Shop-Ware

Vern's Review

Comments: Overall anytime there was an issue Support was fantastic to resolve it promptly. When we ask for new features our opinion is taking seriously and they seem to come to life. For multi-shop web based programs available, Shop- Ware is fantastic.

Pros:

I love the fact that the customer can approve the work if they are unable to speak on the phone. I like the user friendliness of the program that allows for easy training. I like the fact that we can communicate easily with the customer. I also like that there is a record of everything. The log feature really helps hold my team accountable when it comes to issues with use or customers. I like that just about everything in the program is customize-able. I like the abilities of multishop where we can transfer a technician from shop to shop with ease.

Cons:

I strongly dislike the inventory system. I do not like that any time a part is purchased that it adds it to inventory making it very difficult to manage our internal inventory. it would be nice if inventory could be divided into internal and external. I don't like that when texting a customer they have to click a link. Currently with certain phone providers, it prompts the customer to the log in page instead of their RO. I wish there were a way to have a text message conversation with the customer and log it like other programs use. I wish some of the reporting was easier to use and more customizable. I wish there was a way to transfer internal inventory between stores. It would be nice if repair link could integrate.

Alternatives Considered: Shop Boss

Reasons for Choosing Shop-Ware: Omnique was very cryptic with its features. When reporting problems to their support team, the team ALWAYS stated this was the first time they had heard of that and rarely came up with solutions. The program was very difficult to estimate with.

Switched From: Omnique

Reasons for Switching to Shop-Ware: Amongst others. Shop-ware was one of the only multi-shop web based platforms that could be customized to how our shop was run. We were ready to go on Shop Boss and before launch we found that we could not create canned jobs and that completely ruined it for us.

Best Automotive Software on the Market

Comments: Customer Service is the best part of this product. No matter what the question, I always get a response right away or directed to the proper person. This is what sets them apart from the competition.

Pros:

The integration of our business processes was so easy, efficient and fluent. This product is so easy to use that even senior staff that don't welcome change have been very pleasantly surprised by the ease of use.

Cons:

When you go to open balances in an account, it shows the notes when I really need the R.O. total instead. I made this suggestion, but haven't heard anything back. Also, I feel the label of the R.O. is irrelevant when viewing balances.

Alternatives Considered: Shopmonkey

Reasons for Choosing Shop-Ware: We had just converted all systems over to Andreoli after paying nearly 30k for over a year and a half before going live. When we experienced a catastrophic event, they moved our "support" to accelerated status, but refused to send someone in person even though they were in the same state. Needless to say, Andreoli is anything but user friendly and their customer service is horrible.

Reasons for Switching to Shop-Ware: Reading other consumer reviews made the choice clear this was the right decision.

Mid tier price and performance

Pros:

I like the billing and invoicing but it’s not as well set out as others I’ve used.

Cons:

The layout isn’t as good as other billing programmes ive used

Great product for an independent automotive shop.

Comments: Overall this program is WAY easier & user friendly than ROWriter. It takes much less time to get estimates done, sent to customers & approvals/declines. helps the techs work more smoothly.

Pros:

What we liked most is how easy it was to start using. Everyone adapted very quickly. We really like the ability to communicate with our customers with much more than just a phone call. We also really like the customer approval option. It is nice to see the customer actually have to approve estimates physically; There is proof of approval.

Cons:

We would recommend a few changes: 1. When customers approve recommended jobs, the email tittle just reads APPROVED when in fact..it will read that even if the job has been declined. 2. The ability to customize the calendar. 3. The ability to customize the payroll report. currently it adds up anything over 8 hours in a day is OT..but it would be great to have any hours over 40 hours a week is OT. 4. It would be great to be able to decode very old VIN's 5. It would be great to be able to color code the status bar on the top of a work order. 6. It would be great to have one more sync option to accounting link so it matches my QB when customers pay their bill.

Alternatives Considered: Mitchell RepairCenter

Reasons for Choosing Shop-Ware: ROWriter was crap. Old and les and less user friendly. The "upgrades" got worse. Had to use a thumb-drive for backups everyday. They would NOT upgrade us anymore because our computers were a bit outdated.

Reasons for Switching to Shop-Ware: Mitchell does not work well with all the European cars we work on.

Best way to communicate with customers

Comments: I also LOVE that I can track who has viewed the page. That way I can see if my customers are constantly moderating the work, and if they have seen a price quote, and are considering the job. It helps me know how to more efficiently sell work, and which customers I need to focus my energy on with the communication and sales side of my staff.

