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What Is ROLLER?
With customers in over 28 countries, ROLLER is the cloud-based venue management platform for the modern attraction, purpose built to remove friction from the guest experience at every touchpoint. Their all-in-one platform simplifies its customers' business processes, improving efficiency and maximizing revenue. ROLLER’s modern solution includes: Online Checkout & Ticketing, Point-of-Sale, Integrated Payments, Memberships, Gift Cards, Waivers, Cashless Wallets, and more!
Who Uses ROLLER?
ROLLER offers software for attractions & leisure venues like family entertainment centers (FEC), trampoline parks, amusement and theme parks, water parks, museums, zoos, playcenters, and more.
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Reviews of ROLLER
ROLLER is the One-Stop-Shop For Ticketing and Event Management
Comments: If you're reading this, you're on your 2nd or 3rd attempt to find a ticket management system. We tried many, many solutions over the years and nothing compares to Roller. You'll find that as you implement, features you thought you wouldn't use become easy additions. The scheduling and time-based ticketing is powerful and will meet your needs. The online checkout, which is very mobile friendly, is a great experience for guests. Yes, Roller will cost you a monthly service fee in a world where most ticket vendors make their money on CC processing fees, but it's worth it. It's a premium system that will elevate your venue. I've implemented it twice now for clients (One Theatre and One Theme Park) and it performed flawlessly.
Pros:
Roller is the complete package, the total and real deal. It's easy to use, and has everything you need to run a small ticketed event (Roller Lite) all the way up to a complete Theme Park (Roller Pro).
Cons:
There is currently an ability to securely store credit cards for membership, but not for regular guest tickets. It would be helpful for our business as we frequently upgrade tickets and need to collect payment often over the phone. The Android app for checkin isn't the best and we opted to use Microsoft Surface devices instead. The UI is amazing, but it cannot be viewed on mobile devices and doesn't allow you to print a booking screen without first exporting it to PDF.
Fantastic product all Rolled into one.
Comments: Overall I'm very happy with Roller as its allowed us to have complete control all in one package, where as previously we used multiple products.
Pros:
The main thing that sold Roller to me was the ability to sell multiple sessions and still have the sessions in the "break time" up for sale, this opened our available sessions and instantly made a difference to our capacity. The fact Roller is the POS, online booking and payment solution all rolled into one, where previously we used multiple different softwares to achieve. The money I saved in transactions from using Stripe off set the monthly cost of Roller which came with additional benefits.
Cons:
At present roller can't send the gender API to our timing software which means our categorised leaderboards don't work correctly without manually having to change every customers profile. "Please Fix!"
ROLLER Software Response
last month
Jay, thanks so much for taking the time to leave your detailed review. We're delighted to hear that the ability to sell multiple sessions, the integration of POS, online booking, and payment solutions, and the cost savings from using Stripe have significantly improved your business operations and capacity. I'm happy to let you know that the feature you mentioned around the gender API is set to be released in August, so thank you for letting us know what features are most important to you!
Inexpensive but hare to use.
Comments: It has been a mostly negative experience for myself, my team, and many of my customers.
Pros:
The cost is the reason we are still with roller.
Cons:
You probably won't want to use my review. I find roller much more difficult to use that other software we have used. The price point is the only reason we are still using roller. Because it is less expensive than other platforms we deal with the difficulties it presents. I think it is confusing for our customers. The reporting causes us much grief. We have not been able to find good customer support. I think the time difference makes it a little hard. People are nice once we get a hold of someone. The new progressive checkout is causing us lots of stress. It just doesn't work with how we have been doing things. We still aren't sure how we will make it work and I think it will cost us some customers because it is hard on the check out side. We get so many calls from customers that we have to help through buying the tickets. I don't always feel sorry for my employees that are using it all the time. The feel frustrated a lot. I'm sorry this is so negative. However, I own a business and I appreciate honest feedback from customers. I am letting you know this as if you changed a few things I think your system would be much better. I know that's easier said than done.
ROLLER Software Response
last month
Heather, thank you for taking the time to share your detailed feedback. We genuinely appreciate your honesty and understand the importance of listening to our customers to improve our services. We're sorry to hear about the difficulties you've experienced with ROLLER. Your feedback is invaluable, and we'd like to address your concerns directly. Our Regional Support Lead will be in touch shortly, however if you don't manage to connect, please reach out to me directly (contact details shared privately). We are committed to improve your experience moving forward.
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Positive Experience
Comments: The experience has been positive so far. The system has met all of our interim needs.
Pros:
Simple user interface for venues Clear directions in help centre Frequent addition of new features Interface for venues not only end user
Cons:
Response times on some tickets have been lengthy Unable to text/email tickets sold at POS to a customer phone for scanning at a later date. We had to use physical ticket stock to combat this Fixed confirmation email template, inability to fully customise to a single event series or product Very limited function in check in app
ROLLER Software Response
last month
Jasna, thank you so much for taking the time to leave your detailed feedback. We're thrilled to hear you're enjoying the simple interface and clear directions in the help centre. For any urgent issues, please be sure to give us a call, available 24/7 for all customers, so we can help with any critical issues. US Phone +1 213 929 5385 UK Phone +44 20 3514 1011 AU Phone +61 3 8103 3032 Also, be sure to submit or vote on features in our public roadmap so we know what is most important to you: https://support.roller.software/hc/en-us/articles/360001227895-Submit-your-product-feedback
Good system but cold be a great system!
Comments: Loved it to start with, i could have worked for roller I was so enthused by the system however that energy and delighted is no longer there, unable to get to discuss real but small changes needed to elevate this system into something that is a one stop shop for smaller organisation. In Ireland there are abound 250 small attractions that need a one stop shop and I would not recommend Roller presently but am aware the right solution does not exist, you are close but not there.
Pros:
The key reason I chose roller was how easy it was to use from a staffing point of view, if our internal customers could not use or it took too much time then this was not the right system for us. Roller offered us potential a one stop shop, I had hoped we would have the last few fixes needed done by now.
Cons:
Not having a dedicated person to help and get results on important challenges we face with Roller. 1 year in you also need to offer up training on reports etc, online zoom type training session.
ROLLER Software Response
last month
Grainne, thank you for sharing your feedback and for your detailed review of ROLLER. We genuinely appreciate your insights and the time you've taken to provide them. We're thrilled to hear that the ease of use from a staffing point of view was a significant factor in choosing ROLLER. Our goal is to offer a seamless experience, ensuring that the system is intuitive and efficient. We apologize for the frustration you’ve experienced due to the lack of a dedicated support person and the need for additional training. Your feedback highlights critical areas where we can improve. We are currently working on expanding our support team to provide more personalized assistance and are developing comprehensive training resources.
