Case Study: Digital pharmacy Netfarma resolves customer issues faster with Oracle Service Cloud

Netfarma Resolves Customer Issues More Quickly with Consolidated Records

Netfarma is a Brazilian digital pharmacy offering more than 22,000 health and beauty products with fast delivery and mobile commerce. Facing slow, fragmented customer support across call center, e‑mail, chat and web channels, the company needed faster, more reliable IT support, better interdepartmental communication, and simpler employee workflows to speed responses, track orders, and reduce errors.

Netfarma implemented Oracle Service Cloud to consolidate customer records and unify communication across departments. The platform streamlined support channels, gave agents fast, secure access to complete customer and product information, and cut internal steps from five to two. As a result, web self‑help reached 66% of customers, employee productivity and satisfaction increased, reporting and data accuracy improved, and IT maintenance costs fell, freeing resources to enhance customer service.

Netfarma

Alessandra Lucato

Customer Relations and Phone Sales Manager