Clip ‘N Climb is a part of the indoor climbing sector. Auckland had some small traditional wall type indoor climbing centres, but there was none in the North Shore before us. We are different from our competitors in that we offer an extra safe system called Trueblue auto belay system. In busy periods, we have around 1000 customers/climbers per week.
My children used to go to Clip ‘N Climb, but it was a smaller park in the South. It was such a great experience. We always wanted to know why there wasn’t one in the North Shore. We contacted the owner of Clip ‘N Climb International, and he said we needed a building at least 8.5m high but preferably 9m. This is very difficult to find which is why there weren’t more locations. Suddenly we found a new building with the right height at the right time. It was fate!
We then met with the owner of the building and with little negotiating we signed a contract. We built the Clip ‘N Climb in one and a half months and were working with ROLLER the entire time before the building was complete. The onboarding success team developed the majority of the system for us but also gave us enough freedom to learn how to use it at the same time.
We looked at every other system and website on the market, but we decided on ROLLER as Chris (Head of ROLLER sales) was instrumental in building our system. We not only created the ticketing system but a custom website as well. We looked at every other Clip ‘N Climb website before deciding on ROLLER. We had a really strong idea of what we wanted to look and feel like and the major functionality required. There are 79 of them globally, so we needed to ensure we looked like Clip ‘N Climb but also differentiate our location. We tweaked and worked through a variety of details to ensure our site fulfilled our needs. Ash (ROLLER Web Dev) in Melbourne was so patient with us as we worked through every step of the website build together! It was a great learning experience.
We sell both tickets on the website and at the door. We make sure the system works for us. I love that I can close tickets and modify the systems to work for our needs. Little things such as closing off tickets, extending periods and the legal obligation of 40 climbers per session makes it really important for us to be able to make these small changes on the fly.
It is important our website reflects our current capacity in real time. We work with autistic children, and they prefer times when the venue will be quieter. Using the ROLLER system, the Autism Foundation can look at our sessions and pick dates and times that are expected to be quieter. ROLLER makes that easy.
We find the ROLLER system easy to use and I love managing the website. We have had the Paralympics team come in and use our park! It’s rewarding making our venue run smoothly to offer value to everyone who wants to build up their confidence by climbing. We enjoy having the opportunity to give back to the community.
Although the onboarding team made the basic tickets, we have been able to add private bookings, private sessions, birthday parties. I was anxious about making mistakes, but it was simple for me to replicate and make a new style of tickets to customise what I need. The customer success team were also there to let me know if I had made the changes correctly. Knowing the support team is there is the help, gave me a greater confidence as well!
We once had a school group who wanted to rent out the entire venue for an afternoon with catering, and normal passes can’t accommodate this type of event during normal operating hours, so I needed to delete all regular passes and create new ones. It was hard to do, and I was able to get more in depth with the ROLLER system.
Mia helped create the new areas, and it has been six months with ROLLER. This now means schools can book classes, catering or both all online for the entire venue! The schools are really happy as they no longer have to handle money and it is given directly to us!
I’m still learning new things about the system and increasing our ability to use as much of it as possible.
Another aspect we enjoy is the digital waiver capabilities. In New Zealand we are not legally required to sign a waiver but because we have it available we customised the service and added it to our system.
In a way, we are educating our customers, making them more aware of safety, as it brings their attention to the fact climbing can be high and can be dangerous.
They then tend to pay more attention at the safety meetings due to signing a waiver!
ROLLER inspired us to use it even though we don’t have to! Our lawyer has even said it’s a great implementation to have in place.
Compared to the older Clip ‘N Climb’s our customer service, safety and hands-on staff make us stand out. We are the new kids on the block as the other location has been around about ten years. Although we have a bigger facility and we’re really happy with ROLLER and how everything has worked out.