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27th November 2018

Urban Xtreme Drives ROI Through ROLLER

By Paul Robertson

Urban Xtreme is a fast-growing family owned adventure park located in Queensland, Australia. They offer a range of activities including indoor skiing, snowboarding, trampolining, ninja warrior and laser tag. Beginning with just one employee in 2016, the business now operates with over 70 staff. We spoke to Matthew Ginn (Center Manager) to discover the impact ROLLER has had on Urban Xtreme.

ROLLER has definitely helped us with the operations of the park and to improve the customer experience. We can get our customers through the door quickly which is really important to a business like ours. We can constantly manage the capacity of all of our products to ensure we’re not exceeding volume in a simple and efficient way”.

Prior to his time at Urban Xtreme, Ginn worked as a Manager at Supatramp, another ROLLER customer.

“In my previous role at Supatramp, we were using a Point of Sale (PoS) system that was struggling to do what we wanted. We just spent a large sum of money to integrate our PoS with an online ticketing platform. The next step for us was to sell birthday parties online as well. At this stage, we received another large quote and decided to look elsewhere. We eventually found ROLLER, which delivered features that we couldn’t get from any other product on the market.”

Out of the box offering

Many software implementation projects come with a large amount of risk. It is not uncommon for there to be large time or cost issues and for unexpected custom development to be necessary. With ROLLER, implementation was easy.

“ROLLER could do what we needed out of the box. It saved us a heap of money that we were going to spend on development for the previous system we were using, and we knew it was going to generate a lot of additional revenue for us from the get go”.

Reflecting on his initial experience, Ginn added;

“ROLLER provided a lot of support in the on-boarding stage to get us up and running. Once I had been through that, I was able to utilize the Knowledge Base and the support system ROLLER offers. An answer to any question is never far away. The training process and support level has always been top notch.”

ROLLER features

Ginn enjoys the complete and ever-growing feature set ROLLER brings to Urban Xtreme.

“A key feature we use is Custom Checkouts, enabling us to create checkouts that we can embed directly on our website. A lot of the other platforms in the industry won’t allow you to directly host the checkout flow on your webpage. The online check out experience allows us to include add-ons and provide an up-sell at every check out point.”

“We are also using ROLLER Mail, which allows us to produce targeted marketing campaigns. We can reach out to customers that haven’t been to the park in a while or provide our customers with additional information before they come. ROLLER’s automated workflows enable us to stay in contact with our customers on a regular basis which can improve the customer experience and help us increase our customer lifetime value.”

Digital gift cards

Perhaps the feature Ginn enjoys using the most is ROLLER’s online gift card system.

“The online gift card system provides us with an additional amount of revenue that surpasses the cost of ROLLER alone.”

“It is easy for our customers to purchase gift cards and the redemption process for us is simple”.

Operating with ROLLER

In a busy adventure park, being able to move staff into different roles at speed is critical. ROLLER’s all-in-one solution means staff can use the same software across the park and deliver a better customer experience.

“We are always trying to cross-train our staff, so they can be used across multiple areas in the park. With ROLLER, our staff can move from a reception role to a café role and have a seamless transition. For our staff to be instantly comfortable with the platform across multiple roles is very beneficial to us.”

Advice for other venues

In closing, we asked Ginn what he would say to someone considering ROLLER.

“ROLLER is definitely the leading vendor in the leisure and entertainment industry. They are constantly introducing new features to their already great feature set, which they deliver out of the box. The support from their team is unreal. I have no issues recommending ROLLER to any family entertainment business.“

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