As Victory Auto Service & Glass continued to expand across Minnesota, Wisconsin, and Florida, leadership recognized a growing challenge: customer expectations were evolving faster than their paper-based inspection process.

Like many multi-location operators, Victory has strong repair and management teams, solid operations, and a loyal customer base. However, Victory lacked a consistent, modern way to clearly and transparently communicate vehicle needs to customers. Inconsistent, paper-based inspections resulted in a chronically low average repair order (ARO) value across their locations.  

To address these issues, Victory turned to AutoVitals Digital Vehicle Inspections (DVI) and workflow management.  

• About Victory Auto Service & Glass 
• Recognizing the Need for Change
• Why Victory Chose AutoVitals Digital Vehicle Inspections
• Results with AutoVitals DVI  
• Scaling DVI in a Multi-Location Operation 
• Victory’s Advice for Other Shop Owners 

About Victory Auto Service & Glass 

Victory Auto Service & Glass was founded in 1997 by Jeff Matt as a single bay repair shop in Spring Lake Park, Minnesota. Today, Jeff Matt continues to lead Victory Auto Service & Glass’s 28 locations across Minnesota, Wisconsin, and Florida, and maintains his founding values of honest, dependable service across the entire organization. Victory’s ASE-certified technicians deliver everything from routine oil changes and brake work to auto glass repair and replacement, backed by an industry-leading warranty and customer-friendly amenities like free loaner cars and comfortable waiting areas. The company’s growth is rooted in a pledge to treat every customer with respect, transparency, and high-quality workmanship, making them a trusted choice for families and drivers in their communities. 

Recognizing the Need for Change

From 1997 to 2025, a lot had changed in the industry and for Victory Auto Service & Glass. Vehicles became more and more complex, good technicians became harder and harder to find, and what defined exceptional customer service changed. One of the most significant changes in the industry was the popularization of digital vehicle inspections to clearly document vehicles’ repair needs and communicate with customers. With Victory’s commitment to an excellent customer experience and transparent service at the heart of their core values, the leadership team began to evaluate what digital vehicle inspection provider would suit the needs of their growing organization.  

Why Victory Chose AutoVitals Digital Vehicle Inspections

For Victory’s leadership team, the biggest driver behind the decision to roll out digital vehicle inspections was the need to improve customer communication. Jordan Matt, Victory Auto Service & Glass’s Area Manager and Chief Trainer, stated

“The biggest thing was the need to communicate better with our customers—showing them what's wrong instead of just explaining it over the phone.”

Initially, Victory tried the inspection tool available within their shop management system. However, it failed to meet expectations. Instead of forcing a subpar solution across 28 locations, Victory paused and did their homework. Jordan Matt explained, 

“Multiple shop owners that we're connected to have used AutoVitals, and pretty much all of them said AutoVitals was the best. After asking a lot of questions, AutoVitals was the number one frontrunner.”

Word-of-mouth recommendations from trusted operators, combined with internal advocacy from team members who had used AutoVitals at previous shops, made the decision clear.

Victory officially rolled out AutoVitals DVI across all locations, marking their first true company-wide digital inspection initiative.

AutoVitals allowed Victory to replace phone-based explanations with photos, videos, and clear inspection results, giving customers the ability to see vehicle issues for themselves. That visual transparency immediately increased trust, confidence, and approval rates.

Additionally, AutoVitals provided leadership with the reporting and customization needed to manage inspections across dozens of locations. 

Results with AutoVitals DVI 

Across all 28 locations, Victory saw an average increase of $128 per repair order when DVIs were used, compared to tickets without DVI. Across Victory’s most effective locations, ARO increased by over $300 when digital vehicle inspections were used. 

By showing instead of telling, Victory fixed a long-standing problem of low and stagnant ARO while elevating the customer experience across every market they serve. 

Scaling DVI in a Multi-Location Operation 

Victory operates an enterprise-level tech stack, including YES Prime for their point of sale. AutoVitals integrated into this environment while allowing Victory to maintain the operational controls required at scale.

Equally important, leadership approached DVI adoption with realistic expectations. While inspection completion rates were strong, Victory identified that sending inspections consistently required ongoing coaching and reinforcement, especially for teams new to DVI. Rather than viewing this as a technology issue, Victory treated it as a leadership opportunity, using AutoVitals reporting to drive accountability and retraining where needed. 

Victory’s Advice for Other Shop Owners

Jordan’s guidance for other shop owners, especially multi-location operators, is 

“If you’re not using DVI, you’re stuck in the past. Customers expect a higher level of service now. It’s a 100% no-brainer.”

He also emphasizes looking beyond the customer presentation of the inspection itself. The real value, according to Jordan in the Victory team, comes from what’s underneath the hood and using inspection data and reporting to coach teams, standardizing processes, and improving performance across locations.