In our evaluation, we have assessed the three platforms across the top 5 factors that are most important to consider when scaling Customer Success:
Visibility, health and analytics capabilities: Does the platform allow you to get a full view of all your accounts and understand their health?
Automation and digital CS capabilities: How well does the platform allow you to automate user journeys, eliminate manual data and put internal workflows on autopilot?
Project management and collaboration capabilities: How well does the platform allow you to collaborate with customers when managing mutual projects such as onboardings and implementations
Support and services: How responsive and helpful is the vendor when providing services
Pricing: How cost-effective and scaleable is the pricing model?
Totango and Custify are both solid Customer Success Platforms. For Customer Success teams looking for an alternative that can provide them with high customer data visibility along with an easy-to-use interface and white-glove services, Velaris is a great alternative.
Let’s break down the key points of difference between Totango and Custify so you can make an informed decision.
1. Visibility, health and analytics
Both Totango and Custify offer visibility and health management features that help CS teams organize, prioritize and proactively manage their customers. These features include:
→ Customer 360 view
→ Filters and segmentation tools
→ Customizable health scores
→ Reports on customer data and internal team performance
However, there are some advantages and disadvantages to each platform that buyers may want to consider:
Totango
- Intuitive interface: Many users report that Totango is easy to use and understand when it comes to visibility and health.
- Lack of multi-layer account hierarchies: Totango’s customer views are limited to accounts and users. Companies whose customer relationships exist on more than two tiers may not be able to have full visibility.
- Issues with integrations: Totango is reported to have problems with syncing and data discrepancies for some customers.
- Low flexibility in usage reports: Usage reports in Totango are aggregated into 30, 60 and 90 day periods.
Custify
- Simple interface: Custify is easy to use without a steep learning curve because of how simple its UI is.
- AI account summaries: Custify’s AI-generated customer summaries consolidate customer data into comprehensive overviews, including account evolution, health scores, SWOT analysis, and actionable recommendations.
- Lack of multi-layer account hierarchies: Custify’s customer views are limited to accounts and users. Companies whose customer relationships exist on more than two tiers may not be able to have full visibility.
- Issues with integrations: Custify is reported to have problems with syncing, and integrations have limited bi-directionality.
- Low flexibility in reporting: Reports in Custify have limited customization options.
How does Velaris compare to both Totango and Custify?
- Customer data consolidation, filters and segmentation, 360-degree profiles, and customizable health scores: Find every piece of customer data you need on a sleek and intuitive interface.
- Full visibility across multiple account layers: Your customer data can be organized into contact, account AND organization level hierarchies in Velaris, right out of the box. Additional layers and relationships can also be created through custom objects. Track your customers progress across lifecycle stages and get a quick view of recent activities.
- Unlimited integrations: Velaris will connect to any of your tools. If a custom integration is required, the Velaris team will handle the technical implementation for you.
- Lack of self-service reports: During implementation, the Velaris team will set up reporting dashboards for you. However, if you need to customize these reports, you will need to reach out to the team, who will update and publish the new versions within a couple of hours.
2. Automation, productivity, and digital CS
Totango and Custify both offer a suite of tools that help CS teams save time and scale their operations while retaining the human touch. These tools include:
✅ Automation builder
✅ Playbooks for key processes
✅ Product walkthroughs
Once again, there are some advantages and disadvantages to each platform that buyers may want to consider:
Totango
- Complex automation builder: Totango’s automation builder is complex and has a steep learning curve.
- Limited AI functionality: Totango’s AI functionality is limited to its content generator
- Lacks automatic email integration: Emails sent with Totango do not automatically sync with your email provider
Custify
- Complex automation builder: Custify’s automation builder is complex and has a steep learning curve.
- Limitations in automation builder: The automations you can implement in Custify are limited.
- Lacks automatic sentiment analysis: Custify does not have AI-powered automatic sentiment analysis, and would require third-party integrations for such a functionality.
How does Velaris compare to Custify and Totango?
- The most intuitive automation builder: Build automations on a Zapier-like drag-and-drop canvas. Automate entire customer journey flows, data entry tasks, and advocacy programs.
- Comprehensive set of AI tools that take manual work off your plate: Summarize customer communications, monitor customer sentiment and analyze tickets. All on autopilot.
- Automated email communications with Gmail and Outlook integration: Sync your email communications with your email service provider.
- Lack of in-app communications builder: Velaris only offers email communications at the moment.
3. Project management and collaboration capabilities
Both Totango and Custify offer project management features like task management and playbooks.
Here are a few more things to consider:
Totango
- Template builder: Totango can be used to generate presentations that are automatically populated with selected KPIs and metrics for each account.
