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Totango, San Mateo, CA

 

Gold Stevie Award Winner 2012, Click to Enter The 2014 American Business Awards

Company: Totango, San Mateo, CA
Company Description: Totango is the leader in customer success and user engagement for cloud apps. The company helps SaaS vendors and online subscription services monitor customer behavior and usage in applications -- along with critical relationship data from CRM, billing, and other systems to reduce churn and drive customer success, product adoption, and trial conversion.
Nomination Category: New Product & Service Categories - Software
Nomination Sub Category: New Product or Service of the Year - Software - Relationship Management Solution

Nomination Title: Totango Customer Success Platform

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and performance to date:

Customer Success as an industry has taken off over the last 5 years and has become an integral part of modern digital businesses operating on a subscription model. Instead of relying on scheduled customer check-ins, support tickets and other obvious triggers, it’s imperative that companies understand the value that their customers are experiencing at every turn and proactively manage their success in order to keep them coming back. As products and services collect more information about users than ever before, organizations now require smart software that provides a way for them to understand the data they collect and turn this into relevant, actionable customer insights to increase usage and reduce customer churn.

It’s this need for advanced customer insights and analytics along with a simple way to take action that prompted Totango, a market leader in the space, to reimagine its entire product suite to deliver on that requirement. With the new Totango Customer Success Platform, Customer Success Managers and Executives get the industry's most reliable insights and alerts about their customers and an innovative way to take meaningful action in a simple, intuitive web and mobile experience.

Totango monitors customer behavior and usage in applications -- along with critical relationship data from CRM, billing, and other systems -- to generate insights on customer health and engagement. The platform combines big data analytics with powerful segmentation and predictive tools to guide vendors in taking the right actions with each customer to create an active, engaged user base.

The most reliable and customizable customer success insights and analytics in the industry, Totango uses advanced, predictive analytics to determine the most relevant insights and alerts regarding customer health. In addition to out-of-the-box data on usage and engagement, companies can configure custom metrics that are directly related to their business and measure their customers’ results.

For instance, a company that creates a customer support product knows that an important measure of their customer success is how many tickets each rep handles. Using Totango, they can calculate this metric across all of their accounts and use it as a component of their overall customer health. Or a hiring platform may want to track the number of candidates its customers are able to source per job posting as a measure of success.

Totango also allows for comprehensive workflows using tasks and touchpoints that help businesses increase productivity and work at scale. This includes one-on-one interactions, one-to-many interactions, and automated nurture campaigns. Totango can be customized to fit a variety of roles and responsibilities across the organization which helps teams assign, prioritize and manage tasks related to their portfolio in a simple manner. By assigning tasks to themselves or members of their team, Customer Success professionals are better able to manage a larger portfolio of customers while still maintaining the correct level of engagement. These tasks can be assigned based on changes to customer health so that action can be taken immediately to ensure the customer sees continuous value.

For visibility across the entire business, executives can keep a pulse on their teams with configurable reports and dashboards. These comprehensive reports are configured to provide real-time views into going on in the business at any given time. Reports can be used to help measure and gauge the success of ongoing efforts across the organization or even with individual members of the team.

Companies of all sizes have had a lack of visibility into their customer base which has prevented them from increasing customer retention by proactively driving value. With more access to data around customer actions, behavior and usage more widely available than ever before, Totango’s Next-Gen Customer Success Platform allows companies to better listen, understand and engage with all of their customers.

In bullet-list form, briefly summarize up to ten (10) of the chief features and benefits of the nominated product or service (up to 150 words).

Adaptive health model - Our industry-leading approach to customer health monitoring and configuration improves your customer retention rate. By individualizing the health score parameters for any customer profile, you can set up the necessary signals to manage your customers’ success.

Early Warning System - Get alerts when a customer’s health has changed and know the reasons why. Create a customized set of alerts and active-monitors for your customer portfolio and get notifications about customers at risk.

Customer Health Console - Get an overview of your entire customer base, dive into specific segments, monitor health trends over time, and evaluate the performance of every CSM.

Active Monitoring - Track specific actions among your customers. Create a customized set of alerts and active-monitors for your customer portfolio.

User-Defined Metrics - Define and track metrics that are meaningful to your business with the industry’s only user-defined and computed analytics center.