Case Study: Arcor improves global customer issue resolution with Oracle Service Cloud

Arcor Increases Efficiency of Global Customer Relationship Program, Enhances Social Media Issue Resolution Strategy

Arcor, Argentina’s largest food producer, needed a better way to use social media channels across multiple countries, improve response to supplier and consumer issues, and replace manual, paper-based work with a more stable platform. The company also wanted greater visibility into business processes handled by external consultancies. Arcor selected Oracle Service Cloud, including Oracle Social Engagement and Monitoring Cloud Service and Social Cloud.

Oracle Service Cloud helped Arcor consolidate incoming communications from several countries into a single real-time platform, monitor consumer opinions, and identify potentially brand-damaging issues faster. The company implemented the solution in four weeks with about 20 people, and said it now has greater control and visibility into internal processes, more accurate documentation, and better decision-making from listening and analytics capabilities.

Arcor

Claudio Rossetti

Senior IT Business Demand Manager