Item: Xactly Incent
Rating: 1
Author: Chris Wolfgang

Use Cases and Deployment Scope

I am a software developer involved in the integration between our company and Xactly

Pros and Cons

Can't think of any in my area of use

Tech Support is awful. Any ticket you put in gets a reply of "Please provide steps to reproduce" Even when you provide steps, you still get the same response. It seems like they have a certain SLA on responding to tickets and if they put that in there it stops the clock.
Twice a month we generate payroll file. That file hasn't been correct since day one. It's been over a year
They can't provide documentation on their system. During implementation we asked for documentation on their database so we could build queries and data extracts. We were told they didn't have such documentation but if we wanted to pay them, they could build the documentation. How do your developers make changes to your system if there is no documentation telling you what you are changing?

Return on Investment

Every month when we close the month on Sat afternoon we have to manually upload files to Xactly because Xactly doesn't have an automated way for us to schedule a job to upload to their system

Adoption

My understanding is that other departments like Finance are still waiting for reports to be generated

Key Insights

Do you think Xactly Incent delivers good value for the price?

Are you happy with Xactly Incent's feature set?

Did Xactly Incent live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Xactly Incent go as expected?

Would you buy Xactly Incent again?

From my experience they seem to fail on implementation.

It took 6 months to implement and it is arguably still not done/complete a year and a half after go live. They would send us data extracts, we would try import them in our system and they would fail.

When asked what they changed the answer was always nothing. We have to start digging through the files on our end until we found what changed and then when we would question them on that they then answer would change to "oh yeah we changed that"

We had a time earlier this year where we had data issues on side and upon investigation we found they deleted half the month's data on their side and reprocessed it for some reason. And since they didn't tell us we didn't know to pull the new records. We opened a ticket to find out why they did this but they could answer that. There have been several times we have asked them why something broke and they can't provide answers

Even little things like the interface in their connect system shows times as GMT. However, some fields are really the user's local time or PST but all are still labeled GMT which not only make troubleshooting difficult, but just scheduling a job to run at 1am it could run 1am my time, 1 am PST or 1 am GMT. I put in a ticket for that like a year ago and got a response that it is a know problem and might get fixed in the future and closed the ticket. How hard is it to display the time consistently? Make everything really GMT and at least users can adjust from there.

Not satisfied at all

Overall Satisfaction with Xactly Incent