Anika Rani @neekseeka Technical Business Analyst, Xero

‘Xero-ing’ in on global collaboration during hyper-growth

DENVER NEW YORK

SAN FRANCISCO

MILTON KEYNES

LONDON

CANBERRA

MELBOURNE

SYDNEY AUCKLAND

WELLINGTON

SINGAPORE

Global small business platform and ecosystem with over 700,000 subscribers

#1 Most innovative growth companies 2014 & 2015

Best Accounting SoftwareCLOUDSWAVE AWARDS

Financial Product of the YearUK CLOUD AWARDS

TaxTouch Most InnovativeBANKING TECH AWARDS

Top-choice accounting softwarePC WORLD

Our growth

1,450+

717,000

200 1k 7k 17k36k

78k

157k

284k

475k

27 50 56 90 113194

382

758

1161

$39MREVENUE

REVENUE$258M

SUBSCRIBERS

XERO STAFF

1,450+

27 50 56 90 113194

382

758

1161

XERO STAFF

Human Champion Challenge Ownership Beautiful

Challenges

Challenges

1 2 3 4

On-boarding & Up-skilling

Standardisation vs. Freedom

Supportchannel

Atlassian Suite Performance

Rapid hiring & effort to on-board

Knowledge sharing for new starters

Continuous learning & up-skilling

Exponential speed of development

Managing the on-boarding and up-skilling of teams

1

Training in small, targeted groups

Surface content, make it easily accessible

Establish a training support channel

1

Internal Atlassian knowledge base for self-help

Managing the on-boarding and up-skilling of teams

Standardizing while scaling

Constantly evolving, dynamic teams

Openness to other systems & tools

Achieving a balance between standardization and freedom

2

1450+ Users

185 Projects

62 Customfields

44 Workflows

13 14 15 16

JIRA Usage

77

723

1126

51

120

48

60

38 23

Integrate disparate systems using Atlasssian Marketplace

Common and flexible workflows

Track and review usage statistics

2

Achieving a balance between standardization and freedom

Establishing an effective support channel for stakeholder engagement

No single place for directing requests

Requests were missed

No visibility of request numbers

SLAs did not exist

3

Establish a single funnel for requests

Leverage customised issue collectors

Set response times and expectations

3

Report, report, report

Establishing an effective support channel for stakeholder engagement

Increase in number of global users at Xero

Increase in customisations and add-ons

Little visibility of server performance

Maintaining the Atlassian Suite for stable performance

4

Be proactive: Implement monitoring tools - Java Melody

Be reactive: Establish an Outage Response Process

Educate the team

Maintaining the Atlassian Suite for stable performance

4

Takeaways

Design with scale in mind Deliver value from change

Create a common language

Align don’t silo

Ensure effective operations

Group thinking & review

Human Champion Challenge Ownership Beautiful

Beautiful accounting software

www.xero.com