Case Study: YPF reduces manual processes and scales B2B operations with CloudGaia’s Salesforce Service Cloud solution

YPF reduces manual processes by 50%+ with CloudGaia

YPF, Argentina's leading energy company, faced challenges in scaling its B2B operations and modernizing its contact center to support a complex network of over 1,200 service stations. Their goals were to migrate to a customer-centric service model, provide faster digital experiences, and achieve a unified customer view. CloudGaia partnered with them to address these needs using Salesforce Service Cloud.

CloudGaia designed and implemented a scalable, omnichannel service platform that integrated systems like SAP and featured a partner portal, email-to-case automation, and a WhatsApp chatbot. This solution provided a 360-degree customer view and streamlined workflows. As a result, YPF achieved a 50%+ reduction in manual processes, a 40%+ increase in customer satisfaction, and 100% self-service adoption for order management across its partner network.

YPF