- Shareable account plans: Totango allows you to create Outcome Success Plans that can be shared with customers
- Lack of AI writing assistant: Totango does not have a built-in AI writing assistant to help with communications.
- Lack of automatic Success Plan KPI-tracking: Success Plans do not track outcomes automatically.
Custify
- Templates: Custify offers multiple templates for playbooks and workflows that can be adapted for efficient project management.
- Basic tasks feature: Custify has little flexibility in task management, with issues such as being unable to change the due dates of tasks triggered in playbooks. Users also report the interface is unintuitive.
- Lack of automatic Success Plan KPI-tracking: Success Plans in Custify do not track outcomes automatically.
How does Velaris compare to Totango and Custify?
- Task management, success plans and playbooks.
- Automatic KPI-tracking for Success Plans: Track the impact of your projects and account plans in real time with KPIs that are updated automatically.
- Frictionless customer portal: Velaris’ customer portal comes with a widget that can be embedded in your product’s interface. This eliminates the need for your customers to log in to a separate workspace, and can instead access their portal tasks and messages through an in-app window.
- Lack of document sharing capabilities: Velaris does not yet offer the ability to share files and documents through the customer portal, although this feature is in development.
4. Training, support and services
Each vendor carries a slightly different approach to support and services. Here’s a full breakdown of their offerings:
Totango
- Included support and training: Totango has support and training included in the subscription.
- Knowledge base: Totango provides an expansive library of self-service training resources from help center articles, live data assistance, templates.
- Totango Community: Join a community of Totango customers and get assistance/advice from peers.
- Long implementation: Totango typically takes 4-6 months to go live.
- Unresponsive support: Users report that Totango’s support quality has dropped, sometimes taking over a week to respond.
Custify
- Quick implementation: Custify is on the faster end of the industry when it comes to implementation, typically taking 6 weeks to go live.
- Included support and training: Custify has support and training included in the subscription.
How does Velaris compare to Totango and Custify?
- Effortless implementations: With an average go-live time of 4 weeks, Velaris’ implementation periods are at the top of the industry. You will have a dedicated team that will handle the heavy lifting on the technical side, even if custom integrations are required.
- Personalized onboarding + consultation: The Velaris team will consult with you to understand your specific needs and build out the early playbooks and automations for you, giving you a solid foundation to start on.
- Knowledge base: Access all help articles within a searchable knowledge base.
- Responsive feature development: Velaris is highly responsive to new feature requests and suggestions for feature improvements.
5. Pricing
Totango
Totango offers a range of pricing plans tailored to different needs. For example, the Enterprise Plan supports 10 practitioner seats, 2,000 customer accounts, and five teams, along with an Enterprise Customer Success Manager.
The Premier Plan expands on this with 20 practitioner seats, additional viewer seats, 10,000 customer accounts, unlimited teams, a development instance, and a dedicated account team.
The median contract price according to Vendr is around $63,487.
Custify
Custify offers customized pricing plans tailored to businesses of all sizes. Rather than predefined tiers, Custify provides a pricing model based on company needs, customer volume, and required features.
Key features available across plans include Customer 360 views, customer health tracking, automation workflows, task and alert management, dashboards and reports, surveys, integrations, a customer portal, and calculated metrics.
While Custify does not offer a free plan, companies can request a personalized quote to determine the best fit for their customer success operations.
The median contract price according to Vendr is around $38,000.
Velaris
Velaris offers a full suite of features for a flat base platform fee with 5 users. As their team grows, you can buy more user licenses for your CSMs, making Velaris a scalable option for fast-growing teams.
Final recommendations
To sum up, Totango and Custify are both good options for Customer Success teams looking to scale their operations. Both platforms offer visibility, health, project management and automation capabilities.
Totango is a great choice for companies that need efficient collaboration capabilities. However, it has some drawbacks related to support, and their customer data organization can be inflexible for companies that require unique data structures.
Custify is a lightweight, user-friendly platform with fast implementation and good support. However, it lacks multi-layer account hierarchies and flexible automation. Reporting and task management also have limitations, and integrations may be necessary to make up for its shortcomings.
In addition to Totango and Custify, Velaris is also a strong contender in the Customer Success space. Velaris’ Customer Success Platform offers all the capabilities that a high-growth CS team requires. Their customers also benefit from highly responsive, attentive and personalized service that adapts the platform to their specific needs, drives ROI fast and makes implementation easy.
If you're looking for a flexible, scalable solution designed to help you manage Customer Success with ease, book a demo today and see how Velaris can support your team.
