From Customer Success Summit 2017 - Oren Raboy, Co-Founder & VP Engineering at Totango & Nate Richardson, Customer Success Operations at xMatters, discuss "Under the Hood of Totango's Award Winning Technology". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.

1. PRODUCED BY
The Worlds
Best
Customer
Success
Technology
UNDER THE HOOD OF TOTANGO:
Oren Raboy
Co-founder, VP Engineering Totango
oren@totango.com | @orenraboy
Nate Richardson,
Customer Success Operations, xMatters

2. Connect the dots of
all user and customer
signals
Data

3. Actively monitor for
meaningful insights
Active
Monitoring

4. Drive proactive customer
engagement
Action

5. PRODUCED BY
The Right Architecture ?
Relational Database
Passive
Sensors / Monitoring
Proactive
Messaging System
Reactive
Sales CRM Service CRM Totango

6. PRODUCED BY
● Data First
● Enterprise Grade
● Easy to Use
● Fast to Adopt

7. Totango Architecture
Integration Hub
Apps
DNA - CX

8. Integration Hub
DNA - CX
Apps
Integration Hub
Collect – Sanitize – Normalize – Persist
• Millions of data-connections
• Dynamic Data Recognition
• Streaming and Bulk API
• Data Warehouse Upload
• 3rd party connectors

9. Integration Hub
DNA - CX
Apps
DNA-CX
Dynamic No Schema Active Customer IndeX
• Customer & User centric
• Scale, Reliability & Durability
Million of data points from web-application, back-office systems
and 3rd party application
• Flexible, Schema-less, Adaptive
Flexibility in account/event structure and relationship.
Progressively add more data & sources
• Realtime
Minimum latency between new data and new insight
Fast response to data requests and searches

10. Integration Hub
DNA - CX
Apps
Applications
Zoe – Success Center – Mobile CSM – SFDC
• Make data accessible anywhere
• Automate
• Ease of use

11. Automated Synchronization
Bi Directional
Synchs Hourly
Bulk API
Accounts
Lead
Opportunity
Contact
Customer Object
Hierarchy and Multi Products
Cases, NPS, Tickets, Contract
Salesforce Ecosystem / Data
PRODUCED BY

12. Shared Users Embedded UI Account Widget
Salesforce Ecosystem / Application
PRODUCED BY

13. ● Enterprise grade scalability & flexibility
● Tight Salesforce integration without data model compromises
● Seamless support for any data sources
● Modern web-friendly applications framework
PRODUCED BY
Summary

14. Q&A

15. THANK
YOU!

16. PRODUCED BY
Totango DNA - CX
1. Account centric
Million of data points from web-application, back-office
systems and 3rd party application
2. Scale
Million of data points from web-application, back-office
systems and 3rd party application
1. Flexible, Schema-less
Flexibility and Malleability in account/event inner-
structure and relationship
2. Realtime
Minimum latency between new data and new insight
Fast response to data requests and searches

17. Integration Hub
DNA - CX
Apps
DNA-CX
Dynamic No Schema Active
Customer IndeX
• Realtime computational engine
• Schema-less structure & relationship
• Adaptive data-model per instance
• Auto scaling, reliability, durability
• Supports for gradual value

18. PRODUCED BY
THANK YOU

19. PRODUCED BY
Q&A