Westside Recreation

From Manual Bookings to Digital Success: How Stellar Transformed a 12-Year Boat Rental and Dealership Operation

AT A GLANCE

  • Business: Westside Recreation
  • Fleet Size: 7-20 boats (seasonal variation)
  • Staff Size: 3-6 employees (rental division)
  • Experience: 12+ years in business
  • Seasonal Operation: February 15 to November 30

THE CHALLENGE: Breaking Free from Generic Booking Systems

For Phoenix, Arizona-based Westside Recreation, finding the right software solution proved to be a significant challenge. After experiencing the limitations of various booking platforms, including Peak Pro and other general tourism software, they needed a solution specifically designed for the boating industry.

“The boating industry has unique requirements that most booking platforms don’t understand,” explains Guy Bar-Am . “We needed software built specifically for boats, not something designed for general tourism or car rentals that we’d have to modify to fit our needs.”

The business had tried multiple solutions, including:

  • Zozi (early years)
  • Peak Pro
  • FareHarbor
  • Flybook
  • Manual Google Calendar system

the SOLUTION: Finding a Boat-First Platform

After extensive research, they discovered Stellar through online searches. What immediately stood out was Stellar’s boat-industry focus and customizable features. Key requirements that Stellar met included:

  • Flexible payment processing options
  • Customizable booking workflows
  • Easy system modifications for seasonal changes
  • User-friendly customer interface

“When we found Stellar, it was clear they understood what boat rental operators actually need,” Bar-Am  notes. “The platform was built for our industry, with all the core functionality already in place.”

IMPLEMENTATION: A Smooth Seasonal Transition

The implementation process was strategically timed during the off-season, allowing for a seamless transition. The Stellar team provided comprehensive support:

  • Helped set up operational hours
  • Configured availability settings
  • Provided training and orientation
  • Offered ongoing support through dedicated representatives

the results: transforming operations through digital excellence

The implementation of Stellar brought immediate and measurable improvements across multiple aspects of the business. Within months, the transformation from paper-based processes to digital operations delivered significant results in efficiency, customer satisfaction, and revenue generation.

Dramatic Shift to Online Bookings

  • Achieved approximately 80% online booking rate
  • Eliminated need for dedicated office staff
  • Maintained personal touch for customers who prefer phone bookings

Operational Improvements

  • Eliminated double-booking issues
  • Streamlined reservation management
  • Reduced administrative overhead
  • Enhanced reporting capabilities for taxes and audits

Customer Experience Enhancement

  • 24/7 booking capability
  • Clear, transparent pricing
  • Easy-to-use interface
  • Comprehensive booking information available online

Innovative Use of Platform Features

The business leverages Stellar’s coupon system to:

  • Create personalized discount codes for loyal customers
  • Manage booking deposits efficiently
  • Convert non-refundable fees into future credits
  • Maintain customer relationships through targeted promotions

THE HUMAN TOUCH: Support That Makes the Difference

“The support team at Stellar has been a game-changer for our operation,”  Bar-Am shares. “They’re not just responsive – they’re proactive about improving the platform based on our feedback and needs.”

The success of the partnership comes down to Stellar’s commitment to continuous improvement. “They regularly ask for our input on how to make the system better. When they say they’re listening to their customers, they mean it – we’ve seen our suggestions implemented in updates.”

LOOKING AHEAD

Despite receiving frequent solicitations from other software providers, the business remains committed to Stellar. They’re now planning to expand their use of the platform to include boat club management features.

“What started as a solution to our booking problems has become an integral part of our business growth,”  Bar-Am reflects. “Stellar’s platform lets us focus on what we do best – getting people out on the water – while they handle the technical side of our operation.”

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