Case Study: Workfront achieves real-time customer monitoring and automated CS reporting with Totango

Workfront Boosts Customer Success Management with Totango

Workfront, a Lehi, Utah–based enterprise software company that sells cloud subscription work and project management tools, struggled to manage post-sales customer health. After an unsuccessful first Customer Success platform, the team resorted to a gigantic Google Sheet used by 40 people—manual updates, crashing files, broken formulas and unreliable health scores meant CSMs wasted time and couldn’t proactively identify at‑risk accounts.

Workfront chose Totango and went live in six weeks, gaining real-time customer monitoring, automated at‑risk reports, Salesforce/Tableau integrations and the Zoe mobile app. Totango’s automated workflows and Success Plays improved CSM productivity, shortened meeting prep, increased accuracy in health scoring, and helped the company better manage renewals and expansion while saving significant time.

Workfront

Jon Fotheringham

Director, Customer Experience Operations