Pros:

My customers love the transparency of my auto repair business as a result of Shop-Ware. The ability to add comments, upload photos, and communicate directly with my customers also keeps things organized. Instead of looking through texts, emails, and writing down notes from phone calls, all of the communication is kept neatly in the comment thread. Customers upload media as well, such as images of ROs of previous shops, or video of a car misbehaving that they were able to catch in the moment. My customers also love the constant updates, which keeps them from calling the shop. As much as I love talking to customers, I do not like to be disturbed while I am working on a car. The customer is able to log on to their online RO, and then see which items have been completed and which items are in the works.

Cons:

I am looking forward to a phone app, so that I do not have to open up my internet browser on my cell phone and log on every time. I think that's the only con I can think of at this point, and it's very minor.

Shop-ware

Comments: Overall, I enjoy the software. I wish there was a better payment option and the 2 issues listed above were taken care of. I keep hearing it's coming but it hasn't come...... I have honestly been looking at Techmetric because the above issues are not issues on their platform. I hesitate to move because there is a learning curve and other hick ups involved with that change that I would prefer not to endure.

Pros:

Digital work board. I can check in on the business or help out where ever I have internet service.

Cons:

1. I can not share an inspection with recommendations without sharing price at the same time. This has been a big concern of mine since day 1 and still not changed. Its frustrating because I am essentially not using the digital inspection to make any sales. I'm certain my ARO would increase with this feature. 2. I can not break down labor cost by technician. This is again frustrating because the labor cost is NOT ACCURATE on any one ticket or job on a given ticket. It's just not accurate.

Shop-Ware is TONS better than Mitchell

Pros:

The ease of pricing parts and ordering parts through Shop-Ware is TONS better than our previous software, Mitchell. Being able to pull up multiple vendors at one time compare exact parts instantly and then order from online has saved our shop countless hours of time as well as thousands of dollars in parts savings. On a side note, the software gets updated on a REGULAR basis which is a huge bonus and large help as they account for the fast changing auto repair industry.

Cons:

Labor times within Shop-Ware are not always accurate according to what recommended book time is as well as they do not have all repairs in the system. We have been working with the development team very closely on improving this issue though and have already seen changes.

Alternatives Considered: Tekmetric

Reasons for Choosing Shop-Ware: Mitchell was an outdated software that we had to pay per device for access. It did not allow digital inspections without a bolt on at a stupid expensive additional cost. It wouldn't allow for multiple parts vendor screens to be open. We wanted a cloud based software that was an all in one software. This has 90% of what we need, to do our jobs correctly.

Switched From: Manager SE

Reasons for Switching to Shop-Ware: The customer support and ease of use of Shop-Ware was much better than our original experience with Tekmetric. Our sales Rep [SENSITIVE CONTENT HIDDEN] was a huge part of this!

Awesome complete shop management system

Comments: The customer interaction with the program is great and customers love it. We even have customers who will view their repair order and authorize repairs in the evenings or mornings when we are not open.

Pros:

We had different shop management system for 14 years I wanted to add the DVI but I didn't want to buy a separate program so we switched to shop-ware. It's cloud-based so it would work for a multi shop location, It has improved productivity and customer satisfaction because of the capability to share information with the customer. Service writers and the tech's love it because of its simplicity and the learning curve is very quick. Customer service is absolutely amazing. If there is an issue they will return an email or phone call quickly compared to previous experiences with other software. They will take the time to listen to an issue and explain how it works or if there needs to be an improvement, it will be addressed.

Cons:

I am struggling to come up with cons. There are little things that I feel could be improved but it does not interfere with the programs capability.

A Business Changer, A LIFE Changer

Pros:

There are so many things I LOVE about this software that I probably couldn't even list them all. Not only do I love them, but our team loves Shop-Ware and our clients LOVE it as much as we do (maybe more). It is easy to use from anywhere. It integrates all of the components of our business into one package. Shop-Ware is easy to work with as a company and understands our needs. They are constantly upgrading and developing based on users' needs and wants. When you have a question or suggestion, they reach out, listen, and respond promptly.

Cons:

The only item I wish could be different is accessing other labor guides than MOTOR. That is honestly it.

Robust Software Management Platform

Comments: I love it! You'd have to come up with something out of this world to change my mind that this isn't the best software out.

Pros:

It's versatile and works smoothly—both on my Windows Desktop and reliable on my iPhone.

Cons:

Honestly any issue I can think of get remediated quickly. The customer support is quick to respond and get the software updated monthly with new features.

Alternatives Considered: Mobile Manager Pro

Reasons for Choosing Shop-Ware: Lack of software updates.

Switched From: Yes Management System

Reasons for Switching to Shop-Ware: Came highly recommended by other shop owners currently using the software.

Works Great From a Parts Guy's Viewpoint

Comments: I came from a dealership with a complicated piece of garbage DMS system & when I arrived here it was a big relief to have a system thaat is user friendly and so easy to use

Pros:

The integration with vendors works great. Billing out parts and having them show in inventory with bin locations is a great tool.

