Overview
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.
Totango is to-tally great software
Totango is a game changer for CS teams.
I like totango
Would 10/10 recommend Totango for your CSM team!
The bomb in customer success software!
Totango is the ultimate tool for Customers Success Managers, all in one single pane
¡totango has become an ally for everyone's success!
All in one CS
Buyer Beware
Totango can help businesses to improve efficiency, drive customer satisfaction, and ultimately grow their business.
Totango for the win...
Great CX value and straightforward software for the price
Totango - a must have for every fast growing company
Couldn't be happier
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Customer segmentation (243)8.383%
- Customer profiles (251)7.878%
- Product usage (243)7.878%
- Customer health scoring (253)7.575%
Reviewer Pros & Cons
Video Reviews
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Pricing
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.
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Totango Customer Success Walkthrough
Features
Security
This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.
- 8.5Role-based user permissions(182) Ratings
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Platform & Infrastructure
Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.
- 6.7API(149) Ratings
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.
- 8Integration with Salesforce.com(173) Ratings
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
- 9Integration with Marketo(35) Ratings
The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
Customer Data Extraction / Integration
Customer data extraction / integration
- 7.8Product usage(243) Ratings
The software integrates with your application to track how customers are using your product.
- 7.3Help desk / support tickets(160) Ratings
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Customer Success Management
Customer Success Management
- 8.1NPS surveys(124) Ratings
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
- 6.1Sponsor tracking(6) Ratings
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.
- 7.8Customer profiles(251) Ratings
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
- 8.4Automated workflow(240) Ratings
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
- 7.1Internal collaboration(226) Ratings
The software allows members of your team to communicate and leave notes about any customer issues.
- 7.5Customer health scoring(253) Ratings
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
- 8.3Customer segmentation(243) Ratings
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.
CSM Reporting & Analytics
Reporting & Analytics specific to customer success management
- 7.7Customer health trends(243) Ratings
The software allows executives to view customer health trends over time.
- 7.7Engagement analytics(229) Ratings
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
- 7Revenue forecasting(175) Ratings
Based on customer health trends, churn rates, etc., the software can predict revenue.
- 7.7Dashboards(237) Ratings
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Totango?
Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help users achieve critical business outcomes. With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio, engage with customers when and where it matters, monitor and improve the metrics that matter, and scale CS faster with people + AI. Totango is designed to scale limitlessly and deliver time to value due to its composable platform architecture and schemaless data model.
Totango Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
- Supported: Marketing emails
Customer Success Management Features
- Supported: NPS surveys
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
- Supported: Integration with Marketo
Totango Screenshots
Totango Video
Totango Integrations
Totango Competitors
Totango Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS |
Totango Downloadables
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(406)Attribute Ratings
- 7.4Likelihood to Renew8 ratings
- 9.9Availability3 ratings
- 8.8Performance2 ratings
- 8.6Usability95 ratings
- 8.1Support Rating93 ratings
- 7Online Training1 rating
- 10Implementation Rating12 ratings
- 8.2Configurability4 ratings
- 9.8Product Scalability3 ratings
- 8Ease of integration8 ratings
- 8Vendor pre-sale1 rating
- 8Vendor post-sale1 rating
- 8.3Totango Secure Platform105 ratings
Reviews
(1-3 of 3)Totango - Amazing Tool for SaaS Success Strategy!
- Totango is easy to integrate with our systems. Their API is fantastic.
- The fact that Totango allows a clear customer segmentation is really helpful in our case.
- The Totango Health System helps with the departmental goal tracking and OKR's.
- The SuccessPlay feature is amazing, helping with the customer journey optimisation.
- Totango understands the needs of the Success Industry, and applies that in the technology.
- Some things could be a bit more customisable when it comes to specific sections of the interface.
- They could improve a bit more on the bug side. The application has bugs sometimes and it's frustrating to have to contact support often. On the other hand their support is great.
- Specific dashboards should be a bit user friendly and easier to find in some cases.
- Product usage
- 90%9.0
- Help desk / support tickets
- 100%10.0
- Customer profiles
- 100%10.0
- Automated workflow
- 70%7.0
- Internal collaboration
- 90%9.0
- Customer health scoring
- 100%10.0
- Customer segmentation
- 100%10.0
- Customer health trends
- 100%10.0
- Engagement analytics
- 100%10.0
- Revenue forecasting
- 100%10.0
- Dashboards
- 80%8.0
- Role-based user permissions
- 100%10.0
- API
- 90%9.0
- Integration with Salesforce.com
- 100%10.0
- Integration with Marketo
- 100%10.0
- It allowed/allows us to track our progress with churn and focus on what matters most when it comes to prevention - reducing churn and increasing retention.
