For distributors like Pomona Truck & Auto Supply, taking care of customers is the heart of the business. A California-based company, they provide quality parts to various commercial customers, from tree trimmers to truck fleet operators. The dedicated team at Pomona works closely to ensure they find the right parts quickly and efficiently, making their mission clear: take care of customers and help keep their vehicles on the road.
Owner Ryan Plowman leads his team in meeting customers' needs by offering quick and reliable service. Whether it’s for a fleet of trucks or essentials like push brooms or sugar containers for paving companies, Pomona Truck & Auto Supply is a business they can trust.
Before Prokeep, Pomona Truck & Auto Supply faced several operational difficulties, particularly when their phone system went down:
With Prokeep, Pomona Truck & Auto Supply conquered these challenges, streamlining their communication and improving both the customer experience and the way they work together.
When you have four counter people…having [calls] forwarded to one cell phone, it's a little tricky. We tried rolling Prokeep out to customers and what it allowed us to do was to kind of say, look, to help us out, if you just text the store, there's four people plus that can take care of you.”
Prokeep provided another channel of communication customers could use to quickly be connected to staff — and it turns out they preferred it! “They saw how quick the response time was…it was really, really beneficial in kind of keeping the customers engaged and not having them call someone else because there was someone to respond.”
"It’s as quick as a text message… instead of tying somebody up on the phone for 90 seconds. Those 90 seconds over the course of a week, over the course of a month, it adds up." Ryan told us. “ It keeps the guys engaged with the customers and not tied up doing simple tasks.” Prokeep allowed Pomona to cut down on time wasted with minor phone calls by shifting routine functions like inventory checks to text messages.
“You can just send a quick message that says, ‘Hey, can you tell me that it's accurate?’... and nobody has to say, let me put you on hold. Let me run to the back.” Prokeep turned what was once a 15-minute phone call into an interaction that could be handled in seconds.
"We use it between our locations, just communicating back and forth. It keeps the guys engaged with the customers and not tied up doing simple tasks." Prokeep enabled teams at Pomona to reach each other across branches with just the press of a button. This meant no more unnecessary calls, and team collaboration became seamless.
Prokeep made reaching the branch as easy as sending a text. And connecting every channel to one workspace ensured there was always a team member available to take care of the customer. “What it allowed us to do was improve customer engagement over the counter and just give overall better service,” Ryan shared.
By streamlining how they handled inquiries and reducing phone call bottlenecks, the team at Pomona was able to respond faster and provide a better overall experience for their customers, proving to be an essential tool. As Ryan Plowman put it, "Without Prokeep, things would be chaotic. And in today's world, chaos is not fun"
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