Totango Overview
Totango is a comprehensive and agile Customer Success platform designed to help businesses manage and enhance their customer journeys, ultimately driving retention, revenue growth, and team productivity.
Core Functionality
At its core, Totango is a Composable Customer Success platform that enables businesses to create customer experiences that continuously deliver value. Here are the key aspects of what Totango does:
- Customer Journey Management: Totango allows you to manage each customer’s journey from a single platform, integrating all relevant customer data, including contract information, product usage, NPS scores, support tickets, and more.
- Customer Health and Engagement: The platform provides tools to assess customer health specific to their journey and key initiatives, helping to drive retention, renewal, and expansion. It also enables the capture of customer engagements, management of tasks, and the creation of outcome success plans.
Key Features
SuccessBLOCs
Totango features pre-built, customizable customer success program templates known as SuccessBLOCs. These templates are embedded with industry best practices and expert knowledge, allowing businesses to quickly achieve their goals and scale their customer success programs.
Portfolio Management
The platform includes robust portfolio management capabilities, enabling teams to monitor all customer health signals and proactively engage at scale. This feature helps in achieving team goals and ensuring continuous customer value delivery.
Data Management and Integration
Totango uses dynamic, schema-less active customer index technology to connect all customer data streams. This includes financial data, product usage, support tickets, touchpoints, user data, and customer feedback. The platform supports seamless integrations with various tools across your tech stack, providing a comprehensive 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. It also supports multi-user accounts and role-based access management.
Reporting and Analytics
Totango offers advanced reporting and analytics features, including dashboards, predictive modeling, and the ability to track KPIs visually. The Executive Console provides insights into aggregated health, usage, and revenue trends across all customers, as well as performance monitoring for Totango teams.
Automation and Workflow
The platform supports automated tasks and touchpoints, which can be customized to optimize resources. It also includes features for managing low and medium touch flows through dynamic SuccessPlays. Automated alerts and notifications help drive targeted actions and customer experience improvements.
Communication and Engagement
Totango enables effective communication with customers through customizable email campaigns, surveys (including NPS and CSAT), and the ability to store and organize all relevant customer materials in a central location. It also supports the creation and sending of custom forms to gather account information.
Scalability and Security
The platform is designed for enterprise scalability, supporting large global companies and fast-growing businesses with enterprise-grade security, governance, and permissions. It ensures that customer data is safe and secure, facilitating focus on reducing churn and increasing net revenue retention.
Ease of Use and Collaboration
Totango is known for its intuitive and user-friendly interface, which supports works across the entire post-sale organization and executive team. It does not require professional services or heavy IT involvement for setup or day-to-day workflows. The platform enhances visibility and cross-functional collaboration through sharable reports and customer insights.
In summary, Totango is a powerful Customer Success platform that offers a wide range of features and functionalities to help businesses deliver continuous value to their customers, drive growth, and enhance team productivity.