Using Service Multimedia Pro for Faster ASR Approvals 

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Michael Cribbs, Lead Performance Manager 
Adrian Lui, Senior Product Consultant 

Service Multimedia Pro is a new add-on for Xtime Inspect that allows technicians to enhance their recommendations within the multi-point inspection by sharing high-resolution media including photos and videos.  

When a technician can describe their inspection using video and show customers photos and video of the worn or damaged parts they find, the result is faster ASR approvals. 

We recently demonstrated key features during our 2025 Fixed Ops Focus Series: Service Multimedia Pro webinar. We’re covering some of the tips and highlights from that session here. 

How Service Multimedia Pro Works 

Using the current version of the Xtime Mobile App on an Android or Apple device, a technician can take photos and record video that will be stored on the Xtime cloud server – not on the device. The app lets a technician click on a service within a given RO number to begin adding photos and videos. They have the option to use their camera to take a photo or record video (forward facing or front facing). The technician can also browse already recorded media in a media gallery or record an audio file. 

Some useful camera features include: 

  • An HD button to change resolution.  
  • The ability to click the camera button while recording a video to take still pictures.  
  • Video pausing, so the technician can change locations on the car and pick up the recording from there.  
  • One-hand zooming. 

Here are some recommended best practices for your videos: 

  • Keep the length to 60 seconds or less  
  • Lead with the license plate to catch the customer’s attention  
  • Stay short and concise with the technician’s voiceover 

Powerful Editing Features 

Once a technician has taken photos and videos, there are numerous editing options which are generally handled by the advisor. 

Here are some of the ways to edit and enhance photos: 

  • Crop photos or draw on the image with, for example, a circle or arrow to call attention to what you want the customer to look at. 
  • Add a text box to the image and write a useful label or caption.  
  • Move image elements around and scale them up and down in size. 

Video editing options include: 

  • Disabling background noise 
  • Trimming the video length 
  • Adjusting the sound volume 
  • Rotating the video orientation (horizontal or vertical), as needed.  

The advisor can also review and edit the video subtitles to make sure they match what the tech was saying. 

Once all the edits are complete, the advisor can add up to 10 total photos and videos per ASR. In your dashboard view, there will be a media icon in the service recommendation line that can be clicked to show the pictures and video associated with that ASR.  

Customization Options 

To reinforce dealership branding, dealerships have the option to automatically add a logo to images and videos. Your admin can find the relevant setting in the Xtime Schedule configure portal under Applications and Media. That’s also where you can add an introductory video to send to your customers with every video.  

Now Just Text or Email 

Using the opt-in communication method on file for the customer, the service advisor can send the ASR via text or email and include all high-res multimedia files. This is where it all pays off! Getting a close look at the vehicle’s condition and hearing what the technician has to say speeds up approvals to as fast as 7 minutes.* 

Measuring Performance 

Service Multimedia Pro includes a real-time performance dashboard for management to monitor throughout the day as repair orders move through the shop. Key performance indicators include total ROs, percentage of ROs with videos, number of inspection videos not viewed, hours sold, average RO upsell achieved, and percentage of online quotes sent to customers.  

Dashboard users can filter each column in the report by what you’re looking for and drag to rearrange the columns however you like. This real-time dashboard can be viewed by individual service department or there’s an option to view it at the dealer group level. 

There’s also a month-to-date performance scoring dashboard to show how the advisors and technicians are doing with the process of taking and sharing media. The scores are based on video utilization rate, value of services recommended, and hours sold. You can customize how each activity is weighted to align with your service department’s goals. 

Ready to add Service Multimedia Pro? 

If you’d like to build trust and transparency while generating faster approvals, contact your Performance Manager. Not an Xtime customer yet? Schedule a demo to see how Xtime solutions, including Service Multimedia Pro, can elevate your service experience. 

*Based on median approval time for dealers using Xtime Inspect and Enhanced Multi-Media, August 2023 – July 2024.