How Starling Marine Plugged a Major Profit Leak with IDS Pay

Running a tight ship means that sometimes things can fall through the cracks. When David and Bryan Starling, co-owners of Starling Marine, realized they were potentially losing money on credit card transactions, they knew they needed a solution.

We spoke with Dana about how they identified this major profit leak and plugged it using IDS Pay, our integrated payments tool designed specifically for dealership payment workflows.

Starling Marine: A Family Approach to Customer Care

Starling Marine, a family-owned dealership in Morehead City, NC, has been serving boat owners since 2008. Founded by brothers David and Bryan during the economic downturn, the dealership was built on a single principle: treating everyone like family. Honesty, care, and respect guide every interaction, from sales to service, with hands-on training and personalized support helping every customer feel confident on the water and part of the Starling family.

Identifying a Major Profit Leak

When David and Bryan noticed lost revenue on credit card transactions, they turned to IDS Pay to plug the gap and streamline payments.

DS: One thing that really sparked the conversation between us and IDS was noticing receipts around town. On every receipt, there was a charge if paying by credit card versus cash. We realized we were potentially losing a lot of money on credit card transactions, especially with large payments like boat deposits or service bills.

We started thinking it might be worth looking into, but we weren’t sure where to even start. Then, David was speaking with a representative from IDS on another issue, and IDS Pay came up. It was an integrated system that would capture credit card fees, present them to the customer, and process it directly within the transaction, essentially offering a discount for paying by cash.

That sounded far more feasible than trying to figure it out ourselves, so we decided to give it a try.

The rollout has been very smooth. Training was easy, and the team picked it up quickly. Overall, it’s been a great experience, and I’ve really enjoyed using the system.

One System, One Seamless Transaction Flow

With IDS Pay, all payment processes and support are handled within a single system, saving time and eliminating confusion.

DS: When issues arise and we call support, it’s all tied together, which is really comforting. Before, with the non-integrated system, it felt like I was dealing with two separate worlds. I’d explain something about IDS, then quickly remember that the other team didn’t handle that. They were only dealing with the credit card side. It made things trickier.

Now, knowing everything is within the same organization not only saves time but also gives peace of mind.

Safer, Smarter Payment Processing

IDS Pay’s integrated system helps prevent chargebacks and protects sensitive transaction data, giving dealerships peace of mind.

DS: We haven’t seen any of the chargebacks or other issues we used to experience with our old system. I’d like to think that’s due to the IDS Pay system – it catches things earlier or offers better security with the additional information collected from credit card sales.

Faster Checkouts, Happier Customers

No more rekeying balances or stapling receipts. With IDS Pay, card payments are processed directly within your DMS payments screen.

DS: I feel like the speed of the checkout screen has really helped. Before, connecting out to the system took a little longer, enough that it could be awkward when processing credit cards over the phone with a customer. That pause made it harder to keep the interaction smooth. The faster screen response now makes the process quicker and improves the overall customer experience.

Supported By a Team of RV Dealership Experts

IDS Pay comes backed by a responsive, knowledgeable support team that ensures dealerships get answers quickly and efficiently.

DS: Someone came in just last week and told me their software company, which they’d been using for over 20 years, is going out of business. They were searching for new software companies.

Long story short, they came in, and I was going over some of the IDS stuff with them, explaining. Of course, the one thing they asked was: what is the most positive thing you can take away from being a member of IDS or using this software? And that’s exactly what I said: the support.

I said it’s a fairly user-friendly, easy program once you take the time to learn it. But what really sets it apart from all the other systems I’ve used is the support system. Whether it’s accounting, parts, or software, everybody I’ve spoken to has been so friendly, nice, and quick to answer my questions. I’m very, very thankful for the support of IDS.