This article is a guide to how we usually structure implementation training. The agenda, who is on the call & length of call can be customized to suit your requirements.
Overview
When signing in to ROLLER, you will have access to a ROLLER Training & Implementation Manager who will partner with you to launch ROLLER.
You will use help center articles, videos & in-app guides to deepen your understanding of the platform, along with 1-to-1 consultation sessions with your allocated Training & Implementation Manager to raise questions & concerns along the way.
The structure of these calls may vary depending on your priorities as a business. If you would like to focus on a particular phase for longer, then your Training & Implementation manager will work with you to make this happen.
Tips for getting the most out of your implementation:
- Come to the meeting prepared with questions, use cases, concerns etc
- Always do any allocated pre-work prior to call
- Always join calls on your computer (not on your phone)
- Use the checklist to help guide you with required tasks
- Prioritize payments & hardware tasks as failure to complete this tasks in time could result in delayed launch
- Have more than 1 staff member on each call where possible
- Ensure any next steps are actioned prior to your next meeting
FAQs
It is your responsibility to build your own account. ROLLER Training and Implementation managers will help guide you through this process using engaging videos, online help center articles & in-app guides, as well as answering any questions via email and on Zoom along the way.
If you would like your platform built for you, our Account Executives can provide a quote for this service, as well as a custom training plan to accommodate.
No. The training provided will be fully remote unless on-site training was negotiated or paid for in your contract.
Yes. Emails, calls & any activities like data import performed on your behalf will count towards the total allocated hours with your Training & Implementation manager.
Data import packages can be purchased in conjunction with your Lite, Pro & Premium training packages if required. Please enquire with your Account Executive for a quote on this service.
As part of your subscription, you have access to a number of support entitlements, including our online help center and global support team who are able to respond to your queries in a timely manner. Click here for more information about contacting support & our support FAQs.
Training expires after 45 days from the time of signing for Pro clients and 30 days for Lite clients. When you launch will not impact these timeframes, so it’s important that you prioritize training within this window.
You can purchase more training if your training period has finished and you still need assistance from a Training & Implementation Manager.
Yes, you can purchase more training hours with your Training & Implementation Manager. Speak to your Account Executive if you would like to enquire about any of our Professional Services packages. These include:
- Additional 3-hour bespoke training package
- Onsite training
- POS & operational training
- Online guest experience review
- Hardware setup
- API onboarding packages
- Data import
- Full account build
Pro onboarding overview
Phase 1 - Kick-off / discovery
Call 1 - Kick-off call
Length of call: 30 to 60 minutes
Meeting agenda:
- Project deadlines
- Getting Started checklist in ROLLER & what's required to complete this
- Minimum Hardware Requirements
- Required tasks to accept payments online and in-venue
- Required tasks to be completed in order to launch with ROLLER
Suggested meeting attendees:
- Key decision makers
- Staff responsible for implementing ROLLER
Next steps:
- Begin payment applications
- Audit hardware
- Attempt creating your first products
Phase 2 - Platform build & account configuration
First platform build review
Length of call: 60-90 minutes
Meeting agenda:
- Review account configuration, location setup & brand & design
- Provide feedback on all products, POS devices & online checkouts completed so far
- Discuss advanced product configuration & give best practice advice.
