Salesforce has played an instrumental role in scaling Xero’s support since 2016, when Xero adopted Salesforce Customer 360 for a single view of customers.
Up until that time, the sales team managed leads in spreadsheets and Customer Experience specialists had to navigate through multiple screen views while helping customers over phone and email. As the company looked to grow globally, it needed a more efficient way of working.
“When I joined in 2012, we had around 100,000 customers and I remember our CFO pulling me aside and saying that we’d have a million customers someday soon. It was planning for that growth that made us think quite differently about the customer experience we wanted to provide,” said Nigel Piper, Executive General Manager, Customer at Xero.
When it came to choosing a solution to build that experience, Xero had three key requirements. First, the solution had to enable an experience as beautifully simple as Xero’s own software. Second, it had to be designed for the future. And finally, it had to be easy to use and enable people to do their best work.
Natalie Screen, General Manager of Customer Success at Xero, shared why the company chose Salesforce: “We aimed to set a benchmark for what support looked like in a SaaS company and wanted to partner with a leader who could help define that experience.”
Sales Cloud was the first step in transforming the customer and employee experience. Sales Cloud was not only much more efficient, but made it easier to track opportunities from initial contact to close. It’s also provided a better understanding of customers and their goals.
“One of our values at Xero is ‘Human’ and intrinsic to that is really knowing our customers and partners,” said Sophie Jackson, Regional Sales Manager for Victoria and Tasmania, Xero. “Salesforce is critical for our sales teams. Whether they’re in the office or on the road, they can surface everything they need to know about our customers, including where they’re at in their Xero journey and how they’re using our products.”
The sales team uses these insights to grow relationships with customers and partners and to drive their success, whether by helping them increase efficiency or grow their service offering.
“No one Xero accounting and bookkeeping partner is the same, so we really try to find out what makes them tick and how we can make an impact in helping them achieve their goals,” said Jackson.