Case Study: CDK Global (customer) achieves higher service ROI and stronger customer trust with CDK Global (solution provider)

Dealership Return On Service Video Investment

CDK Global worked with dealerships to tackle declining transparency and slow approvals in service operations by improving customer communication. To address this, CDK Global offered its CDK ServiceView solution (powered by TruVideo) to deliver asynchronous, text-delivered service videos that help technicians show needed repairs directly to customers.

Using CDK Global’s CDK ServiceView, dealers sent millions of short, personalized "at your leisure" videos that increased understanding, sharing and faster approvals — driving measurable results: Service Intent to Return/NPS rose about 4–7 points, average repair order value increased from $249 to $304 (a $55 lift), average video views were 1.31 with 39% sharing and ROI uplift reached as much as ~38% on older vehicles. CDK Global’s implementation also established utilization benchmarks (e.g., 75% of ROs with videos taken) and clear best practices for video length to sustain those gains.

CDK Global