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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