#1 most frequent
United States of America
67.0%419 installations of 625
What is Totango?
Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.
Categories & Use Cases
Media
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Screenshot of collaboration tools to manage a customer portfolio
Top Performing Features
Integration with Salesforce.com
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Category average: 9.4
NPS surveys
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
Category average: 9.3
Automated workflow
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
Category average: 9
Areas for Improvement
Customer health scoring
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
Category average: 9
API
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
Category average: 8.2
Sponsor tracking
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
Category average: 8.1
Who Buys & Uses Totango
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
6.2%39 installations of 625
#3 most frequent
Canada
4.8%30 installations of 625
The bomb in customer success software!
Use Cases and Deployment Scope
We use Totango as a customer success solution to keep track of our customer's journey from sign-up to advocacy. Before Totango, we struggled to keep track of meaningful aspects of the client relationship, and Totango has provided us with a solution. Now we can easily manage a high-touch customer experience for clients at every stage of the customer journey.
Pros
- Enables us to easily send and collect NPS & CSAT scores regularly.
- Syncs with HubSpot to bring in updated client data and deals automatically.
- Allows us to manage clients based on health score which is multi-dimensional.
- I can log touch points directly in Totango from Gmail so easily..
- As we improve and develop our non SaaS business client experience, Totango continues to develop more functionality that we can benefit from.
Cons
- I'm still waiting for Touchpoint templates which will be a game changer.
- Some of the functionality I feel you need more backend knowledge to utilize some as it involves more technical language; however, the tutorials are very helpful.
- This could be a gap in my knowledge, but I'd like to see some more 'if, then' type functionality that includes sending a touchpoint automatically, for example.
Return on Investment
- Definitely enables to improve overall client retention, our target is 97%, we're at 96%.
- A significant contribution to our increasing client conversion from starter package to the subscribed client within the first 90 days or less.
- ROI continues to increase with every new release from Totango, and it will ultimately become our primary source of truth for all customer data.
Other Software Used
HubSpot CRM, Harvest, Trello
Great tool for scaling Customer Success
Use Cases and Deployment Scope
We use Totango to automate and scale all of our core processes for the Customer Success org at our company. Additionally, we use it for customer marketing/nurture campaigns, account health scoring, data and insights and customer surveys.
Pros
- Data & Analytics
- Process Creation & Mapping
- Customer Campaign Targeting & Creation
Cons
- More Integrations
- Advanced Reporting
Return on Investment
- Increased efficiencies
- Improved customer retention
Alternatives Considered
ChurnZero and Gainsight CS
Other Software Used
Gong
Totango is a game changer for CS teams.
Use Cases and Deployment Scope
We implemented Totango to manage our Customer Success Team's accounts in a way that would help us scale and improve our relationship with customers. It gave us a platform for organizing data, and keeping track of all of our touchpoints, as well as allowed us to centralize communication and collaboration. It was truly game changing.
Pros
- Health Score Tracking
- NPS Surveys and Reminders
- Touchpoint tracking
- Task Creation and reminders
Cons
- Totango seems to be spreading out into other areas, which is great, but I hope they continue to focus on making the Customer Relationship Platform a priority.
Return on Investment
- Better communication
- Increased NPS response rate
- Better visibility into team activities
Alternatives Considered
Catalyst, by EBM Software and HubSpot CRM
Other Software Used
HubSpot CRM, monday.com, GoTo Connect
Totango is the ultimate tool for Customers Success Managers, all in one single pane
Use Cases and Deployment Scope
we use it to control our SAAS application usage , license subscriptions, product promotion, customers segmentation and digital engadment. and our scope is keep on growing and don´t lose any license oportunity, and minimise the churn cases.
Pros
- customer segmentation is great and fase segmentation also
- toutch points and tasks, a good way on having everything reported and under control
- successplays are great if you have multiple tasks to do, it will do it for you automaticaly
- agenda, in one blink of an eye you have your agenda
Cons
- speed need to be improved
- some times it hangs and you need to refresh the web page
- in some cases in a segmentation when you go back to the previous page it is not
Return on Investment
- lower the customer churn score
- improve of license renewal
- improving of the customers health pulse
Other Software Used
Salesforce Commerce Cloud, LinkedIn Jobs
I like totango
Use Cases and Deployment Scope
I use totango to manage my book of business, which has ranged from 250 to 700 customers. It helps me to monitor changes in customer health and remain organized. it has helped significantly with customer outreach
Pros
- Dashboards and Segments
- Task Management
- Logging touchpoints automatically
Cons
- Mass deletion of tasks
- shared segments in personal folders based on privacy settings
- task view differentiation
Return on Investment
- our organization hasn't been up and running long enough to measure this right now
