Window to the Cloud

Oracle Customer Viewpoint—Pella Corporation

Window to the Cloud

Pella Corporation rebounds from the housing crash—and builds a new service model—in the cloud.

Pella logo

HIGHLIGHTS

Service Model Makeover

Pella Corporation is using Oracle Service Cloud and Oracle Field Service Cloud to help its service agents and field technicians respond immediately to shifts in demand.

71% fewer homes were built between 2005 and 2011, creating the worst housing crisis in US history
Vision

VISION

Turning the Golden Key

“We are looking to connect every part of the customer's experience and deliver a level of service that our competitors can’t.”

—Rick Hassman, Chief Information Officer, Pella Corporation

Strategy

STRATEGY

Door to the Future

“As we expand into new markets of homeowners, architects, and contractors, we are consistently improving our ability to deliver the best service possible. And that is exactly what the cloud is helping us to do.”

—Heidi Farmer, Corporate Public Relations Manager, Pella Corporation

Door to the Future
Transformation

TRANSFORMATION

Open Access

“When we start looking at how to connect all the branches together and having customer records accessible by everyone, we can start looking at how to optimize our resources and give our customers a better experience by having someone available when they call us.”

—Skip Barrick, Director of Order Fulfillment, Pella Corporation

TECHNOLOGY

Single Service Platform in the Cloud

Ryan Davis

“One of the advantages we saw with Oracle Service Cloud was the ease of integration with our sales, marketing, and customer-installed base systems.”

—Ryan Davis, Director of IT, Pella Corporation

ROI

ROI

Windows of Opportunity

“Since moving our service operations to the cloud, we’ve been able to solve 75% of our customer-service issues within the first 24 hours of their being reported.”

—Arvin Pleima, Director of Customer Service and Logistics, Pella Corporation

50% of customer service issues are now resolved on a single call