How Easyshed grew outbound call activity 3.5x while cutting handle time with Aircall AI
"Choose a platform that gives you real visibility, analytics and integrations, not just a dial tone."
- Charissa Bautista, Process Development Manager, Easyshed
Easyshed supports customers across Australia through its Garden Shed and Big Shed product ranges, with team members working together to deliver a consistent customer experience. For a growing and distributed team, having the right communication tools, visibility and flexibility is essential.
Charissa “Chai” Bautista, Easyshed’s Process Development Manager, helps manage the systems and processes that support the company’s customer communications. Easyshed has used Aircall for more than five years, and today the platform helps the team better understand demand through analytics, maintain quality standards through automated quality assurance, and extend customer support with an AI Voice Agent that helps manage common contact reasons, after-hours enquiries and peak periods.
The company
Easyshed Australian-owned and made shed manufacturer with more than 40 years of experience, manufacturing its products in Albury, New South Wales, Australia. Selling manufacturer-direct, Easyshed provides storage solutions ranging from DIY garden sheds, workshops and garages to larger rural and industrial sheds.
Garden Shed serves customers across Australia with a high-volume range of DIY storage solutions, supported by Australia-wide delivery and an extensive Click & Collect network. Big Shed provides larger, customizable solutions for garages, workshops, farms and industrial applications. With customers supported throughout the journey from enquiry and purchase through to manufacturing and delivery, clear and reliable communication is an important part of the Easyshed customer experience.
We spoke to Charissa, who oversees the systems supporting the company’s customer communications, including Aircall, Gorgias, Shopify and Pipedrive, and assists with their integrations, testing, analytics and quality assurance.
Here’s Charissa’s Aircall story…
The challenge
Before Aircall, Easyshed ran its calling on a couple of separate tools, which left the team reporting and quality-checking by hand. Leadership had limited visibility into call routing, volumes, missed calls and team performance, and every quality review and report took manual effort.
Plus, Easyshed operates as one connected team across Australia and the Philippines, working together across sales, customer service and operations to support customers throughout their journey. Demand is uneven; Mondays and Tuesdays are the busiest days, seasonal spikes arrive around team assemblies and sales events, and a large share of contacts are repeat delivery-status enquiries. Garden Shed alone can take around 90 calls on a peak day. Covering after-hours and peak demand consistently, without overstaffing a lean and distributed team, was a persistent problem.
Why Aircall?
Easyshed has been an Aircall customer for over five-and-a-half years, so it’s fair to say, they know our platform deeply. While they looked at alternative options when they were evaluating their AI needs, they chose to keep building on Aircall, as there’s no coding required, no DIY, and no custom integration work necessary.
For Easyshed, it was the integration capability which was the deciding factor. They run a connected stack, and Aircall's ability to plug straight into it, including Gorgias, Shopify and Pipedrive, is what sets it apart from the alternatives. Rather than bolting on a separate calling tool, Aircall brings call context into the systems the Easyshed team already works in, helping conversations, customer records and deals stay connected across the business. This connected setup turns voice from a standalone channel into an integrated part of the wider customer experience workflow.
The solution
Visibility and workforce planning
Aircall Analytics replaced manual reporting. The team now quickly identifies trends in routing, volumes and missed calls, optimizes schedules and plans staffing around the weekly and seasonal peaks.
Quality assurance and coaching with AI Assist Pro
Automated Scorecards and Trackers let the team maintain consistent quality assurance without listening to every call. Trackers auto-categorize topics such as freight and delivery, speeding trend analysis, and case management, while call summaries support faster dispute resolution and adherence to call flows. It’s a quicker and more consistent step up from the previous manual quality assurance process.
"With Scorecards and Trackers we keep quality consistent without having to listen to every single call."
AI Voice Agents, live and expanding
Two AI Voice Agents work with Easyshed: “Steve” for the premium Big Shed range, and “Scott”, who’s currently being configured for Garden Shed. They answer common queries, route calls correctly and cover after-hours and peak periods. So far, the feedback is positive! The voice sounds natural rather than robotic, and triage and routing are working well, so Steve and Scott are fitting into the team nicely.
"The AI covers our after-hours and peak periods. It sounds natural, answers the basics and gets people to the right place."
A connected stack
Aircall integrates seamlessly with Easyshed’s existing technology stack, including Shopify, Gorgias for Garden Shed, Pipedrive for Big Shed, and NetSuite as our ERP. This helps keep customer and call context connected across the systems our teams use every day, which is particularly important for a business operating entirely online.
Early results
The strongest signal so far is in the Big Shed team, following their adoption of AI Assist Pro. Big Shed is seeing improvements in reduced time per call, for the same level of service and activity. The team’s making more calls, but each one is being handled more efficiently!
Measure (Big Shed division) | Change (year over year) | Note |
|---|---|---|
Outbound call activity | 3.5x | Concentrated in the outbound sales function |
Overall call volume | +170% | Following AI Assist Pro adoption |
Average handle time (talk time) | -6.2% | Shorter calls despite higher volume |
Beyond the numbers, the qualitative outcomes are clear; consistent quality assurance without listening to every call, faster identification of freight and delivery trends, quicker dispute resolution from call summaries, and after-hours coverage that a lean, offshore team could not previously sustain.
"Trackers categorize things like freight and delivery automatically, so we spot trends and resolve disputes far faster."
What's next for Easyshed?
Having seen the improvements in their inbound calls and after-hours coverage for Big Shed, Easyshed is now turning to outbound. The next test will use outbound AI Voice Agents to follow up on quotes already sent to customers. It's a proactive follow-up campaign that keeps deals moving without adding to the team's manual workload. For a business where quote-to-sale timing matters, automating that follow-up is a natural extension of the coverage AI Voice Agents already provide, and an early sign of how Easyshed plans to move from AI answering calls to AI actively supporting the sales pipeline.
Where can you begin?
Charissa's advice for teams weighing a move is simple; look past the dial tone. Choose a platform that gives you real visibility, analytics and integrations, so voice becomes part of your wider customer-experience workflow rather than a channel you manage on the side.
If you’re inspired by Easyshed’s story, give Aircall’s intuitive AI and comprehensive analytics a try