Totango vs Vitally

by Gralio Feb 28, 2025

Totango and Vitally are both customer success platforms, but they cater to different needs. Totango excels in customization and customer journey management, while Vitally shines in integrations and real-time reporting. Both offer core features like customer health tracking and success plays.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 1572 reviews and 60 websites, saving 9 hours, 14 minutes of reading.

Totango

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Vitally

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About

Totango is a customer success platform designed for large and growing businesses. It helps you track and improve customer health scores, predict churn, and increase revenue from existing customers. Features include customizable engagement programs, AI-powered insights, and integrations with popular business tools. Totango is known for its ease of use and fast setup, making it suitable for businesses seeking a quick return on their investment.

Vitally is a customer success platform designed for B2B companies of all sizes. It helps centralize customer data from your existing tools, automate customer success workflows, and provides real-time visibility into customer health and team performance through dashboards and reports. Vitally aims to streamline customer success operations, improve customer experience, and drive business growth.

Summary

Main difference

Totango is better for larger businesses with complex customer success needs due to its advanced customization and SuccessBlocs feature. Vitally is a better choice for smaller to medium-sized businesses looking for a user-friendly platform with robust integrations and real-time reporting.

Relative strengths of Totango (compared to Vitally)

More customizable for complex customer journeys with SuccessBlocs.
Stronger focus on customer health scoring and segmentation.
Generally easier to use and set up initially.

Relative weaknesses of Totango (compared to Vitally)

Less comprehensive native integrations compared to Vitally.
Real-time reporting capabilities are less developed than Vitally's.
Email integration requires manual interaction, unlike Vitally's more streamlined approach.

Who should use Totango VS. Vitally

Totango is a customer success platform for large SaaS companies seeking to reduce churn and enhance customer success operations. Users praise its intuitive interface, customizability, and clear customer health views. However, some report slow performance, lack of email integration, and tiered support. Totango excels at customer journey management and automated workflows.

Vitally is a customer success platform ideal for B2B SaaS companies of all sizes, especially those with dedicated customer success teams. Users praise its comprehensive features, smooth operation, and centralized data management. However, some users have noted issues with data population and email integration. Vitally excels at streamlining workflows, improving customer health visibility, and scaling operations by integrating with existing tools and automating key tasks. It's particularly well-suited for the software, IT, and telecommunications industries.

Best for large and growing SaaS companies.
Ideal for software, IT, and telecommunications businesses.

Excellent fit for small, medium, and large businesses.
Best fit for B2B SaaS companies in software, IT, and telecommunications.

Totango and Vitally features

Supported

Partially supported

Not supported

Type in the name of the feature or in your own words tell us what you need

Customer health tracking

Supported

Totango supports customer health tracking with customizable metrics like product usage and support tickets.

Supported

Vitally supports customer health tracking based on product usage, engagement, and support tickets.
Task management

Not supported

Totango supports internal team task management, but not direct client task assignments.

Partially supported

Tasks can be assigned to team members, but not to clients.
Success Plays

Supported

Totango supports automated workflows triggered by customer events like inactivity.

Supported

Vitally supports automated workflows triggered by customer events, including inactivity or low engagement.
Account management

Partially supported

Totango manages accounts, contacts, and activities, but deals are not explicitly supported.

Partially supported

Vitally manages accounts, contacts, and activities, but deals are managed via CRM integration.
**Customer segmentation**, **Customer health scoring** and parts of **Communication & engagement** from the first cluster contribute to a new **Customer Relationship Management** cluster.

Supported

Totango supports customer segmentation, health scoring and communication.

Supported

Vitally supports customer segmentation, health scoring, and communication tools, contributing to CRM.
**Client Management** from the second cluster is expanded with relevant features from **Communication & engagement** and **Workflow automation** from the first cluster.

Supported

Totango supports client management by integrating communication, engagement, and workflow automation features.

Supported

Vitally offers client management features, including communication tools and workflow automation.

Qualities

Value and Pricing Transparency

No data

No data
Customer Service

No data

No data
Ease of Use

No data

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Reliability and Performance

No data

No data
Ease of Implementation

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Scalability

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Totango and Vitally Pricing

No data

See full Pricing page

No data

See full Pricing page

Totango and Vitally review insights

Users love

SuccessBlocs are praised for customer journey management.
Easy-to-use and intuitive user interface.
Highly customizable to user and business needs.
Effective for task management and automation.
Provides a clear view of customer health.

Dynamic metrics for gauging customer health.
Seamless integration and data representation.
Comprehensive features and smooth operation.
Centralizes customer data and communications.
Easy-to-use interface and platform customizability.

