How YPF Reduced Manual Processes by 50%+ and Scaled Its B2B Operations with Salesforce
About YPF
YPF is Argentina’s leading energy company and one of the most relevant in Latin America. As part of its digital transformation strategy, YPF set out to modernize its B2B contact center to support a growing and increasingly complex business ecosystem. The initiative centered on four key challenges:
- Customer satisfaction-focused approach.
- Simpler, more agile and efficient digital service channels for its customers.
- Elasticity to operate at greater scale through digitalization. Drive a service model that accompanies business growth.
- Have a clear view of the customer, of interactions completed, and better internal communication, achieving synergy among the company’s different areas.
The Challenge
As part of its digital transformation strategy, YPF set out to modernize its B2B Contact Center to support a growing and increasingly complex business ecosystem. The initiative had four central challenges: migrating toward a customer-centric service model, where feedback and service quality are prioritized over traditional KPIs; providing faster and more agile digital experiences for B2B customers; scaling service operations to accompany business growth without sacrificing service levels; and obtaining a unified 360° customer view that enables better internal communication and stronger collaboration among teams.
With a network of partners and franchisees spanning more than 1,200 service stations, operational demands were high, and the existing infrastructure was no longer adequate for the purpose.
Our All-In Solution
Cloudgaia partnered with YPF to design and implement a scalable, omnichannel service platform, powered by Salesforce Service Cloud. The work went beyond technical implementation: Cloudgaia’s team acted as a strategic extension of YPF’s own teams, aligning the platform architecture with business priorities, integration complexity, and long-term scalability needs.
The platform integrates all enterprise systems and service channels into a unified B2B experience, providing partners, franchisees, and internal teams with the visibility and tools necessary to operate efficiently at scale.
Integrations with External Systems
Email-to-Case Automation
Service Console
Partner & Dealer Portal
Advanced Reporting and Dashboards
WhatsApp Chatbot
Salesforce Solutions
- Salesforce Service Cloud
- Partner & Dealer Portal
- Service Console
- Advanced Reporting & Dashboards
Integrations and Automation
- SAP Integration via REST API
- Email-to-Case Automation
- WhatsApp Chatbot
- Mobile App & Chatbot Connectors
Delivering exceptional results
The transformation generated measurable impact across all layers of YPF’s B2B operations. By connecting partners, franchisees, and internal teams on a single Salesforce platform, with the strategic and technical architecture designed by Cloudgaia, YPF achieved results that make a difference for B2B organizations managing distributed networks at scale.
40%+
Increase in customer satisfaction
Faster response times, better self-service tools, and a frictionless partner experience transformed the perception of service quality among YPF’s B2B customers.
50%+
Reduction in manual processes
Automation and integrated workflows eliminated repetitive tasks and improved internal efficiency across the organization.
100%
Self-service adoption for order management
Every partner and franchisee in YPF’s network manages their orders independently through the Salesforce portal, with full visibility and control.
