How Aircall’s AI platform is powering Custom Neon’s global expansion
Custom Neon is lighting up the world, one sign at a time. Founded in 2018 by Jake Munday, CEO and Co-Founder, this innovative e-commerce brand specializes in creating stunning custom neon signs for businesses and individuals. From simple beginnings in Geelong, Australia, the company has grown into a globally recognized leader in neon signage, with customers from the United States, the United Kingdom, Australia, and beyond. Today, 75% of Custom Neon’s sales originate from the U.S., and they plan to expand even further.
Custom Neon’s journey into the global spotlight hasn’t been without its challenges. In the early days, their customer service operations were supported by a basic VoIP system. The small team was using a rudimentary setup that involved routing calls to mobile phones through two devices in their office. While functional at first, this approach quickly became ill-suited for a growing enterprise.
“We had two mobiles in the office… and when someone called our main number, it would call one of the mobiles. As we started growing, we kind of outgrew that solution. We needed to think a little bit more professionally.” Munday recalled.
Recognizing the need for a scalable solution to match their ambitions, Jake turned to Aircall, the AI-powered customer communications platform designed to meet the demands of modern businesses like Custom Neon. What began with simple research and testing quickly transformed into an indispensable part of their operations.
Aircall: The game-changer for global connectivity
With offices and distributed teams across Australia, the UK, and US, seamless coordination was essential for Custom Neon to offer nearly round-the-clock service. Aircall enabled efficient call routing between teams based on time zones, so customers have access to support at all hours of the day. Munday emphasized the importance of uninterrupted global support:
“We’re available twenty-three hours of every single day… When our Australian team clocks off, it will then go to the UK team, and vice versa.”
But it’s Aircall’s native integration with their CRM that’s made a huge impact on Custom Neon’s workflows and optimized customer experiences. The automating syncing of the two platforms has saved hours of valuable time and given their sales and support agents instant access to important details. This precise integration helps Custom Neon identify customer needs and respond more effectively; a key factor in their sustained growth.
AI tools that elevate efficiency and customer experience
Aircall’s AI-Generated Call Summaries and customer sentiment analysis have been a game-changer for Custom Neon. Instead of poring over lengthy call recordings, managers can easily grasp the essence of conversations and evaluate customer engagement using these aspects of Aircall’s AI Assist, saving hours of time, speeding up their decision-making, and helping managers to address issues proactively.
“It gives our customer service manager the ability to look at the negative calls and then provide training or feedback to any of the staff in real time.”
Jake Munday, CEO and Co-Founder, Custom Neon
As well as AI Assist, Custom Neon have capitalized on Aircall’s essential functionalities, such as timed business hours, voicemail-to-email services, and affordable pricing. Munday remarked on the efficiency Aircall brings to their business, even through these seemingly simple features: “Sometimes when you’ve got something in place, you don’t realize how much time it actually saves until it’s gone… We are just running well, and we don’t really know what the inefficiencies would be if we didn’t have Aircall.”
Scaling alongside Custom Neon’s growth
As Custom Neon continues to expand into new markets such as Japan, Germany, and other parts of Europe, Aircall remains a trusted partner in helping the company scale its customer service infrastructure. The ability to operate seamlessly across territories ensures that Custom Neon can manage its growing customer base without missing a beat. This flexibility positions Aircall as an essential enabler of the company’s ambitious expansion plans.
Looking ahead, Custom Neon is diversifying its offerings beyond neon signs to explore other types of business signage. These efforts require sophisticated client management and communication systems capable of supporting more intricate workflows: a challenge that Aircall is more than ready to accept!
A partnership built on innovation and trust
For Jake, adopting Aircall was one of his most impactful decisions for Custom Neon’s success. The AI-powered platform supports the brand’s mission of delivering exceptional experiences to businesses worldwide. Whether it’s the smooth integration with their CRM, AI-enhanced insights, or robust call routing capabilities, Aircall has helped redefine what effective communication looks like for a global e-commerce brand.
As the partnership evolves, one thing remains clear: Aircall isn’t just a tool for Custom Neon; it’s an integral part of their story—a story of lighting the way for businesses everywhere, backed by innovation and connection.
If you’re interested in seeing how integrated AI communications can help your small business deliver on a worldwide scale, book a demo with Aircall today.