At US Air Conditioning Distributors, operating 52 branches across five southwestern states, staying nimble and customer-focused is essential to success. Jack Scarsi, VP of Operations and Finance, knew that keeping up with customer expectations meant finding a better way to communicate—and Prokeep delivered. Since implementing Prokeep, US Air has dramatically improved order volume, cleared up phone lines, and made it easier than ever for contractors to do business with them.
One of the most telling success stories? A branch moved to a new location, and their phone system didn’t make it on time. Thanks to Prokeep’s texting platform, the team didn’t miss a beat. Orders still came through, customers stayed happy, and operations ran smoothly. It was a moment that underscored just how integral Prokeep had become to their business—and a glimpse at the future of contractor communication.
Challenges Before Prokeep
Before bringing on Prokeep, US Air faced a growing hurdle: meeting modern customer expectations for quick, reliable communication. From long phone hold times to staff using personal phones for customer messages, the cracks were showing in their legacy systems.
Challenges before Prokeep:
Long phone wait times during peak hours
Customers preferred texting over calling, but there was no formal system
Managers used personal phones to text customers
Communication outages during moves disrupted service
No centralized system for sending out customer promotions
Prokeep Solutions
With Prokeep, Jack and his team not only resolved these issues—they leveled up their entire customer experience. They’re now able to process more orders, communicate instantly, and even continue business during unexpected disruptions. Texting isn’t just a convenience; it’s a core channel that customers prefer.
Successes with Prokeep:
Handle more orders each day
Eliminate long phone hold times
Enable branches to stay operational during phone outages
Centralize all text communications into one platform
Use broadcast messaging to send targeted promotions
A “Starship Bridge” for Branch Operations
“I come to work like I’m Captain Kirk at the beginning of Star Trek, I look out the screen, say good morning, and then stuff starts flying at me.”
Jack compared his role to being on the bridge of a starship: always scanning what's happening across the fleet. With 52 branches under his watch, Prokeep became a command center of sorts — a place where customer conversations and team collaboration could all be monitored and improved in real-time.
Targeted broadcast text messaging = more efficient outbound
“We’ve been able to do targeted messaging... With 52 branches, it would be impossible without a system like Prokeep in my back pocket."
The ability to send area-specific updates or event promotions keeps customers informed—and engaged—with less effort.
Faster Communication = Better Customer Service
“In this day and age, people need instant information. Texting really kind of jumped everybody else, and now that’s our preferred method of communication.”
By introducing Prokeep, US Air locations could now respond to customers faster and handle more requests without overloading the phone lines. For a service-focused distributor in a technical, time-sensitive industry like HVAC, every minute saved can translate to a job completed on time — and a customer retained.
Keeping Teams Aligned Across 5 States
“We don’t want to be that point in the process that bogs contractors down. We want to be the easy part of their day.”
Whether it’s a quick inventory check, an order update, or a photo of a part, Prokeep allowed branch staff to message each other and customers in seconds. That meant fewer dropped balls, fewer miscommunications, and a smoother experience for everyone involved.
Making Business Easier, One Text at a Time
Jack’s mission is simple: make it easier for people to do business with US Air. Prokeep has helped him and his team do just that—while increasing efficiency, future-proofing communications, and keeping their customers happy. In Jack’s words, it’s all about the people behind the product.
“These guys are on it... They think of things before I think of things. That’s the most important thing for me—because in the end, we’re all about relationships.”
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