# 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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