Ever dealt with a computer shop? I want your input!

I'm building a system called RAS.

RAS is "Residential Automation System". It's pretty much a computer shop in a box for computer shops. It helps automate a lot of tasks that take up valuable tech time. Techs can't be there 24/7 to click buttons / chain scans / fix issues. RAS can.

The system is still in the design phase. After I get the designs finished, I'll talk to a few local shops about 'investing' into my system. But before that, I want to hear what people ACTUALLY want out of this system.

Pretty much, I'm looking for input from those who have ran / worked in / or do any work with computer shops.

For the techs:
What took up most of your time as a tech? Was it virus removal? Finding those obscure drivers? Documentation? Calling customers to pick up their systems / giving them updates? Helping customers out via phone? Helping customers in the front? What was your average turn around time on average systems?

For the owners:
Were your techs overloaded? Did you always have computers waiting in queue that were just sitting there not being worked on? What did you use for accounting / bookkeeping software? Did you pay any license fees for systems?

For the customers:
How long was turn around? Did you feel that the service was up to par? What were your overall thoughts about going to a computer shop? Was the communication of status of computers pretty decent? Did you have an ETA when your system would be finished? Was that ETA accurate?

Thanks for all your input!