Transparency became the foundation of a customer-first culture across all Bill Knight locations
By implementing TruVideo across all 17 of its dealerships, Fitzgerald Auto Malls turned a guest-first philosophy into a measurable system of trust and transparency. The group had always emphasized hospitality, but customers still questioned whether service recommendations were necessary. Technicians were using fragmented tools, communication was inconsistent, and trust in the service lane was uneven.
With TruVideo’s video and messaging platform, Fitzgerald created a consistent, easy-to-use process that helped every guest see exactly what their technician saw. Each inspection video begins with something positive about the customer’s vehicle, an intentional step to shift the tone from pressure to partnership. The result is faster approvals, higher technician engagement, and a renewed sense of confidence across every dealership.
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?
- +0.4 hours per RO
- +29.3% increase in labor revenue
- +30.9% increase in parts revenue
- Year-over-year increase in NPS
- Faster approvals and higher technician engagement
