DI A L PA D, INC. S A N FR A NCIS C O, C A W W W.DI A L PA D.C OM

A DIALPAD CUSTOMER STORY

XERO KILLSTHE DESK PHONESee how the global enterprise delivers

Anywhere Sales & Service with Dialpad

02DI A L PA D + X ER O

TABLE OF CONTENTS

Building a Future-Ready IT Stack

Anywhere Sales, Service & IT

Implementation and Results

EMPLOYEES

INTERNATIONAL OFFICES

SUBSCRIBERS

A CUSTOMER STORY FOR ANYWHERE SALES & SERVICE

Xero offers cloud-based accounting

software for small businesses around

the world, connecting accountants

and bookkeepers with the numbers

they need—anytime, anywhere, on any

device. Founded over a decade ago, the

New Zealand company now serves over

one million subscribers.

INDUSTRY

High Tech

HE ADQUARTERS

Wellington, New Zealand

WEBSITE

xero.com

1,400+1+ MIL17

ANYWHEREWORKERS

17 GLOBAL OFFICES

ASTERISK PBX SYSTEM

THE DESK PHONE HAS NO PLACE IN THE MODERN WORKPLACE.

— ANDREW JESSETT, General Manager, Internal IT

IT CHALLENGES

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VISIONARY SPOTLIGHT

XERO’S ANYWHERE WORKER IT STACK

XERO

Founded in 2006, Xero today partners

with more than 16,000 accounting and

bookkeeping firms and serves more than a

million small business subscribers. As Xero

spent the past decade expanding across

the globe, its IT team encountered common

obstacles in scaling its traditional telephony

infrastructure.

BUILDING A FUTURE-READY IT STACK

07DI A L PA D + X ER O

IT CHALLENGES

Like many fast-growing companies, Xero

inherited a hodgepodge of PBX systems

as it expanded its international footprint.

Each new office in each new region

signed up with a local vendor. These pre-

packaged on-premise systems required

constant IT upkeep.

“We started looking at Dialpad as an

opportunity to provide one global

communications platform across all 17 of

our sites,” said Andrew Jessett, General

Manager, Internal IT, Xero.

Dialpad allowed Xero to consolidate

company-wide conversations into a single

Enterprise Communications Platform that

works on any device, saving IT resources

and freeing employees to work from

anywhere.

BUILDING A FUTURE-READY IT STACK

WE NOW HAVE ONE GLOBAL BUSINESS COMMUNICATIONS PLATFORM.

— ANDREW JESSETT, General Manager, Internal IT

XERO

Xero is a truly global company, with

employees and offices on four continents—

Australia, Europe, North America, and Asia.

With more than 1,400 employees distributed

across the company’s 17 offices, Xero has

wholeheartedly embraced the “anywhere

worker” model.

ANYWHERE SALES, SERVICE & IT

1 0DI A L PA D + X ER O

From New Zealand to San Francisco, Xero

relies on cloud tools to support its global

network of anywhere workers. Using

single sign-on, employees have one-click

access to all their applications, including

Dialpad.

In addition to supporting Xero’s customer

care centers, Dialpad also empowers

the company’s sales organization to

communicate via voice or business

SMS—from anywhere. In Singapore, the

company’s sales hub for operations across

the Philippines, Hong Kong, and Malaysia,

Xero used Dialpad to establish local

numbers for its team, lending credibility

to reps when connecting with prospects.

INTEGRATIONS & ANALYTICS

As a software-defined solution, Dialpad

integrates seamlessly with the rest

of Xero’s Anywhere Worker IT stack,

including G Suite and Salesforce. When

communicating through Dialpad, users

can view upcoming events, recent emails,

shared documents, and relevant customer

data—all in one place.

ANY WHERE SALES, SERVICE & IT

1 1DI A L PA D + X ER O

“It’s critical for us to have an integrated

IT stack with core applications that

can speak to each other” said Andrew

Jessett, General Manager, Internal IT,

Xero. “By pulling relevant data directly

into our phone system, our reps can sell

and service smarter—no matter where

work takes them.”

Xero also relies heavily on Dialpad

Analytics, which enables the company to

drill down into communications data by

user, department, or region.

Tracking inbound call volume, number

of missed calls by department, and

text messages sent per day allows

management to monitor and consistently

improve sales and service performance.

DELIVERING ANY WHERE SALES & SERVICE

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EVERY XERO EMPLOYEE IS NOW AN ANYWHEREWORKER.— DAVID FINNIE, Infrastructure Architect

XERO

Dialpad eliminated the complexity

associated with Xero’s previous telephony

systems. Instead of managing on-premise

servers and physical desk phones, Xero’s IT

team uses Dialpad’s rapid deployment engine

to provision users and create new offices in

minutes—from any location.

IMPLEMENTATION AND RESULTS

RESULTS

Xero has reaped enormous benefits by

switching to Dialpad. Where the enter-

prise previously spent $400 per phone,

Xero now saves hundreds of thousands of

dollars by powering all its workers’ com-

munications in the cloud.

Dialpad killed the desk phone at Xero, in-

tegrating seamlessly into the enterprise’s

existing Anywhere Worker IT Stack. Xe-

ro’s IT team no longer faces the burden of

managing unwieldy on-premise systems

and its people now have the power to

work from any device, anywhere in the

world.

500,000+100%100%

ANNUAL TELEPHONY COST SAVINGS ($)

PROPORTION OF ANYWHERE WORKERS

DESK PHONES KILLED

GET STARTED TODAY

CONNECT EVERYONE. WORK ANYWHERE. Dialpad builds software for better communications

at work. It empowers today’s anywhere worker to

talk, text, make video calls, and meet online with

customers and colleagues on any device. Today,

35,000+ customers trust Dialpad, including Uber,

Vivint Solar, Betterment, Motorola Solutions, Stripe,

Postmates, Quora, Netflix, and 60 percent of the

Fortune 500. Dialpad is funded by some of the

world’s best recognized investors including Amasia,

Andreessen Horowitz, Felicis Ventures, GV (formerly

Google Ventures), Softbank and Work-Bench. To

learn more about our mission to kill the desk phone,

visit dialpad.com and follow @DialpadHQ on Twitter.

Packet Fusion Ellen Pensky ellen@bumblebeemarketing.net