Case Study: Xero achieves faster problem‑solving for customers and employees with Slack

Faster problem-solving at Xero – for customers and employees alike

Xero, the Wellington‑based cloud accounting platform used by 2.3 million subscribers and more than 3,000 employees worldwide, faced fragmented communications: teams relied on multiple disconnected tools (Yammer, Hangouts, Skype) that created information silos, slowed specialist routing and incident response, and made cross‑company campaigns and SLA compliance difficult.

Xero adopted Slack company‑wide and built channel‑based workflows, custom bots (Kevbot for workflow coordination, Multivac for incident management), and integrations with Zendesk, Jira and PagerDuty, plus simple emoji status cues. The changes sped specialist responses, streamlined incident triage, simplified partner campaigns, reduced context switching, improved visibility and employee engagement — delivering faster resolutions for customers and more efficient internal operations.

Xero

Justine Wallendorf

Partner Marketing Manager