Case Study: Grupo Arcor increases efficiency of global customer relationships and resolves social media issues faster with Oracle Social Cloud

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

Arcor, Argentina’s largest food and confectionery producer with operations in 120 countries and more than 10 million social followers, needed a more reliable, scalable way to monitor and respond to customer and supplier issues across multiple countries. The company wanted greater visibility and control over processes handled by external consultancies and to replace paper-based, error-prone tasks with an integrated, real-time social listening and response capability.

Arcor implemented Oracle Social Engagement and Monitoring Cloud Service (with Service Cloud/Social Cloud) with Deloitte in a four-week deployment, consolidating multi-country social channels into a single platform and adding configurable alerts and an analytics dashboard. The solution delivered granular listening and analysis, faster crisis detection and resolution, improved decision-making and marketing insights, and better control and documentation of activities managed by external providers—significantly increasing the efficiency of its global customer relationship program.

Grupo Arcor

Claudio Rossetti

Senior IT Business Demand Manager