Over the past few years, the automotive aftermarket has experienced a significant boom in digital-driven services powered by artificial intelligence. AI-powered scheduling systems lead the way with over half of the 2025 Ratchet+Wrench Industry Survey Report respondents (52%) noting that their shops incorporate these tools into their processes.
Online booking and digital communication platforms have nearly doubled their presence in U.S. auto repair shops, growing from 33% to over 60% adoption in recent years, according to Shopmonkey. This shift aligns with a growing consumer preference—60% of Americans— who prefer booking appointments online over traditional phone calls, which only 33% of customers say they prefer.
Which tools are auto repair shops using most?
- AI scheduling software: 52%
- AI estimate generator: 61%
- AI digital vehicle inspection: 59%
- AI customer service representative: 37%
Jason Smith, owner of M&M Car Care Center with locations in Merrillville, Schererville, Dyer, and Hammond, Indiana, says online booking is reducing the number of incoming calls his service advisors have to attend to. Smith sees between 5% to 6% percent of total bookings made online each month, with most customers who book online coming in for simple services such as scheduled maintenance and oil changes. (“How Online Booking Can Help Shops," January 2024)
About the Author
Chris Jones
Group Editorial Director
Chris Jones is Group Editorial Director for the Vehicle Repair Group at Endeavor Business Media. He’s a multiple-award-winning editor and journalist and a certified project manager now providing editorial leadership and brand strategy for the auto care industry's most trusted automotive repair publications—Ratchet+Wrench, Modern Tire Dealer, National Oil & Lube News, FenderBender, ABRN, Professional Distributor, PTEN, Motor Age, and Aftermarket Business World.