Velocity Trampoline Park Group is an operator of six venues in the UK, with their two trampoline parks located at Wigan and Widnes, being some of the first to open in Europe.
As a pioneer in the industry, Velocity was an early adopter of ROLLER and achieved strong growth operationally over several years.
Despite their success, Velocity wanted to ensure they were continuing to explore ways to improve their guest experience. They decided to try an alternative booking platform that leveraged Salesforce’s brand to support a promise of more advanced functionality and a better customer experience.
Soon after Velocity progressed with trialing the alternative booking software, they started to experience many operational problems. They received concerning feedback from its other customers about failures within the new system. After they investigated it further, it was clear that the quality of their guests' booking experience was negatively impacted, leading to reduced attendance and, ultimately, lost revenue.
Different software, different guest experience
Given the magnitude of the problems caused by the alternative system, Velocity promptly doubled down on its previous partnership with ROLLER, expanding its use of available functionality and further optimizing its booking process. Recently, we spoke with Cheryl Cosgrove, Managing Director of Velocity Group, about the experience and why she decided to re-sign with ROLLER.
Concerning the alternate booking system Velocity trialed, Cheryl commented;
“We found that the customers' online booking journey was negatively impacted, it’s very long-winded, there were more clicks to get to the payment page, and aesthetically it is not as nice looking or as well branded as ROLLER."
Velocity discovered firsthand how differences in the quality and performance of its booking software could have a material impact on the guest experience and the business’s financial performance.
"We had some issues where customers would get to the payment page, and then depending on what device they were using, sometimes the booking would just disappear, resulting in a phone call. Overall, this resulted in a loss of revenue for the businesses and impacted the experience we try to provide for our guests."
Velocity’s staff also expressed concern regarding the trial, as it was visually apparent that operationally, the change in software systems was detracting from their guests’ onsite experience.
"We found that if a customer did a waiver on the waiver station, it would not automatically upload into the till, meaning that queue times increased, and the guests’ experience was impacted.”
By contrast, Cheryl noted;
"I would say that the ROLLER system is idiot-proof and easy to use, and setting up products is quite easy from a staff point of view. This, along with the faster check-in process, is why our onsite team preferred ROLLER.”
ROLLER’s modern and intuitive booking system
ROLLER is the all-in-one venue management platform tailored for today's thriving attractions. Our goal is to streamline the guest experience at every touchpoint. ROLLER helps operators save time, boost revenue, and ensure exceptional guest satisfaction.
With ROLLER's online checkout, selling tickets online has never been simpler. Your venue can effortlessly sell tickets online, just like you do in person.
What's more, ROLLER's cutting-edge checkout enhancement, Progressive Checkouts, comes with modern, user-friendly features, like live sidebar cart totals, designed to elevate conversion rates and provide delightful user interactions.
Our contextual add-on options and captivating visuals will captivate your guests, encouraging them to spend more at your venue, leading to increased conversion rates and per-guest spending.
ROLLER Payments: the modern payments processor for the attractions industry
The ROLLER platform seamlessly integrates with our in-house payment processing solution, ROLLER Payments, simplifying selling your products online and in person.
ROLLER Payments is a robust and feature-rich payment processor known for its impressive 94.5% authorization rate, thanks to its smart dunning capabilities and other advanced functionalities.
Further, ROLLER Payments supports 38 payment methods, including digital wallets and Buy Now, Pay Later options. Offering a wide range of payment options ensures your guests can always pay using their preferred method — leading to increased conversions and decreased cart abandonment. Additionally, ROLLER Payments offers the convenience of integrated refunds and comprehensive fraud protection measures, enhancing your guests' confidence when making purchases with your business.
ROLLER’s digital waivers increase convenience and reduce liability risk
Using ROLLER's electronic waivers, guests can efficiently complete their waivers before visiting your venue. This functionality ensures a seamless arrival experience, allowing them to dive into the fun without unnecessary delays or hassles.
In addition to reducing your liability risk, electronic waivers allow you to gather valuable guest information. You can then use this data for various purposes, such as creating customized marketing campaigns tailored to your guests' preferences.
Seamless transition and a bright future ahead!
After running the alternative solution for around two months, Velocity decided to switch back all their venues to ROLLER and migrate their three soft play venues to ROLLER. They cited the performance difference in the overall guest experience as the critical factor;
"ROLLER is definitely the best option for our business, with a far superior guest experience, which we now can appreciate. The transition back was seamless.”
Since re-signing, Velocity and ROLLER have come together to tighten their relationship and break new ground in enhancing Velocity’s guest experience further.
“In the past, we have not taken advantage of all the functionality ROLLER offers, so we are now looking forward to making the most of the capabilities at our disposal. We are particularly excited about adopting more of their new innovations, like the self-service kiosks and marketing automation capabilities."
ROLLER’s self-service kiosk software improves the guest experience and streamlines operations
Ordering from self-serve kiosks (SSKs) has been shown to generate up to 30% higher value orders than in-person. The reason for this is that it can be easier and faster for guests to purchase via SSKs. ROLLER’s SSK systems also allow operators to include add-ons to their SSKs, so they can more seamlessly upsell without guests feeling pressured to purchase these add-ons as they might over-the-counter.
Finally, ROLLER’s SSK software speeds up the waiver process. It resolves bottlenecks at the counter by allowing guests to skip the queues, buy tickets, and sign waivers all together and all by themselves at the SSK. Plus, you can establish specialized language waiver kiosks to assist non-native speakers during check-in.
Read this next: 5 Benefits of Self-Serve Kiosks You Never Knew!
Read this next: Jump In Makes Improvements Through Self-Serve Kiosks
ROLLER’s CRM experience software helps you better understand your guests
Our CRM experience system gathers guest data to help operators better understand their guests, enabling them to provide an improved guest experience.
Whether it's online sales, over-the-counter ticket purchases, or the operation of your retail and food establishments — these are all streamlined within the ROLLER platform. So, you always get a clear, unified view of your guests and their preferences, purchases, and buying patterns.
Our systems also help you build custom segmentation rules, allowing you to categorize your guests according to their spending habits, visit frequency, product acquisitions, and other data indicators. Armed with these tools and insights, you can craft marketing campaigns that are both more efficient and tailored to individual guest preferences.
To see how ROLLER can help your venue, book a free demo today.
