How to choose SMART repair software

Most SMART repair firms start with a diary, a pre-printed invoice book and a pile of claim forms. That works until there are two or three technicians on the road, the office is retyping everything on a Friday, and somebody can’t find last month’s signed disclaimer. Job management software fixes that, but only if it fits the way SMART work is booked, done and paid for.

General trade apps are built for plumbers, electricians and builders. Many are very good, and plenty of small repairers get by with one. Before you choose, it’s worth checking the things that are particular to SMART repair.

1. Does it book work the way you get it?

SMART work comes in several ways: a private customer on the phone, a dealer with a row of cars, a fleet, and insurance claim forms from a work provider. Look for software that handles all of them in one place, with saved trade accounts and a quick way to book the same customer again.

If you take insurance work, ask what happens to the claim forms. Retyping the customer, car, claim number and work from every form is where office time goes. Some software can read the form for you; check how well it reads your forms during a trial, not just a demo.

2. Can the technician run the whole job from their phone?

A mobile technician needs the day’s jobs in a sensible order, the customer’s address and phone number, the car, the work and any notes from the office, without ringing in. Ask to see the technician’s side, not just the office screens.

3. Does it work with no signal?

Customers’ drives, underground car parks and dealer workshops often have poor coverage. If the app needs signal to open a job, take photos or save a signature, your technician is stuck. Ask exactly what keeps working offline and what waits for coverage.

4. Is the paperwork finished before the technician leaves?

The best time to get an invoice and a disclaimer signed is on the drive, with the customer standing next to the car. Look for:

• an invoice and a disclaimer the customer signs on the phone with a finger;
• a Before and After photo for each repair, so there’s proof of what was done;
• your own invoice numbers, if you use a numbered invoice book;
• signed copies in the office the same day, with your logo on them.

5. Does it understand insurance work?

On insurance jobs the customer usually mustn’t see the price: the invoice goes to the insurer. Check that the software can keep the price, the invoice and the photos away from insurance customers while still sending them a booking confirmation, and that it makes the invoice out to the insurer with the claim number on it. You’ll also want a record of work that couldn’t be repaired, so the insurer can be told.

6. Will it talk to your accounts?

Ask how invoices reach your accounting software. If you use Xero, check whether signed invoices go across by themselves or need exporting. If your accountant works in spreadsheets, check what can be downloaded as a CSV file.

7. How is it priced?

Prices are set per user, per technician or per company. For a SMART business the useful question is: what does it cost for the technicians you actually have on the road, and do office staff pay too? Also ask about set-up fees and how long the contract runs.

8. Can you get your data out?

Your jobs, invoices, photos and timesheets are your business records. Make sure you can download all of them whenever you like, and before you leave, without asking permission.

9. Which phones does it run on?

Check the technician app runs on the phones your team already has. Some apps are Android only, some iPhone only, and some only run in a web browser.

How The Smart App answers these questions

We built The Smart App for SMART repair companies, so here are our own answers, including the things it doesn’t do yet.

Whatever you choose, try it on a real week of your own jobs before you commit. A demo shows the best case; a trial shows whether it fits.