How Overtime Hockey Skated Through a Platform Migration and Came Out Ahead

Kalyn New

3 minute read

Last updated: April 23, 2026

Key Result #1

A smoother mobile booking experience.

Key Result #2

Year-over-year Q1 sales growth with no additional headcount.

Key Result #3

All-in-one reporting replaced manual, multi-system workflows.

When Michelle Gleason and her husband Randy opened Overtime Hockey nearly four years ago, their mission was simple: to make hockey fun. In a sport often defined by competition and intensity, Overtime carved out a unique niche as a recreational lane experience for families, teams, and multigenerational groups who just want to connect with the game they love.

Michelle says, "There's nowhere in hockey you can do that right now. Nowhere else."

To run their small but growing business, Overtime relied on BookNow for booking and operations management. When ROLLER acquired BookNow and began transitioning customers to its platform, Michelle approached the move with realistic expectations and a healthy dose of caution.

The migration experience

Despite the tight timeline and holiday-season pressures, the transition was smoother than expected, thanks to hands-on support from both the BookNow and ROLLER teams.

Michelle is quick to credit the BookNow team for how they handled the handoff:

"They met us where we were. It wasn't about us needing to go to where they were."

Michelle Gleason

Owner, Overtime Hockey Lanes

That same standard of care carried through to the ROLLER onboarding, where implementation manager Caroline Will helped rebuild context and get Overtime fully up to speed.

"Once we got over the fact that we were doing this during Christmas — I'd say the only thing that impacted us was momentum on holidays. And that’s something you're going to encounter anywhere."

Overtime went live with ROLLER in the last week of January.

Results: eight weeks in

Within just eight weeks of going live, Overtime Hockey was already seeing measurable impact across three key areas:

A smoother booking experience

The biggest immediate win was on the customer side. With roughly 80% of Overtime's traffic coming through mobile devices, having a seamless booking experience on mobile was critical. ROLLER's mobile-optimized booking flow delivered exactly that — and customers noticed.

Customers who had previously used BookNow's online booking noticed the difference and responded positively to the change.

"The customer experience is so straightforward. Customers had been waiting to book in-venue but I told them it was easy to book from their phones now that we’re using ROLLER, and before they left, they were already booking their team event."

Michelle Gleason

Owner, Overtime Hockey Lanes

Year-over-year Q1 sales growth

Despite the mid-migration period, Overtime saw a year-over-year increase in Q1 sales. More importantly for a two-person team, that growth didn't come with a proportional increase in operational load.

"I don't need to hire someone right now to handle the increase in business and backend management. I just need to focus on the business."

Michelle Gleason

Owner, Overtime Hockey Lanes

Smarter tools for guest experience and reporting

Overtime recently activated ROLLER's Guest Experience Score, and Michelle received her first daily summary the morning of the interview: a perfect 5/5 across all three guests that day. She immediately saw its value as a daily accountability check..

"On your bad days, you'll still have to make it a good day for your customers. It's going to drive success."

Beyond the score, Michelle highlighted ROLLER's all-in-one reporting and data visibility. She no longer has to toggle between systems or manually build ad hoc reports.

"At a moment's notice, I'm getting data pulled together for me… from the guest experience to our financials, it's just all in one."

Looking ahead

Michelle sees ROLLER as more than an upgrade from BookNow, she sees it as a growth platform. With the next 12–24 months ahead of her, she's focused on shifting Overtime from operational mode into a growth phase.

"ROLLER can help us grow. There are features that I have yet to even tap into, that's how powerful it is. So that's something I'm very excited about."

Michelle Gleason

Owner, Overtime Hockey Lanes

Advice for BookNow customers considering the switch

For other BookNow customers sitting on the fence, Michelle's message is direct:

"Go for it. ROLLER will drastically improve your guest experience. I can’t say enough about the support team, the AI supported help section, and the support I’ve gotten from the BookNow and ROLLER team during this transition.”

Michelle Gleason

Owner, Overtime Hockey Lanes