Think about your own day-to-day experience in and around your shop. What’s slowing you down, and what do you wish could be easier?
Maybe it’s showing customers inspection findings, maybe it's just keeping track of all your repair orders as you wait for parts or approval to start work. Or maybe it’s bringing in new business.
No matter what you think could be improved, chances are there might be a better tool for the job of helping you manage your shop.
Look at it this way: Would you want to get rid of your 3D alignment rack to go back to the old-school way of taking angle measurements by hand to dial in toe and camber so your customers don't eat their tires and come back complaining?
Of course not, you're going to keep using that new rack that you paid good money for. And in all honesty, the same is true for running an independent auto repair shop.
Owners may have never really thought of it this way before, but relying on some old-school system to run their shop, manage repairs, order parts, stock inventory, and keep track of all their finances is just making things so much harder.
But shops that invest in the right tool for the job will not only make their shop more efficient but also have the opportunity to make even more money off the work they already do.
Just this time, instead of an expensive alignment rack, it’s a cloud-based shop management system.
On-premise auto repair software, AKA legacy systems, may have been the only way to go at one point, but they left a lot to be desired. If you're still using pen and paper, or something old school, some of these annoyances might ring a bell.
More than likely, you will have to go on-site to boot up your machine to check anything.
If a customer calls you when you stepped out for a moment, or texts you after hours, you can't get them a solid response until you're back in the shop. That’s limiting.
Older tools for managing your shop kind of only let you do things one way.
Generally, shops will need to learn how to create repair orders a certain way or they can only print out inspection findings in one format.
Older, rigid platforms also make it harder to access your shop's data, and they usually have extra menus to dig through or options to click to find exactly what you need.
Most of these older systems just aren't easy to understand. Chances are, you or someone you've worked with has felt like the system you use to run your shop just doesn't make that much sense.
Whether you're coming from a different shop with a different system, bought a shop and have to figure out how to use their existing system, or you're trying to hire new advisors or technicians and it takes time to train them on the systems.
Nothing is more frustrating than having your system go down while your shop is busy, having to call in and see if you can someone to stop by, and then fix whatever old-school pre-2000 computer you have sitting behind the desk.
That's not just a headache, it can completely bring your shop to a halt, and now you're relying on outside support that's not in your control.
Modern shop systems aren't just fancy bells and whistles. They help you run your shop in a way that lets you make more money off of the work you already do.
Cloud-based shop management system lets you build a streamlined workflow throughout the entire repair process: from the moment a customer walks into the moment a payment is sent to your shop, it flows through the shop management system.
This creates a seamless operational process for your shop which makes it easier to keep track of repairs and frees up technician and advisor time to provide better customer service. And, of course, great customer service in turn helps customers feel more comfortable approving repairs and coming back for repeat work.
Because modern shop management systems are cloud-based, nothing lives on your shop's computers, or stuffed in your binders. Why is that a good thing? Because you never have to worry about losing it!
All of your shop's operations, data, customer history, vehicle inspection findings, declined estimates, and everything, is collected and saved remotely. give shop owners the option to check on their shops remotely.
Cloud-based shop management systems are built with your shop in mind. From assigning jobs to tracking progress and prioritizing tasks, Tekmetric ensures that your shop operates like a well-tuned engine.
That means a user-friendly interface designed to make it easy for owners to manage their shop's workflow, service advisors to build and review repair orders, and easy for technicians to complete inspections and track their repair process.
And because modern shop management platforms bring everything that goes into running your shop under one roof, that means you gain access to modern ways for your shop to get paid.
Whether you want to enable your customers to send their payments directly over text for ultimate convivence, or even buy now, pay later plans to help customers cover the cost of a large repair bill, while also helping your shop stay secure from fraudulent chargebacks.
Whether you're looking to increase business at a single-location shop or grow into a multi-shop enterprise, a cloud-based shop management system is the right foundation for your expansion.
Because all of your shop finances, operations, and related data are stored within the platform, shop owners and general managers can see where things are going right, and where things are slipping, and better understand what changes they need to make. If one shop is seeing success, you can compare locations and implement the best practices in your other location.
The Job Board is that heads-up display within Tekmetric.
So when you're wondering what's going on with that SUV sitting in your shop's pickup lot for the last two weeks, you can see if it is awaiting customer approval or if parts are still on the way.
Within Tekmetric, Repair Orders flow through your Job Board, visually representing your shop's overall workflow in three columns: “Estimates,” “Work-In-Progress” and “Completed.”