Cons:

I would like it to be easier to pull history of part numbers

Shop Management System for today's Customer

Comments: Shop-Ware has improved the everyday operation of the shop. It has made it easy to communicate with the customer and manage workflow.

Pros:

This software makes it so easy to communicate, advise and present service information with all my customers.

Cons:

I honestly don't have any cons with this software

STRUGGLING SOFTWARE USER

Comments: 1ST OF ALL i AM PROBABLY 1 OF THE ONLY BUSINESSES THAT UP TO OCTOBER OF 2019, WAS STILL DOING HAND WRITTEN INVOICING........40 YEARS BASICALLY.......SO RIGHT HERE IS A MAJOR OBSTACLE (ON MY PART)..
SHOPWARE IS THE ONLY SOFTWARE PROGRAM THAT I HAVE EVER USED......SINCE THE EARLY DAYS.....1980'S OF OASIS FROM FORD DEALERSHIP....
I CAN SEE THAT THIS SOFTWARE PROGRAM (IS) A PERMANENT SOLUTION FOR THIS INDUSTRY....AND OF COURSE MY BUSINESS HERE..

Pros:

THE BEST FEATURE IS THE CLOUD BASED ANY-WHERE ACCESSIBILITY. NEXT WOULD BE THE REPORTS SECTION NEXT WOULD BE THE SAVED CUSTOMER / VEHICLES THOUGH LABOR INTENSIVE, PARTS INVENTORY / CONTROL IS COOL

Cons:

I AM HAVING PROBLEMS IN THAT, (MAYBE I DON'T KNOW HOW), CANNED JOBS CAN NOT BE ENTERED PRIOR TO LOADING THEM INTO AN INVOICE 1ST......??? ECOMMERCE PARTS / CANNED PARTS.......HAVING AN EXTREMELY HIGH AMOUNT OF (MULTIPLE PARTS SOURCES), DIFFICULTIES ......HAVING TO LEAVE SHOPWARE TO OUTSOURCE PARTS. THEN COME BACK AND MANUALLY LOAD...OR CANNED A PART... AND THE INABILITY TO (WHEN I ENTER A WRONG PAYMENT/DATE) ERASE AND CHANGE????

Alternatives Considered: Mitchell WorkCenter, ALLDATA and ProLinkHFA

Reasons for Switching to Shop-Ware: BECAUSE OF THE GIRLS AT (ASA CONFERENCES) AND CONVINCING ME TO GIVE IT A TRY.....[SENSITIVE CONTENT HIDDEN] IS VERY CONVINCING......

Best-Ever Software - Coming From Seasons Advisor

Comments: I love the crew, I love the software and usability of it, it all around is a GREAT product and %100 worth the money.

Pros:

I have been an advisor in many places and used many different softwares and they are always a chore to use. It's like you need a secret code to do things. This is user friendly, neat, clean, professional looking, and super easy and it MAKES SENSE!!

Cons:

The ONLY thing I just don't agree with is the way the inventory works. Sure it has glitches here and there, but it is a software and that's how software is so I don't consider that a con, just the nature of the beast.

I should be getting more than 10 bucks for this

Comments: Overall our experience with shopware has been incredibly positive and most importantly our customers love how easy it is to use/understand. The benefits are too numerous to list.

Pros:

Some of the most impactful features shopware offers is the ability to add media to repair order and being able to send work orders to customers via text. That makes sales happen without even having to talk to the customer.

Cons:

The lack of orderable recommendations in the context of being able to drag/drop, while shopware has been saying this feature is coming it has been over a year and we are all a little impatient.

I’ve used the rest, now I use the best.

Comments: I have seen my GP, average ticket, and up sells go way up - like 25% and more up. I’m no spring chicken. I’ve been in this industry for 32 years and have used every major software platform out there as well as a few minor ones. I can tell you, they care and they listen. I had the opportunity to spend a good amount of time with the owner of Shop-Ware in the beginning and since have seen the entire staff emulate her approach to customer care. I have never experienced customer service remotely close to this.

Pros:

Customer interaction, ease of use, ACCURATE inventory, superb customer support, uncanny reception to customer input, hi-tech image for any level shop, incredible customer reception, true gross profit optimization, user friendly, and reasonable terms with no contracts. They believe, as I do, that if you like the software, you’ll never leave hence, no contracts.

Cons:

Still new and a few growing pains but really, very few, and they are punching through real working updates and features at the speed of light.

Ron at Best West Tire Inc thoughts on Shop-ware.

Comments: No major complaints. Love how easy to use and not hard to learn system.

Pros:

Easy to use. Having multiple windows open to navigate the system. Being able to track inventory with ease.

