Case Study: Agricultores Federados Argentinos improves member satisfaction with Oracle Service Cloud

Agricultores Federados Argentinos Empowers Agents with Oracle Service Cloud

Agricultores Federados Argentinos S.C.L. is the leading agricultural cooperative in Argentina, serving 36,000 associated farmers across 142 locations in nine provinces. It wanted to modernize and automate its contact center, improve the member and agent experience with self-help services, and give staff a single multichannel way to handle inquiries more efficiently.

Working with Oracle Service Cloud, Agricultores Federados Argentinos implemented a centralized service portal that lets 1,500 internal clients resolve IT issues through the knowledgebase and submit only more complex requests, easing the load on a 24-person support team. Oracle Service Cloud also improved portal information access, gave agents a 360-degree view across social media, web self-service, and the contact center, and added chat to connect members and internal clients quickly; the rollout was completed in eight weeks.

Agricultores Federados Argentinos

Iván Borsini

Requirements Engineering Manager