Case Study: PureGym achieves better customer satisfaction and agent experience with Genesys

PureGym solves peak demand challenges with digital and AI

PureGym, the UK-based gym group, was struggling with a stretched, mostly call-based contact center as rapid growth drove seasonal spikes in demand. Its agents were slowed by multiple disconnected systems, and the company needed a better way to connect member interactions, plan resources, and reduce reliance on costly temporary staff.

PureGym chose a cloud contact center solution from Genesys, implemented with Kerv Experience, to move to a more proactive, digital-first operating model with omnichannel, AI automation, and workforce management tools. The result was a major efficiency and service lift: a 4% decrease in contacts requiring agent assistance, about a 300% increase in call deflection and auto-handling, a 15% reduction in advisor hours, an 18% increase in hourly contacts handled per agent, and CSAT scores consistently above 4 out of 5.

PureGym

Scott Adams

Member Services Manager