Case Study: Pella Corporation achieves 98% faster resolution times and reduced call volume with Quiq Messaging

Pella Resolves Pane Points with Messaging

Pella Corporation, a leading designer and manufacturer of windows and doors with over 7,000 team members, 17 manufacturing locations and 200+ showrooms, needed to scale its contact center as sales grew and reduce long email response times. To modernize support for National Account Sales Reps and B2B customers, Pella turned to Quiq and implemented Quiq’s Messaging platform.

Quiq deployed SMS messaging and an integrated order status bot (connected to Pella’s order system) that can hand off complex chats to agents; agents now handle up to three simultaneous messages with average conversations of five minutes. The Quiq solution deflected at least 15% of phone calls to messaging, cut resolution time on SMS to about 8 minutes versus over 7 hours by email (a 98% faster response), and enabled faster in‑home closes and automated order lookups—delivering measurable efficiency and improved customer experience.

Pella Corporation

Traci Scott

Pella Corporation