Qn to Independent Shops

For the smaller ISO shops (2–20 people): how are you actually keeping work orders and service history straight? Feels like most are running on spreadsheets + WhatsApp and the big CMMS tools are built for hospitals, not owner-operated shops.

Two things I'm curious about:

• When a customer asks "when did you last PM this unit and what'd you find," how long does it take you to pull that?
• Where does the time actually get wasted — re-entering info, chasing paperwork, writing service reports?

Disclosure: I'm building something in this space, so not here to pitch or link — just want to understand how you all really handle it.