It’s Super Bowl Sunday, February 3, 2008 and America is crowded around its television sets and plasma displays watching what will come to be known as one of the most exciting games in Super Bowl history. And then the phone rings.

It’s an Xactly Incent customer calling Xactly customer support with an issue. Xactly customer support, operations and client services team members—likewise watching the Super Bowl with families and friends at various locations—spring into action, work together remotely via BlackBerries and iPhones to identify the issue, and set in motion a successful issue resolution. 

It’s a true story and one that underscores the commitment and the seriousness with which Xactly takes customer support and operations. The company has a world-class customer support and operations team staffed by industry experts, experienced sales performance management professionals, and highly skilled technical professionals.

Members of the Xactly support team are the pre-eminent subject matter experts on the Xactly Incent application platform and ensure that customers can view accurate commission data in a timely fashion.

Xactly offers two different support packages—Standard and Xactly Xtra™—enabling customers to choose the service level that best meets their needs. Standard support is free and available to all Xactly Incent subscribers while Xactly Xtra caters to customers who require 24 X 7 support.

Xactly tailors customer support for each business’s unique requirements. The Xactly support team can speak the customer’s language from a business analyst’s perspective and has intimate knowledge of each customer’s plan—including how the business rules are architected and configured. It is these business rules that fire certain calculations within the Xactly Incent application.

Working hand-in-hand with customer support, Xactly operations works around the clock—as demonstrated by our Superbowl story—to ensure that all systems are available and performing. Because Xactly provides an on-demand platform, all of the infrastructure—from network, to storage, to database to application—is supported by the Xactly operations team. That means customers can instead focus on their work at hand. 

Operations also play a key role in proactively planning capacity to accommodate the rapid acquisition and growth that our customers are experiencing.

To ensure the highest quality of service, the operations team stays ahead of the growth curve, implementing new technologies and capacity—whatever it takes to make the Xactly customer experience exceptional, rewarding and reliable.