Reduce admin work by over 60% this season with Boatyard

The Challenge

MarineMax Danvers and MarineMax Boston each recommission over 300 boats every year that are winterized on site.  Before Boatyard, they relied on some tried and true methods for running their seasonal programs: 

• Paper contracts sent in the mail
• Individual customer communications via email, phone calls, and personal texts
• Checks, cash, and manual credit card payments

While every customer was eventually served, it had some negative side effects for their customers and team:

• Communication delays and misunderstandings
• Lost contracts in the mail
• Bottlenecking during pick-up
  
• High accounts receivable throughout the off season

The Goals

MarineMax Danvers and MarineMax Boston both wanted to spend less time on recommissioning this year, and have less headaches along the way by improving customer communications.  Their goals were to:

• Reduce admin work including phone calls and emails
  
• Increase their average response time
• Reduce accounts receivable

What We Changed

Each team started using 3 key tools in Boatyard to run their winterization programs: 

• Automated service reminders sent via text and email to prompt bookings
• Customer portals to collect deposits up front with and stored payment methods 
• Digital contracts added to the workflow, including launch date, service selections and signatures.

The Results

Across the board, both dealerships were able to drive higher operational efficiency and improve their customer experience through their new process:

• 69% open rate for recommissioning service reminders, with a 27% booking rate on the first send alone
  
  
• 63% less processing time for every order
  
  
• 54 hours of administrative work eliminated in a single season

Book Your Demo Today

Discover how your team can save time, improve transparency, and create an amazing customer experience with Boatyard.