Pine Knot Marina
Charting New Waters: How Stellar Helped Digitized Pine Knot Marina to Success
AT A GLANCE
- Business: Pine Knot Marina
- Location: Big Bear, California
- Operation Size:
- 400 boat slips
- 24 rental boats
- 4 jet skis
- 2 tour boats
- Service and repair center
- Water skiing operations
- Season: April 1 to October 31
THE CHALLENGE: Breaking Free from Paper-Based Operations
Pine Knot Marina, a cornerstone of the Big Bear resort community in Southern California, was managing a complex operation entirely on paper. Located at the base of Big Bear village, their prime location brought steady walk-in traffic, but their paper-based processes were creating significant operational friction.
“It was rough because we lost a lot of business,” recalls John Osborn. “People couldn’t book online, and I had employees that weren’t answering the phone. We were spending $5,000 a year just on paper contracts. Our business was really bad.”
The manual booking process was particularly cumbersome. Each rental required a three to four-page paper contract that customers had to fill out in person. The process typically took 30 minutes per rental, significantly cutting into valuable time on the water for customers.
the SOLUTION: Finding the Right Digital Partner
The transition to Stellar came after a thoughtful evaluation period. “The Stellar team was persistent but patient,” Osborn recalls. “Their representative took the time to understand our needs and build a relationship over nearly two years. When they finally proposed a one-year trial with favorable terms, we were ready to make the switch. Their approach – patient, professional, and focused on our success – gave us confidence in the partnership.”
What Pine Knot Marina needed was straightforward: “The online booking capability was transformative for our business,” Osborn explains. “Not only could customers book rentals 24/7, even when we were closed, but it also eliminated our dependence on staff availability for processing reservations. This automation brought consistency and reliability to our booking process.”
IMPLEMENTATION: A SMOOTH TRANSITION
The implementation process was comprehensive yet efficient. “The transition exceeded our expectations in terms of speed and simplicity,” says Osborn. “The Stellar team guided us through every step with focused training sessions for our entire staff. Despite our complex needs – managing 24 boats with various time slots and booking requirements – they ensured we were fully operational well before our peak season.”
By strategically timing the implementation during their off-season, Pine Knot Marina was able to methodically configure their operations while training their staff. This measured approach allowed them to test and refine their processes, ensuring they were fully prepared for the demands of their busy season at Big Bear Lake.
the results: transforming operations through digital excellence
The switch to Stellar delivered immediate and measurable results across every aspect of the business:
Revenue Growth
- 25% revenue increase in first year
- Additional 10% increase the following year
- Total 35% increase since implementing Stellar
Operational Improvements
- Reduced rental processing time from 30 minutes to 15 minutes
- 90% of paperwork now completed before arrival
- Eliminated need for two staff positions
- Nearly perfect dispute resolution rate with digital documentation
- Streamlined damage documentation with before/after photos
Customer Experience Enhancement
- Online booking capability
- Faster check-in process
- Clear documentation system
- Improved accountability for both parties
THE HUMAN TOUCH: SUPPORT THAT MAKES A DIFFERENCE
The ongoing support has been crucial to their success. “The customer service team has been outstanding,” Osborn shares. “Their responsiveness and problem-solving abilities exceeded our expectations. They understand that marina operations run seven days a week and provide support to match. The level of dedication from the Stellar team has been exceptional – it’s a key reason we’ve remained committed to the platform.”
LOOKING AHEAD
Pine Knot Marina continues to expand their use of Stellar’s features, with plans to implement new capabilities like video integration for their boat listings. Despite regular solicitations from other software providers, they remain committed to Stellar.
“When other marinas up here ask me about software, I tell them they’re missing out,” Osborn concludes. “For the boating industry, what Stellar offers is 100% what we need. The platform is incredibly cost effective, and it has everything a rental company needs to get started and scale their operations.”
