The Next Evolution of Video MPI

Episode 60 — Featuring Guest Joe Shaker | 

Video inspections are becoming standard in dealership service departments. But simply sending a video is no longer enough. The next opportunity is making sure customers actually watch it, understand it, and see enough value in the experience to trust the recommendation and come back again.

In this episode, sponsored by DriveSure, Bill Springer welcomes back Joe Shaker, CEO and co-founder of TruVideo and owner of Shaker Auto Group, to explore how video MPI has evolved from an adoption challenge into an execution challenge. Joe shares what leading dealerships are doing to improve view rates and video quality, how better visual explanations can increase service approvals, and why transparency matters well beyond the current repair order. They also dig into new findings from DriveSure’s 2026 Dealership Service Retention Report, including the significant trust gap between customers who have experienced video inspections and those who have not, plus what AI-powered video quality scoring could mean for the next phase of fixed ops.

Takeaways from this episode:

• Why view rate matters more than send rate, and the advisor’s role in getting customers to actually watch technician videos
• How showing, explaining, and measuring items like tires and brakes can dramatically improve customer understanding and service approvals
• Why 66% of customers who have received a video inspection say it makes them more likely to trust recommended work
• How consistent video experiences can help dealerships build the kind of trust that drives long-term service retention
• What’s next for video MPI, from AI-powered quality scoring and object detection to visual intelligence and technician-focused tools

Resources

TruVideo
Episode 16
Reach out to Joe via Email
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
Retention Roadmap YouTube Channel