Totango

This tool has enabled me to stay in touch with my customers. One of the best things is that it provides me the graphical presentation of the each customer’s journey, in this way it becomes easy to assign the tasks to the team members based on pre-defined criteria. Through this tool I am streamlining the information by using the forms and then I send those forms to my team in this way I gather the accounts information for future requirements.

Totango is most advanced customer success platform which comes with extraordinary features and options. I really like the way it is going and providing effective services. I really appreciate it because of providing world number one platform with advances engagement features.

This is one of the best customer management platform which let us answer the queries of our all customers. It allows us to launch various campaigns. Its ticketing function works better than all other available software in the market. I would like to recommend this tool to all those companies which are looking for an advanced customer success software.

This software has helped me in reducing the risk and Churn and helped me in better customer engagement. I am now capable of managing the accounts and the customers profiles even I can track the product usage and this is how I am saving my time by managing the assignments, all was possible only by Totango.

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

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.

If you want a good value for money customer success tool then Totango is your best choice in my mind. I researched a whole range of applications, going through the grind of due diligence checks and demos without getting to test something fully. Totango gave me 3 full version licenses which really took me to the next level and I was able to research all I needed to really understand that I can do so much with this solution. Much more than what I anticipated and what I had on my checklist. they also offer affordable onboarding. Perfect choice for SMB companies for sure... probably for bigger companies as well.

Since I have not yet implemented the system I can only say what I aim to solve with this after researching possibilities

KIP monitoring on all customer life cycles

Customer success team management / Work load management for internal task assignments

Standardized project automation. Eg. Onboarding and other work requests and addon product implementations to existing customers

Marketing Campaigns made easy and quick with huge auto trigger potential

Master Data single source input to feed other systems of changes and new customers

Executive reporting

Health monitoring

Risk of churn mitigation

Usage analytics

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.

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.

360 view of customer health. Standardising processes like QBRs, success planning etc. Tracking all key touchpoints with customers and more

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.

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.

I would argue that Totango is a really good choice if you are looking for a quality tool to manage your clients proactively. Its lacking a few features that Enterprise-level account managers and success managers would find useful (for example account mapping features or integrations with Linkedin), but it makes up for this in terms of ease of use and implementation.

Clearly structuring our success approach: We ensure that we cover 100% of our accounts with simple rules, plus we monitor account health, product adoption and contraction/expansion to proactively intervene with clients where necessary.

Being able to automate much of our customer journey is key to Sonar delivering at a high level for our clients.

The reporting isn't as robust as I'd like, there are some limitations to how much you can customize the campaigns as well. Both are getting improved on routinely, but we still have a few rough edges in those areas.

Consistently onboarding and keeping track of our customers along their customer journey with us.