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Pella Teams with Oracle on Customer Service Strategy

Christine Friscic
Product Manager, Oracle Service Cloud

its 90th anniversary, Pella Corporation, one of North America’s leading manufacturers of windows and doors,
continues to innovate its customer service strategy with flexible technology
solutions and a holistic, 360-degree view of not only direct customers, but
sales branches as well as field service operations. 

Teaming up with Oracle Service Cloud has enabled Pell to deliver consistent,
high-quality customer service experiences no matter how they engage
– whether through email, phone, chat, social media or even during
in-person appointments that happen at customers’ homes or businesses.

Using Oracle Service Cloud, along with Oracle Marketing
Cloud and Oracle CRM On Demand Sales, Pella can deploy service agents where
demand is growing and empower those agents with access to the entire customer
record at the moment the customer calls in, allowing them to view a complete
history of products owned, purchased, and serviced. Pella contact center agents and field
service technicians now have a unified picture of the company’s interactions
with customers, driving satisfaction and loyalty for both customers and
employees.  Not only does Pella successfully manage the entire
value chain with one central cloud customer service platform, but they also
have the tools to measure service performance.

Now, service agents and field techs are solving more
service issues on the first call than ever before – service agents may have one
8-minute call, versus two 6-minute calls. Also 75% of the time Pella has been able to solve a
particular customer service issue within the first 24 hours of it being

“Having these capabilities
provides an experience that our competition can’t deliver,” says Rick Hassman, CIO at Pella.

Hear about Pella’s
strategy for keeping up with rising customer expectations and growing communication
channels firsthand at the 17th Annual
Center Week Conference and Expo
, June 27-July 1, 2016. Arvin Pleima, Director of Customer Service and Logistics at Pella, will share more
on Pella’s success with Oracle Service Cloud in a session, titled “
a Differentiated Customer Service Strategy and a Unified Contact Center,

4:35 p.m. on the 29th.  

Not able to attend the
conference? You can learn more about Pella’s customer service strategy and its
partnership with Oracle in this
Forbes.com article.

Share Pella’s interesting
story and upcoming discussion socially:

Tweet This –

The secret to @Pella_News
#custserv success? A united #contactcenter & differentiating #CX w/
@OracleServCloud http://ow.ly/zcnW301nsEM 

.@Pella_News to share inside look into #custserv strategy
success w/ @OracleServCloud at #CallCenterWeek http://ow.ly/QsDD301nstT #cctr

Facebook Post This –

Pella shares their story
on building a differentiated customer service strategy and unified contact
center with @Oracle Service Cloud at Call Center Week! Join their session on
Weds, June 29
th at 4:30 p.m. http://ow.ly/vNGF301nrMZ #callcenterweek
#custserv #cctr #CX

Pella celebrates 90th
anniversary, and continued customer service innovation! Learn how @Oracle
Service Cloud enabled them to unite their contact center and deliver customer
service excellence
http://ow.ly/8eRf301ns91 #custserv #cctr #CX

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