XCape Boat & Snowmobile Rentals
From Paper to Digital: How Stellar Transformed XCape Boat & Snowmobile Rentals
AT A GLANCE
- Business: XCape Rentals
- Location: Baudette, Minnesota
- Fleet Size: 8 vessels (6 rental boats, 4 snowmobiles)
- Staff Size: Part-time seasonal staff
- Experience: 5 seasons in operation
- Primary Challenge: Transitioning from manual processes to scalable digital operations
THE CHALLENGE: Breaking Free from Manual Systems
For Melanie Nelson and her husband, the founders of XCape Rentals, what began as a pandemic-inspired venture quickly grew into a thriving seasonal business. However, their manual operational processes weren’t scaling with their success. “We were using actual paper and pen to do the waivers and intake forms,” Melanie explains. “By the end of the season, I’d have this load of paper every year, just putting everything in manually, and not having systems in place.”
As they continued scaling for growth each year, the limitations of their manual approach became more apparent. They needed a solution that could automate their processes while maintaining the personal touch that had made them successful in their remote market.
the SOLUTION: Finding a Boat-First Platform
After extensively researching and vetting approximately six different platforms, Melanie discovered Stellar through online searches. What set Stellar apart was its focus on the boating industry and flexible approach to business operations.
Key requirements that Stellar met included:
- Seamless online booking capability
- User-friendly customer interface
- Flexible payment processing options
- No setup fees or monthly subscriptions
- Option to either absorb or pass on booking fees
“What I liked about Stellar was the option to either absorb the booking fee or pass it on to the customer,” Melanie notes. “It’s a win-win-win, which is what I was looking for – a win for the customer – having the convenience of booking any time of day or night online, a win for us, and a win for Stellar.”
IMPLEMENTATION: A Swift Seasonal Transition
The implementation process was notably efficient, with the Stellar team providing comprehensive support:
- Complete setup accomplished within a couple of weeks
- Team-guided configuration of operational settings
- Responsive support during the learning curve
- Total transition time of approximately one month
“The setup process was very seamless,” Melanie recalls. “Kristin from Stellar did so much work for us on that, and she’s incredible. I gave her a timeline, which was essentially ‘sooner rather than later’, and they rose to the occasion, fast-tracking it.”
the results: transforming operations through digital excellence
The implementation of Stellar brought immediate and measurable improvements across multiple aspects of the business:
Dramatic Shift to Online Bookings
- An increase in online bookings
- Reduced time spent on phone bookings
- Enhanced ability to reach younger demographics
- More efficient customer service
Operational Improvements
- Eliminated paper-based processes
- Streamlined check-in procedures
- Enhanced professional image
- Improved record-keeping capabilities
Customer Experience Enhancement
- 24/7 booking capability
- More seamless check-in process
- Professional digital interface
- Improved communication systems
Innovative Use of Platform Features
XCape Rentals has embraced Stellar’s digital capabilities to enhance their operations: “One of my favorite things about Stellar is getting the notification there’s been an online booking,” Melanie explains. “It’s kind of like income I didn’t have to work for – that’s the whole point of automation.”
The platform has helped them capture new market segments: “Not everybody, especially the younger generation, wants to call in. They just want to book online or on their phone. I wanted to make sure we were reaching that demographic.”
THE HUMAN TOUCH: Support That Makes the Difference
The support from Stellar has been a crucial factor in XCape Rentals’ success with the platform. “The team is really responsive,” Melanie emphasizes. “That’s been really great about Stellar – the team is not just high-tech, it’s high-touch. I feel cared for as one of their clients, they are super helpful, with rapid response times.”
LOOKING AHEAD
XCape Rentals is expanding their use of Stellar to include their new snowmobile rental operation, anticipating even higher online booking rates for this new venture. “Between the hundreds of miles of snowmobile trails and the ice fishing, we wanted to be able to easily cooperate with surrounding resorts and create this seamless way of booking,” Melanie explains.
“Now all of my Facebook posts don’t say ‘call to book’ – they say, ‘book online,'” Melanie reflects. “We’re encouraging our customers to book online, and I know that’s going to just increase year after year.”
