30%+ Conversion: How YPF Transformed Its B2C Experience and Optimized Lead Management
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 YPF scaled its B2C operations, it faced a challenge common to large organizations managing complex customer relationships at scale: data was fragmented across multiple systems, making it nearly impossible to build a unified 360° customer view.
At the same time, the organization needed a scalable service platform capable of handling high volumes of interactions across service stations, call centers, and eCommerce, without compromising performance or customer satisfaction. Disconnected experiences, duplicate efforts, and rising operational costs were creating growing pressure on the business.
Our All-In Solution
Cloudgaia partnered with YPF not only to implement technology, but to co-design the strategic architecture of a unified B2C Contact Center, powered by Salesforce Service Cloud. The project began with a deep diagnostic phase, mapping existing systems, data flows, and service gaps, before writing a single line of code.
The result: a fully integrated omnichannel experience that connects every customer touchpoint, service stations, call centers, eCommerce, and digital self-service, on a single intelligent platform.
Integrations with External Systems
Email-to-Case Automation
Intelligent Omnichannel Routing
Customer Self-Service Portal
Service Console
Advanced Reporting and Dashboards
WhatsApp Chatbot
Salesforce Solutions
- Salesforce Service Cloud
- Omnichannel Routing
- Customer Self-Service 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 impact was immediate and measurable. By unifying all B2C touchpoints on a single Salesforce platform, with the strategic architecture designed by Cloudgaia, YPF achieved results that speak directly to the metrics that matter most in large-scale customer service operations:
30%+
Increase in lead conversion
More customers reached, qualified, and converted through a frictionless omnichannel experience.
45%+
Improvement in customer retention
More intelligent routing and faster resolution times made each customer interaction more valuable.
75%+
Increase in Salesforce adoption and agent productivity
The unified console and automated workflows eliminated friction and empowered teams.
