# 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.