PureGym emerges one of the fittest at this year's ECCCSAs

Published 04/12/23 under:

With 1.6 million members across over 500 gymnasiums, the PureGym Group holds market-leading positions across the UK, Denmark and Switzerland operating under PureGym, Fitness World, and Basefit brands. 

Leveraging the Genesys Cloud CX platform, a Kerv solution provided the business with the digital-first approach it needed to stem rising costs without compromising service levels. That sealed the Bronze award for Most Effective Management of Peak Demand at this year’s ECCCSAs. PureGym impressed judges by delivering effective results and a simultaneous customer and employee experience boost. 

Key features included seamless member and employee services, a knowledge library, chatbots, and gamification tools with fun competitions and rewards. 

Now, the Leeds contact centre is 100 percent digital. As well as increasing self-service and call deflection rates PureGym is able to take advantage of automation opportunities it never had before, while escaping the cost and logistical headache of managing calls. 

“Changing the way we manage peak demand has had a huge financial impact,” said Michelle Kaye, Head of Member Services for PureGym. “In previous years we’d had to recruit as many as 10 temps, and carry their pay costs for up to three months. Last January we didn’t have to recruit any. And our customers don’t abandon during busy periods. So, we can capitalise on revenue opportunities.” 

Julian Barrow, MD at Kerv Experience, said: “Our congratulations go to PureGym for being recognised as a customer experience leader. Their bold vision and well-thought-out contact centre redesign assure consistently great service, across email, chat and social platforms – empowered by highly-engaged agents and better quality conversations.” 

Click to read the full PureGym case study.