How does Plum handle customization and enhancement requests?

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Submitting and Prioritizing Requests

Enhancement and customization requests can be submitted through Customer Success Managers (CSMs), the support portal, or dedicated account teams. Each request is assessed on business impact, urgency, and technical feasibility before being assigned a priority. This structured intake model ensures that high-impact changes — such as a workflow reconfiguration required ahead of a Workday or SAP SuccessFactors integration rollout — are escalated appropriately rather than queued alongside routine support tickets.

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Configuration Before Customization

Xoxoday Plum is built on a modular, API-first architecture that allows organizations to configure workflows, branding, catalog rules, and third-party integrations without requiring heavy custom development. Most business requirements — including tiered approval flows, multi-currency reward catalogs, and SSO configurations — can be addressed through native configuration options alone. When genuinely unique needs arise, Xoxoday Plum supports the development of custom modules, connectors, and extensions that maintain forward compatibility with future product releases.

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Agile Delivery and Change Management

Enhancement requests accepted by the Xoxoday Plum Product Management team are prioritized for inclusion in the published product roadmap. All changes are delivered using Agile methodologies and CI/CD pipelines, enabling frequent incremental releases rather than long, disruptive upgrade cycles. Before any update reaches production, it undergoes rigorous QA, regression testing, and InfoSec review — including alignment with compliance standards such as ISO 27001 and SOC 2 Type II.

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Transparency and CSM-Led Communication

Clients are kept informed throughout the process via release notes, quarterly success reviews, and roadmap co-creation discussions. Dedicated CSMs are responsible for tracking every open request, providing status updates, and following through until resolution. For organizations running employee incentive programs delivered through channels like Slack or Microsoft Teams, this ongoing communication ensures that platform changes align with internal launch timelines and HR calendar events.

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Post-Deployment Refinement

Once a customization or enhancement is deployed, Xoxoday Plum monitors performance through built-in analytics and customer-defined KPIs. User feedback gathered after go-live feeds directly into the next iteration cycle, ensuring that delivered changes continue to generate measurable business value. This closed feedback loop reflects a broader commitment to treating customization not as a one-off project but as an ongoing partnership.

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Learn more: Xoxoday Plum Help Centre — Process