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How Dig World Increased Operations Efficiency by 50% with ROLLER

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Blog chevron_right How Dig World Increased Operations Efficiency by 50% with ROLLER

Key Result #1

With ROLLER, Dig World is outpacing the team’s forecasting in part due to a seamless online checkout experience.

Key Result #2

ROLLER automates routine administrative tasks like refunds and weather-related closure communications, cutting back-office workload by 50%.

Key Result #3

Thanks to ROLLER’s comprehensive platform, Dig World is in a great position to franchise its operations successfully.

The Challenge

Dig World is a unique construction-themed amusement park located in Texas. It is designed to cater to individuals of all ages, from children to the "young at heart." The park’s mission is to create memorable experiences by allowing visitors to operate real construction equipment. Since its opening nearly three years ago, Dig World has faced challenges in delivering a seamless customer experience due to the limitations of its initial ticketing and operational management system, CenterEdge.

  • Customer communication: CenterEdge had limited email templates, which restricted the park’s ability to deliver a personalized experience. Dig World’s General Manager, Amanda Guillory, explained, “CenterEdge had one email template. And even then, you couldn’t customize much.”
  • Operational efficiency: Manual entry was required for tasks like refunds and weather notifications. “Whenever there would be a weather event…we would have to go into CenterEdge and line by line hand-type every email,” shared Amanda.
  • Guest experience: The web store’s design occasionally led to confusion among guests. “We would get emails like, ‘I’m trying to buy a ticket; I’m not sure where to go,’” Amanda said. “So then we know we’re potentially losing money.”

The Results

ROLLER's platform effortlessly handled an influx of demand from a viral social media moment that doubled Dig World's online sales

Dig World experienced double-digit revenue growth after implementing ROLLER. The new ticketing platform was up and running in time for an unexpected viral social media moment to convert the sudden influx of online interest into sales effectively. 

The fact that we were with ROLLER and that was implemented when this viral video happened, we were able to capitalize on all of that traffic in a way that we definitely would not have been able to do otherwise.
Amanda Guillory
General Manager

The Texas FamilyWatch the full video on Instagram!

With ROLLER’s smooth and customizable communication tools, Dig World has received positive feedback from guests, supporting their commitment to high standards of hospitality. 

“ROLLER has…increased our ability to provide the level of hospitality we want.”
Amanda Guillory
General Manager

Dig World uses ROLLER's GX Score solution to increase customer satisfaction and encourage repeat visitors

With ROLLER’s smooth and customizable communication tools, Dig World has received positive feedback from guests, supporting their commitment to high standards of hospitality. 

ROLLER built-in customer survey solution, paired with a 20% discount on future visits, has encouraged repeat visits, adding an additional revenue stream.

Not only has ROLLER’s GX score given Dig World an opportunity to encourage repeat guests, it is also providing actionable insights into the guest experience. The Dig World team can easily collect, analyze, and act on direct feedback from their guests. 

If we start to see a trend [in the survey responses], that’s critical for us and we are able to solve for those issues so that the customer has a better experience.
Amanda Guillory
General Manager

 

Reduced time spent on administrative work by 50%

Back-end labor has been reduced by approximately 50%, saving time and allowing the lean team to focus on other customer-centric initiatives. 

“Now what used to take hours takes five minutes to do.”
Amanda Guillory
General Manager

 

Simple tasks like processing refunds, managing weather-related closures, and other typical administrative work were streamlined by ROLLER’s comprehensive platform.

Enhanced customer communication with multiple highly customizable templates

ROLLER provides customizable templates, allowing Dig World to send waiver reminders, booking confirmations, and colorful, branded emails. The platform's twenty-five email templates allow for tailored communication, helping guests feel connected and informed before they even arrive. 

We are such a unique business that customer education is huge for us. And the fact that we can communicate with the customer so easily and specifically before they even get to the park is a big win.
Amanda Guillory
General Manager

 

Dig World enhances their operational decision-making with ROLLER's data and analytics

ROLLER’s reporting and analytics enable real-time tracking of visitor numbers, revenue, and other performance metrics. This has empowered Dig World to make data-driven staffing and operational decisions based on daily visitor patterns. 

We’re beating our forecast revenue…and we look at the metrics all the time.
Amanda Guillory
General Manager

 

With ROLLER, Dig World is in a great position to pursue franchise expansion in the near future

Dig World is preparing for rapid franchise growth, and ROLLER’s HQ solution will facilitate seamless brand replication and consistency across locations.

ROLLER is going to make it so seamless for someone else to have exactly what we have at the original headquarters and have it at their park.
Amanda Guillory
General Manager

 

Dig World is excited about continuing to grow and expand its business, and it is confident, thanks to its partnership with ROLLER. In ROLLER, it has a trusted partner who is constantly enhancing its comprehensive platform with valuable features and solutions that support the Dig World team’s mission of delivering a high level of guest hospitality.

At Dig World, we strive to deliver a high level of service and hospitality, and it’s clear that ROLLER values hospitality and goes the extra mile to make sure that the Dig World team and I have everything we need to be successful.
Amanda Guillory
General Manager

 

To learn more about how ROLLER could help you reach your growth goals, book a chat. 

About Dig World

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