- Helped with increasing the customer LTV by being able to consistently track their metrics and progress throughout the customer journey.
- The health score system allows us to keep a high standard when it comes to customer lifecycle.
- Totango is complimenting our Customer Success Strategy, and it's the foundation of our work as a Customer Success Team.
Custify - It's a good tool but unlike Totango it feels a bit more sales focused. Also it doesn't feel as user friendly as Totango when it comes to the interface, and also not as organised.
Some companies have to migrate their entire CS database because their software stack doesn't go well with scaling, it's not the case with Totango. We were lucky enough to have this tool from the get-go.
We also have colleagues from the Sales Team using Totango for customer insight: Account Managers.
Colleagues from our Professional Services team also update customer information on a regular basis.
Also, we have developers handling the integrations and API settings, connecting the app with our systems, and making sure is running the way it should.
- Being able to segment customers by type.
- Being able to define customer health based on their lifecycle.
- Having all customer information in one place.
- We were able to create custom health definitions based on the customer type.
- Totango can become the #1 tool for all customer communication.
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Implemented in-house
- We had some bugs but they were resolved by Totango's team.
- no training
- Customer Dashboard
- Executive Console
- Team Spotlight
- Segments
- I didn't feel like there's any function in particular where I struggled.
Totango's impact on reaching customer success goals
- Task Management
- Calculating Customer Health
- Communication Logs
- Customer support
- Laggy integration sync
- Less intuitive UI
- Product usage
- 30%3.0
- Help desk / support tickets
- 30%3.0
- Customer profiles
- 40%4.0
- Automated workflow
- 30%3.0
- Internal collaboration
- 50%5.0
- Customer health scoring
- 60%6.0
- Customer segmentation
- 80%8.0
- Customer health trends
- 60%6.0
- Engagement analytics
- 30%3.0
- Revenue forecasting
- 20%2.0
- Dashboards
- 40%4.0
- Role-based user permissions
- 50%5.0
- API
- 30%3.0
- Integration with Salesforce.com
- 60%6.0
- Increase in outreach coverage for customers
- Reduce in churn
- Cross team visibility in customer communication
- Task management
- Monitoring Customer Health
- Account Management (contracts, ARR, Renewal date, etc)
- Escalations to Management
- Internal communications
- Ad Hoc CRM (post sales)
- Opps Management
- 360 view of customer life cycle (including other teams beside success)
- Price
- Product Usability
- Prior Experience with the Product
- Vendor Reputation
- Existing Relationship with the Vendor
- Online training
- Task Management
- Integration Setup
- User Onboarding
- Customer Health Setup
- Global Permissioning
- Accessing live support
- Salesforce
- Gmail
- Internal Systems
- Looker
- File import/export
- Single Signon
- API (e.g. SOAP or REST)
When it comes to Business Totango is your Adviser
- Customers usage
- Appointments through online software
- Usage frequency
- Monthly and weekly updates on usage
- Updates about software usage
- Keeping track of different modules used by the customer
- Tags and comments along with a summary of calls we make to doctors
- Overall health of doctors
- Tags always disappear
- Some SubIds are only 3 digits, those SubIds won't load up
- Search should have option to search with mobile number/name/clinic name/ subid
- Timeline should be the first since it's more important
For doctors we can know the usage of software. For customer success managers we can update all the information about doctor as well as the recent call and work summary. More over this is the main software we look upon to find the doctors history and also get the following:
- Doctors usage history
- Module usage history
- Online/ fabric appointments
- Forecasting renewal
- Product usage
- 100%10.0
- Help desk / support tickets
- 70%7.0
- Customer profiles
- 100%10.0
- Automated workflow
- 40%4.0
- Internal collaboration
- 50%5.0
- Customer health scoring
- 90%9.0
- Customer segmentation
- 90%9.0
- Customer health trends
- 90%9.0
- Engagement analytics
- 90%9.0
- Revenue forecasting
- 100%10.0
- Dashboards
- 100%10.0
- Role-based user permissions
- 100%10.0
- API
- 50%5.0
- Integration with Salesforce.com
- 50%5.0
We use totango to track the usage of software, renewal date, fabric appointments, logins and health status and much more. We also use tags to find if the training for software is done. We also use it for prediction on whether the customer is happy with the product and whether he will renew.
- Renewal
- Health
- Forecast
- Touchpoints
- Task creation for follow up
- Tags for generalizing
- Forecast with the usage
- Missing tags
- Touch points are small
- Price
- Product Reputation
- Vendor Reputation
- Analyst Reports
- Don't know
- Lot of inputs and changes
- Employees feel more complex to shift
- Less training on how to use it
- Touchpoint
- Tags
- User information
- Different modules used
- Reading a full touch point
- Health of a month