Upgrading your shop management system (SMS) is a decision that can impact every area of your business. Whether you’re looking to improve technician productivity, enhance your customer experience, or prepare your shop for future growth, choosing the right platform matters. 

Here are ten essential things to evaluate before making the switch.

• Which Integrations Will Streamline Your Workflow?
• Does It Support Parts Ordering and Labor Guides?
• What Other Systems Should You Upgrade Simultaneously?
• Is the SMS Scalable as Your Shop Grows?
• How Will It Impact Team Efficiency and Roles?
• What Reporting and KPI Tracking Does It Offer?
• How Easy Is the Transition and Onboarding Process?
• What Level of Customization and Automation Is Available?
• Does It Help You Provide a Better Customer Experience?
• Is the Vendor a Long-Term Partner or Just a Provider?
• Final Thoughts 

Which Integrations Will Streamline Your Workflow?

Your SMS should act as the hub that connects all to your other tools. Look for systems that integrate with your digital vehicle inspections (DVI), CRM, and marketing platforms. This allows for a seamless transfer of information, such as pulling in repair order data or syncing inspection results with service reminders. For example, AutoVitals integrates with key SMS systems like Protractor, Mitchell1, Tekmetric, and NAPA TRACS, making it easier to manage repair orders, customer data, and technician workflows. 

Does It Support Parts Ordering and Labor Guides?

Your SMS should make parts and labor management easier. Look for systems that integrate directly with leading parts ordering platforms and labor guides so your team can quickly source accurate information without jumping between tools. Seamless access to parts catalogs and labor times helps service advisors build precise estimates, improves technician efficiency, and ensures customers get transparent, trustworthy pricing.

What Other Systems Should You Upgrade Simultaneously?

Upgrading your SMS is often the right time to evaluate whether your other tools are holding you back. For example, if your vehicle inspection process is still on paper or inconsistent, this is your chance to move to a solution that’s more intuitive and standardized. AutoVitals works alongside your SMS to provide digital vehicle inspections, CRM, and workflow tools. Together, these solutions create a more unified platform that boosts visibility to the customers you want, reduces technician error, and delivers a consistent experience for both staff and customers.

Is the SMS Scalable as Your Shop Grows?

A good SMS should support you whether you’re operating one shop or five. Look for a system that can handle more bays, additional technicians, and the complexity that comes with growth. Features like multi-location user-level permissions and performance tracking across teams make it easier to maintain consistency and efficiency as you expand. 

How Will It Impact Team Efficiency and Roles?

An effective shop management system should help your team do their jobs faster and with fewer mistakes by centralizing repair orders, scheduling, and customer information so everyone works from the same source of truth. The right SMS keeps both service advisors and technicians focused on their responsibilities, rather than spending time on administrative tasks., You should also look for tools to enhance the capabilities of your SMS. For example, AutoVitals supercharges shop management systems by adding the most advanced and customizable workflow management system, technician time tracking, and communication tools that further streamline collaboration between service advisors and technicians.

What Reporting and KPI Tracking Does It Offer?

If your current system doesn’t show you how your shop is performing in real time, you're flying blind. You need to be able to track metrics like average repair order (ARO), inspection consistency, technician productivity, and job approval rates. 

How Easy Is the Transition and Onboarding Process?

No one wants to spend weeks struggling to get a new system up and running. Ask about the setup, training, and support services offered. A smooth onboarding process should minimize downtime, provide clear role-based training for your staff, and include responsive support to answer questions quickly. The easier the transition, the faster your team can get back to focusing on customers and driving results.

What Level of Customization and Automation Is Available?

Shops come in all shapes and sizes, and your software should reflect that. A customizable SMS allows you to tailor workflows, inspection types, and communication styles to fit your exact process. The more you can automate routine tasks, like appointment confirmations or parts ordering, the more time your team has to focus on customers.

AutoVitals complements your SMS by adding automation and consistency tools. It automatically pulls past inspection images into service reminders and enables guided inspection mode so technicians follow a consistent process every time. This reduces the chance of missed steps, improves the quality of every inspection, and builds trust with customers who receive clear and consistent reports.

Does It Help You Provide a Better Customer Experience?

Customers expect transparency, professionalism, and timely updates. A strong SMS supports this by keeping repair orders, vehicle history, and communication tools organized in one place so service advisors can respond quickly and accurately.

AutoVitals enhances the customer experience by enabling service advisors to send inspection results, text updates, and appointment reminders from the same phone number. With added features like educational videos and photo editing on inspections, customers feel more informed and confident when approving recommended work.

Is the Vendor a Long-Term Partner or Just a Provider?

Choosing a new SMS means choosing a company you want to be in a relationship with. Will they help you stay ahead of industry trends? Will they listen to your feedback and adapt? 

Final Thoughts

Upgrading your shop management system is an opportunity to invest in the future of your business. Look for a solution that connects your tools, supports your team, enhances your customer experience, and grows with you. Upgrade your entire tech stack with AutoVitals’ comprehensive set of solutions designed to help independent shops run more efficient, profitable, and customer-focused operations. If you're ready to take your shop to the next level, we're here to help.