Case Study: Center Parcs UK achieves faster guest support and lower wait times with Oracle Cloud

Center Parcs UK handles surge of queries with Oracle Cloud

Center Parcs UK, the short-break holiday operator serving millions of guests each year, faced a massive surge in customer queries during the pandemic as more than 150,000 bookings needed refunds or date changes. With call centers overwhelmed and staff unable to work remotely, Center Parcs turned to Oracle and its Oracle B2C Service and Oracle Digital Assistant to create a more centralized way to support guests.

Oracle implemented Oracle Digital Assistant and related conversational flows to help Center Parcs handle inquiries, payments, and refunds while enabling agents to work from home. In just five months, the company reduced phone wait times to 3–5 minutes, allowed agents to manage three chats at once, and expects 30% of calls to shift to automated channels. During a peak reopening announcement, Oracle’s solution handled 65% of web chat traffic over two days, helping Center Parcs protect service levels and brand reputation.

Center Parcs

Tony Wheatman

Senior IT Project Manager