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Key Result #1 The museum streamlined booking and scheduling processes by consolidating multiple systems into ROLLER. This consolidation reduced manual tasks and allowed staff to manage changes in real time. |
Key Result #2 ROLLER’s user-friendly booking experience and improved online visibility led to a year-on-year increase in visitor numbers, enabling the museum to attract more guests and boost pre-purchase ticket sales. |
Key Result #3 Features like the Activity Center and guest experience score allowed the team to coordinate tasks better, respond quickly to bookings, and gather actionable feedback for continuous service improvement. |
The Challenge
The Australian Sports Museum, located at the iconic Melbourne Cricket Ground (MCG), is a premier destination for sports fans. It offers diverse products, including museum tours, premium experiences, and unique add-ons.
Previously, the museum relied on multiple systems—one for ticket sales, one for invoicing, and another solution for capacity management. This setup posed several challenges:
- Operational complexity: Coordinating between platforms complicated scheduling and limited real-time adjustments.
- Lack of customization: With their previous solution, the Australian Sports Museum team could not build their own products, making it challenging to create new offerings for their target audience.
- Limited flexibility: Operational hours changed frequently due to events at the MCG. The multi-platform setup required 24-72 hours for updates, restricting the museum's responsiveness.
- Manual processes: Staff faced extensive manual tasks, such as handling separate ticket sales and school bookings, which increased their workload.
The previous setup limited our flexibility...turnaround time for updates was at least twenty-four hours, probably up to seventy-two hours.
Megan Bowles
Customer Systems Lead
The Solution
The Australian Sports Museum switched to ROLLER to consolidate its operations onto a single, adaptable platform. The key benefits of ROLLER for the Australian Sports Museum team include:
- Comprehensive Management: ROLLER manages all aspects of ticketing, capacity, and scheduling in one platform, reducing manual processes and simplifying operations.
- Flexibility and Control: With ROLLER, staff can directly adjust operating times and product availability in response to events, improving operational adaptability.
- User-Friendly Interface: The system’s intuitive design minimized the training time required for new staff members, particularly those in front-line positions.
The museum’s transition to ROLLER was smooth, with the system being set up and staff trained in a matter of weeks. ROLLER’s Help Center documentation and support enabled the team to customize features and automate previously manual tasks, such as invoicing and customer data entry.
ROLLER made it easy for us to complete some training ourselves, and we love the documentation.
Megan Bowles
Customer Systems Lead
The Results
ROLLER's Activity Center improves staff collaboration and efficiency for 2,000 school booking inquiries
ROLLER’s Activity Center gives staff a central place to manage important guest notifications and tasks, such as responding to booking inquiries and emails. For venues like the Australian Sports Museum, which takes group booking requests via forms on its website, the Activity Center centralizes these inquiries into the ROLLER platform, allowing staff to respond quickly, assign follow-up tasks to team members, or snooze if they're not urgent.
This helps the Australian Sports Museum team handle high booking volumes more efficiently — this year alone, they’ve had almost 2,000 school booking inquiries. It’s quick and easy to see which staff member is allocated to a task, avoiding duplication of effort across the team and ensuring guests receive a prompt response. The team estimates they are saving around five minutes per booking inquiry with the Activity Center, saving them over nine thousand minutes, or over 160 hours, for school bookings alone in the nine months since implementing the feature.
With the Activity Center, we save a few minutes per transaction or booking form. Given the high volume we receive, that time saving adds up.
Megan Bowles
Customer Systems Lead
The Australian Sports Museum improves the booking experience with ROLLER's checkout
Moving to ROLLER’s checkout streamlined the visitor booking journey on the museum’s website. It provided an intuitive, multi-step process for product selection and scheduling. The team also noted that they were receiving positive visitor feedback about the ease and quickness of the booking process since the switch.
ROLLER's invoicing capabilities and billing processes enhance the operational efficiency of the Australian Sports Museum staff
ROLLER’s automation features significantly reduced manual work. For example, adding all the necessary information about a customer to the invoice is easy because it is automatically captured and updated with ROLLER’s invoicing solution. The automatic inclusion of customer data reduced data entry tasks, drastically streamlining billing processes.
The automated processes, like invoicing… make it more efficient because it’s less manual work.
Megan Bowles
Customer Systems Lead
The ease of online booking supports greater booking capacity and revenue potential for the venue
Since adopting ROLLER, the museum has reported a year-on-year increase in visitor numbers, attributed partly to improved online visibility and booking convenience. Additionally, real-time availability updates enabled staff to manage walk-up traffic and optimize pre-purchased ticket sales.
We’ve definitely increased the number of customers… we’re getting many more people through the doors.
Megan Bowles
Customer Systems Lead
The Australian Sports Museum team has greater insight into guest demographics, which supports more data-driven decision-making
ROLLER’s reporting and analytics features offered the museum valuable insights into guest demographics, enabling data-driven decision-making. The Guest Experience (GX) Score helped the team monitor guest satisfaction, providing feedback that was instrumental in refining guest engagement.
We use the Guest Experience Score to provide feedback for our guides… and it also helps with training and identifying areas for improvement.
Megan Bowles
Customer Systems Lead
Switching to ROLLER transformed the Australian Sports Museum’s operations, enabling the team to efficiently manage bookings, improve visitor experience, and boost operational flexibility. By consolidating multiple systems into one, the museum streamlined its processes, freeing up staff to focus on delivering memorable visitor experiences.
With ongoing support and updates from ROLLER, the Australian Sports Museum continues to refine its processes, cater to a broad audience, and provide seamless access to Australia’s sporting heritage.
To learn more about how ROLLER could help you reach your growth goals, book a chat.
About Australian Sports Museum
- Founded: 2008
- Location: Melbourne, Victoria, Australia
- Venue Type: Museum
- Website: https://www.australiansportsmuseum.org.au/
- Years Using ROLLER: 5
- Favorite Features
