Since 1983, Bertrand’s Music has been more than a musical instrument rental company, it’s been a trusted partner in music education across Southern California. Founded by retired music educator John Bertrand, Sr., the company has grown to eight locations and serves a wide range of school music programs and first-time players.
While the business has scaled, Bertrand’s commitment to personalized service has never wavered. But as the company expanded, a new challenge emerged: how to maintain that personal touch at scale—especially during those critical early moments in a renter’s journey.
The Challenge: Scaling Personalized Player Support
For Bertrand’s, each rental isn’t just a transaction, it’s a chance to spark a lifelong love of music. With more first-time players (especially young students) picking up instruments, the team saw a unique opportunity to build stronger relationships from day one.
But delivering that kind of tailored experience at scale proved difficult. Bertrand’s faced:
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Siloed systems with limited visibility into the renter journey
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Difficulty providing timely, consistent education on instrument care
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A need to protect both the customer experience and the longevity of the instruments
What Bertrand’s needed was more than a messaging tool—they needed a strategic technology partner who could help bring their high-touch approach to life across thousands of unique musical journeys.
The Solution: Product Ownership AI That Plays in Harmony
Bertrand’s turned to BluStream’s Product Ownership AI to revolutionize how it engaged with its renters, without losing the personal connection that defined the brand.
Working closely with BluStream, the team rolled out AI-powered messaging that:
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Educated renters (and their parents) on proper maintenance and care
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Guided players through setup and usage
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Offered timely, personalized recommendations for accessories
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Responded dynamically based on behavior and product usage patterns
From the moment a student took an instrument home to key milestones throughout the rental period, renters received helpful, relevant messages designed to support success and prevent drop-off.
“We saw an immediate return on investment with Blustream, and expect a 3-4x return this year. The power of Blustream’s Product Ownership AI was felt within three months, with both significant increases in revenue and increased satisfaction from our renters.”
The Results: Churn Down, Revenue Up
In just one semester, Bertrand’s Music experienced a remarkable uplift in both performance and customer satisfaction. The team achieved a 5% reduction in rental returns and generated over $75,000 in revenue from the retained renters. Personalized accessory recommendations saw a 48% conversion rate, with 93% customer retention after three months and an 86% click-through rate on cross-sell messaging. Just as important, parents, students, and educators reported feeling more supported, informed, and valued throughout the rental experience.
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