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Product News Update: The New Account Profile – Health, Trends, and more

The Account profile is one of the most used parts of Totango. It’s where Customer Success Managers and other stakeholders go to understand how a customer is doing.

This month, we’re proud to introduce a new version of this part of Totango, with several key improvements that make it more insightful and easier to use than ever.

 

 

 

Get perspective

A new Health History component charts changes in the customer’s Health Score over time, adding perspective to the current health level.

A customer success manager working on a customer at risk could use this to understand how long a customer has been in poor health, and what periods in the past saw better usage.

We even overlay key contract and subscription changes like  renewals  or upsells adding another dimension to the customer’s lifecycle.

It’s the best way to get a true understanding of the customer’s  lifecycle journey with your service.

Login to Totango, pick your favorite customer and try it out!

Diagnose like never before

Review changes in the average number of Active users, Logins,  or any user action captured in Totango.

To use, click on the Chart icon next to any user-action, module or attribute in the Totango Account Profile to see a trend chart for that metric. You can zoom in/out of different time ranges and choose to view data in a daily or weekly granularity.

Your Totango has been preloaded with historic information (starting from Jun 2013 or whenever the account was created on Totango). Login, pick your favorite customer and give it a try.

 

Know your users

A new tab organizes information on all users active in the account. From here you can quickly see when each user was first and last active, how active have they been in the last couple of weeks, and any user tags that have been associated with them. Drill down to see a detailed stream of use for every user.

 Start here to get to know the people behind the customer and the way they engage with your product.

 

License Utilization

License utilization, or the ratio of active users relative to the number of end user licenses (seats purchased) is a critical metric for many B2B applications.

If Totango captures this metric for your organization, it will be showcased on the Account profile, next to the rest of the key indicators, at the very top of the page.

License utilization is a great example of the wonderful things that happen when you combine usage data with contract and subscription information. Customers with high license utilization are making good use of their subscription and may be candidates for an upsell. Those that don’t consistent utilization probably bought more than they are using and may be at risk of a downgrade or even cancellation.

If you are not yet capturing license information in Totango and would like to –  contact us and we’ll help you get started.

Last but not least…

We’ve also improved the page’s performance and reorganized the information to make it it more fun to navigate in and between account profiles.

LOGIN and give it a try now!

Also, make sure to read our update on another new Totango feature: Folders!

Oren Raboy

Prior to Totango, Oren founded Kidyosj and Beyondo, and served as the Head of Products at P-Cube (acquired by Cisco). In short, he’s a perpetual entrepreneur who has finally found the winning product in Totango.

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