Totango Overview
Totango is a comprehensive Customer Success platform designed to help businesses of all sizes, from fast-growing companies to large global enterprises, manage and enhance their customer relationships. Here’s a detailed look at what Totango does and its key features.
Core Functionality
Totango is built to prevent customer churn, increase revenue growth, and boost team productivity. It achieves this through its Composable Customer Success platform, which is modular, scalable, and embedded with industry best practices.
Key Features
Portfolio Management
Totango allows customer success teams to monitor all customer health signals and proactively engage with customers at scale. This includes tracking key metrics such as contract information, product usage, Net Promoter Score (NPS), and support tickets to ensure a holistic view of customer health.
SuccessBLOCs
At the heart of Totango are SuccessBLOCs, pre-built customer success program templates that incorporate industry best practices and expert knowledge. These templates are customizable and help teams quickly achieve their business goals, whether it’s onboarding, product adoption, renewal, or other customer success initiatives.
User and Account Management
The platform enables teams to configure permissions, health profiles, and other system settings to align customer journeys with business goals. This includes managing access to data visibility and setting up team views to focus data and customize workflows.
Data Management and Integration
Totango features a dynamic, schema-less active customer index technology that connects all customer data streams. This includes financial data, product usage, support tickets, touchpoints, user interactions, and customer feedback. The platform integrates with various tools across the tech stack to provide a comprehensive 360-degree view of customer health.
Automation and Workflow
Totango automates everyday customer success functions through powerful workflow capabilities. This includes setting automated alerts, managing tasks, and organizing the day through features like My Portfolio. The platform also supports the creation of engaging, customizable email campaigns and automated touchpoints to optimize resource allocation.
Reporting and Analytics
The platform offers robust reporting and analytics tools, including dashboards, basic reporting, and predictive modeling. These tools help in aggregating health, usage, and revenue trends across all customers, monitoring performance, and identifying opportunities for cross-sell and upsell.
Segmentation and Personalization
Totango allows teams to create dynamic lists of customers based on any attribute or behavior, such as product usage, health score, or renewal date. This segmentation enables personalized and targeted customer engagements, improving the overall customer experience.
Security and Scalability
The platform is designed with enterprise-grade security, governance, and permissions, making it suitable for large global companies. It easily handles complex account hierarchies and customer health models, ensuring scalability and reliability.
Ease of Use and Collaboration
Totango boasts an intuitive and user-friendly interface that supports cross-functional collaboration. It requires no professional services or heavy IT involvement for setup or day-to-day workflows. Features like AI Account Summary and natural language queries simplify data integrations and content creation, enhancing overall ease of ownership.
In summary, Totango is a powerful Customer Success platform that offers a wide range of features to help businesses manage customer relationships effectively, reduce churn, and increase revenue growth. Its modular design, automation capabilities, and robust analytics make it an indispensable tool for customer success teams.