For equipment dealers, working efficiently and staying connected with customers are key to doing business. With five locations spanning the state of Nebraska, leading equipment dealer Bobcat of Omaha, has long been providing exceptional care to its customers, until communication roadblocks started to stand in the way.
Who is Bobcat of Omaha
Led by President Don Partridge, Bobcat has a clear mission: to build long-term relationships and take care of their customers. To their community, they are more than just a dealer— they’re a part of their customers' extended family.
“To me, it's all about building relationships, building long-term relationships and friendships.” Don shared, “something where we know everybody when you come in here as a customer or as an employee, you're part of the family.”
It’s Bobcat’s commitment to personal service that sets them apart from other equipment dealers. “It’s kind of the brand, it’s the commitment,” says Don. When customers come to Bobcat, they can expect their machines to be up and running promptly, with minimal downtime.
Challenges Before Prokeep:
Before adopting Prokeep, Bobcat of Omaha struggled in their efforts to optimize communication. This made it challenging to meet their goal of fostering long-term customer relationships. Some of these barriers included:
- Difficulty Managing Multiple Communication Channels
- Being Limited to Very Transactional-based Communication
- Dependency on Personal Cell Phones
- Inaccurate Part Identification
- Poor Internal Communication
- Difficulty Reaching Customers
The Prokeep Solution
That’s when Prokeep entered the picture. Prokeep centralizes communication, allowing customers to text in orders, send in pictures of products they need, and get answers from staff in just a few moments. This transformed the way Bobcat of Omaha did business.
Managing Multiple Communication Channels
"Prokeep offers us another opportunity to communicate with the customers," Don shared. By consolidating channels into one workspace, Prokeep empowered the team at Bobcat to manage multiple customer interactions with ease.
Building Relationship Based Communication
Don said to us, “We’re about relationships here... So that’s what Prokeep does for us; it builds our relationship with our customers." By making communication efficient, Prokeep allowed the team to shift from keeping phone calls brief and transactional only, to having the time to answer every question. This way they could effortlessly build strong, long-term relationships with customers.
Eliminating Cell Phone Dependency
Prokeep provided a business dedicated conversation hub that the whole team had access to - so there was no longer a need for sharing personal numbers. "We don’t have to give out our cell phone number... everybody as a group had that information, we can track it and go back and forth." Don said.
Accurate Part Identification
"Send a picture... and then it’s like, boom, it just enhances the communication." By snapping a picture and sending it through Prokeep, Don’s team eliminated miscommunications and made verifying parts as easy as pressing a button.
Better Internal Communication
"We sent the mass text out to our employees and boom, we got 100% response." With Prokeep’s seamless internal messaging capability, team members could reach not only customers, but other employees with ease. This made sure all critical updates, like health insurance enrollment, was seen by everyone.
Ease in Reaching Customers
"They’re more likely to respond from a text than a phone call." Don said point blank. Text messaging’s easy access and high open rates made for a much quicker response than waiting on a call back. This improved the handling of invoices, order updates, and just made it easier for customers to stay informed about their orders.
A Modern Solution for a Modern Business
Without Prokeep, Bobcat of Omaha was limited to the main phone line, making doing business challenging. “Old school would be the word,” Don said.
Prokeep has become an indispensable tool, helping them stay connected, work smarter, and deliver top-notch customer service.
For anyone in the industry, Don’s words are clear: “If you get a chance, you got to improve your communication with your people and your customers, and Prokeep would be a great way to do it.”
With Prokeep, Bobcat of Omaha has elevated their means of communicating, made doing business easy, and upheld their commitment to exceptional service. Thanks to Prokeep, Bobcat is not just keeping up with the times—they’re leading the way.
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