Introduction to Totango
Totango is a comprehensive Composable Customer Success platform designed to help businesses manage and enhance the customer journey, ensuring continuous value delivery and driving long-term customer relationships. It is utilized by some of the largest customer success teams worldwide to prevent churn, increase revenue growth, and boost team productivity.
Core Platform Capabilities
Customer Journey Management
Totango enables businesses to manage each customer’s journey effectively, creating customer experiences that deliver value quickly and continuously. The platform allows users to see all customer data in one place, including contract information, product usage, Net Promoter Score (NPS), support tickets, and more.
SuccessBLOCs
At the heart of Totango are SuccessBLOCs, pre-built customer success program templates embedded with industry best practices and expert knowledge. These templates help businesses quickly achieve their goals and are easily customizable to fit specific needs.
Portfolio Management
The platform offers robust portfolio management capabilities, allowing teams to monitor all customer health signals and proactively engage with customers at scale. This includes tracking customer health specific to the customer journey and other key initiatives to drive retention, renewal, and expansion.
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 seamlessly with various systems, ensuring a unified view of customer data.
User and Account Management
The platform allows for the configuration of team permissions, health profiles, and other system settings to align customer journeys with business goals. Users can be grouped into different teams manually or using HR reporting hierarchies, and access to data visibility can be controlled accordingly.
Key Features and Functionality
Segmentation and Reporting
Totango allows for the creation of segments to quickly analyze customer data, filtering by users or accounts to stay ahead of behaviors. The platform provides robust reporting and analytics capabilities, including basic reporting, predictive modeling, and the ability to visualize trends over time.
Task and Workflow Management
The platform accelerates CRM productivity with flexible and customizable tasks and touchpoints that can be automated. This helps teams plan their day efficiently and manage low and medium touch flows dynamically within SuccessPlays.
Communication and Engagement
Totango enables effective and efficient communication with customers through customizable email campaigns with drag-and-drop components. It also supports the creation and sending of custom forms to gather account information and attach assets to tasks and touchpoints for easy sharing.
Surveys and Feedback
The platform includes the ability to send secure and personalized survey invites, such as NPS and CSAT surveys, to identify bottlenecks or friction and improve the service delivered to customers.
Automation and Alerts
Totango features powerful automation capabilities for delivering consistent and proactive customer success practices. It also provides automated alerts to drive targeted actions and customer experience improvements.
Revenue and Performance Tracking
The platform allows businesses to plan, track, forecast, and report on revenue from their existing customer base. It also establishes reporting around customer success activities and measures the productivity of the customer success team.
Enterprise Features
Totango offers a range of enterprise features, including authentication with Salesforce, Google, and Slack, Single Sign-On (SSO), IT Service Management (ITSM), Foreign Key Management, SCIM, Totango Shield, and Domain White Labeling.
In summary, Totango is a powerful tool for customer success teams, offering a modular and scalable platform that integrates all aspects of customer data and workflow management. Its features are designed to enhance customer experiences, improve team productivity, and drive business growth.