Catalyst Reviews & Product Details

The initial rollout was great - the POC from Catalyst gave us an hour-long training - and ensured that the implementation was smooth - working with our RevOps team to move the process along timely.

I love the feature set where you can create your custom dashboards - separate ones for tracking team and individual stats to track onboarding, renewals, and customer interactions.

Playbook email automation is also great - where you can create condition-based email outreach workflows.

It integrates with Salesforce - so that is great. All your contacts, notes, etc. - they are synced across Catalyst and Salesforce.

Fetches the right data from tools like Metabase and DB to support the CSMs and the larger cross-functional coordination - by making known the voice of the customer, and the productivity/efficiency of the customer success teams.

I use it daily - to make sure I am on top of my daily tasks, new onboardings, and maintaining a steady engagement with my key accounts.

Customer support - is helpful. Usually comes back with solutions/resolutions within 1-2 days.

UI is easy to use - intuitive, and you generally find features, where you would like them to be. Review collected by and hosted on G2.com.

1. I would appreciate it if the search bar at the top would retain the keyword I type in - even if I change tabs, without pressing enter. Right now, I lose those inputs, if I change tabs in the middle of typing.

2. It would be awesome to have the ability to export contacts out of Catalyst - right now, playbooks do take care of email automation - but it is sometimes quicker to BCC all via my email and not go into Playbooks. A little more flexibility would be appreciated. Review collected by and hosted on G2.com.

- I like the playbook functionality and that people will receive triggers to send out emails or reminders for tasks

- Email templates are no longer text only and now allow for pictures, action buttons etc Review collected by and hosted on G2.com.

- Playbooks can't be edited when they are live or all opportunities that are currently in the playbook will be kicked out

- Salesforce Catalyst sync can take up to 8h, which means some opportunities won't pull in until the next business day, depending on when they are being closed won

- Dashboard creation isn't very intuitive

- Impersonating other team members as an admin only gives you viewing access and won't allow you to complete tasks on that person's behalf, which makes it very complicated when people are out of office for longer

- You can only link 1 calendar per user, but not specific meeting links for team members that then get pulled into specific email templates.

- No option to attach files to emails

- The search function in Catalyst often won't find opportunities even if the Salesforce title is copied and pasted in

- Performance is often very slow and takes very long to load Review collected by and hosted on G2.com.

I use it as a single source of information on all of my accounts. I particularly enjoy the dynamic dashboards, especially the one which we can share with customers.

Easy to pick up & learn, not a complicated solution. Review collected by and hosted on G2.com.

The flow of information from gmail is sometimes not timely. I would love it if Catalyst had a calling feature where I can log my calls with customers automatically or atleast make integration with Aircall or something alike possible. Review collected by and hosted on G2.com.

- The Catalyst UI is really nice and easy to understand.

- One great thing about it is that I can make several dashboards so that I have a complete picture of all the projects. This helps me in staying organized and prioritizing tasks on important accounts. However, I always use it daily because this platform shows me what duties should be done first thing at the start of the day that includes creating, assigning, and tracking different types of tasks.

- When we were implementing Catalyst, it was quite smooth. In one of our demos with Alex who is our Customer Success person at Catalyst, he led us through different workflows, playbooks as well as dashboards which made a seamless process toward implementing this instrument.

- The greatest feature in my opinion is the integration between Catalyst and Salesforce. Review collected by and hosted on G2.com.

- The tool is laggy on a lot of occassions off lately.

- The Customer Support team is agile but one time there was a problem with the Catalyst configuration but the help desk kept insisting that we alter our integration workflow and it took days for it to be sorted out. It’s only 1 occasion however I don’t want this to eclipse all the other good things about this platform. Review collected by and hosted on G2.com.

I like that Catalyst allows me to build a complete customer profile. Everything I know about a customer is captured in Catalyst so I can quickly go back and reference it. Anytime I'm in a customer meeting, I have a note open in Catalyst to make updates as I go. We can customize fields to capture the most relevant data to our team. The Catalyst team does frequent product launches and are always working on cool new features! Review collected by and hosted on G2.com.

