Harbor Cove Marina
HOW MOLO ENHANCED HARBOUR COVE MARINA’S CUSTOMER EXPERIENCE
Located on Rockhold Creek in Deale, Maryland, Harbour Cove Marina is the main full service Marina to the Washington Metro Area. Marina Manager Peter Mueller runs a tight ship, and he must rely on technology to execute time-consuming tasks. We spoke to Peter about how Molo has significantly helped Harbour Cove Marina streamline business processes and enhance its customer experience.
PROBLEM: OVERWHELMED BY OUTDATED TECHNOLOGY
Before Molo, Harbour Cove Marina was at the mercy of an outdated system. The technology wasn’t robust, and as a result, it took Peter a long time to execute basic tasks, like leases.
“We’d have to manually send a lease to a customer through email, and then they’d have to print it out, sign it, scan it, and send it back. It was incredibly cumbersome to deal with,” Peter said.
The challenges of the system caused other issues, such as significant delays in receiving payments. With their old system, customers couldn’t make payments online, and often had to call in by phone or mail a check. For Peter, this meant many hours spent contacting customers during 9-5 business hours, which took him away from other crucial activities.
Those in the marina industry know that time is valuable, and the old system Peter and the team at Harbour Cove Marina were using ultimately slowed them down.
SOLUTION: FLEXIBLE SERVICE MANAGEMENT
When evaluating different vendors, Harbour Cove Marina chose Molo because it eliminated piles of paperwork. Molo’s all-in-one system streamlined many crucial administrative tasks, making it easier for Peter to keep track of different customers. Again, Peter spoke to the importance of managing leases:
“With Molo, we can now send leases electronically to customers, and they can e-sign it and send it back to us within seconds. It saves us a lot of time and hassle. Rather than deal with a file drawer and a ton of paperwork, all of our leases are saved in the Molo system.”
In addition, the payment process has been simplified. Peter described the difference:
“We can easily collect money now because it’s all electronic, and customers can send payments after hours without much effort. This makes the whole payment process more manageable, since I’m not chasing anyone down. All of this is done through Molo.”
