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 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 centres, 250 agents handle about 650,000 calls in six languages, generating €270 million in bookings. And the Genesys Cloud 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
Challenges
- Optimise customer experience management across eight contact centres
- Improve collaboration and efficiency
