Expert Interview: Why Tri State Ford Uses TruVideo to Modernize Your Service Experience Today, we are sitting down with Matt Shaw, the Service Manager here at Tri State Ford. With over 10 years of experience managing automotive maintenance and repair teams, Matt has seen firsthand how technology can bridge the gap between the service bay and the customer. In this interview, he explains why our team has fully integrated TruVideo into our daily operations and how this digital tool provides absolute transparency for every vehicle owner who trusts us with their maintenance needs. Q: Matt, many drivers are used to the traditional way of getting a phone call about repairs, so why did the team decide to move toward using TruVideo for every inspection? A: It really comes down to our core values of being practical and dependable for the families we serve. We know that when you bring your vehicle to our East Liverpool location, you are trusting us with one of your most important tools for daily life. In the past, a technician would find a leak or a worn part, and a service advisor would have to describe that over the phone. That often felt like a "he said, she said" situation which can be stressful for a customer. By using TruVideo, we can actually show you exactly what the technician sees while your Ford is up on the lift. If you live in Calcutta and are dealing with the gently rolling hills and varied terrain of our region, you know that your braking system and suspension take a lot of wear. We want you to see that wear for yourself so you can make an informed decision. This technology allows us to send a high-definition video link directly to your smartphone. You don't have to download an app or log into a complicated portal; you just click the link in your text message and watch the walkthrough. If you're worried about your vehicle's health before a long trip, you can schedule a service visit online and experience this transparency firsthand. We also make sure to offer monthly maintenance coupons to help keep these necessary repairs within your family budget. If you can't make it into the shop, we even have a mobile repair van that brings our expertise to your driveway. Whether we are testing your battery or checking your EcoBoost engine, the goal is always to provide a clear, honest look at your vehicle's condition. If you have questions about a specific video you received, you can always give our service desk (330) 462-7578 a quick call to discuss the details with our advisors. Q: How does seeing a video actually help a customer feel more confident about clicking "approve" on a repair recommendation? A: Seeing is believing, especially when it comes to mechanical components that most people don't see every day. When a technician points a camera at a serpentine belt that is starting to crack or shows the inner brake pad wearing thinner than the outer one, the mystery of the repair disappears. It moves the conversation from a generic recommendation to a specific, visual fact. We find that our customers feel much more empowered because they aren't just taking our word for it; they are looking at the evidence. This is particularly important for safety features like blind spot monitoring sensors or lane-keeping system cameras that might need calibration. We want you to be as confident in your car's safety as we are. Beyond just the repairs, this level of detail helps with financial prudence. If we show you that your tires are at a 4/32-inch tread depth, you can see that while they are safe for today, you should probably start looking at current Ford offers for a new set in the coming months. We also have a dedicated service financing options team that can help you break up the cost of larger repairs into manageable payments. If you are ever curious about how a newer model handles the same roads you drive every day, you can even test out a loaner or new model while your current vehicle is being serviced. Our goal is to be a supportive partner in your vehicle ownership journey, ensuring you have all the information needed to keep your family safe on the road. "When a customer can actually see the worn tread on their tires or the leak in a gasket, the conversation shifts from a sales pitch to a shared maintenance goal." Q: Walk us through the process, Matt. At what point during the service visit does the technician actually pick up the camera? A: The process starts as soon as the vehicle is assigned to a bay. After the initial multi-point inspection is performed, the technician identifies any items that fall into the "red" or "yellow" categories—meaning they either need immediate attention or should be monitored closely. This is when they record the TruVideo. In a city like East Liverpool, with our rich industrial heritage, our customers appreciate seeing the actual work being done. The technician will walk around the vehicle, showing the condition of the tires, brakes, and undercarriage. They will specifically highlight any leaks, worn bushings, or exhaust system issues that might be developing. It’s a very straightforward, "no-nonsense" approach that fits the hardworking spirit of our community. For our commercial customers who rely on their vehicles for their livelihood, this is a game-changer. Whether you are managing a fleet of Transit commercial vans or you drive one of our rugged pickup models, knowing exactly what is wrong saves time and money. We