I find it challenging to learn how to set up custom modules in Catalyst. I think there is much more we could do with the platform, but figuring out all the features feels cumbersome.

We also use Catalyst for our pooled segment of customers. The setup for this is not ideal because it means the team that handles the pooled segment customers has to share a login.

I wish they had an open API so we could connect more of our tools. Review collected by and hosted on G2.com.

I've used Catalyst at two companies now and find that the configurable aspect of the platform allows myself and teams visibility across our entire portfolio. Catalyst integrates really well with SFDC so we can ensure cross functional awareness across the business. We can perform our core tasks as CSMs in Catalyst and then surface the data in the other systems where appropriate. Our Catalyst CSM is very responsive and provides a lot of guidance on how to appropriate use the platform. Last but not least, it is so easy to use and configure. As a VP, I can create my own views for specific needs or work with my leaders and within an hour we can have new and insightful views. Review collected by and hosted on G2.com.

There is a lot of uncertainty around the Catalyst/Totango merger. There is a huge integration of AI within competitive CSPs that I see as advantagous to CSMs and I have zero clarity on whether Catalyst/Totango will be going that direction.

I'd like a bit more flexibility with the customer health score as well as the ability to send out NPS surveys from Catalyst.

I wish the export of a CSV would automatically be downloaded instead of being an email sent to my inbox that I then have to download. Review collected by and hosted on G2.com.

It is a great tool to be able to update account information, and have it available for all relevant parties to see. It is a good tracking mechanism on account health and customer sentiment, especially for the Head of CS to report on. The data syncs between our Sales Force and Catalyst for consistency and to eliminate redundancies. The notes templates are a great feature to be able to update Account information without needing to go back to the account. All my tasks then show up on my dashboard to be easily viewed. Review collected by and hosted on G2.com.

It would be helpful to be able to have a quick glance into all accounts on the dashboard and some type of color coding based on customer health. The notes feature is great, but tasks can get cluttered and makes it hard to use it in a way to follow up, if taking notes leads to many small tasks. When taking notes, since the data pulls from Sales Force, you can't include meeting attendees that are not already loaded. Would be great to pull in data from the meeting or Chorus to be able to sync internal and external attendees and store presentations. Review collected by and hosted on G2.com.

- I didn't implement Catalyst for my Org but it seems easy enough to create and use anything available.

- Customer support seems good enough.

- Its integration with Salesforce and Zendesk is smooth.

- I like the look of the UI. Review collected by and hosted on G2.com.

- It can be a little slow at times. Load times need to be optimized.

- Filter and dashboard creation needs more work and can grow more as a product there.

- Does not allow attachments and documentation as per my current understanding.

- It does not have Custom user access for specific functionalities. You need to be an admin or a basic user, that is it. Review collected by and hosted on G2.com.

As a marketer who oversees our customer storytelling initiatives at Goldcast, Catalyst gives me a one-stop-shop to see ALL the data I need about a customer! I can quickly find my unique layout that lists all the data I need to review when confirming if a customer is a good fit for outreach and a story. The way data is displayed is easy to understand and I can usually find what I need without assistance from colleagues or a help doc. Review collected by and hosted on G2.com.

You can store so much data that sometimes it can be overwhelming. I wish the product would do a bit more walk-through training when you first start, or would contonue to provide a few tips/tricks as you use it. I feel like there's still so much more I could do/see with it but I just don't know what I don't know. Review collected by and hosted on G2.com.

The ability for non-technical admins to use the platform and be able to customize it is wonderful.

Our CSMs love using the platform and it is part of their daily workflow.

Integration was smooth. Review collected by and hosted on G2.com.

I understand wanting to keep the system as simple as possible so this limits the objects you can sync with Salesforce (you have to pay for extra), but I think catalyst still has some work to do on providing features and expanding the available features. Review collected by and hosted on G2.com.