For Jack Scarsi, Corporate Parts Training & Development Manager of the Larson Group Peterbilt, decades of experience in the dealer industry have sharpened one focus: take care of the customer, and everything else follows. But as TLG grew, so did the communication challenges, and Jack knew something had to change. That’s where Prokeep came in.
Since implementing Prokeep, Jack and his team have streamlined internal processes, reduced phone strain, and empowered customer service reps to thrive, even the newest ones. It’s not just an upgrade; it’s a transformation.
Challenges Before Prokeep
TLG faced several major roadblocks that impacted their ability to deliver the fast, accurate service customers expect. From missed calls to inconsistent communication, Jack outlines exactly where the cracks began to show.
Challenges before Prokeep:
Missed Calls & Phone Fatigue: Customers were frustrated by long hold times and unanswered calls, especially during peak hours when call volume spiked unpredictably.
Staffing Shortages: Rapid growth outpaced hiring, leaving reps overwhelmed and unable to respond quickly enough to customer needs-- putting service quality at risk.
Inconsistent Communication: With no centralized system, it was impossible to monitor who was responding, when, or how effectively. Performance varied wildly between reps and locations.
Reps Stuck in Reactive Mode: Too much time was spent chasing down order updates and answering repeat questions, leaving little room for proactive selling or new customer outreach.
Prokeep Solutions
For Jack and the TLG team, implementing Prokeep wasn’t just about adding a new communication tool—it was about transforming how they served customers and operated internally. By addressing each pain point with purpose-built features, Prokeep became a catalyst for faster service, greater accuracy, and proactive selling across all 25 locations.
Successes with Prokeep:
Gave customers a reliable alternative to phone calls.
Increased rep productivity without increasing headcount.
Improved order accuracy through visual confirmation.
Centralized visibility and accountability across 25 locations.
Use broadcast messaging to send targeted promotions
Missed Calls and Phone Fatigue
“Why don’t you answer the damn phone?” That’s the feedback Jack kept hearing from customers. Despite having strong teams and a growth mindset, the sheer volume of phone traffic often led to long wait times and dropped calls.
“Before Prokeep, you could have five reps chatting about the big game one minute, and five minutes later, it feels like you need fifteen just to answer the phones. It’s always feast or famine.”
By introducing additional communication channels, Prokeep gave customers a way to reach out that didn’t rely solely on live phone calls, so staff could more easily manage the call load. Even during peak times, messages are logged, routed, and answered quickly without jamming the phone lines. Reps can respond in real-time, often within seconds, easing the pressure on both staff and customers.
Staffing Shortages
As TLG scaled, finding and retaining skilled reps couldn’t keep pace with customer demand. Even good systems were under strain because the team was stretched thin.
“We can’t hire fast enough to keep up. Phones are outdated; we can never have enough staff to match call volumes. It’s a crazy challenge..Now with Prokeep, it’s one less call in, one new call out. One plus one equals two—my rep just doubled their bandwidth.”
Prokeep boosted rep productivity by handling more threads without additional headcount. One customer service rep even leveraged his speed on Prokeep to build a customer base equal to more seasoned reps—his average response time? Just 26 seconds. “He was the new guy. Now he’s handling as much volume as the veterans because he’s quick on Prokeep," Jack told us. Prokeep gave the team what they needed to serve customers in a fraction of the time.
Poor Order Accuracy from Verbal Communication
In trucking and auto parts, accuracy matters—especially when it comes to left vs. right, model numbers, or axle types. Jack often saw reps make mistakes due to unclear phone conversations.
“Before Prokeep, you'd always miss something --- leave a voicemail, wait for a call back, and miss the shipment. Then everybody’s frustrated. Now it’s all in writing. We can scroll up and see that the customer wanted the left side. No more confusion.”
Prokeep introduced visual and written clarity. With the ability to send and receive images and maintain searchable records, reps can confirm details, review specs, and build accurate orders without second-guessing.
Inconsistent Communication
Keeping everyone aligned with reps across 25 locations was nearly impossible, especially when performance wasn’t visible in real time. Jack had no visibility into who was actively engaging with customers or who was missing messages altogether.
“When I walk into a location, I check who even has Prokeep open. You won’t get alerts if you don’t have it loaded, if you don't want a call from me, make sure your team is using Prokeep. Everyone knows that know."
Now, Jack uses Prokeep dashboards and live alerts to hold staff accountable. Missed response times trigger escalation alerts at 3, 10, and 15 minutes—ensuring no customer inquiry falls through the cracks.
Reps Stuck in Reactive Mode
Some reps were bogged down fielding repetitive status-check calls, leaving little bandwidth for new opportunities.
“I was spending all my time mopping up old orders instead of chasing new business. Now --- my reps just doubled their bandwidth.
Now, reps proactively send follow-ups or other key messages via Prokeep, freeing up their phones—and their time—for new orders. In some cases, this shift doubled rep capacity.
Modern Communication for Modern Distributors
Jack says it best: “With Prokeep, we operate at the speed of business. The phones can’t do that anymore—our customers are texting, and we need to meet them where they are.”
Whether it's reducing phone dependency, improving accuracy, or increasing team capacity, Prokeep has become a cornerstone of TLG’s growth strategy—and a competitive advantage Jack isn’t willing to give away easily.
Want to modernize like TLG?
Prokeep makes meeting customers where they are easy—while future-proofing your team’s communication, accuracy, and performance.
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