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