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Glendale Infiniti
Case study
November 2025
1,800+
Calls/Month
160+
Service Appointments
0
Missed Calls
20%
Time Saved
The Situation
Glendale Infiniti faced a common dealership challenge: phone calls constantly pulling employees away from revenue-generating activities. The problems were widespread:
- Staff across all departments interrupted by incoming calls
- Missed calls and long wait times when employees were busy with customers
- No visibility into call patterns, transfer success, or why customers were calling
- Inconsistent call handling across departments
- Opportunities slipping through the cracks with no system to capture callback requests
The Solution
Flai was deployed as a full AI receptionist across the entire dealership—not just service, but every department:
- 100% of incoming calls answered instantly by Flai
- Intelligent routing and warm transfers to the right department
- Callback data collection when staff members are unavailable
- 24/7 coverage with zero wait time for any caller
- Customized AI behavior tailored to the dealership's specific needs
"Flai had the ability to be nimble enough and to adjust to everything." — Peter Kim, General Manager
The Results
The impact was immediate and measurable:
1,800+ calls handled monthly
Every single call answered instantly—zero missed, zero wait time
160+ service appointments booked
Consistent appointment flow captured automatically
20% time savings for staff
Employees freed from phone duty to focus on in-person customers
Complete call visibility
The dealership now understands who picks up transfers, who doesn't, and exactly why customers are calling
"The Flai dashboard is very robust, yet very simple." — Peter Kim, General Manager
Additional Benefits
Key takeaway
Glendale Infiniti didn't just solve their service department's phone problem—they transformed how the entire dealership handles communication. By deploying Flai as a full AI receptionist, every call is answered, every opportunity is captured, and every employee can focus on what actually drives revenue.
"It's freeing our team members to focus on other factors that generate revenue to our dealership. Things are working pretty seamlessly." — Peter Kim, General Manager
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