Birchwood Ford Turns 26,000 Inspection Videos Into Over $720K in Additional RO Revenue

For years, Birchwood Ford ran its service lane the way most stores do. A technician found something on the lift, the advisor called the customer, and the customer had to decide based on a voice on the phone and a number. When Birchwood made Kimoby Video-to-Customer (V2C) a standard step, customers could finally see what the technician saw, and the results followed.

Results

26,000+ videos sent to customers

Customer sees what the technician sees, on their own phone.

$720K+ in additional RO revenue

More work is approved when they can see the problem for themselves.

The standard step for every inspection

Recording what the technician sees is part of the inspection itself at Birchwood, and that standard is what produced the scale behind the lift.

“The biggest change is the conversation. Nobody asks 'do I really need this?' anymore. They saw the brake pad. The question now is whether we can have it done by 4 o'clock."

Keith Cochrane

Fixed Ops Manager at Birchwood Ford

Birchwood deployed Kimoby Video-to-Customer as part of the Service Lane OS and made video the default on every RO.

Video the customer actually understands
A technician scans the VIN and records a short walkaround of exactly what needs attention, and the advisor sends it by text with a line-by-line estimate. The customer watches on their phone, approves or declines each line.

AI that raises the quality of every video
Birchwood's videos go out clean, even from a loud shop. AI noise cancellation strips out the service bay racket so customers hear the technician. Automatic captions and transcripts let customers follow along with the sound off.

On top of that, every video gets scored out of 100 with feedback specific enough to act on. Birchwood turns every inspection into a coaching moment, and as quality climbs, so does the lift.

One flow, built for Ford’s service video expectations
Video lives inside the same platform Birchwood’s advisors use for estimates, approvals, payments, and every customer conversation: one flow from drop-off to pickup. As a Ford store, Birchwood also meets its OEM’s service video expectations.