Bruckner's Truck & Equipment is a multi-location Mack and Volvo dealership, and one of the first to go live with the Prokeep and Decisiv integration. They've now deployed it across every Service Center location, and the results are worth paying attention to.
In our recent webinar, Bruckner's Glenn "Clay" Claiborne (33-year company veteran) and Tracy Osborne (Service Manager, Irving Boulevard, Dallas) joined Prokeep Director of Marketing Brooks and Decisiv Head of Marketing Rob Ziemba to share what they've seen firsthand. Here are the highlights.
Bruckner's Problem: Too Many Systems, Too Many Gaps
For years, dealers and distributors have dealt with a frustrating reality: service cases, customer conversations, and parts requests all living in separate places. Texts arrive on personal phones. Emails get buried in individual inboxes. Critical conversations happen before a case is ever opened — and vanish before anyone can act on them.
As Rob Ziemba from Decisiv put it, "That's where time, revenue, and trust quietly slip away."
Clay described the pre-integration reality at Bruckner's:
That's exactly the problem the Prokeep + Decisiv integration was built to solve, and why Bruckner's became the design partner to help shape it.
The Prokeep | Decisiv Integration: Native to Both Systems, No New Tools Required
The integration works across two core pillars:
1. Communication Documentation: Every Prokeep conversation is automatically tied to the matching Decisiv service case, whether it happens before the case opens, during the repair, or after the invoice closes. Photos, videos, approvals, all of it lands in the Assist case as an attachment.
2. Parts Workflow Automation: Parts requests flow from the service team directly into the parts team's Prokeep queue with one action. Status updates (ordered, received, ETA) sync back to Decisiv automatically as structured case notes.
No copy-pasting. No re-keying. No sticky notes.
What Bruckner's Is Seeing: In Their Own Words
Communication That Actually Sticks
For Tracy, the impact on day-to-day communication has been dramatic — and measurable:
That's not just an operational win. It's showing up in customer surveys.
Photos and Video: Worth More Than a Thousand Words
One of the most immediate wins was replacing phone tag with visual communication. As Clay put it, it's far easier to ask a customer for a photo of a VIN tag than to walk them through reading a VIN number, and the same logic applies to approvals. Send a picture of a leaking component alongside an estimate, and the customer gets it immediately, no lengthy explanation needed. Tracy backed that up from the service manager's perspective: his advisors walk out, snap a photo, and the customer sees exactly what they're looking at in real time.
No More Conversations Locked in One Person's Inbox
Clay highlighted one of the less obvious but deeply felt benefits of centralizing communication:
With Prokeep, that problem disappears. All communications are visible to the team and attached to the Decisiv case, so anyone can pick up where someone else left off.
Drivers, Decision-Makers, and Everyone in Between
One of the most creative applications Bruckner's has developed: texting both the driver and the fleet owner simultaneously from the moment a truck checks in.
Tracy added how this plays out when drivers and owners are in different locations:
The Bigger Picture: Relationships Built on Consistent Communication
Both Clay and Tracy kept coming back to a theme that goes beyond software: communication builds customer loyalty, which keeps accounts coming back. "We have customers that tow their trucks all over the country to us here in Dallas just because of our communication and the way we talk to them," Clay said. "To be able to text somebody and just say, 'Hey, how's it going?' you'll see them there for an oil change next week. Just because you text them and ask how they are doing. It's building the relationship in a different way." Tracy followed.
The follow-up capability, or reaching back out to customers even after an invoice closes, has become one of the most valued features on their teams.
Getting Started: Easier Than You'd Expect
Clay and Tracy shared their experience getting up and running with Prokeep. After Bruckner completed the pilot, they were able to onboard 12 locations within the same day. "The onboarding training was incredible. Our service teams really enjoyed that training and really latched onto the system because it's really simple," Clay Claiborne said.
The Bottom Line
The data backs it up: in a Prokeep survey of 85 truck dealers and distributors, 84% of reps reported losing 1–4 hours a week chasing internal updates, 95% carry at least one stalled order each week, and 88% juggle three or more systems for a single repair.
The Prokeep + Decisiv integration was built to close those gaps, and Bruckner's is proof it works.
Want to learn more about the Prokeep and Decisiv integration? Talk to a Prokeep expert
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