Center Parcs UK handles surge of queries with Oracle Cloud

Short-break holiday operator implements Oracle Live Chat and Oracle Digital Assistant to meet customer expectations amid massive business disruption.

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Business challenges

Center Parcs offers guests short-break holidays in the UK and Ireland at forest villages. Amenities include high-quality accommodations and activities from swimming and paddling to ziplining. The company welcomes about 2.2 million guests each year.

In March 2020, Center Parcs’ villages and head offices closed in response to the pandemic. Guests attempting to contact the company to request a refund or a date change for over 150,000 bookings quickly overwhelmed the company’s support staff. Center Parcs was not

equipped for remote work so its staff couldn’t take inbound calls. The company had to rely on e-mail and social media to connect with guests, and those channels were quickly saturated.

Center Parcs realized it needed a more centralized approach to quickly address guests’ needs (including a way to take payments and issue refunds), a way for agents to work from home, and the tools to maintain its reputation for excellent customer service.

The Oracle team has been absolutely fantastic in facilitating where we are today. Doing all this allowed us to start thinking about what we can do in the future. Now that we have this tool and a foundation for moving forward, the sky is the limit.

Tony Wheatman

Senior IT Project Manager, Center Parcs UK

Why Center Parcs UK Chose Oracle

The company was an existing Oracle B2C Service customer and reached out to Oracle for support knowing that Oracle offers effective and easy-to-implement solutions. Center Parcs was able to quickly implement Oracle Digital Assistant to help it manage the surge in guest service needs. Read the complete article here.

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