review collected by and hosted on G2.com.

There have been a number of updates over the past few months, they're not rolled out very well, or are rolled out with little notice or corresponding help documentation. Review collected by and hosted on G2.com.

I love the use of touchpoints and tasks! Review collected by and hosted on G2.com.

One thing I wish worked better is the auto-logoff. Sometimes when you return, you've been logged off, but instead of showing your login screen, the screen actually looks active. It's deceiving. Review collected by and hosted on G2.com.

I love that I can create my own views on Totango and edit the columns to show what I want/need to see in that moment. I also really enjoy that you can link to other programs like salesforce and keep ALL teams on the same page Review collected by and hosted on G2.com.

I wish more teams internally would use this program. (sales) Review collected by and hosted on G2.com.

The UI, it is very user friendly. I think its easy to filter to my accounts and also look at notes. Review collected by and hosted on G2.com.

Sometimes there are bugs like my account portfolio goes from 11 to 500! I have to keep filtering back again so it is time consuming event after clearing cache Review collected by and hosted on G2.com.

Seeing a list of open tasks and success plays for each customer. Interacting with my teammates and tagging them on posts. Review collected by and hosted on G2.com.

I wish there was better integration with salesforce and Outreach. Tasks management tool could use improvement. Review collected by and hosted on G2.com.

Insight into account details and integration Review collected by and hosted on G2.com.

There is no view that allows you to bring up the most recent accounts viewed. I shouldn't have to type in the account name for an account I just reviewed 2 seconds ago. Review collected by and hosted on G2.com.

Totango offers great insight into my entire book of business. It's a platform to collaborate with colleagues, set tasks and update to truly show which customers need some help, who might be needing a new service, or a place to track engagement! Review collected by and hosted on G2.com.

There is nothing that come to mind, love Review collected by and hosted on G2.com.

I'm a heavy user of totango's campaigns feature and have created one to many program using this feature. It's saved me time and made my reach much further. Review collected by and hosted on G2.com.

cleaning up data in Totango is a bit difficult Review collected by and hosted on G2.com.

One central location to track account activity/usage metrics as well as tracking communications and notes. Review collected by and hosted on G2.com.

Inability to select multiple touchpoints, for example "Renewal" and "Business Review". Review collected by and hosted on G2.com.

I like the functionality of the system, user experience is easy to understand and navigate Review collected by and hosted on G2.com.

I am not sure how it feeds into other systems yet...ie:Salesforce and who can have access, as well as pricing. New to the role/using the system, so not reallly dislikes but need a better understanding of these things. Review collected by and hosted on G2.com.

my favorite part by far is the customization abilities with usage data Review collected by and hosted on G2.com.

there have been a few days of slow speeds in the past month. Review collected by and hosted on G2.com.

The portfolio page and sorting by different criteria. Review collected by and hosted on G2.com.

There really isn't too much I dislike other than it can get a little "busy". Review collected by and hosted on G2.com.

Totango makes it very easy to segment customers. On a moment's notice, I can quickly pull a segment to report on specific account data needed to make informed decisions within our business. It is also relatively easy to compose and run a targeted campaign. Review collected by and hosted on G2.com.

The lack of automation makes it difficult for our organization to take advantage of some key features (lifecycle stages) due to sheer volumes. The campaign tool could use some attention to help organize and manage existing campaigns as they accumulate over time. I would also love a way to track and monitor progress for open enhancement requests. Review collected by and hosted on G2.com.

I like that totango can measure data systems don't normally measure, i like it's graphs and features, and i like the ui Review collected by and hosted on G2.com.

I find the data limited, other than usage data i don't see additional features. I've also seen incorrect data in the past that i've had to work to troubleshoot. also i wish they had additional filters/features/graphs to help my clients visualize data better. currently i have to pull the data and rework it in other graphing tools Review collected by and hosted on G2.com.

I like that I can log my touchpoints with the client. Review collected by and hosted on G2.com.

That I cannot assign multiple milestones on an entry. Review collected by and hosted on G2.com.