Transcript

Welcome to Totango! In this video, we’ll give you a quick introduction to what Totango can do and take a high-level tour of the Totango interface.

Totango is a Composable Customer Success platform to help you manage each customer’s journey and help your teams create customer experiences that quickly and continuously deliver value. In Totango, you can:

• See all of your customer’s data in one place–including contract info, product usage, NPS, support tickets, and more.
• Quickly capture customer engagements, manage tasks, and outcome success plans.
• Operationalize internal workflows and customer communications–so everyone’s always working off the same playbooks
• Accurately assess customer health, specific to the customer journey and other key initiatives to drive retention, renewal, and expansion.

Whether you work directly with customers, are responsible for designing and running programs, or manage systems and teams, Totango is designed to make your job easier. Let’s log in and take a spin around.

The first thing I’m going to do is expand the left navigation to get oriented. The options you see in this menu may change, according to the team you’re currently viewing or what your permissions are, but in general, these sections represent the different areas of Totango functionality. Admins have additional options to configure your instance and manage access.

The search bar at the top is global and will help you quickly find the data you need. When in doubt, search.

Moving to the right, you can access additional features: For Help, the options in here can be customized by your admin.

Zoe, which is an add-on tool to help you share information from Totango with other people in your organization.

And your profile. For example, when I click in, I can upload a photo, change my password, and customize my notifications. I recommend copying/pasting your email signature here so that any campaigns sent out from Totango on your behalf will include accurate contact info. Another thing you may notice when I click my profile, is the option to toggle to different team views if available. As an example, if I switch to the Customer Success Team, and then expand my nav again, I see a lot more options here.

So teams are one of many ways to focus the data and customize your views within Totango—including setting your own “home page” preference for each of your teams, which you can always get to by clicking whatever logo you see in the upper, left corner. Speaking of views, let’s talk about what we’re looking at in the main part of our screen. Here are some common views in Totango.

I’m currently looking at My Portfolio. As a CSM, this is where I’m able to focus on my activities for my book of business. I can also drill into an account profile, which gives me a 360 degree view of individual customer information, including health, the timeline of interactions, assets, the internal team that works on this account, the customer contacts, and much more.

You may notice this giant green plus sign, which is where you can take quick actions–like logging touchpoints with customers, internal notes, assigning tasks to yourself or other team members, entering data, and more.

Aside from managing specific accounts, you will also become familiar with a SuccessBLOC view. These views are helpful for grouping customers in specific stages of a journey or that represent your team’s focused activities. Depending on your role, you may be responsible for setting the initiatives and defining the workflows (known as SuccessPlays) and the communications (known as Campaigns) that drive these KPIs.

If you search for a grouping of data or click into a widget–like all accounts in onboarding, you’ll see a list view–we call this a segment–which you can change up into different layouts to help you facilitate your work.

Lastly, you may have access to the Executive Console, which gives you insight into data as a whole, such as aggregating health, usage, and revenue trends across all customers or monitoring performance for Totango teams.