SOURCE: Totango

Totango

July 16, 2015 07:00 ET

Totango Launches New Early Warning System With Powerful SuccessPlays and Account Scorecards to Scale Customer Success Operations

Automated Business Process Capabilities and Dynamic Account Benchmarking Enable Teams to Follow Best Practices and Drive More Effective Customer Interactions

SAN MATEO, CA--(Marketwired - July 16, 2015) - Totango, the leader and innovator in customer success management, today announced the launch of a new, powerful Early Warning System that includes SuccessPlays, automated business process capabilities, and Account Scorecards, contextually rich customer benchmarking, to help teams scale their customer success operations.

Despite the establishment of the Customer Success organization, most businesses still operate in an ad hoc, reactive manner when it comes to managing customer renewals and driving product engagement. As companies build out their customer success teams, they are now looking for an easy way to coach their Customer Success Managers and put in place best practices that can be followed in a consistent, timely manner. With the latest release, Totango takes its Early Warning System to the next level by enabling teams to drive efficient and effective process management using automated workflows and account scorecards.

"SuccessPlays is an industry leading way to automatically apply best practices that are unique to your business to various customer situations and to dispatch your resources to the right place at the right time," said Maksim Ovsyannikov, Chief Product Officer at Totango. "We went further than that by creating a way to show the effectiveness of those best practices through their impact on customer health and behavior. The new account scorecards provide unprecedented depth and configurability, combined with intelligence and data science to truly understand the success of a specific account."

"Implementing SuccessPlays has helped us operationalize and scale our Customer Success best practices across our global team in a way that we couldn't consistently achieve before," said Lauren Taylor, Manager of Customer Success Operations and Training at Vend. "With Totango we know which customers are at risk, who needs help with advanced features, and who may be ready to go to the next level. Now we can make sure that every team member knows the best action to take for each of these situations and can quickly scale in a truly customer-centric way."

SuccessPlays -- A powerful new feature that allows companies to formalize customer success processes in a scalable and consistent manner across growing teams. With this new capability, Customer Success organizations can automate team workflow and trigger personalized customer touchpoints throughout the customer lifecycle. This helps teams establish consistent processes to deliver the appropriate attention to each customer with the goal of driving deeper product engagement, improving customer health, and ultimately maximizing revenue through renewals and upsells. SuccessPlays can be put to use in a wide variety of situations from addressing onboarding delays to identifying/fulfilling customer training needs to driving upsell opportunities.

SuccessPlays includes the following capabilities:

  • Customer journey tracking: Create and pre-define criteria to track across the customer lifecycle such as onboarding, adoption monitoring, revenue expansion, and new feature training among others.
  • Task automation: Automatically assign tasks to team members. When accounts fit pre-defined criteria, a set of tasks can be triggered and assigned to the right team members. Multiple tasks can be created within a SuccessPlay and have different due dates and owners.
  • Prebuilt templates: Use Totango's best-practice based SuccessPlays out-of-the-box to get started and edit/refine along the way to cater to your business needs.
  • Standardized workflow: Achieve consistent and effective delivery of services across the team so that fewer accounts slip through the cracks.
  • Team accountability: See up-to-the-minute information of all assigned tasks and actions per CSM and impact on customer health.

Account Scorecards -- Drive better process management by bringing in relevant and contextual customer information into one view. From account health history and activity timeline, to usage benchmarks (against other similar customers) and user leaderboards, to real-time metrics such as engagement scores and custom ROI metrics, Totango gives unprecedented context and visibility on customers with the click of one button. This enables teams to quickly get a clear picture of how the customer is doing compared to all other customers and focus on delivering better services.

Account Scorecards include the following capabilities:

  • Account health history: Understand the reasons for the customer's current state of health while evaluating against a historical trendline.
  • Team & activity timeline: View team workflow and activities in a clear timeline that acts as the system of record of all customer interactions
  • Real-time key metrics: Customize the scorecard to show key metrics including ROI metrics and engagement metrics. Trendlines add historical context.
  • User leaderboards: See top users, new users, and key contacts for each customer account along with key activity related metrics. Keeping an eye on account users ensures that teams focus on driving adoption across all users.
  • Usage benchmarks: See top used modules per account and benchmark them against all customers. Leveraging this data can help teams push feature adoption across popular modules in a more meaningful way.

The full product release is available on July 16, 2015. To learn more about SuccessPlays and Account Scorecards, contact Totango.

Learn more about Totango's product: www.totango.com/product

About Totango
Totango is the leader in customer success management. The company helps SaaS and subscription businesses take a data-driven approach to reducing churn, driving customer adoption and advocacy, and maximizing lifetime revenue. Totango monitors customer behavior -- along with data from CRM, billing, and other enterprise systems -- to generate insights on customer health and engagement. The company's platform combines big data analytics with powerful segmentation and predictive tools to help companies pinpoint at-risk customers, spot upsell opportunities, and then manage touchpoints with customers to drive productivity and scale for customer success teams.

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