Case Study: Pella Corporation gains a single view of customer interactions with Oracle Service Cloud

Pella Corporation Gains Single-View Insight into Agents’ and Technicians’ Customer Interactions to Improve the Customer Experience

Pella Corporation, a leader in designing, testing, manufacturing, and installing windows and doors, wanted an enterprisewide view of customer interactions across its two contact centers and 65 sales branches in the United States and Canada. The company needed to standardize its CRM environment across B2B and B2C operations and create a single platform to support consistent service across e-mail, phone, chat, and social media.

Pella implemented Oracle Service Cloud and integrated it with its legacy Oracle E-Business Suite environment to create a unified knowledge base and CRM system. With Oracle Service Cloud, agents and field service technicians can handle 25,000 monthly customer and partner interactions and quickly access asset, location, warranty, and purchase history details; Pella also expects to reduce handling time and lower costs, while Oracle Real-Time Scheduling is expected to improve service delivery scheduling by more than 60%, from 18 days to a target of 7 days.

Pella Corporation

Ryan Davis

Manager