- Reviewed the hardware audit sheet to confirm it meets our requirements
Suggested meeting attendees:
- Key decision makers
- Staff responsible for implementing ROLLER
Next steps:
- Complete all products, POS Devices & Checkouts to the best of your ability ready for final review
Final platform build review
Length of call: 60-90 minutes
Meeting agenda:
- Finalize all product setup & account configurations
- Finalize POS setup & Online Checkout configuration
- Discuss requirements for data import (if applicable)
- If time, discuss value-driving opportunities within the platform (gift cards, forms, memberships, marketing tools, GX score etc)
Suggested meeting attendees:
- Key decision makers
- Staff responsible for implementing ROLLER
Next steps:
- Complete ROLLER Academy video modules
- Test your knowledge using the Training Checklist
Phase 3 - ROLLER Academy training
Call 4 - ROLLER Academy training
Length of call: 60-90 minutes
Meeting Agenda:
- Check-in flow for bookings - POS & Online (Waivers)
- Customizing POS functionality
- Best practices for managing bookings in the back-end
- Managing group bookings & invoices
- Refund process
- Issuing & redeeming memberships & gift cards
- Managing memberships & gift cards
Suggested Meeting Attendees:
- Staff responsible for implementing ROLLER
- POS supervisors
- Staff responsible for party / group bookings
Next steps:
- Complete pre-launch checklist to ensure your venue is ready to start using ROLLER
Phase 4 - Launch planning
Call 5 - Reporting discussion & launch planning
Length of call: 60-90 minutes
Meeting agenda:
- ROLLER Reporting suite overview
- Reporting requirements & where to get the data
- Go over required tasks in order to launch
- Final questions that need to be answered before launching
Who is on the call:
- Key decision makers
- Staff responsible for implementing ROLLER
- Financial staff responsible for reporting
Next Steps:
- Train your staff
- Test payments & hardware
- Migrate data
Phase 5 - Go-live day & post-launch review
Launch day check-in
Meeting agenda:
- Work through any challenges that occurred during launch day
- Talk about support and how to access this
Suggested meeting attendees:
- Key decision makers
- Staff responsible for implementing ROLLER
Next steps:
- Continue using ROLLER and reaching out to support if there are any issues
Post launch review
Meeting agenda:
- Feedback on experience using ROLLER so far
Work through any final questions before handover to support
Talk about support and how to access this
Suggested meeting attendees:
- Key decision-makers
Staff responsible for implementing ROLLER
Next Steps:
- Continue using ROLLER and reaching out to support if there are any issues
Lite onboarding overview
Phase 1 - Kick-off / Discovery
Call 1 - Kick-off
Length of call: 30 minutes
Meeting agenda:
- Reviewed project timelines
- Getting Started checklist in ROLLER & what's required to complete this
- Minimum Hardware Requirements
- Required tasks to accept payments online and in-venue
- Required tasks to be completed in order to launch with ROLLER
Suggested meeting attendees:
- Key decision-makers
- Staff responsible for implementing ROLLER
Next steps:
- Complete initial steps of in-app Getting Started checklist including creating a product, checkout & POS device.
Phase 2 - Platform build & configuration
First platform build review
Length of call: 30-45 minutes
Meeting agenda:
- Review account configuration, resources setup & brand & design
- Provide feedback on all products, POS devices & online checkouts completed so far
- Reviewed the hardware audit sheet to confirm it meets our requirements
Suggested meeting attendees:
- Key decision-makers
- Staff responsible for implementing ROLLER
Next steps:
- Complete all products, POS Devices & Checkouts to the best of your ability ready for final review
Length of call: 30-45 minutes
Meeting agenda:
- Finalize account configuration, resources setup, brand & design
- Finalize all product setup
- Finalized POS setup & Online Checkout configuration
Suggested meeting attendees:
- Key decision makers
- Staff responsible for implementing ROLLER
Next steps:
- Complete ROLLER Academy video modules
- Test your knowledge using the training checklist
Phase 3 - Academy review & launch planning
Call 4
Length of call: 60 minutes
Meeting agenda:
- Answer any operational questions following completion of ROLLER Academy
- Go over your reporting requirements and where to find the relevant information in ROLLER
- Go over required tasks in order to launch with ROLLER
- Any final questions that need to be answered before launching with ROLLER
Suggested meeting attendees:
- Staff responsible for implementing ROLLER
- POS supervisors
- Staff responsible for party / group bookings
Next steps:
- Complete pre-launch checklist to ensure your venue is ready for launch