What do you like best?
After 17 years of having multiple sources I had to go to to get data and pull together some type of analysis on our customers it has been unbelievably advantageous to use a system where everything is brought together in one place. The ability to pull data, analyze that data, and then create action for our reps in the form of one consistent communication has positively impacted our productivity and revenue.
With their recent addition of "smart data" we can put data pertinent to the directions we are giving our reps so they literally can get everything they need in that one communication and can just go.
I like that they are a company that practices what they preach. In my interactions with their engineers and the customer success manager assigned to my account I very much feel as though they are vested in making sure we are successful using their system. On more than one occasion I have seen them take customer feedback and add product improvements to their roadmap to get those rolled out very quickly. It is also great that their systems works relatively well with Salesforce.
Really appreciate that they just added the ability for executed campagins to be included in coverage of accounts as that is really important for us with our tech-touch customers.
What do you dislike?
I hope they continue to expand their footprint to the east. Working on EST and having them on PST can sometimes be a challenge. I wouls like to see their report module and executive console be a bit more intuitive.
What business problems are you solving with the product? What benefits have you realized?
We are trying to ensure our customers are succcessful using our products so they come back and use us again and/or try a different product we have that can also help them. We needed a system that can proactively help us identify health on our products so we can maintain, upsell, crossell our customers and easily give our sales reps direction.
Benefits so far:
Ability to have customer health on thousands of accounts. The fact that the totango system can health on several products and then role it up into one health score is key.
Ability to pull together a segment of data, analyze it, and take action through a success play and then subsequently have tracking that also gets copied into SF
Ability to send rep driven campaigns to our customes with consistent messaging that we hope is relavent to them has ben key. No longer are our reps needing to do this on their own. Really big productivity win.