Pacific Boating

Pacific Boating offers members a luxury “walk on, walk off” boating lifestyle without the costs and hassle of boat ownership.

As the business grew to operate a fleet and manage hundreds of members, the founder noted the increasing difficulty of managing all relationships, bookings, suppliers, staff and communications manually. “If we weren’t running Act! … we wouldn’t be able to manage a database as extensive as ours.” — Phillip Pitt, Managing Director.

Keeping up with every call, email, SMS and task across more than 20,000 records presented both operational risk and potential revenue leakage.

Pacific Boating evaluated its internal workflows around member communication, task tracking, and debt recovery. Knowing that every key touch-point (lead, member, supplier, staff) needed to be captured accurately, they selected a CRM system that would centralise all interactions and make task-management clear and consistent.

The implementation included logging all communications (calls, emails, SMS), assigning staff tasks and follow-ups, and ensuring the system was intuitive enough for the team to use without heavy training. This enabled a lean operation focused on service rather than admin overhead.

The business deployed the CRM (Act!) to record every relationship with existing and prospective members, suppliers and staff. It comfortably handled over 20,000 records.

All communications with each contact are logged in full, so that when required the business can reference the conversation history (for example, to resolve fee disputes or trace follow-ups). Task scheduling within the CRM ensures commitments to members are fulfilled.

With the CRM in place, Pacific Boating now has a clear picture of each member relationship and internal task load. The business reports that the system supports its high-level of customer service and enables better tracking of outstanding tasks and fees.

Having every communication recorded means that debt recovery is more reliable (“…we can keep bad debts under control”).

For a growing services business operating a membership-based offering, the solution delivered a cost-effective but powerful CRM that aligned with their growth strategy.