Case Study: PureGym achieves peak demand resilience and higher CSAT with Kerv and Genesys Cloud

PureGym handles 6,000 weekly enquiries with Kerv and cuts agent hours by 24%

PureGym, a leading European gym operator, faced significant challenges managing peak seasonal demand in its primarily call-based contact center. The legacy systems were inefficient, leading to long wait times, abandoned calls, and high operational costs from repeatedly hiring temporary staff. To support its growth ambitions, PureGym partnered with the vendor Kerv to transition to a more sustainable, digital-first customer service model.

Kerv implemented a 100% digital contact center using the Genesys Cloud platform. This solution introduced omnichannel support, AI automations like a chatbot, and workforce management tools. The results were substantial: despite a 72% demand increase, PureGym handled 6,000 weekly inquiries with auto-replies, reduced agent hours by 24%, and increased contacts handled per hour by 14%, all while improving customer satisfaction scores and eliminating the need for temporary staff.

Puregym