Below is an excerpt from the OEC U.S. General Auto Repair Shop Survey Report. Inherited from PartsTech, and in the spirit of the annual State of General Auto Repair Shops in the U.S. Report, OEC surveyed 700 shops and spoke with industry experts to bring you a report with key trends, benchmarks, and free resources to help you uplevel your shop in 2026. Download the report to get insights you can use right away to improve your shop, increase revenue, and stay ahead of common industry challenges.
Technology is now at the center of how modern auto repair shops operate. From managing repair orders to communicating with customers, the tools a shop uses can make or break its efficiency. The question is no longer whether to adopt technology, but which technology is worth the investment.
We recently surveyed ~700 repair shops of all sizes to understand what technology is driving the industry, where shops are investing, and where gaps still exist. What we found: shops that embrace the right software stack are better positioned to grow, retain customers, and run leaner operations. And most are already building that foundation with a shop management system (SMS).
The value of shop management solutions
According to our survey, the vast majority of shop respondents said they use an SMS, and it’s easy to see why. A good SMS acts as the operational backbone of a shop, centralizing everything from repair order tracking and technician workflow to customer communication and reporting. Instead of juggling spreadsheets, sticky notes, and disconnected tools, shops can manage their entire operation from a single platform.
The business case goes beyond convenience. With real-time data visibility, shop owners can identify bottlenecks, track performance, and make more informed decisions about staffing, pricing, and growth. Many SMS providers also offer resources and training to help shops get the most from their investment, making adoption more accessible than ever.
Other common software shops use
An SMS is often just the starting point. Many platforms integrate with other tools shops rely on daily, and the data reflects that: 42% of respondents reported using payment software, and 36% use accounting software alongside their SMS. These integrations help shops avoid double-entry, reduce billing errors, and keep financials organized without switching between systems.
Beyond accounting and payments, the vast majority of respondents reported using some form of software add-on, with only 15% saying they don’t use any additional software at all. This signals a broader shift: shops aren’t just adopting one tool, they’re building out a connected software ecosystem that supports every part of the business.
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Shops without an SMS
Not every shop has made the switch yet. A fair portion of respondents who don’t use an SMS said pen and paper still work for their business. Others pointed to time constraints and data security concerns as reasons for holding off.
Most respondents shared a mix of reasons that inhibited them from adopting an SMS, ranging from preferring QuickBooks, shop compatibility and customization issues, and cost concerns.
These are real barriers, but they’re also solvable ones. Many SMS providers have built their offerings specifically to address them, offering flexible pricing tiers, robust integration options, and dedicated onboarding support to make the transition as smooth as possible. The potential cost of not adopting software, from lost efficiency to missed growth opportunities, often outweighs the cost of getting started.
Shop Takeaway
Investing in your shop’s technology means investing in its competitive advantage. Shops that leverage the right tools are better equipped to manage workflows, serve customers, and scale their business. Here’s what the data tells us:
- SMS adoption is the norm. The vast majority of shops rely on a shop management system to keep operations running.
- Integration matters. Accounting and payment software are among the most common tools shops pair with their SMS.
- Barriers still exist. Cost, compatibility, and time constraints are keeping some shops from making the leap.
The shops pulling ahead are using technology to run smarter businesses. If you’re not yet leveraging technology to its full potential, there’s no better time to start.
