Founded almost 50 years ago by industry icon Locksin Thompson, Blackthorne Hot Tubs has grown to serve six vast Central California counties. Malina Breaux, president and CFO of Blackthorne, has been using RB for years and sat down with us to describe how the software has helped her business streamline scheduling, inventory, and enhance their customer experience.
The Challenge: Improving Scheduling
For years, Blackthorne relied on Google Calendar to manage their service scheduling. While sufficient for a small operation, the limitations of this approach became evident as the business grew.
Their first attempt to upgrade was a costly misstep. Transitioning to a new scheduling software required significant time and resources — Blackthorne Spas even hired additional staff to facilitate the move. However, within the first week, it became clear that the new software was overly complicated and not intuitive for their team. Frustration grew, and the business spent nearly two months reversing the switch to return to RB Software. “It was a big regret, but it made us appreciate RB even more,” Malina said.
The Solution: All-In-One Software to Automate Scheduling, Streamline Inventory, and Enhance Customer Experience
RB Software quickly became an operational backbone of Blackthorne Spas, providing a comprehensive platform to make running their business easier. Unlike previous tools, RB was easy to adopt and offered a range of features tailored to their unique needs:
- Scheduling: RB’s automation and flexible viewing options simplified planning. The ability to view a single day or an entire week at a glance made it much easier to coordinate staff schedules and service calls efficiently. Automatic refreshes/updates keep the team on the same page.
- Point-of-Sale (POS): The integrated POS system streamlined checkout processes, reducing errors and improving the customer experience by offering conveniences like storing credit card information and emailing receipts.
- Inventory Management: One of the standout features for Blackthorne was RB’s advanced inventory reporting. The software allowed them to generate detailed reports that forecasted seasonal stock needs, ensuring they were prepared for high-demand periods like summer.
Adopting RB Software was a seamless process, especially when compared to the challenges of their previous switch. The training provided by RB was thorough and intuitive, allowing Blackthorne to get up and running without major hurdles. When the company returned to RB after their experiment with another system, the familiarity and ease of use reinforced their confidence in the platform. “We’ll never use anything else again,” Malina emphasized.
When asked to name her favorite feature, Malina was quick to praise RB’s inventory reporting capabilities. “Being able to define item types and see seasonal adjustments is so helpful — it ensures we don’t run out of key items in the middle of the summer,” she explained.
Beyond features, Malina values the reliability and industry-specific focus of RB Software. “It’s not just a tool; it’s a partner in our business,” she said. From smooth onboarding to ongoing tech support, RB has empowered Blackthorne to operate more efficiently and confidently as they continue to grow.
An Added Perk: Exceptional Customer Service
Since adopting RB Software, Blackthorne has experienced measurable improvements in their operations and customer satisfaction. Automated scheduling and detailed end-of-day reports have streamlined internal processes, saving time and reducing errors. Seasonal inventory adjustments have prevented costly shortages, helping the business maintain optimal stock levels year-round, while automation has reduced administrative burdens for staff.
Malina highlighted a recent instance where RB’s tech support resolved a significant issue with their inventory. An unexpected error showed they had 100,000 units of a product in stock. RB’s “Item History” feature helped pinpoint the source of the discrepancy, allowing the team to fix it quickly. “Their tech support team is always so gracious, even when we have basic questions,” Malina shared. “I really appreciate all they’ve done for us.”
See How RB’s Software Can Help Enhance Your Customer Experience
RB’s software is designed specifically for your business and is continuously updated using feedback from our clients from across the country. Our software completely manages retail and service in a single system, and our customizable add-ons provide everything you need to maintain excellent customer relationships and boost your bottom line. Find out how our software integrates with popular water testing equipment and other industry vendors – view our virtual demos on demand or contact us today for a no-obligation demo.