Users dislike

Slow performance and occasional lags are reported.
Lacks a proper email integration; manual interaction is needed.
Tiered support based on ARR; lower ARR may get lower priority.
Difficult point-in-time reporting without customizations.

Data sometimes does not populate correctly.
Sorting and filtering can be improved.
Email from Vitally rather than the CSM can be confusing for customers.
Discard changes required to see updated columns.
Some features, like email integration, could be more user-friendly.

Totango and Vitally Ratings

G2

4.3/5

(942)
Capterra

3.8/5

(27)
TrustPilot

3.2/5

(1)
Glassdoor

3.0/5

(52)

G2

4.6/5

(601)
Capterra

3.7/5

(9)
Glassdoor

4.2/5

(13)

Company health

Employee growth

22% decrease in the last year

15% increase in the last year

Web traffic

4% increase in the last quarter

18% decrease in the last quarter

Financing

June 2021 - $147M

February 2023 - $39M

How do Totango's SuccessBlocs compare to Vitally's automated workflows?

Both Totango's SuccessBlocs and Vitally's automated workflows facilitate automated processes based on customer events. While both aim to improve customer success through automation, user reviews suggest that Totango's SuccessBlocs are particularly well-regarded for customer journey management, whereas Vitally's automated workflows are praised as part of a generally smooth and comprehensive platform operation. Ultimately, choosing between the two depends on specific needs and priorities regarding features like email integration and reporting capabilities, where they differ based on user feedback.

Which platform, Totango or Vitally, provides better real-time customer health insights?

Vitally provides better real-time customer health insights due to its focus on real-time data tracking, alerts, reporting, and dashboards. While Totango offers customer health tracking and scoring, it lacks the explicit emphasis on real-time functionality that Vitally highlights. This suggests that Vitally is better equipped to provide immediately actionable insights into customer health.

What are the advantages of Totango?

Totango is praised for its ease of use and intuitive interface, allowing for a faster setup and quicker return on investment. Users highlight the SuccessBlocs feature for effective customer journey management and the platform's high customizability. It's considered particularly beneficial for task management and automation, providing a clear view of customer health.

What are the disadvantages of Totango?

Totango users report slow performance and occasional lags. It lacks proper email integration, requiring manual interaction. Support levels are tiered based on Annual Recurring Revenue (ARR), potentially disadvantaging smaller clients. Generating point-in-time reports can be difficult without customizations.

Alternatives to Totango and Vitally

ChurnZero

ChurnZero is a software platform designed to help businesses reduce customer churn and increase renewals. It provides tools for customer onboarding, engagement, and retention, offering features such as customer health scoring, automated workflows, and in-app communication. ChurnZero integrates with popular CRM and business intelligence tools, providing a centralized view of customer data. Its focus on automation and data-driven insights empowers customer success teams to proactively manage customer relationships and drive revenue growth.

Salesforce Sales Cloud

Salesforce Sales Cloud is a cloud-based customer relationship management (CRM) platform designed to help businesses of all sizes increase sales productivity. It offers a range of tools for managing contacts, tracking leads, forecasting sales, and analyzing sales data. Salesforce Sales Cloud stands out for its robust features, including AI-powered insights, automation capabilities, and integrations with other business applications. It can be customized for various industries, making it a flexible solution for managing customer interactions and driving sales growth.

SmartKarrot CS

SmartKarrot CS is a customer success platform designed for mid-sized to large businesses, particularly SaaS companies. It helps manage and automate customer interactions, from onboarding to renewals and expansion. Features include customer health scoring, playbooks for standardized processes, and data insights to identify churn risk and growth opportunities. SmartKarrot CS aims to improve customer retention, increase revenue, and provide data-driven insights for strategic decision-making.

Custify

Custify is a customer success platform designed specifically for SaaS businesses of all sizes. It helps you track customer health, identify at-risk customers, and automate customer success tasks. This allows you to focus on building strong customer relationships and increasing customer lifetime value. Key features include health scores, automated workflows, and detailed reporting. Custify integrates with popular business tools to streamline your workflow.

Planhat

Planhat is a customer success platform designed for mid-sized to larger companies, particularly those with subscription models. It helps businesses track customer data, analyze their journey, and automate tasks to improve customer retention and revenue. Think of it as a central hub for your sales, service, and success teams to collaborate and ensure customers get the most out of your product or service. This leads to better customer relationships and increased profits.

Velaris

Velaris is a customer success platform designed for proactive customer success management. It offers a single platform to manage customer data, automate tasks, and improve collaboration. With features like AI-powered analytics, customizable health scores, and a drag-and-drop automation builder, Velaris aims to streamline customer success operations and provide valuable insights. The platform focuses on providing tools for customer success teams to proactively manage customer relationships, reduce churn, and drive growth.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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