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Xactly's Award-Winning Customer Support and Success

Aoû 16, 2017
2 min read
Customer experience plays a vital role in companies' success. At Xactly, our Strategic Services team supports our customers and acts as a valued partner every step of the way. Learn more about everything they do to empower Xactly customers.

Years ago, my husband and I embarked on a remodel. The first day, the Caterpillar tractor arrived – we were thrilled to get the project underway! Then, the contractor knocked on the door. Plans in hand, he gesticulated at the drawings, said they weren’t accurate, he was going to need to move more soil, and it would (of course) cost more. All this despite the fact that he himself had done multiple site visits and reviewed the plans in advance.

Delivering good customer experience goes hand-in-hand with success. When you’re “sold” on something, and execution turns out nothing like you expected, or were promised, you’re not happy. At Xactly, we make it our top priority to deliver the very best customer experience possible – and that experience continues long after the contract is signed. Our world-class customer experience includes robust service and support programs – each with its own dedicated team of professionals to make the implementation of your incentive compensation program as successful as possible.

Best-in-class Technology and Compensation Design Expertise

Leveraging Xactly Strategic Services, our sales compensation consulting practice, customers get the value of Xactly’s best-in-class technology and our incentive compensation expertise to design, implement, and optimize programs. Strategic Services provides feedback and guidance for every aspect of your program. Customers partner with our Strategic Services team to use sales compensation more strategically for their businesses and maximize ROI. Strategic Services helps you get the most value from your incentive compensation program with plans that align with corporate goals and drive performance. 

End-to-End Implementation Support

With best practices gleaned from designing 35,000+ compensation plans and working with over a thousand global customers, Xactly Professional Services brings huge value to our customers. Available worldwide and around the clock, Xactly Professional Services delivers end-to-end implementation support – from definition of requirements to launch to project acceptance.

Global Customer Support

At Xactly, customer support doesn’t end when implementation is done. We provide ongoing global customer support to clients with a support team that is 100% Xactly solutions certified. With average team tenure of 3.5 years and a 24/7 customer support portal, you can be confident that you’ll get knowledgeable service and a timely response to all questions. We give our customers multiple platforms to communicate with us – we want to hear from you and learn how we can make your experience even better!

Customer Success Team

Customer success is so important to us at Xactly that we even have an internal team whose mission it is to specifically focus on it! Xactly’s Customer Success Team makes it a top priority to engage frequently with our customers and provides ongoing support programs, including customer update meetings, quarterly business reviews, and product webinars. Leading our customer success team is our Chief Customer Officer (CCO), Bernie Kassar. Bernie ensures that customer needs are kept paramount in all decision-making and that teams engaging with customers deliver a customer experience that supports Xactly’s core values: C.A.R.E.customer focus, accountability, respect, and excellence.

Xactly University

Xactly also provides a wide range of training options to ensure your business fully utilizes all of our solutions’ features and capabilities – including flexible on-site and online training and certification programs for critical users. Customers using our training services report up to 49 percent higher user adoption rates. There is no greater value to an organization than the trust of its customers. All of Xactly’s customer programs reinforce and support our commitment to building that trust through a world-class customer experience – and it shows. Xactly consistently gets the highest ratings in external customer reviews and has been recognized in the industry for our customer support excellence. It makes me proud to work at a company that places such a premium on customer care because, at the end of the day, your success is what it’s all about.

Jennifer Dignum Headshot
Jennifer Dignum
Senior Product Marketing Manger

Jennifer Dignum is Senior Product Marketing Manager at Xactly Corporation. As a seasoned marketing professional and independent consultant, Jennifer has over 15 years of experience working with both private and public companies across a broad range of technology industries.