ROLLER appoints new Vice President of Customer Experience, expands customer support team and launches AI tools

ROLLER, an all-in-one venue management platform for the leisure and attractions industry, has advised of its strategic appointment of Brad Cooper as Vice President of Customer Experience, an expansion of the customer support team by 50% and the launching of AI-powered tools.

These initiatives are aimed at providing faster, flexible support for its global customers and also  includes opening a new Support Centre of Excellence in Costa Rica.

The new initiatives and appointments are also bolstered by the launch of AI-powered tools that enhance remote diagnostics, agent performance, and QA. Additionally, ROLLER has created new workforce management systems and added a Workforce Analyst position, all aimed at helping the team optimise staffing and improve customer responsiveness.

Brad Cooper, Vice President of Customer Experience at ROLLER shared "a great product is only as good as the experience that surrounds it. Attraction operators have enough on their plates, and they deserve a technology partner that prioritises their success. I'm excited to help ROLLER's efforts in delivering outstanding service, listening to customer feedback, and ensuring every venue gets the most out of our platform."

Luke Finn, Chief Executive and Co-Founder of ROLLER notes "Customer experience drives everything we do. We're always connecting with our community to understand their challenges and build solutions that truly help them grow. We're constantly learning from our community, listening to their challenges, celebrating their wins, and building solutions that make a real difference. This year, our focus is on scaling that impact, so we can help even more operators not just succeed but thrive."

ROLLER's first customer strategy is at the forefront of every decision, and these new additions underscore the company's dedication to its community, ensuring operators are supported, wherever they are, whenever they need it. As a direct result of these steps, operators can:

• Expect at least 95% of all support calls to ROLLER will be answered by a team member in less than 60 seconds, 24 hours a day, anywhere in the world.

• Engage with ROLLER across their preferred channel with expanded phone support and a new online chat channel.

• Find answers to their questions with the revamped knowledge base and customer support page at www.roller.software/

• Have issues resolved faster due to a newly launched hardware lab, which allows ROLLER agents to conduct hands-on  troubleshooting.

Click here to contact Roller Software via their entry in the Australasian Leisure Management Supplier Directory.