Xactly Incent Review
Updated January 03, 2021

Xactly Incent Review

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Xactly Incent

We use Xactly to calculate commission for our sales reps. It is being used by the Finance and Sales departments. It helps with the accruals and commission payments when the system works. Lately we are having so many issues with Xactly. Not sure if the company can't handle the growth of customer base or maybe they won't want to help existing customer because we already renew our contract with Xactly.
  • Allows me to use the data to process analysis.
  • Allows our company to calculate and recalculate commissions with the click of a button.
  • Allows our sales to view their commission in a detailed view or summary view.
  • Able to consolidate columns from other views into one report - eg. payments report to show the commission rate and credits
  • Allow users to be able to refresh our sandbox environment for testing
  • If you need to reopen a period you have to reopen all subsequent periods
  • Be able to remove the commission on hold to a house acct
  • Be able to view partial released vs partial hold commission
  • Not able to group formulas with parentheses eg. excel can group with parentheses
  • Lack of support when we have a dead line. Takes over hours to get response. Even the response is unable to solve our problem.
  • Able to close commission within 2-3 days
  • Unable to meet our accrual deadline due to system issues consistently.
Good for a company with simple comp plans that do not require support or simple comp plan with simple formulas. A company with complex comp plans will need complex formulas and some of the formulas are hard to write. (No support if you need help on complex formulas unless you hire a consultant to write it for you).

Xactly Incent Support

When we get a response 4 hours later from the support team that the issue been resolved then found out the issue is still there. Later, we respond back that the issue is not fix, and we have to wait another 4 hours to inform us that they are looking into again. This is when there is a deadline due today and that is 8 hours of your day just sitting and waiting for support trying to resolve our problem.
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
Yes - 
Xactly is always trying to get you to buy their Premium Plus Support. Even with the premium support, we are not getting what we are paying. Not really sure why we are paying support to have them fix their system issue on the back end. Every month, we need the support to help us to figure out why we can't load our file or can't run the process. We been using Xactly over 5 years and our process has not change so I am not sure why every month we seems to have issues. This started a year ago. Seem the level of service is getting worse.

Yes - It was not resolve in a timely manner. The bug is happening every month but different issues. Not sure why there are so many issues month after month.
Not really. I used to get a very dedicated support for our company but now, keep getting different support every 6 months. It is really hard to work with a new support every couple of months. We have to explain how our process works. After we explained how it works, we get another new support. It seems Xactly can't retain their support for longer than a year.

Using Xactly Incent

I give it a 7 because when the system works, it is great. But recently we are having so many issues with Xactly and they can't seem to be able to help an existing customer that has been with Xactly for over 8 years. Really need to start looking for some new company soon.
Like to use
Easy to use
Well integrated
Quick to learn
Feel confident using
Lots to learn
  • Quota was very to set up
  • People records like target or base pay
  • Rules a little hard to set up
  • Personal Content - you have to enter one by up (wish you can mass upload)