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Totango's commitment to developing new functionality and releasing it regularly is phenomenal. We use HubSpot as our CRM and Totango is regularly updating the integration functionality providing us with more options for making Totango our main source of truth for data. The possibilities for more powerful reporting, the ability to customize and create dimensions more meaningful to our needs, and the option for more integrations as we figure out what we want to know and track. Review collected by and hosted on G2.com.
Honestly, there is not much I don't like. I guess the only thing is that we are not a SaaS company for which Totango was originally created, so there are some aspects of the system features that do not apply to our use case but still clog up our UI. Review collected by and hosted on G2.com.
Totango makes it easy to track and manage all aspects of the customer journey. I like the timeline feature which contains a full history of communication and account notes. This is particularly useful for being brought up to speed quickly on an account you are not familiar with. Review collected by and hosted on G2.com.
Totanago is a very flexible platform and I have not found much I dislike about it. I have used different tools in the past that had built in dashboards that were more comprehensive (i.e. graphs/tables on the homepage showing support ticket submissions across accounts, etc.). This information all lives in Totango, so it can be accessed. However, it would be nice to have a quicker way to access it. Review collected by and hosted on G2.com.
Once setup to calculate health the data is very helpful to day-to-day business. Automated check-in reminders and tasks help to keep CS teams focused in the right areas. Review collected by and hosted on G2.com.
Logging calls is cumbersome and takes ~2 hours each week per CS team memeber. A connection with microsoft outlook to auto-connect emails (rather than bcc an email) would help Totango be more user-freindly and competitive to other companies offering this. Review collected by and hosted on G2.com.
The most helpful components of Totango are the variety of account and user attributes that are available when it comes to creating customer campaings. Not to mention, it's also very user friendly and customizable. Review collected by and hosted on G2.com.
In terms of things I dislike about Totango - Having to login to different regional profiles can be a pain at times especially as I support global teams and can sometimes require duplication of efforts. Review collected by and hosted on G2.com.
Totango helps me organize my touchpoints with my book of business easily, see where other team members are interacting with the client and track goals, align on plans and understand trends. Review collected by and hosted on G2.com.
Totango requires manual bcc for emails, would love for that to be automated as many times emails get missed. It also would be nice to have stackable health scores as different clients have different health parameters during their lifecycle. Review collected by and hosted on G2.com.
It allows me to stay on top of and organized with my client base. I can easily log my touchpoints manually or through email integration. I can add attachments to the touchpoint for easy refernce at a later date. Review collected by and hosted on G2.com.
It can sometimes be slow to save field edits. Creating contacts could be better. Review collected by and hosted on G2.com.
The ability to personalize my landing/home page and the ease of tracking tasks completed outside Totango in Totango (e.g. tracking emails). Review collected by and hosted on G2.com.
It is hard to leverage for managing muti account tasks (e.g. feature requests) Review collected by and hosted on G2.com.
The UI is very clean and easy to navigate. Allows our users to easily digest and explore data points within the platform. Happy Totango constantly asks for feedback and seeks to continaully improve the product. Review collected by and hosted on G2.com.
The price can be extensive based on the user base and features, which can be an inhibitor / requires internal discussions on ROI. The reporting tools need some improvement as well as the integration portfolio. Review collected by and hosted on G2.com.
Logging of tasks and touchpoints have been most valuable and relevant to our CS playbook. It was quick to onboard w/ the technology and doesn't require overhead to support it internally. It was quick to integrate w/ Salesforce. Review collected by and hosted on G2.com.
Haven't found any downsides, but evolving our usage of the tool isn't necessarily intuitive or top of mind for the team. We like how we're leveraging it now, but I imagine Totango would like to see us advance into other functionalities. Review collected by and hosted on G2.com.
