Transparency became the foundation of a customer-first culture across all Bill Knight locations
Bill Knight Auto Group serves 11 cities across Oklahoma and has always believed that customers deserve clarity, honesty, and a service experience built on trust. When Director of Operations Ryan Knight set out to strengthen transparency in the service department, he turned to TruVideo’s AI-powered video and messaging platform to elevate every touchpoint.
Challenge: Customers needed proof, not pressure
Before TruVideo, service conversations relied heavily on verbal explanations. Customers trusted the Bill Knight brand, but they still struggled to visualize what needed attention and why. Ryan wanted to remove uncertainty and give customers full control. His goal was not to push for more work. It was to show customers the real condition of their vehicle with clarity and proof.
We feel like it is a differentiator. Whether someone buys a vehicle, services a vehicle, or comes in for something small, we tell them we use video. It sets us apart.
The Results?
Transparency did more than improve the customer experience. It increased approvals and boosted performance across every location. Since launching TruVideo in 2023, Bill Knight Auto Group has seen measurable gains whenever customers view a service video.
- .4 more hours per repair order when a video is viewed
- 43.9 percent increase in labor revenue per RO when a video is viewed
- 3.7 percent increase in parts revenue per RO when a video is viewed
