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Group Pierre & Vacances Center Parcs

Delighting vacationers with a five-star customer experience

Europe’s leader in local tourism, Groupe Pierre & Vacances Center Parcs, owns 213 properties, welcoming more than two million clients annually. Vacationers enjoy a rich variety of short breaks offered through the Adagio, Maeva and Village Nature brands, as well as longer-term holiday facilities like Center Parcs. In the face of fierce competition from accommodation-sharing websites, the company continues to open new properties and destinations throughout Europe — with a fast-growing presence in Asia.

As part of a global innovation and digital acceleration project to maintain business leadership, the group wants to ensure that its clients receive the best experience possible — before, during and after their holidays. Located throughout eight contact centers, 250 agents handle about 650,000 calls in six languages, generating €270 million in bookings. And the Genesys CloudTM application assures those experiences and revenues.

Benefits

  • More self-service by customers
  • 15-second reduction in call handling time
  • 5% increase in overall quality of service
  • 10-point rise in customer satisfaction scores
  • 5% savings in headcount

The Genesys Cloud chat feature has been one of the big game changers. Agents are more motivated because they can easily collaborate with team leaders and support each other in real time.

Florian Cabalion, Manager Shared Services Sales, Groupe Pierre & Vacances Center Parcs

Challenges

  • Optimize customer experience management across eight contact centers
  • Improve collaboration and efficiency

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