In the fast-paced world of construction, efficiency, communication, accuracy, and customer service are paramount. Concrete Construction Supply (CCS) runs seven locations across Idaho and Nevada that exemplify these principles through their innovative approach to service and commitment to their customer experience.
Jordan Gilbert, Project Manager at CCS, has dedicated his role to optimizing and standardizing business processes and customer communication in an effort to create consistency, scalability, and a better order-to-delivery experience for his costumers.
At CCS, the core value of "people first" is not just a slogan; it is a guiding principle that informs every decision and action. Jordan emphasizes that taking care of employees and customers is the main priority of the organization. "Our loyal customers are why we are here," he says, underscoring the importance of “unrelenting customer service.”
One of the primary challenges Jordan faced when he started at CCS was the need for improved communication. With multiple products often referred to by different names among staff and customers, Jordan sought a solution to streamline the ordering process. Some of the barriers Jordan faced in the way of his goal to streamline processes and optimizing the customer experience were:
Enter Prokeep—a communication tool that has transformed how CCS interacts with customers and manages orders. Prokeep allows customers to text in orders, take pictures of products they need, and communicate directly with the inside sales staff. This has significantly improved delivery accuracy and reduced miscommunication.
For example, when customers are working on job sites without a physical address, they can send a location drop through Prokeep. This feature has drastically decreased delivery times and improved the accuracy of the products being delivered.
Plus, through texting they’re able to capture more business through multi-tasking. Jordan notes, "We are able to communicate with multiple customers at a time rather than being on a phone call, one person at a time."
"Prokeep has removed a lot of those barriers, increased our effectiveness in our industry."
“Our drivers are able to deliver with pinpoint accuracy... customers from their job site are able to take a location drop and send it over to us, which has drastically decreased our delivery time."
"We've been able to use Prokeep for quality control... snap a quick picture, send that picture back to Prokeep... and then the history of the conversation from start to finish with that final quality assurance check."
"Prokeep has really increased our communication, decreased our delivery times, and given us and our inside sales staff the ability to manage multiple customers at once rather than one phone call at a time. Which, ultimately, leads to more sales."
"The history where everything's saved, that is huge, huge for the sales side from quality assurance of our customer service and then also just record keeping."
"Prokeep has increased our ability to take care of our people, our customers, and our employees... it's increased our productivity and in the end that drives sales and it also improves our customer service experience."
"Something that I am, this is recent, is starting to dig in more to the broadcast feature... gives us the ability to communicate directly with our boots on the ground customer base all at once to where we can communicate if we have new products or we have vendors on site or we're running a flash sale. So it’s been a really, really effective tool in compilingthe information which helps to decrease my workload or our marketing team’s workload because we have everything in one spot."
"With Prokeep, we're able to just standardize our language, keep it simple, and make sure that we're delivering timely, we're delivering the correct product... the training aspect within our inside sales staff has been a very quick learning curve."
When asked about the single biggest impact Prokeep has had on CCS, Jordan identifies two key areas: people-first focus and enhanced communication. "Prokeep has increased our ability to take care of our people—our customers and our employees," he states. The platform has not only improved customer service but has also streamlined internal processes, allowing the team to work more efficiently.
Jordan candidly acknowledges the challenges CCS would face without ProKeep. "Without Prokeep, we would have additional barriers in communication and an increased barrier of our accuracies on deliveries," he explains. The tool has become an essential part of CCS's operations, helping them minimize obstacles and enhance overall efficiency.
For businesses looking to improve their operations and enhance customer experiences, investing in the right tools and fostering a people-first culture is crucial.
If you're in the construction industry or any field where communication and efficiency matter, consider how tools like Prokeep can help streamline your processes and elevate your customer service. Embrace the philosophy of putting people first, and watch your business thrive.
The journey of Concrete Construction Supply is a testament to the power of innovation, dedication, and a relentless focus on customer care. Whether you're a business leader, an employee, or a customer, let this story inspire you to prioritize communication and relationships in everything you do.