Case Study: Netfarma improves customer service and consolidates records with Oracle Service Cloud

Netfarma Resolves Customer Issues More Quickly with Consolidated Records

Netfarma, a digital pharmacy in Brazil, needed faster and more reliable customer service across its call center, e-mail, chat, website, and internal departments. The company wanted to improve response times, make information easier to find, and connect systems so teams could handle orders, invoicing, password retrievals, and other requests more efficiently.

Using Oracle Service Cloud, Netfarma consolidated customer records and simplified service operations across its customer channels. The company reported that 66% of website visitors were able to find help successfully, reduced some employee request steps from five to two, improved productivity and work satisfaction, and lowered IT maintenance costs by moving to a cloud-based solution.

Netfarma

Alessandra Lucato

Customer Relations and Phone Sales Manager