Strikedeck (discontinued) vs. Totango

The system is good for Customer Success teams to get started and if all the users are updating it responsibly. There are not many checks and balances in the system so your team will have to be disciplined. The reason why I have not been generous with my rating is only because of the slow nature of support and upgrades to the product.

Incentivized

for a CSM it´s marvelous, you have in one window everything,the agenda for your day by day work, the workload you have in a day,all the customers database and call history added by tasks and toutch points, the to do thing in each customer you know what to do next, with renewal you hace an digital engadgement with customers inform they need to renew in order to keep using the app.

• Pulls in Outlook information - this allows me to understand my calendar for a specific client in any given week.
• Pulls in JIRA information.
• Scores client health.

Incentivized

• Totango easily integrates with other tools to pull information in one place.
• Totango is extremely easy to configure how you want, including adding new attributes that are important to you, creating segments relevant to your business, and automating processes through SuccessPlays and Campaigns.
• Totango Support is amazing! Very knowledgeable and prompt!
• Totango provides so many resources for users, including tutorials, a knowledge base, and the new creator campus. It's awesome.

Incentivized

• Sending generic emails to the selective contacts and provide stats on when the email was read
• Difficult to create product specific relationships to capture additional details at the product level. This may be possible but it wasn't setup at my workplace.

Incentivized

• Editing templates can be slow and confusing.
• Building items across teams can be a challenge.
• Reports and segments seem to be the same thing and it's a challenge telling people to build a segment when they are looking to build a report.

Incentivized

We like the tool enough to keep it in the long run. It does what we need it exactly to do, and I think there's still a lot for us to uncover in terms of its capabilities. There are a lot of functions we want to take the time to learn, but we've been strapped on resources so are just staying afloat.

Incentivized

Strikedeck is [an] easy system to use. We did not have to subject the team to detailed training to start using the product. Simple introduction session was good enough. The custom reporting module is something [that] needs some training to get used to but otherwise, the system is intuitive and easy to use.

Incentivized

It is easy to use and understand, and simple to follow day to day. Logging notes and tasks is one of the key areas this is utilised along with tracking reports and accessing key data points for conversations with customers which is helpful. Mobile app helps too to access information on the go.

Incentivized

Totango is available all the time . the only problem is that some times it takes time to load specially the records of the customers. The data loading inside the customer account is fast. It may be because of internet service but still it can i,prove a lot. i have seen other competitors software which is faster

Incentivized

At times the integration sync can be really slow when it comes to touchpoints. I can't say the same for customer health syncing, but I do tend to notice the lag from email syncing, and in those cases, I will need to refresh the Totango page a couple of times or wait a couple of extra seconds/minutes for it to show up.

Incentivized

The Customer Success support is outstanding. Regular meetings, responsive, knowledgeable, helpful, etc. Can't say enough!

Incentivized

I give Totango a support rating of 10 because I can always get support whenever needed. If its a technical issue, I know I can email their support team for help. If it's a more in depth question with respect to our instance of Totango, I can reach out to our CSM and always get help in a very reasonable amount of time. I always look to Totango as the standard when I think of how to best communicate and support our own customers.

Incentivized

Our CSM did a great job of conducting the training so we understand, at the very least, the functionality that is directly relevant to us. This also allowed us to train our own new team mates when onboarding based on the training flow that was first presented to us. This was also conducted as a interactive sessions, as training are notoriously known to be dry

Incentivized

Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.

Incentivized

The lower price was why we went with Strikedeck over Gainsight or Totango.

Incentivized

I've implemented dozens of systems over the last 15 years and, I feel, Totango was by far the most challenging. I have a background in several areas, but the most applicable to Totango is my background in data management, systems administration, programming, web design, web dev. Totango was very challenging to set-up. Other systems have more intuitive UIs and onboarding. For anyone wanting to use Totango, don't. For those that are still not convinced, I would make sure you are game for a very long implementation and the ongoing maintenance of syncing/resyncing. If you are in charge of implementation, in my experience, this is a not a 'set it and forget it' type of platform. It does require someone who is highly technical to partner with your customer success team to make sure it is functioning properly.

Information keeps missing and changing in totango . Because of that there is are lot of problems with it. We need to manually keep the backup in an another file. More over if in case we take the backup its so hard to track since its all in numbers. Totango can be much better if the cloud storage is working fine. My company is planning to discontinue due to this factor

Incentivized

• It has a return base on less wasted time tracking useful information on customers
• Reduces wasted time on tasks that can be automated

Incentivized

• Definitely enables to improve overall client retention, our target is 97%, we're at 96%.
• A significant contribution to our increasing client conversion from starter package to the subscribed client within the first 90 days or less.
• ROI continues to increase with every new release from Totango, and it will ultimately become our primary source of truth for all customer data.

Incentivized