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Key Result #1 After the ROLLER team's comprehensive and hands-on implementation, Aquatarium feels its new venue management system is the best in class. |
Key Result #2 The Aquatarium has seen a reduction in errors, saved time through streamlined operations, and enjoyed renewed confidence since switching to ROLLER. |
Key Result #3 The ROLLER implementation team's “train the trainer” approach empowers the Aquatarium team and sets them up for success. |
Located in the heart of Brockville, Ontario, the Aquatarium is a non-profit, interactive discovery center and licensed zoo dedicated to celebrating the vibrant ecosystems of the St. Lawrence River and the 1000 Islands region. Since opening in 2016, the Aquatarium has welcomed over 65,000 guests annually, inspiring curiosity through immersive exhibits, engaging animal habitats—including otters, beavers, and touch tanks—and a range of educational programs. As a cornerstone of the local community, the Aquatarium blends science, nature, and adventure to create unforgettable experiences for visitors of all ages.
The challenge: Finding a system they didn’t need to “fight”
Aquatarium faced significant challenges with its legacy ticketing and reporting systems. Outdated software created inefficiencies, confusion, and roadblocks for staff and visitors alike. Determined to offer a seamless and confidence-inspiring guest journey, Aquatarium partnered with ROLLER, using our accelerated implementation process and best practices to transform its operations rapidly.
Before adopting ROLLER, Aquatarium used Rocket Rez to manage operations. However, Executive Director James Wilson explains, “Rocket Rez’s DNA wasn’t our DNA. We were always fighting against it, and it never gave us confidence that we had a system we could grow with."
The mismatch between Aquatarium and Rocket Rez led to several issues, including:
- Irrelevant terminology: Confusing terminology left staff struggling and created a poor user experience for visitors.
- Cumbersome reporting: Generating critical reports for donors, municipal partners, and internal stakeholders was inefficient and unreliable.
- Limited user guidance: Rocket Rez’s setup required excessive customization, leaving Aquatarium without clear support or best-practice recommendations.
The solution: Finding a partner that aligns perfectly
ROLLER stood out to James and the Aquatarium team for its adaptability, value as an all-in-one platform, and commitment to connecting venues with best-practice solutions. An initial positive experience with ROLLER’s waiver software demonstrated the company’s responsiveness and capability, providing enough confidence for them to move forward with a full implementation. In addition to a comprehensive platform, ROLLER offers a strategic advantage: expert guidance on building a system optimized for long-term success.
The results: Smooth implementation creates a platform for success
ROLLER’s fully-guided implementation process savee the Aquatarium team time and resources.
When I saw the level of detail in ROLLER’s implementation plan, it gave me immediate confidence. It was clear they had their act together.
James Wilson
Executive Director
The ROLLER implementation team is there for Aquatarium every step of the way as they progress through the onboarding process. Key elements of the implementation process include:
- Comprehensive planning: The ROLLER implementation team provides a detailed roadmap to Aquatarium, providing an early “aha” moment for James and his team.
- Expert-led collaboration: ROLLER provided actionable advice, suggesting improvements beyond system setup. For instance, they recommended adding product images to enhance the online ticketing experience—another subtle but impactful “aha” moment.
- Tailored best practices: Recognizing that Aquatarium’s team wasn’t from the ticketing industry, ROLLER shared guidance on optimal workflows and industry standards.
It wasn’t just about setting up the system; it was about building it right. ROLLER’s insights made all the difference. I wasn’t just learning how to click the buttons—I was learning the best way to run a ticketing system.
James Wilson
Executive Director
ROLLER’s fully guided approach enabled Aquatarium to achieve measurable improvements across multiple key business areas.
- Optimized online revenue: A streamlined, confidence-inspiring online ticketing interface resulted in faster, smoother purchases.
- Simplified processes: With guidance from ROLLER, backend workflows are now more intuitive and aligned with best practices for managing venue operations.
- Enhanced team readiness: ROLLER’s “train the trainer” approach empowered Aquatarium’s staff to use and maintain the system confidently.
The “train the trainer” approach that the ROLLER implementation team takes is crucial to setting up venues for long-term success. Through this process, the implementation team trains members of the Aquatarium team to prepare them to become ROLLER experts. They also provide training materials, video recordings, and other resources to ensure that the team has everything they need to manage their venue successfully and train additional staff.
We didn’t just get a working system—we got a best-in-class solution. The time saved, the errors avoided, and the confidence built have made all the difference.
James Wilson
Executive Director
Looking ahead, the Aquatarium team is excited about the future of their non-profit, interactive science and education museum. With a best practice-informed implementation process, the ROLLER team helps Aquatarium unlock the full potential of its new venue management platform, creating a foundation for lasting success.ans’ use of ROLLER so compelling isn’t just the revenue—it’s the mindset.
To learn more about how ROLLER could help you reach your growth goals, book a chat.
About Aquatarium
- Founded: 2016
- Location: Ontario, Canada
- Number of locations: 1
- Venue type: Zoo
- Website: https://www.aquatarium.online/
- ROLLER customer since: 2024
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