Case Study: Pella Corporation achieves a 360-degree customer view and faster, personalized service with Oracle Service Cloud

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

Pella Corporation, a family-owned leader in designing, manufacturing, and installing windows and doors, needed to standardize CRM across two corporate contact centers and 65 sales branches to gain a single view of customers and deliver a consistent experience across channels (phone, e-mail, chat, social). The company sought a scalable solution to unify B2B and B2C operations, improve agent access to customer data, and support a better, more personalized customer experience.

Pella implemented Oracle Service (including Oracle Service Cloud and Oracle Field Service) integrated with its Oracle E‑Business Suite to create an integrated knowledgebase and 360-degree customer view. The rollout—starting with a 100-agent phase that included CTI, e-mail management, and agent desktops—now supports about 25,000 monthly interactions, enables quick access to asset, warranty and purchase history, and is expected to reduce handling time and costs, improve personalization, and cut service scheduling from 18 to a target of 7 days; the project was implemented with Oracle partner Intelenex.

Pella Corporation

Ryan Davis

Manager