One System, 52 Parks: How Europarcs Decentralized Without Losing Control

Europarcs operates 52 vacation parks across the Netherlands, Austria, Germany, Belgium, and France. They manage both guest communications and property owner relationships (a semi-B2B model where investors own properties that Europarcs operates and books).

Key results:

• 318 hours of workload saved in the last 30 days
• 42,000+ automated conversation executions monthly
• 99% journey completion rate
• 55 AI journeys and knowledge bases deployed across all locations

"We needed to decentralize operations to individual parks while maintaining centralized control over quality and consistency. The template-based journey system let us deploy sophisticated automation across 52 locations without building 52 custom solutions."

— Operations Team, Europarcs

The Challenge

Europarcs restructured to reduce costs, shifting from centralized guest services at headquarters to decentralized communication handled by each park's front office team.

This created immediate operational problems. What was once a single communication load became 52 distributed loads across WhatsApp and email. Each park needed its own setup, but generic automation wouldn't work, guests asking about WiFi at an Austrian ski park shouldn't get answers about a beach park in the Netherlands.

The core tension: How do you maintain centralized standards while operating at decentralized scale?

Complicating this further, incoming messages included: noise, internal emails, OTA booking confirmations, that cluttered inboxes. And guests didn't always know whether to contact their specific park or central support.

The Solution

Europarcs built a modular automation architecture using Trengo Journeys and Agents, designed for replicability without sacrificing local relevance.

Multi-stage intelligent routing: All communication flows through a central channel, then gets filtered. Internal emails and OTA confirmations are auto-processed and closed. Guest inquiries get analyzed by topic (park-specific questions, payments, lost and found, etc.) and routed to either the park front office or central KCC team.

Template-based journey system: Rather than build 52 custom journeys from scratch, Europarcs created one master template with core logic, then duplicated and customized it for each park's specific needs. They also built separate specialized journeys for the central team and property owners.

55 park-specific knowledge bases: Each park has its own Agent knowledge base connected to park-specific information. When common FAQs come in, the system attempts self-service with contextually accurate answers. If AI Agent can't resolve it, the conversation routes to the appropriate team.

Booking system integration: A custom integration with their property management system (Booking Experts) lets agents instantly see whether a contact is a guest or owner, plus booking history and property details, critical context for handling inquiries efficiently.

The Results

42,000+ journey executions in the last 30 days directly resulted in 318 hours of saved workload. Time previously spent on manual routing, answering repetitive questions, and processing routine inquiries.

99% journey completion rate demonstrates the system's reliability at routing and handling conversations across all 52 locations.

Centralized control maintained. Despite decentralizing operations, Europarcs can monitor performance across all parks from a central dashboard and roll out updates systematically through the template structure.

Reduced human touchpoints. HelpMate handles high volumes of FAQs automatically (check-in times, amenity locations, WiFi passwords), allowing teams to focus on complex guest issues and exceptions.

The template-based architecture means scaling to new parks doesn't require proportional setup time. Updates to the core template propagate across all locations, maintaining consistency while allowing local customization.

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