Cons:

Some of the minor glitches are annoying, but are repaired fairly quick by your IT team

Ahead of the industry

Comments: Overall very pleased with the software, still being adjusted but always improving

Pros:

Shop-Ware is leading the way with this user friendly software. Their main goal is to be clear and informative to the customer. It is a real help to be able to structure a repair order so well with pics and notes. It is very easy to explain repairs and review to customers and they become very well informed about the vehicles needs. Makes it easy to sell service and continued maintenance.

Cons:

There really should be improvements to the inventory system for estimate building. Wasting an average of 30 min per day, searching for an item we stock because the system will often search correctly or prioritize the correct parts. This is even an issue with parts we use daily for estimate building.

Shopware review

Comments: Great modern solution to the outdated or expensive options like shop monkey or protractor. Keeps me ahead of the competition and I love the constant support and updates rolling out.

Pros:

Very easy to train use and train new users on, can be accessed on phones and tablets which is needed for mobile service. Love the inspection feature and being able to take pictures of the issue.

Cons:

The calendar not auto updating based on the invoice/estimate is very annoying, and not being able to pull up labor times for certain jobs like evap vent valves, or just brake rotors can be time consuming making the job.

Review

Pros:

-Mechanics can easily take picture and upload -Helpful support team -No show section is nice -Seeing which tickets are short parts is helpful

Cons:

-Cannot link parts to an RO unless you start with the parts in the RO -Cannot undo received POs -Pages load slow even with 400 Mbps/20 Mbps and an above average computer -Only room for one phone number -No appointment confirmation before entire RO is made -Calendar view could be cleared up -Analytics section is not useful, Shop-Ware support members have trouble navigating and understanding too -Cannot produce a report of inventory groups -After an RO is started, it is removed from the schedule, should be an option to turn this off -No way to unlink WorldPac without closing browser tab. -No way to seach for license plate without knowing full plate (that I know of ) -Cannot add parts to an order after it is started (this one is very annoying) -Cannot update a parts order without the window closing -Editing canned jobs is very messy. As far as I know there is no section to only look at and setup canned jobs. -Mechanics cannot look at a ticket and see total time spent, they can only go line by line. Very annoying for some flat rate mechanics -There is no prompt to make sure you publish your recommendations before transferring an RO. Should be an option, this mistake happens once a day with advisors or mechanics -No option is click an copy VIN, have to highlight and copy (one additional space at the end of VIN is also copied when you double click to highlight) -Manually adding parts to a PO, you cannot see which parts are already selected, the only indication is '2 in batch'

Shopware is wonderful

Comments: Great customer support

Pros:

Multi screen feature no more having techs locking up tickets while u work

Cons:

Input of parts really takes a lot of time to learn or adjust to

This software is awesome

Comments: Was using Quickbooks and that was ok but Shop-Ware is much much much better!

Pros:

Easy to use, couldn't live without it. Love that it's cloud based. I can use it on my iPhone, iPad or MacBook.

Cons:

Don't think I have a con on this software.

Alternatives Considered: Shop Boss

Reasons for Choosing Shop-Ware: Needed more info and capability.

Switched From: QuickBooks Online

Reasons for Switching to Shop-Ware: Easier to use and fit me better.

Need a smart phone app

Comments: I love the software, it's easy.

Pros:

I like that I can use it anywhere that I have internet access.

Cons:

The should be an app to make it easier to use your phone to perform writeups and document repairs needed. Sometimes the web version is poor to work with on a phone.

Game Changer For My Business

Comments: Customer communications was an issue before Shop-Ware. Now that I can text and email my customers I have solved a lot of those issues.

Pros:

Shop-Ware totally changed how I run my business. We a very old system before and Shop-Ware was a huge leap in technology. My customers love the ability to approve recommended repairs right from their smartphone or computer. The ability to attach pictures, videos and PDFs to the work order really adds a level of credibility and transparency that my customers respond to.

Cons:

I wish there was some type of customer retention features and a way to remind my customer of needed services such as oil changes and state inspection.

Alternatives Considered: Mitchell RepairCenter

Reasons for Choosing Shop-Ware: Needed to update to the 21st century

Reasons for Switching to Shop-Ware: The ease of use and features

Keeping up with technology.

Comments: We are seeing a higher percentage profit on parts despite previously using an aggressive matrix.
Lots of "clicks". I realize Shop-Ware is gleaning a ton of information that is used in the analytics but sometimes it seems redundant.

Pros:

Communication, both with techs and customers. I like the KPI numbers, very helpful for planning Canned jobs are nice but they take some time and effort to get set up in useful manner Scheduling is nice.

Cons:

Too many "clicks" on some tasks...printing for example. That dang box I have to constantly check so as to NOT send a copy to my customer when I start a job...please make that a preference. Tires...need a solution for tire tax, etc