Nextiva Has Never Let Me Down.

The Challenge

Arlette Belver’s path to Aqua-Tots started as a parent, not an owner. A family water-safety scare led her to the pool as a customer before she ever thought about running the business. What began as one location has grown to six: five in San Antonio, one in Orlando, with more expansion planned.

Growth like that creates a real operational problem: how do you deliver the same family-like care and safety standard at every location, when the same front-desk team is answering phones, enrolling new families, and greeting the families already standing in front of them, all at once? Arlette and Angel Rosiles, who oversees the group’s locations, held it together with personal relationships, delegated decision-making, franchise guidelines, and constant communication between managers. But front-desk staff were stretched thin, and lead conversion sat at the franchise’s benchmark of roughly 20%, well below where they wanted it.

AN ENGINEER’S APPROACH TO BUSINESS

“I’m passionate about systems and standardization. My background in engineering gave me a heart for that. Nextiva has given me the resources and systems my business needs to match it.”

Arlette Belver, Franchise Owner @ Aqua-Tots Swim Schools

The Solution

Aqua-Tots built the Nextiva Contact Center, NCC for short, a small, centralized team standardizing how new families get sold and supported across every location. Instead of each front desk juggling phones and walk-ins at the same time, calls route through the NCC, a dedicated team trained specifically on new-family conversations, with coverage that extends beyond school hours (the group’s lesson schedule runs primarily in the afternoon, around kids’ school days, with morning classes added only where local demand supports it).

That frees front-desk staff at each location to give their full attention to the families already there. Angel and Arlette also piloted XBert, Nextiva’s AI receptionist, at one location, testing natural-language, after-hours support to explore what true 24/7 family coverage could look like without requiring staff to answer calls around the clock.

The Results

Arlette and Angel say Nextiva has made a real difference since standing up the NCC: centralized lead management, support specialized specifically for new families, real coverage outside normal operating hours, and front-desk teams who can finally give walk-in families their full attention instead of splitting focus with the phone. The current push is lead conversion. Aqua-Tots is using the NCC to help move conversion from the roughly 20% franchise benchmark toward a 30% target across its locations. The XBert pilot is still early, but it’s the next step toward covering every family’s call, any hour, without adding headcount.

So instead of swimming in missed calls and opportunities, Arlette and Angel are riding the wave of growth and momentum. Today, Aqua-tots is making a splash…and we’re proud to be diving in alongside them.

NO OUTAGES, EVER

“Nextiva has no outages. I cannot think of a single outage this entire year where we were down and couldn’t answer phone calls. On a day-to-day basis, there’s really no issues. It runs in the background. That’s what a business can benefit from: a software provider that’s truly just in the background and lets you focus on running your business.”

JAngel Rosiles, Regional Manager @ Aqua-Tots Swim Schools