Be sure to consult with the Totango Customer Success team for more best practices on Salesforce.com implementation.
Totango requires several key data points on accounts in order to support common use cases of the technology.
In many cases, these are readily available in Salesforce as either standard or custom fields. In other cases, they may require you to add a formula field to format the data in a suitable way for Totango consumption.
Attribute Name: Status (Mandatory)
Type: Text Enumeration
Should contain the name of the plan the account is subscribed or “Cancelled” for cancelled accounts. If you are using Totango to monitor free trials, a “Free” or “Trial”.
Example: in a company with a free trial and 3 paid plans, possible Status values would be:
Attribute: Success Manager/Primary Account Owner (Mandatory)
The full name of the managing success manager for a customer. Totango uses this to associate accounts with CSM team members and track their individual portfolio
- 'Joe Smith'
- 'Homer Simpson'
- 'Barney Rubble'
Attribute: Create date (Mandatory)
Date representing the day in which the customer started their contract. Typically either the Account record's creation date or a custom data attribute is used.
Totango uses this field to determine the age of the customer and whether they are new (onboarding) or further down their customer journey
Attribute Renewal date (Mandatory for customers on annual contracts)
Date by which this client's contract renews or expired.
Totango uses this to identify customers with an immanent renewal data and alerts the CSM if their health is of concern.
Note: If your business model supports both annual and month by month contract, we recommend you add another attribute which will distinguish between the two within Totango.
Attribute: Contract Value (Optional)
Should contain the customer’s monetary value, in either MRR or ARR . Totango uses it to calculate a portfolio’s dollar value and estimate revenues at risk.
- You can use either Monthly Recurring Revenue (MRR) , ARR (Annual) or any other monetary value your organization typically refers to.
- In some cases, organizations store the contract value of customers in a Opportunity objects attached to the account, and not as a field in the account record itself. If this is your case, you will want to use a Salesforce Roll-up field to sum all Close/won Opportunity values and use that as the source filed into Totango.
Attribute: Sales Manager/Secondary Account Owner (Optional)
Full name (First, Last) of the manager.
If you have a secondary account owner (such as a Technical account manager), you can use this field to associate ownership. Totango will associate the account with both the primary and secondary manager.
Attribute: Licenses (optional)
Use this attribute to indicate the number of licenses this account has purchased. Totango uses this value to compute the “license utilization” engagement metric, which indicates how many seats an account is using, relative to the number they purchased. For example, when an account purchases 100 seats, and uses 10, we say their license utilization is “10%”. You can tweak Totango’s Health ranking based on this parameter (see: Configuring the Customer Health Ranking)
Question: What if I want to bring support data into Totango from Salesforce?
Answer: You would want to use a Salesforce Roll-up Summary Field on the account and then sync that field into Totango.