Case Study: Bruckner's Truck & Equipment improves customer communication and service coordination with Prokeep and Decisiv

Bruckner's Truck & Equipment boosts proactive communication to the mid-90s with Prokeep

Bruckner's Truck & Equipment, a multi-location Mack and Volvo dealership, faced a challenge with customer communication and parts requests being scattered across multiple disconnected systems like personal phones and individual email inboxes. This disjointed process caused critical information to be lost, leading to delays and a loss of revenue and trust. They partnered with vendor Prokeep and its integrated service with Decisiv to solve this problem.

The solution from Prokeep integrated natively with Decisiv to automatically tie all customer conversations and photos to the correct service case and automate parts request workflows. This eliminated manual re-keying of data and centralized communications for the entire team. The results were measurable: proactive communication scores rose from 75% to the mid-upper 90s, the NPS score jumped from 72 to over 85, and response time alerts dropped from up to 20 per day to nearly zero.

Bruckner's Truck & Equipment