Case Study: Center Parcs - Pierre & Vacances group achieves 60% incremental sales and 91% customer satisfaction with iAdvize Click to Chat

Center Parcs - Pierre & Vacances group - Customer Case Study

Center Parcs – Pierre & Vacances is a major European holiday-village group (300 parks, ~50,000 units, 7.5M customers) that needed to improve online conversion while cutting contact costs. With customer service organised by language across multiple brands and countries, the online and customer-service teams partnered to find a solution that would divert phone contacts to a digital channel and support booking decisions in real time.

They rolled out iAdvize Click to Chat across all sites with language-based agents trained for fast, concise support; agents handle 7,200 chats/month (3–4 simultaneous), with a 26‑second first response and a 10‑minute AHT target. The program delivers a 91% post-chat satisfaction rate and generates 60% incremental sales, while enabling the team to monitor conversion, turnover and agent productivity in real time.

Center Parcs - Pierre & Vacances group

Edouard Steinert

Traffic and Support Manager for Customer Services