This article is a guide to how we usually structure implementation training. The agenda, who is on the call and length of call can be customized to suit your requirements.
Overview
When signing up for ROLLER, you will have access to a Training & Implementation Manager who will partner with you and assist you in implementing ROLLER within your business.
You will use help center articles, videos, in-app getting started checklist and 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 any questions.
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 and concerns
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 the required tasks
Prioritize payments & hardware tasks as failure to complete these tasks in time could result in a 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
Will ROLLER build my account for me?
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.
Is the training provided in-person?
No. The training provided will be fully remote unless on-site training was negotiated or paid for in your contract.
Are emails included in my allocated training hours?
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.
What happens when I need help after I launch with ROLLER?
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.
If I don’t use all my training hours before I launch, can I bank these to use in the future?
Training expires after 45 days from your implementation start date for Pro and Lite customers. 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.
Can I purchase more training hours?
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
Implementation overview
The standard ROLLER implementation experience for Lite and Pro subscriptions is designed to be completed within a four-week journey. We will partner with your team and establish mutually agreed timelines and deliverables.
Download the ROLLER Implementation Experience guide.
Week 1: Kick-off
Call 1 | Kick-off call |
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Length of call | 45 minutes |
Meeting agenda |
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Suggested meeting attendees |
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Next steps |
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Week 1 & 2: Account build
Call 2 | First account & platform build review |
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Length of call | 60 minutes |
Meeting agenda |
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Suggested meeting attendees | Venue GM / Operations / Implementation Lead |
Next steps |
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Call 3 | Final account & product review |
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Length of call | 60 minutes |
Meeting agenda |
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Suggested meeting attendees | Venue GM / Operations / Implementation Lead |
Next steps |
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Week 3: Operational training
Call 4 | Venue Manager Academy review |
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Length of call | 60 minutes |
Meeting agenda |
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Suggested meeting attendees |
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Next steps |
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Call 5 | POS Academy review |
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Length of call | 60 minutes |
Meeting agenda |
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Suggested meeting attendees |
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Next steps | Review & complete all the relevant tasks. |
Week 4: Launch support
Call 6 | Pre-launch planning |
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Length of call | 30 minutes |
Meeting agenda |
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Who is on the call |
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Next steps |
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Week 5: Post-activation review
Call 7 | Post-launch check-in & reporting training call |
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Length of call | 45 minutes |
Meeting agenda |
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Suggested meeting attendees |
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Next steps | Continue using ROLLER and reaching out to support if there are any issues |