Freeman Toyota

Case study
August 2025

• Total Calls: 1,053
• Appointments: 358
• Profit Impact: $94K

The Situation

This Toyota dealership had a well-established 6-person BDC team handling customer calls during business hours. However, they were facing challenges with:

• Call overflow during peak hours overwhelming the BDC team
• No coverage for after-hours inquiries from customers
• Missed opportunities when all BDC agents were occupied
• Customers hanging up due to long wait times

The Solution

Flai was implemented to work alongside the existing BDC team, not replace them. The AI handles:

• Overflow calls when all BDC agents are busy
• 100% of after-hours service inquiries and appointment requests
• Seamless warm transfers to human agents when needed

The BDC team can now focus on complex conversations while Flai ensures no call ever goes unanswered.

The Results

The dealership saw remarkable improvements:

• 1,053 calls handled
• 358 appointments
• $93,870 in profit impact

The dealership generated an estimated $93,870 in profit while saving $5,265 in operational costs during the one-month period.

Additional Benefits

Key takeaway

By augmenting their existing BDC team with Flai, this Toyota dealership didn't replace their staff—they enhanced their capabilities. The AI handles routine calls and overflow traffic, allowing the human team to focus on high-value interactions while ensuring 24/7 coverage and zero missed opportunities.