The idea is for service advisors, general managers, shop owners, and even Technicians, to gain a birds-eye view of everything happening in your shop with just a quick glance. Everyone is responsible for their tasks, every step of the process is accounted for, and it can all easily be tracked and managed in a simplified workflow.
We also understand that some shops may want a little extra flexibility, and maybe there’s some extra level of detail you would like represented visually on your job board. That’s where Tekmetric’s RO Labels come in.
At Tektonic 2026, one of the most memorable moments of the conference came when Tekmetric turned the spotlight on the shops doing the best work.
The inaugural Shop Excellence Awards, powered by performance insights from the Tekmetric platform, celebrated repair shops that are not only delivering standout business results, but also redefining what exceptional customer service, shop culture, and operational excellence look like across the automotive repair industry.
"Tonight is probably going to be my favorite part of all of Tektonic," Tekmetric CEO and Founder Sunil Patel said during the ceremony. "None of this is about us. It's about the shops in this room, the people actually doing the work. Running shops, leading teams, taking care of customers every single day."
Using 12 months of platform performance data from Tektonic event registrants, Tekmetric recognized shops that rose to the top across key measures of customer trust, service consistency, team culture, transparency, and operational growth.
"The shops that win today aren't just fixing cars … they're building businesses, leading teams, and delivering experiences customers remember," Tekmetric President & COO Lauren Langston said.
The Top Car Count Award recognizes a shop that has earned extraordinary trust from its community at scale.
This year's winner, Dick's Point S Tire & Auto Repair in Battle Ground, Wash., served more than 25,000 vehicles during the last 12 months.
That level of throughput only happens when customers return again and again, and when shop teams consistently deliver an experience drivers trust.
"Serving nearly 26,500 vehicles in a single year means thousands of drivers who found a shop they could count on, returned when they needed help, and left satisfied," Langston said.
Growth is one thing. Sustaining it is something else entirely.
The Sustained Growth Award recognizes shops that have continuously raised the bar for what they deliver to every customer who walks through the door. Growth in average repair order reflects shops that are doing better inspections, making clearer recommendations, and earning customer confidence in the work their vehicles actually need. These two shops demonstrated the most consistent upward trajectory throughout 2025.
This year's winners were Branch Automotive in Highlands Ranch, Colo., and AutoPro Maryville in Maryville, Tenn.
Branch Automotive posted nine straight month-over-month increases in ARO. AutoPro Maryville also delivered nine month-over-month increases, growing by an impressive 51%.
Together, the two shops exemplify what sustainable growth looks like: stronger inspections, clearer recommendations, and the kind of customer trust that leads to consistently higher-value work.
Transparency remains one of the most powerful drivers of trust in modern auto repair, and no shop demonstrated that better than Craftsman Auto Care – Fairfax.
“Winning means everything. It means my team winning–being able to pay the best in the business, being able to offer the best benefits, having amazing employees and amazing customers who just fall in love with us,” said Matt Curry, president and CEO of Craftsman Auto Care.
With almost 10,000 five-star reviews, with an average rating of 4.9 stars, Curry said that's a huge trust signal with all of their customers. Craftsman Auto Care uploaded hundreds of thousands of digital inspection images during a year, the highest total Tekmetric’s dataset.
"That's 300,000 moments where a customer could clearly see what their vehicle needed," Langston said. "Removing guesswork, building confidence, and helping drivers make informed decisions about their car."
The result is a service experience rooted in clarity, education, and trust.
The Booked Solid Award honors shops that have built reliable, predictable demand through reputation and service, the kind customers actively seek out, return to, and refer others to.
This year's first winner, A Master Mechanic in Sparks, Nev., recorded the largest booked appointments in the Tekmetric network dataset.
This year's second winner, Demore's Automotive in Palmer, Mass., earned its recognition by proving that smart marketing and exceptional service are a powerful combination. As a Tekmetric Digital Ads beta participant, the shop turned digital visibility into real volume, reaching the right drivers at the right moment and converting first visits into long-term customer relationships. The result is full bays, steady demand, and a shop that delivers every time someone walks through the door.
Together, these two shops show that full schedules don't happen by accident. They're the result of consistent service, earned trust, and, increasingly, the strategic use of digital tools to reach customers before the competition does.
For many drivers, the biggest obstacle to safe, reliable transportation is not understanding the repair, it is figuring out how to pay for it.
