FONTERRA

SOCIAL CUSTOMER SERVICE FOR LEADING BRAND

Fonterra is a global dairy nutrition company owned by 10,000 farmers and their families.

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Industry

Food & Beverage

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Date

April 2013

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Services

Social Studio
Social Automate
Service Cloud

CHALLENGES

To achieve their objective of digital transformation in providing service to their customers, Fonterra needed to have the best customer service available. With their agents, their ability to do so at scale was difficult with their current tools.

WHAT WE DID

AFDigital worked with Fonterra Indonesia to enable Social Customer Service to aid their customer support agents to effectively handle issues and inquiries raised in their various social channels.

This included Service Cloud and Social Studio, allowing them to give the best service and quality content to their customers. Channels supported are Facebook and Twitter.

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