Pella Teams Up with Oracle Service Cloud to Power A Differentiated Customer Service Strategy and Unified Contact Center
By Christine Friscic-Oracle on Jun 24, 2016
Celebrating 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 Pella 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 reported.
“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 Call 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 “Building a Differentiated Customer Service Strategy and a Unified Contact Center,” at 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.
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The secret to @Pella_News #custserv success? A united #contactcenter & differentiating #CX w/ @OracleServCloud http://ow.ly/zcnW301nsEM
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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 29th 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