Totango

Score7.8 out of 10

409 Reviews and Ratings

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

Screenshot of collaboration tools to manage a customer portfolio

Screenshot of a 360° view of customer health

Screenshot of the dashboard to monitor customer metrics

Screenshot of engaging in-app experiences and email campaigns to improve customer retention

Screenshot of integrated data in the Customer Data Hub

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Screenshot of collaboration tools to manage a customer portfolio

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: 9.3
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

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

Bex Howell View profile

Client Success in Sales at TRUSTY OAK 🌳 (1-10 employees employees)

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

Cassandra Liska View profile

VP of Customer Success in Customer Service at Verse.ai (51-200 employees employees)

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

Stephanie Butler

Business Analyst in Information Technology at Solver Global (51-200 employees employees)

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

Jaime Cortes

Customer Success Manager in Customer Service at HPE Aruba Nerworking (501-1000 employees employees)

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

Heather Lennon

Customer Success Manager at Teamwork.com (201-500 employees employees)

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