Case Study: Agricultores Federados Argentinos accelerates issue resolution and boosts member satisfaction with Oracle Service Cloud

Agricultores Federados Argentinos Empowers Agents with Oracle Service Cloud

Agricultores Federados Argentinos S.C.L. (AFA) is Argentina’s leading agricultural cooperative, serving 36,000 associated farmers through more than 1,700 employees across 142 locations. To support growth and better member service, AFA sought to modernize and automate its contact center—empowering internal clients with self‑help, giving agents a single multichannel interface, and deploying a cloud solution that could be rolled out rapidly across dozens of offices.

AFA implemented Oracle Service Cloud integrated with its existing Oracle infrastructure and launched a centralized service portal and knowledge base, enabling 1,500 internal clients to resolve many IT issues themselves and reducing pressure on the 24‑person support team. Delivered in eight weeks by Enratio, the solution added chat, a 360‑degree view of member interactions across web, social and contact center channels, improved information accessibility and member satisfaction, and increased agent productivity.

Agricultores Federados Argentinos

Iván Borsini

Requirements Engineering Manager