SAP Deploys Totango to Improve Customer Success

SAP has deployed Totango, a provider of customer success solutions for the enterprise, across the majority of its lines of business.  

The solution will be used as a single, integrated customer success platform to help SAP evolve, deploy, and expand its execution of customer success initiatives.

SAP has also made an investment in Totango, signaling the company's confidence in Totango's leading expertise and innovation in the customer success industry. The parties agreed not to disclose the amount of the investment.

Totango Spark is a goal-oriented, next-generation, customer success solution that empowers enterprises to achieve digital transformation and drive business outcomes through the operationalization of customer-centric best practices.

It enables teams across an enterprise to engage at every stage of the customer journey with the right information, goals, and metrics through SuccessBLOCs, a modular framework that disaggregates the customer journey into easily manageable increments.

Totango is also an SAP partner and offers its solution on the SAP App Center digital marketplace.

"Driven by SAP's customer-first mindset – where we put the focus on the customer at the center of every action and decision – we chose to deploy Totango Spark to help us scale our customer success practices to create the best customer experience in the software industry," said Ken Hamel, executive vice president, Global Sales Operations, SAP. " We turned to Totango as our one customer success platform to help us operationalize and scale our customer success engagement and operations, drive a customer-centric culture, and deliver on our customer-first promise."

With the deployment of Totango Spark, SAP is equipping its employees with the right information at the right time, allowing it to focus on turning customer insights into actions that support business outcomes.

The solution enables automated customer data and relevant KPIs across SAP's product suite, driving engagement with customers on the most meaningful and impactful activities.

As a result, Totango will help SAP's customer success teams receive prompts for action that create a consistent experience, allowing SAP to stay laser-focused on its customers.

This article was originally published in Database Trends and Applications Magazine