Totango to Gainsight Comparison
I am currently a Gainsight admin which is quite a behemoth to administer and troubleshoot. Casually looking at other CS tools to see what the administrative experience is like, before taking any further action.
I have a few questions:
What is the backend automation feature in Totango that is akin to Gainsight Rules - Success Plays?
What is the logging situation like? i.e. when automation events run, are there log files you can view to determine what happened/what records were updated (regardless of Success or Failure)? If so, for how long are those log files accessible?
Does Totango have a change management/tracking mechanism so you can trace back to see who changed what?
I may have other questions as I go along...starting here though.
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Hi Jeff, thanks for your post! I have a few answers for you here, and am going to connect you with a team member so we can further answer your questions.
- We have several workflow automations, including SuccessPlays, that trigger task assignment and workflow management, data updates, email campaigns, and health score calculations.
- Totango has several tools in place that allow you to see data changes, both automatically and manually, in a variety of ways. Users are able to see historic data points and view histograms to evaluate changes as well.
- Our Audit API also enables you to audit who viewed and made changes to user PII data. This is mainly used for GDPR and other governance purposes. You can read more about it in our Knowledge Base.
Looking forward to talking with you!
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Hi Jeff - thanks for the question and great to hear from you!
When we design Totango we have more than just the customer success manager (portfolio manager) in mind. We know that the business operations managers and the data integration teams are equally important in customer success, they are the ones that enable information, context, and guidelines to flow into the hands of the portfolio managers.
You will notice that Totango Spark is not a collection of tools but rather organized around customer success applications - called SuccessBLOCs. SuccessBLOC allows you to design engagement model and workflows to meet a specific customer engagement goal (e.g. onboarding, adoption, renewals, escalations and many more).
The lifecycle of planning, designing rollout and change is (incl. versioning) is embodied in these organization principles. We know that customer success is all about incremental iterations and we enable that. Happy to take you thru that in details.
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