Freeman Lexus

Case study

September 2025

Key Metrics

• 1,100 Calls Handled
• 376 Appointments
• 88% Success Rate
• $100K Profit Impact

The Situation

This Lexus dealership operated a functional BDC during business hours but had a critical gap in their customer service strategy:

• No after-hours call center to handle evening and weekend inquiries
• Service customers calling outside business hours went to voicemail
• Peak hour overflow calls were being missed
• Luxury customers expect immediate, premium service at any time

The Solution

Flai was deployed to provide comprehensive coverage for this luxury dealership:

• 24/7 coverage for all after-hours service calls and inquiries
• Overflow handling during peak business hours
• Immediate appointment booking without wait times
• Premium, conversational AI matching the Lexus brand experience
• Seamless integration with their existing appointment system

The implementation ensured that every customer calling the Lexus dealership received immediate, professional service—day or night.

The Results

Since deployment, the results have been outstanding:

• ~1,100 calls handled
• Zero missed calls, including all after-hours and overflow traffic
• 376 appointments booked successfully from customer calls, many outside business hours
• 426 bookable calls - Total calls where the customer wanted to schedule service
• 88% success rate - Successfully converted 376 out of 426 bookable opportunities

The dealership captured an estimated $100,000 in profit from appointments that would have been completely lost without after-hours coverage.

Additional Benefits

Key takeaway

For luxury brands like Lexus, customer expectations are higher. This dealership transformed from losing after-hours opportunities to capturing nearly 90% of them. Flai provided the premium, always-available service that Lexus customers expect, generating six figures in profit that was previously walking to competitors.