Customer Stories

Scaling Xero's business communication system

Building a future-ready IT stack



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.

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-premises systems required constant IT upkeep. Dialpad enabled 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.

“We now have one global business communications platform for all offices.”
Andrew Jessett
General Manager, Internal IT


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 “work-from-anywhere” model. From New Zealand to San Francisco, Xero relies on Dialpad to empower its global network of anywhere workers.

In addition to supporting Xero’s customer care centers, Dialpad also enables 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 uses Dialpad to establish local numbers for its team, lending credibility to reps when connecting with prospects.

As a software-defined platform, Dialpad also integrates seamlessly with the rest of Xero’s Anywhere Worker IT stack, including Google Workspace and Salesforce. “By pulling relevant data directly into our phone system, our reps can sell and service smarter—no matter where work takes them,” said Andrew Jessett, General IT Manager. Xero also relies heavily on Dialpad's call analytics, which enables the company to drill down into communications data by user, department, or region.

Instead of managing on-premises servers and physical desk phones, Xero’s IT team now uses Dialpad’s rapid deployment engine to provision users and create new offices in minutes. Whether employees are resolving support tickets at HQ, closing deals on the road, or working from home, they can service customers and collaborate with colleagues from anywhere.

Learn more about how Dialpad can support your enterprise phone system needs!