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Key Result #1 Adventure Park increased their payment capabilities with ROLLER Payments to enhance the guest experience. |
Key Result #2 With ROLLER, Adventure Park has diversified their seasonal offerings to provide more inclusive guest experiences. |
Key Result #3 ROLLER’s intuitive Point of Sale (POS) solution simplified training for Adventure Park’s seasonal staff. |
The Challenge
Adventure Park, a family-owned hybrid theme park in Geelong, has evolved from a small bakery and trout farm into a beloved amusement destination. Today, the park is known for its blend of water and dry rides and offers an impressive variety of 21 attractions.
Over its 30-year history, Adventure Park has stayed true to its roots by reinvesting profits into the business. This has allowed Adventure Park to expand its offerings, including seasonal events like the Christmas Festival of Lights and the Winter Glow. These events have helped extend the park’s operating season from four to six months, appealing to a broader audience, including seniors and families.
Since 2019, we've expanded into more of an event space as well to diversify our business offerings.
Joel Shillinglaw
Guest Experience & Sales Manager
As Adventure Park’s guest experience and sales manager, Joel Shillinglaw, who has been with the park for seven years, manages the admissions and guest services processes. His role has expanded to include marketing responsibilities and overseeing the rollout of a new email marketing platform, which has been made easy with ROLLER’s integration partners. With Adventure Park experiencing such a dynamic period of change, Joel needed a platform to efficiently support its unique needs.
Adventure Park initially managed its operations using Centaman software and then transitioned to ROLLER for ticketing in 2014.
There was functionality that Centaman just couldn’t do, and we were outgrowing that solution. In 2014, we saw the growing capabilities of the ROLLER platform and decided to move our operations over.
Joel Shillinglaw
Guest Experience & Sales Manager
The Solution
Adventure Park adopted ROLLER to handle all its ticketing needs, providing a more cohesive experience for guests and a more manageable system for staff. Joel highlighted that ROLLER’s point-of-sale (POS) system is intuitive, which is essential for training its sizeable seasonal workforce of around 550 casual staff each summer. This ease of use has been a significant benefit, especially during the park's peak season, when quick onboarding is critical.
ROLLER’s POS system is the easiest system to use. We’re able to train our staff to use it very quickly because it’s very intuitive.
Joel Shillinglaw
Guest Experience & Sales Manager
The park also benefits from ROLLER's session passes, which allow flexible ticketing that aligns with its split water theme park and event offerings. This feature is particularly useful during the park’s busy periods, such as December, when multiple events run simultaneously.
The Results
Adventure Park saves time and money with integrated payments
Adventure Park faced challenges with previous payment providers, including a notorious outage with Tyro during their peak season in January 2021. This incident, which left the park unable to process card payments for nearly two weeks, underscored the need for a more reliable payment solution. The park switched to ROLLER Payments, which provided a smoother, more reliable payment experience. Joel praised the ease of setup and the seamless operation, noting how quickly the park could transition with minimal disruption.
After the Tyro outage that negatively impacted our business, we decided to move over to ROLLER Payments. I couldn’t believe how quickly I was able to integrate terminals with our POS. And now, we can accept even more payment options like Amex.
Joel Shillinglaw
Guest Experience & Sales Manager
Since moving to ROLLER Payments, the park has been able to handle more payment options and streamline refunds. Refunds can now be submitted directly from the system in minutes, improving the guest experience and simplifying administrative tasks.
Our admin team now has the ability to refund a guest that had purchased online from their desk. It was life-changing for us because of how easy it is now. It used to take us about twenty business days to process a refund.
Joel Shillinglaw
Guest Experience & Sales Manager
The team expands the Adventure Park season with special events supported by ROLLER
ROLLER enabled Adventure Park to expand its event offerings beyond the traditional summer season. During the winter months, the park added the Winter Glow event, which helped diversify its revenue streams. These events attract different demographics, including extended families and seniors, increasing inclusivity and accessibility.
Opening up for these additional events is something that leverages an existing product and infrastructure during a period of time when tourism in our area is at its lowest levels. It has been a great avenue for expanding our revenue streams beyond our typical season.
Joel Shillinglaw
Guest Experience & Sales Manager
In addition to special events, Adventure Park is continually expanding their existing revenue streams, with cabana rentals being one of them. The team noticed that guests are increasingly wanting to reserve their own space. So, with ROLLER, guests can book a cabana rental directly from the online checkout, making it a seamless, streamlined experience. Demand for cabana spaces continues to outstrip supply during peak periods, and the Adventure Park team is investing resources to expand and enhance their offering.
In summary, with ROLLER’s support, Adventure Park has achieved:
- Improved Payment Efficiency: The integration of ROLLER Payments resolved past issues and provided a consistent and flexible payment solution.
- Enhanced Guest Experience: The intuitive POS system enables quick training and allows Adventure Park to manage its sizeable seasonal workforce efficiently.
- Increased Revenue: Seasonal events drive additional revenue outside peak summer months.
Adventure Park's journey reflects ROLLER’s commitment to evolving and enhancing its guest experience through reliable technology solutions. With ongoing improvements and feature expansions, Adventure Park anticipates a bright future with ROLLER.
To learn more about how ROLLER could help you reach your growth goals, book a chat.
About Adventure Park
- Founded: 1994
- Location: Geelong, Victoria, Australia
- Number of locations: 1
- Venue Type: Water Park
- Website: https://www.adventurepark.com.au/water-park
- Years Using ROLLER: 10
- Favorite Features
