Oracle Service Cloud for Oracle E-Business Suite

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Pella Corporation Overview

• Founded in 1925…celebrating our 89th Anniversary

• Producer of Premium Fenestration Products

• 7,000 Employees Primarily in North America

• Private Ownership, Professional Management

• Seven time Energy Star Partner of the Year recognition

• Earned the J.D. Power and Associates award for “Highest in Customer Satisfaction among Window and Patio Door Manufacturers” - 3 years in a row.

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Fiberglass Wood

Pella’s Brands

By Pella®

Pella®

BR

AN

DM

AT

ER

IAL

Encompass by

Pella®

Pella® 350

Series

Pella® Impervia

®

Pella® ProLine

Designer Series®

Entry Doors

Vinyl

Architect Series ®

Architect Series®

Entry Doors

…plus almost 90 years of vintage products

Customer Experience Journey

I made a great decision…or not

Service & Support: Makes or breaks brand experience

Call Center & Branch Locations

Pella Call CentersSubsidiary Call Centers

Pella Call Centers90 agents

B2B & B2C 500K calls/year

200K emails/year

Sub Call Centers45 agents

B2B & B2C 150K calls/year40K emails/year

Independent Branches135 agentsB2C & B2B

Independent Branches

Feature / Functionality

CurrentContact Center

Enhanced Contact Center

Oracle Service Cloud (RightNow)

Integration with Phone System (Screen Pops / Contextual transfers)

Ease of Access: Customer Information

Ease of Access: Install Base / Product Information

Improve Call Center Agent experience (Reduce number of tabs/screens to access)

Ability to support branch processes

Ease of Access – Knowledge Base information

Email integration / management

Chat integration, Social Media integration

Continuous improvement – screens / workflows / workspace easily customized by business

Ability to support 4 types of B2B customers

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Lessons Learned

1. Do your due diligence

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Initial Implementation Planning

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Updated Implementation Planning

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Lessons Learned

1. Do your due diligence2. “Phased” roll-out versus “Big bang” 3. Be prepared for plans to change

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Oracle Service Cloud: Phase 1 Timeline

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RightNow Phone & Email Integration

Customer UCCEAgent

RightNow& Media Bar

EMAIL

PHONECALL

Customer

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Oracle EBSOracle Service

Cloud: RightNowTechnical

Components

Customer

Create or Update Party & Contact

Create or Update Contact

RightNow Add-InSOAP-based web service

Service Reque

stCreate / Update SR Create / Update

IncidentAsynchronous CPMSOAP-based web service

Install Base

Search Install Base Retrieve Install Base data RightNow Add-In

SOAP-based web serviceInstall Base Transfer Initiate Install Base

Transfer

Oracle Service Cloud: Interface Development

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Lessons Learned

1. Do your due diligence2. “Phased” roll-out versus “Big bang” 3. Be prepared for plans to change4. Control scope: signed-off

requirements5. Take time over design

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Oracle Service Cloud: Phase 1 Timeline

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Lessons Learned

1. Do your due diligence2. “Phased” roll-out versus “Big bang” 3. Be prepared for plans to change4. Control scope: signed-off requirements5. Take time over design6. Involve users early and often7. Some thing(s) will go wrong8. Revolution not evolution9. Business Super-users are key/ replace

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DEMONSTRATION

Pella Oracle Service Cloud Implementation: Phase 1

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Oracle Service Cloud Benefits…So Far

• Improved customer experience• One centralized view of data• Email management• Faster onboarding of new agents• Valuable metric data• Leveraging Knowledge Base • Elimination of legacy systems

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Oracle Service Cloud: Next Steps

• Scheduling– Interface to Oracle Real-Time

Scheduler

• Financial Integration – Interface to Oracle Financials

• Parts Ordering Integration– Interface to 3rd Party software

• Historical Data Import – Data load tool

• Removal of EBS SR Integration

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Oracle Service Cloud: Pella Interfaces

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Lessons Learned

1. Do your due diligence2. “Phased” roll-out versus “Big bang” 3. Be prepared for plans to change4. Control scope: signed-off requirements5. Take time over design6. Involve users early and often7. Some thing(s) will go wrong8. Revolution not evolution9. Business Super-users are key10.Don’t be afraid to rework or replace

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Questions?

1. Do your due diligence2. “Phased” roll-out versus “Big

bang” 3. Be prepared for plans to change4. Control scope: signed-off

requirements5. Take time over design6. Involve users early and often7. Some thing(s) will go wrong8. Revolution not evolution9. Business Super-users are key10.Don’t be afraid to rework or

replace