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Communication with Xero

  • Member
  • Practice Licence
  • 54 posts
  • # 116755

Hello, 

I've a need to move onto cloud-based accounting from an old version of Sage. So many of you recommend Xero as a simple, straightforward service. However, I've been emailing the sales team, as you'll know there's no telephone number. I've had two emails from two representatives but these have been standard emails, nothing personal. I've replied to these emails, and phoned the attached numbers for these individuals, and I'm not getting any replies. This has been going on for a week and a half. The question I ask is, if I become a partner and subscribe my clients, will the after-sales service and support be this slow? 

Does anyone have any experience of this? (My clients are getting grouchy now so I need to make a decision sooner rather than later!)

Thanks for any advice,

Vanessa

  • Member PM.Dip
  • Practice Licence
  • 36 posts
  • # 116758

Hi Vanessa,

I joined Xero partner programme at the end of March.

I completed the partner sign up form found at https://www.xero.com/uk/partner-programs/partners/signup/ and the following day I got a call from an onboarding specialist Richard Aylott.

After I completed the Xero advisor certificate I was then passed over to my account manager Selina. When I have had queries she has been very quick to get in touch via e-mail.

I would try to fill in the partner sign up form, i'm sure they will be very eager to contact you and sign you up due to it nearing the end of the month. 

They also give pretty good discounts for your first few clients.

I've also had very good experiences with QuickBooks, Pandle and Kashflow too. Smile

Regards,

Jaye

  • Member PM.Dip
  • Practice Licence
  • 16 posts
  • # 116760

Hi Vanessa,

I agree with Jaye with this - I signed up for Xero Partner Edition yesterday online, and have just received a call to help me get set up and explain the process about getting certified, then getting an account manager with 24/7 priority support and costs for client subscriptions etc.

So far the process seems very smooth ! So I've now got 30 days to do the accreditation modules...Cool

Kind regards,

Gina

 

 

 

  • Member
  • Practice Licence
  • 54 posts
  • # 116761

Hi Jaye and Gina,

Thanks so much for taking the time to reply - this is a fabulous resource when working alone!

Richard called me today actually and we've booked a time on Friday to get me signed up. I am halfway through my Payroll diploma, so what with the Xero acccreditation and this I think I'll have a busy few weeks - eek!

I'm glad you've both found joining Xero OK. 

Thanks once again and can I keep in touch if I have a query!?!

Best wishes,

Vanessa

  • Member PM.Dip
  • Practice Licence
  • 16 posts
  • # 116762

Hi Vanessa,

Of course - glad to have someone to keep in touch with - I'm sure I'll have lots of queries about it ! I'm going to be having at look at the payroll training on Xero as well, if you are also doing payroll ?

I know what you mean about the workload - I'm trying to get through the Level IV reading / exams as well and it's half term next week - eek again !Surprised

Kind regards,

Gina

  • Member
  • Practice Licence
  • 54 posts
  • # 116763

Thanks Gina!

Good luck with your workload too. I'm doing the Ideal Schools Payroll Diploma. All going well so far. Hope your Level IV goes well.

I know - half term!! Where does the time go?? I feel some lat nights coming on!

All the best,

Vanessa!

  • Member
  • Practice Licence
  • 3 posts
  • # 116769

 

Hi all

Interesting to read your experiences. I've tried three times over the last couple of weeks to register with Xero. I get the email to say someone will be in touch but the phone never rings! It's a bit frustrating that there is no way to contact them, especially as I've got a client waiting to go on. Looks like they'll be going on Quickbooks!

Am I missing something?

Cheers

Dean 

  • Member
  • Practice Licence
  • 54 posts
  • # 116770

Hi Dean,

I understand your frustration! It's taken me a few weeks to get to this point.

I am nearly there, if the onboard partner speciaist I'm dealing with calls me as promised tomorrow to get me signed up.

They are extremely busy I believe, which may be a good sign!?

Here are the details for the gentleman I'm dealing with:

Richard Aylott
Partner Onboarding Specialist
 
Telephone: +44 (01908) 538666
 
I know he's out of the office today.
 
Hope you get somewhere, but I think your experience is a typical one!
 
Best wishes, Vanessa

  • Member PM.Dip
  • Practice Licence
  • 16 posts
  • # 116774

DM B&A said:

...

Am I missing something?

Cheers

Dean 


 Strange how experiences differ ! The only thing I can think is are you signing up as a bookkeeper/accountant partner, rather than just as a business user ? 

Kind regards,

Gina

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