Pella Corporation is an innovative leader in creating a better view for homes and businesses by designing, testing, manufacturing, and installing quality windows and doors for new construction, remodeling, and replacement applications. A family-owned company, Pella has an 88-year history of innovation and, today, is the second-largest manufacturer of windows, patio doors, entry doors, and storm doors in the country. The company has 12 manufacturing facilities in United States and window and door showrooms across the United States and Canada.
“Our selection of Oracle CRM solutions was part of a journey that we began back in 2000. At that time, we mapped a course to create an enterprise infrastructure that would enable us to integrate processes, from lead generation, through manufacturing, to service. Only Oracle could deliver on this vision then, and today the company delivers an even stronger value proposition following numerous acquisitions, including Siebel and FatWire,” said Rick Hassman, director, corporate applications, Pella Corporation.
Pella took a multiphased approach to its CRM implementation and uses numerous Oracle solutions. For in-home sales lead management, it deployed Oracle Sales and Oracle Marketing, which it has integrated with a third-party quote system and Oracle WebCenter Sites. Information flows from Oracle Sales into Oracle Order Management to begin the production process.
The company runs Oracle CRM On Demand for contact management in its builder, trade, and national accounts channels, where maintaining strong, long-term relationships is critical―integrating the solution with Oracle Order Management and a third-party quoting system. It also recently deployed Oracle CRM On Demand Marketing for this same sector. Oracle CRM On Demand Desktop allows Pella’s sales users to manage opportunities and contacts in the Microsoft Outlook user interface, which has increased user adoption and usage.
Pella runs Oracle Contact Center and Oracle Field Service to schedule and manage call center, installation and service functions. Prebuilt integration with other Oracle E-Business Suite modules enables end-to-end visibility for service operations.
Continuing its CRM journey, Pella is preparing to roll out Oracle Install Base and Service Contracts. The company will use this module to drive new levels of efficiency into service operations with expanded insight into the products that customers have in place and their associated warranties. It will enable Pella to better schedule and stock parts for service calls, reducing the need for multiple technician visits.