Fitzgerald Auto Malls rebuilds trust and increases RO revenue with TruVideo.
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.
The most important thing to us is how our customers feel. TruVideo makes them feel like we’re always on their side.
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