often show heavy-duty work truck setups where the towing hitch or suspension components are under heavy stress. By documenting these parts in a digital inspection, we provide a record of health that is much more detailed than a simple paper checklist. Once the video is recorded, it is reviewed by the service advisor and then texted directly to you, usually within the first hour of your vehicle being in the shop. Q: Does this digital system actually save time for the customer, or does it just add another step to the day? A: It actually saves a significant amount of time by eliminating the "phone tag" that used to plague the service industry. In the old days, I’d call a customer, leave a voicemail, wait for a call back, and then try to explain a complex transmission issue over the phone. Now, the customer gets the video, sees the issue, and can often approve the work with a single tap on their screen. This allows us to order genuine OEM components immediately, often getting the parts delivered and installed the same day. It speeds up the entire workflow, which means you get your vehicle back sooner so you can get back to your busy schedule. We find that this efficiency is a huge benefit for those who are planning for the future as well. For instance, if you are considering ordering a vehicle to your specs because your current car is reaching the end of its reliable life, the video inspection helps you decide exactly when that transition should happen. You can look at our current truck inventory while your vehicle is in the bay and compare the maintenance needs of your old truck against the warranty coverage of a new one. By digitizing the communication, we give you the freedom to review our findings whenever you have a spare minute, rather than having to interrupt your workday for a long phone conversation. Q: Can these videos be used if a customer wants a second opinion, and does the video history help with the vehicle's resale value later on? A: Absolutely. Because the video is a permanent digital record, you can share that link with anyone you choose. If you are in Chester and want to show the video to a family member who is mechanically inclined before you cross the bridge to see us, you can easily do that. It provides a level of transparency that is hard to beat. Furthermore, having a complete history of TruVideo inspections is a massive asset when it comes time to move on to your next vehicle. It proves to a future buyer or to our dealership that you have taken meticulous care of the engine, chassis, and safety systems. It’s a digital service history that carries a lot of weight. When you are ready to upgrade, you can use our tool to get an offer on your current vehicle with the confidence that your maintenance records are backed by visual proof. This is especially valuable for owners of specialized vehicles, like those in our F-Series work chassis lineup, where the condition of the frame and powertrain is critical. To make things even easier, we offer valet pickup and return for many services, so we can record the video, get your approval, and return your car without you ever having to leave your house or office. It’s about providing a modern, supportive experience that respects both your time and your budget. Q: For the busy commuters and families in our area, what is the single biggest advantage of the TruVideo system? A: The biggest advantage is flexibility. We know our customers are often commuting 20 or 30 miles a day, and they can't always stop what they are doing to talk about a cabin air filter or a coolant flush. With this system, you are in control. You can watch the video during your lunch break, see the technician point out the brake pad thickness, and approve the service without ever picking up the phone. It fits perfectly into a modern, mobile-friendly lifestyle. We are here to keep you on the road safely, and this technology is the best way to ensure we are all on the same page regarding your vehicle's health. If you ever find yourself in a pinch on the road, remember that Ford ownership comes with dedicated support. You can reach Ford Roadside Assistance: 1-800-241-3673 for help with flat tires, lockouts, or towing to our authorized service center. Whether you are driving one of our pre-owned work vehicles or a brand-new model, we provide the same level of transparent care. If you need to find us, 1503 Pennsylvania Ave is easy to find, and our team is always ready to help. For any quick questions or to check on your vehicle's status, feel free to give us a quick call. We are proud to serve this community with the honest, high-tech service you deserve. Through the expert insights shared by Matt Shaw, it is clear that TruVideo is more than just a recording tool—it is a commitment to transparency and trust at Tri State Ford. By allowing you to see exactly what our technicians see, we eliminate the guesswork of automotive repair and empower you to make the best decisions for your family's safety and budget. Whether you are a daily commuter or managing a fleet of work trucks, our digital inspection process is designed to save you time and provide peace of mind. We invite you to experience this modern approach to vehicle care during your next visit. Our team is dedicated to keeping your Ford running like new with the honesty and reliability you expect from a local community partner. © 2026 Tri State Ford. All rights reserved.
