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Golden breakfast casserole with Land O'Lakes butter and cheese products on a marble surface.Building Efficient, AI-Powered Custumer Service for
Land O'Lakes

Improving service agent productivity across three
Land O'Lakes brands

Download the Full Success StoryLand O'Lakes, Inc. is a farmer- and retailer-owned cooperative with more than 100 years of history serving the food and agriculture industry. The organization operates across the agricultural supply chain through multiple business units, including Dairy Foods, Animal Nutrition, Crop Inputs and Seed, and Sustainability and Ag Tech.Land O'Lakes wanted to modernize customer service operations for its Nutra Blend, Purina, and WinField brands. Service teams relied on manual processes and disconnected systems that limited efficiency, visibility, and reporting capabilities. Customer service agents frequently switched between systems to complete requests, which impacted both agent performance and the customer experience.
"OSF Digital helped us modernize customer service across our Nutra Blend, Purina, and WinField brands by successfully implementing Salesforce Service Cloud Voice and integrating our voice operations into a single platform. The new solution has streamlined agent workflows, improved call routing and visibility, and enhanced the overall experience for both our teams and customers. Their expertise and collaborative approach were instrumental in delivering a smooth transition and measurable operational improvements."
Name
Title, Land O'Lakes
Text that reads 'BUILDING A SMARTER SERVICE PLATFORM' over a blurred background.
Text that reads 'BUILDING A SMARTER SERVICE PLATFORM' over a blurred background.
Land O'Lakes partnered with OSF Digital to transform customer service operations for its Nutra Blend, Purina, and WinField brands. To address their challenges, OSF Digital implemented Salesforce Service Cloud Voice and migrated customer service operations for all three brands onto a unified platform. The solution integrated AWS telephony, automated workflows, Al-powered features, and connected voice and SMS channels.By replacing legacy voice systems and manual processes with Salesforce Service Cloud Voice, the company gained a modern, Al-powered service platform that improved operational efficiency, increased agent productivity, and delivered a more seamless customer experience.
A breakfast spread with pastries, coffee, juice, fruit yogurt, and Land O'Lakes products.
A breakfast spread with pastries, coffee, juice, fruit yogurt, and Land O'Lakes products.
STREAMLINING SERVICE OPERATIONS ACROSS THREE BRANDS
20%REDUCTION IN CALL
CONNECT TIME
100+SERVICE AGENTS
ONBOARDED
LOWERCALL HOLD TIME
HIGHERAGENT PRODUCTIVITY
IMPROVEDSERVICE OPERATION EFFICIENCY
BETTERCUSTOMER EXPERIENCE & SATISFACTION
ADDITIONAL ENHANCEMENTS FOR
ONE BRAND
Beyond the core Service Cloud Voice implementation, OSF Digital delivered several enhancements tailored to Land O’Lakes' operational needs, including advanced call routing, agent visibility dashboards, direct agent dialing, inbound caller identification, AI-generated call summaries, and improved IVR experiences. These capabilities helped create more efficient service operations while reducing manual effort for agents.
Blueberry muffin with cream cheese, alongside fresh berries, bacon, and a cream cheese container.
Contact: OSF Digital
pr@osf.digital
1-(888)-548-4344
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