Assuming you’re the customer here, what would you judge a service visit on?
A customer may not know if your business has software or not but they care if you do. They want you to arrive on time, prepared to work and knowledgeable about the issue and the solution. As the service provider in this equation, you want to deliver the best experience for the customer possible. You want to meet their expectations and earn their business. The customer cares if you have software because it will help you in delivering the type of service the customers wants you to have.