The Financing Excellence Award recognizes the shop that best removed that barrier.
This year's winner, The Garagisti Katy in Katy, Texas, was the leading user of Buy Now, Pay Later financing across the Tekmetric network.
“I feel great, not only for myself, but for the team and everything that they do: the customer interactions, the sales, helping close the sale. It means a lot,” said Eddie Marlow, manager of The Garagisti Katy. “I have a great team, a great owner, and this award means a lot to all of us.”
By making financing a seamless part of the customer journey, the shop helped more drivers move forward with necessary repairs without added financial stress.
"This shop has made that moment easier," Patel said, referencing the often difficult conversations shops have when customers need repairs but hesitate because of cost.
The final award of the evening focused on the people behind every customer experience.
The Best Shop to Work For Award recognized two shops this year, each demonstrating, in their own way, that the customer experience will never exceed the employee experience.
The first winner, The Kar Shop in Rogers, Ark., was recognized for building a culture where technicians and staff feel valued, supported, and empowered to grow. During the ceremony, Tekmetric leaders shared one story that stood out: the shop changed its operating hours so employees could spend more time with their families while continuing to invest in training and long-term career development.
“It's really kind of impressive that our guys think so much of us. In your day to day, you don't really think about things like that,” said Keith Kingston, one of The Kar Shop’s owners. “You're there to make sure the customers get taken care of, that everything flows well, that you have all your parts; there are so many small details you have to worry about. You don't always stop to think about how everybody feels. So to know that they said good things about us, it's really kind of humbling.”
The second winner, Ice Cold Air, earned its recognition through intentional hiring, steady processes, and genuine leadership, building a workplace where people feel supported, valued, and proud to belong.
“And what just happened right there with my team and my wife? That energy is going to go back home with us,” Ashley Butler, owner and franchisor of Ice Cold Air, said immediately after winning the award. “It's going to go throughout the entire organization. And next year, we're coming back with a minimum of two people from each shop, that means 28 people. We're going to bring techs, we're going to bring managers, we're going to bring franchisees, so they can come build that energy and experience Tekmetric firsthand.”
With more than 100 employees, Ice Cold Air’s impact reaches far beyond the shop floor. The Tampa, Fla., team believes in doing things the right way: investing in their people, giving back to their community, and building something that lasts.
"It shows up in their culture, their retention, and in every customer interaction," Langston said.
The Shop Excellence Awards were ultimately about more than recognition. They highlighted the operational habits, customer-first decisions, and team investments that move the entire industry forward.
At Tekmetric, that is exactly what Tektonic is built to celebrate: the shops leading by example and showing what great looks like.
"To all of our winners, and honestly, to every shop in this room, we know what it takes to do this well," Patel said in closing. "The standard you're setting is what moves this entire industry forward."
Customer Experience
Tekmetric Community
April 13, 2026
If you run an auto repair shop, chances are you have customers that think they know what’s going on with their vehicle as soon as they set foot in your shop. Although customers with preconceived assumptions can be frustrating at times, we have to give drivers credit for doing their research, especially now when we have a wealth of information at our fingertips.
You’re probably thinking to yourself, “Yes, but automotive repair estimates online aren’t always the best source of information.” And you’re right. But let’s think about ourselves for a second. As people who have experienced the world and have naturally developed our own worries, fears, and doubts, we tend to trust our own intuition and symptom-research sometimes more than we trust professionals.
And it’s a well known fact that consumers have a hard time trusting the auto repair industry—or any business that gives customers diagnoses for that matter. Just as people look up their symptoms online, and come to a conclusion on WebMD, they tend to do the same thing when something is wrong with their vehicle.
Whether it’s true or simply a situation where someone is convincing themselves they have said illness, the internet isn’t going anywhere. And let’s face it, we’re all guilty of using the internet for quick and easy answers, which is why it’s important to empathize with customers. Just as they may Google their symptoms, it is likely that they might type into the search bar, “Why is my car making a rattling sound?”
Of course, it is highly possible that the results that populate aren’t necessarily what an auto repair pro would point out to them. But whatever they find online still gives them some peace of mind, knowing they are informed before stepping foot into an auto repair shop that they may or may not trust.
It’s inevitable: people feel more protected if they understand—or even slightly understand—the issue at hand first.
Now, take a step back and think to yourself where your customers are getting their car repair information from. If you answered “auto repair estimate online tools,” you’re exactly right.
Thought Leadership
February 4, 2023
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