Rachael Pritz, Vice President, RB Retail & Service Solutions
AQUA: RB RETAIL & SERVICE SOLUTIONS RECENTLY LAUNCHED A COMPREHENSIVE MARKETING SERVICES PROGRAM FOR DEALERS. WHAT NEED WERE YOU SEEING IN THE MARKET, AND HOW DOES THIS EXPAND YOUR ROLE BEYOND SOFTWARE?
Rachael Pritz, RB Retail & Service Solutions: As we’ve grown alongside our dealers, it became increasingly clear that having the right software alone wasn’t enough to drive success. Many of our customers were asking, “We have the tools — but how do we actually bring in more business and stand out in our local markets?” There was a real gap between operational capability and consistent, effective marketing execution.
We were seeing dealers struggle with things like maintaining a strong online presence, managing campaigns, and finding the time or expertise to market themselves strategically. That’s the need that really stood out — practical, done-for-you or guided marketing support that’s tailored specifically to their industry.
Launching our marketing services program is a natural extension of our role. We’ve always been focused on helping our customers grow, not just running their businesses more efficiently. This expands us beyond being a software provider into a more holistic partner — one that supports both the operational and revenue- generation sides of the business. It’s about helping our dealers not only manage their business better but also win more business in the first place.
AQUA: YOU’VE ALSO INTRODUCED NEW INTEGRATIONS LIKE DOCUSIGN WITHIN THE PLATFORM. HOW DO TOOLS LIKE THIS IMPACT DAY-TO-DAY EXPERIENCE FOR RETAILERS AND SERVICE TEAMS?
RP: From our perspective, every integration we introduce must pass a simple test: Does it make our customers’ day easier and help them move faster? DocuSign is a great example of that in action.
Before, many dealers were still relying on printed documents, manual signatures, scanning, or back- and-forth emails to finalize agreements. That slows everything down, especially in service environments where speed and customer convenience really matter. By bringing DocuSign directly into the platform, we’re removing those friction points entirely.
Now, teams can generate documents, send them for signature, and get them completed — all without leaving the system. For the service side, that means faster approvals, quicker job turnarounds, and a more professional, seamless customer experience. For retail, it helps to close deals faster and keeps everything organized and traceable.
It also reduces errors and paperwork, which is a big deal. When everything is digital and integrated, there’s less risk of lost documents or missed steps, and more visibility across the team.
At the end of the day, tools like this aren’t just “nice to have” — they fundamentally streamline workflows. It’s about giving our customers back time, helping them operate more efficiently, and making every interaction with their customers smoother and more modern.
AQUA: RB HAS LONG FOCUSED ON CONNECTING RETAIL, SERVICE AND OPERATIONS IN ONE SYSTEM. WHY IS THAT LEVEL OF INTEGRATION BECOMING MORE CRITICAL FOR POOL AND SPA BUSINESSES TODAY?
RP: What we’re seeing in the pool and spa industry is that businesses can no longer afford to operate in silos. The customer doesn’t think in terms of “retail,” “service,” or “back office” — they just see one brand, one experience. If those pieces aren’t connected internally, it shows up externally in the form of delays, miscommunication, or inconsistent service.
That’s why having retail, service, and operations fully integrated in one system is becoming so critical. When everything is connected, information flows seamlessly — whether it’s a customer’s purchase history, their service schedule, water test results, or billing details. That gives teams full visibility and allows them to make better, faster decisions.
For example, a retail associate can see that a customer has a service visit scheduled, or a service tech can access purchase history before arriving onsite. That kind of context leads to better conversations, more personalized service, and ultimately stronger customer relationships.
It’s also about efficiency. Disconnected systems create duplicate work, manual entry, and more opportunities for error. Integration eliminates a lot of that friction, which is especially important right now as businesses deal with labor challenges and increasing customer expectations.
At the end of the day, our goal has always been to help businesses run smarter and deliver a better customer experience. As the industry becomes more competitive and more digitally driven, that level of integration isn’t just a differentiator anymore — it’s becoming a necessity.
AQUA: RETAILERS HEAR A LOT ABOUT BEING "DATA-DRIVEN." WHAT DOES THAT ACTUALLY LOOK LIKE IN PRACTICE FOR A POOL AND SPA BUSINESS?
RP: That’s a phrase that gets used a lot, and I think sometimes it can feel a little abstract. For a pool and spa business, being “data-driven” isn’t about dashboards for the sake of dashboards — it’s about using the information you already have to make better, more confident decisions every day.
In practice, it starts with visibility. Knowing what’s actually happening in your business in real time — what’s selling, which customers are coming back, where your service team is spending time, and where you might be losing opportunities.
For example, on the retail side, it can be as simple as understanding your top-performing products by season, or identifying customers who haven’t been in recently and reaching out with the right promotion. On the service side, it’s looking at route efficiency, technician productivity, and identifying gaps in your schedule that could be filled.
It also means connecting the dots across the business. Maybe a customer is buying chemicals frequently but isn’t on a service plan — that’s an opportunity. Or maybe certain products are consistently tied to higher-margin jobs — that’s something you can lean into.
The key is turning that data into action. Not just reports, but prompts and insights that help you and your team know what to do next — who to call, what to stock, where to focus.
At the end of the day, being data-driven is really about running your business with intention instead of intuition alone. It gives you clarity, helps you spot trends earlier, and ultimately puts you in a position to grow more predictably.
AQUA: LOOKING AHEAD, WHAT CAN INDUSTRY PROFESSIONALS EXPECT FROM RB RETAIL & SERVICE SOLUTIONS IN THE NEXT FEW YEARS?
RP: Looking ahead, I think what industry professionals can expect from RB is a continued evolution from being a software provider into a true growth partner for their business.
At our core, we’re still deeply committed to delivering the most robust, industry-specific platform — but that platform is going to keep getting smarter, more connected, and more accessible. You’ll continue to see investment in cloud-based technology, mobile capabilities, and real-time data access so owners and teams can run their business from anywhere with complete visibility.
A big focus for us is expanding integrations. The pool and spa business is complex — it touches vendors, water testing, e-commerce, marketing, payments — and we want RB to be the hub that connects all of it seamlessly.
You’ll also see us doubling down on helping dealers drive revenue, not just manage operations. That includes things like marketing services, smarter customer insights, and tools that help identify opportunities — whether that’s improving inventory decisions, increasing service efficiency, or creating more targeted customer engagement.
Another important piece is our role within the industry itself. Through partnerships like our work with the Pool & Hot Tub Alliance, we’re focused on staying closely connected to what dealers need and helping elevate best practices across the industry.
At the end of the day, everything we’re building toward is about simplicity and growth. The industry isn’t getting less complex — but our goal is to make running your business feel more manageable, more connected, and ultimately more profitable.
