Iowa-based window and door manufacturer Pella doesn’t simply manufacture its products—it sells them directly to its customers and offers service as well. Its employees must therefore have a good view of all the company’s interactions with those customers.
Pella has made this possible by integrating its Oracle Service Cloud with Oracle Marketing Cloud and Oracle CRM On Demand Sales, so the company not only can deploy service agents where demand is growing but also can make the entire customer record available to those agents at the moment the customer calls in, giving them access to the full history of products owned, purchased, and serviced. “Having these capabilities provides an experience that our competition can’t deliver,” says Rick Hassman, CIO at Pella.
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