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 centres, 250 agents handle about 650,000 calls in six languages, generating €270 million in bookings. And the Genesys® PureCloud® 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
Groupe pierre and vacances center parcs success story thumbnails resource thumb

Challenges

  • Optimise customer experience management across eight contact centres
  • Improve collaboration and efficiency