Case Study: Pella achieves faster, more efficient customer service with OpenMethods

Multiple applications + multiple workflows = multiple headaches

Pella, a major door and window retailer, faced significant challenges as its customer service agents struggled with multiple applications and duplicated workflows. Agents had to toggle between Oracle Service Cloud and Oracle E-Business Suite to handle calls, leading to inefficiencies, conflicting data, and longer handle times. They needed to upgrade their systems and simplify complex processes for both customer requests and employee onboarding.

OpenMethods implemented its PopFlow and Dynamic UI solutions to unify Pella's disparate applications into a single streamlined workflow. This allowed agents to work solely out of Oracle Service Cloud, updating records in both systems simultaneously. The solution delivered a near-immediate return on investment, decreasing average handle time by 55 seconds, increasing agent effectiveness by 50%, and boosting both customer satisfaction (CSAT) and employee satisfaction (eNPS) scores.

Pella