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Home / Case Studies / Universal Imports

Case Study

From Steady to Thriving: How Universal Imports Boosted Revenue by 50% with AutoLeap

Discover how a 40-year family business transformed its operations and unlocked growth with better visibility, reporting, and customer communication.

50%+ Growth in
Service Revenue

Higher Average
Repair Orders

$1M+ Increase in
Service Revenue

Region

Rochester, United States

Shop Type

Dealership & Repair

Using AutoLeap since

2022

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How It Started

Universal Imports of Rochester has been a trusted name for over 40 years. What began in 1985 as a small car sales operation run from the front porch of Mark Furbacher’s parents’ home has grown into a full-service shop specializing in European vehicles. Operating out of a 35,000-square-foot facility, they sell 250–300 vehicles annually, with service becoming the backbone of the business.
Customer relationships have always been at the center of the business. Many customers have been visiting the shop for decades, something Mark believes is the real reason behind the company’s longevity.
But despite a strong reputation and loyal customers, the shop was running on an outdated repair order system with very limited reporting or insights. Mark knew that if the business was going to grow, they needed better visibility into their operations.
That’s when he discovered AutoLeap.

Before Vs. After AutoLeap

Pre-Autoleap
Post-Autoleap
Basic repair order system with limited capabilities
Modern repair order workflow with digital tools
Very little visibility into shop performance
Clear reporting dashboards and KPIs
No clear KPIs to track growth or profitability
EImproved average repair orders and revenue growth
Customer communication relied heavily on traditional methods
Faster approvals through digital inspections and messaging
“Without KPIs, you’re flying blind. It’s like a pilot flying through clouds without instruments. AutoLeap finally gave us the visibility we needed.”
Mark Furbacher
Owner, Universal Imports

Why AutoLeap?

  • Modern repair order management that simplifies creating and managing repair orders
  • Digital Vehicle Inspections (DVI) with photos that build transparency and trust
  • Text and email approvals for faster customer communication
  • Built-in CRM tools for service reminders and follow-up campaigns
  • Powerful dashboards and reporting to track KPIs and shop performance
“We went from about $2 million in service revenue to over $3 million, and I still don’t feel like we’ve reached our ceiling yet.”
Mark Furbacher
Owner, Universal Imports

Key Benefits of Using AutoLeap

Using AutoLeap helped Universal Imports streamline their operations and uncover opportunities to grow their service business.

Stronger Business Insights

AutoLeap’s reporting dashboards gave the team full visibility into their performance, helping them make smarter business decisions.

Increased Revenue

Within two years of adopting AutoLeap, the shop increased service revenue from $2.2M to more than $3.3M, driven by improved processes and higher average repair orders.

Better Customer Communication

Digital inspections, photos, and instant approvals made it easier for customers to understand recommended work and approve repairs quickly.

“AutoLeap helped us go from just getting by to actually growing.”
Mark Furbacher
Owner, Universal Imports

Advice for Other Shop Owners

When evaluating shop management software, Mark recommends looking for a platform that’s fully integrated, not one that relies heavily on third-party plug-ins.
“When systems rely on plug-ins, you end up stuck between two companies blaming each other when something breaks.” – Mark Furbacher, Owner, Universal Imports
One thing Mark also appreciated was AutoLeap’s clean, modern interface.
It may seem like a small detail, but when service advisors spend hours on the system every day, usability matters.

The Takeaway

For Mark, the right software isn’t just about features; it’s about giving the team the tools to work smarter, improving customer experience, and enabling measurable growth. With AutoLeap, Universal Imports went from managing day-to-day operations to confidently growing their service business, proving that the right technology can truly transform a shop.

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Modern Shop Management Software Built for Auto Repair

Managing an auto repair shop doesn’t have to be complex. AutoLeap seamlessly connects scheduling, estimates, inspections, parts, work boards, reporting, and more.

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