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
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
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