Pella Corporation gains single-view insight into agents’ and technicians’ customer interactions to improve the customer experience
“It was clear from the beginning of our IT analysis that Oracle Service Cloud was the best choice for enhancing our customer experience.”
Business challenges
With two corporate contact centers and 65 sales branches across the United States and Canada—each with their own customer service agents—Pella did not have a company-wide view of its customers. The company looked to standardize its customer relationship management (CRM) environment across its business-to-business (B2B) and business-to-consumer (B2C) operations. Pella also wanted to create a single platform would allow it to scale across its North American operations and provide a consistent customer experience (CX)—across all channels, whether through e-mail, phone, chat, or social media.
Why Pella Corporation Chose Oracle
“Oracle Service Cloud is very agile and flexible, and it requires minimum IT support because we can configure the system ourselves.”
—Ryan Davis, Manager, Pella Corporation
Results
To achieve its goal, Pella implemented Oracle Service and integrated it with its legacy Oracle E-Business Suite environment. This comprehensive customer-service approach enabled Pella to create an integrated knowledgebase and CRM environment across its B2B and B2C business that yields improved customer service and insight.
With Oracle Service integrated with Oracle E-Business Suite, Pella's customer service agents and field service technicians can efficiently handle 25,000 monthly customer and partner interactions as well as easily retrieve customer information, such as asset (window or door) location, warranty information, and purchase history. Once fully live, Pella hopes to decrease handling time for customer and partner calls and e-mails, ultimately reducing costs. With a 360-degree customer view, Pella looks to deliver more targeted and personalized interactions with new and existing customers to support return business.
As part of a multiphase roll out, Pella Corporation went live with phase one—a 100 agent roll out—in March 2014. This first phase included computer telephony integration with the Cisco phone system, e-mail management, agent dynamic desktop, as well as Oracle E-Business Suite for customer and warranty information. These integrations provide Pella’s corporate contact center agents with a 360-degree view of customer information, which is necessary to enable a positive customer experience. In the next phase, Pella will roll out knowledge management capabilities to support consumer self-help functionality on its website, as well as centralized field service scheduling capabilities to support the business requirements of its Pella Dealer Sales Network (PDSN) by February 2015. Pella began the Oracle Service deployment in its company-owned PDSN subsidiaries in Seattle, Los Angeles, Dallas, and Chicago in May 2015. In the final phase, Pella will leverage Oracle Service for its independently owned PDSN locations, which should be complete by the end of 2016. This will enable Pella to create a consistent customer experience and leverage real-time scheduling capabilities to improve service delivery scheduling by more than 60%, from 18 days to a target of 7 days.
Partners
“We worked with Oracle partner Intelenex to integrate Oracle Service Cloud with our existing Oracle E-Business Suite, as well as to configure it. Intelenex has been a great partner because of its deep knowledge of Oracle RightNow solutions,” Davis said.