Founded nearly 50 years ago, Blackthorne Hot Tubs in Salinas, Calif., has steadily grown into a leading spa and hot tub business serving six expansive counties across Central California. Under the leadership of President and CEO Malina Breaux, the company has embraced technology to support its growth while maintaining a high level of customer service. For several years, Blackthorne has relied on RB Retail and Service Solutions software to streamline operations, improve scheduling and inventory management, and ultimately enhance profitability.
Improved scheduling
Like many small spa and pool businesses, Blackthorne initially managed service scheduling with Google Calendar. While this solution worked in the early stages of the business, it became increasingly limiting as the company expanded. The lack of integration with their core business software made it difficult to manage growing service demands efficiently.
Recognizing the need for a more robust scheduling solution, Blackthorne briefly attempted to use a system that operated independently from their primary business software. That decision quickly proved to be a mistake. “It was a big regret,” says Breaux. “As the business continued to grow, it became clear that having every department operate within the same system was essential.”
This integration proved especially vital for the rapid expansion of Blackthorne’s service department, including contract maintenance and revolving service schedules. Once Blackthorne implemented RB Solutions software, they found that it enabled their service professionals to set up tasks just once, and the system would automatically generate service orders, schedule appointments for the duration of the contract, create invoices or sales orders, prepare in-field service forms, and alert technicians to scheduling conflicts. This automation eliminates hours of repetitive administrative work and reduces the risk of human error.
The software also provides powerful reporting tools that allow service professionals to track contract expiration dates, making renewals fast and efficient. Additionally, RB enables users to analyze job profitability by displaying revenue earned to date, percentage complete, total completed tasks, balances due, and overdue amounts.
Improved inventory
Beyond scheduling, RB Software quickly became the operational backbone of Blackthorne’s business through its advanced inventory management capabilities. Accurate inventory control is critical in the pool and spa industry, where seasonal demand can fluctuate dramatically. RB’s inventory reporting allows Blackthorne to forecast seasonal stock needs and prepare for peak periods, such as the busy summer months.
“Up to the minute, accurate inventory management helps prevent overstocking or understocking, improve cash flow, reduce shrinkage, and gives pool and spa business owners the ability to quickly make marketing decisions and promotions,” says Breaux.
When asked to name her favorite feature, Breaux immediately pointed to inventory reporting. Built-in vendor integration allows users to check inventory availability and order status before placing orders, helping the company avoid costly delays. “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 says.
Inventory search tools also enable staff to locate items quickly by department, category, vendor, or description. Real-time SKU cost tracking further ensures products are priced at desired profit margins, preventing losses caused by outdated cost data.
Enhanced customer satisfaction
Since adopting RB Software, Blackthorne has seen measurable improvements in efficiency and customer satisfaction. Automated scheduling, end-of-day reporting, and seasonal inventory adjustments have streamlined internal workflows and reduced administrative burdens. These efficiencies allow staff to focus more on customer needs and service quality.
“It’s not just a tool; it’s a partner in our business,” Breaux says. “From smooth onboarding to ongoing tech support, RB has empowered Blackthorne to operate more efficiently and confidently as we continue to grow.”
Find out how RB’s software can improve your scheduling, inventory and customer experience—view our virtual demos on demand or schedule a no-obligation demo.
