1. Traci Scott – Pella Corporation
A CX Worthy of Your Brand Oracle Service Cloud / Oracle Field Service Cloud Service
CX Worthy of Your Brand: Oracle Service Cloud/Oracle Field Service Cloud Service [CAS1257]
In this session learn about Pella Corporation's journey to the cloud. See how Pella has leveraged the capabilities of Oracle Service Cloud and Oracle Field Service Cloud Service to deliver an outstanding CX.
Traci Scott – Pella Corporation

2. Introduction Traci L Scott Over 18 Years Pella Experience
Project Management
System Design/Configuration
Field Service Leadership
Continuous Improvement
Oracle Service Cloud Project Manager and OSC Lead Configurator

3. Pella Corporation Overview
Founded in 1925…celebrating 93 Years
Producer of Premium Fenestration Products
8,000+ Employees Primarily in North America
11 U.S. Manufacturing Locations
Private Ownership, Professional Management
Nine time Energy Star Partner of the Year recognition
70 Dedicated Sales Branches, Home Centers, Pro Dealers, International Branches, LuxeHome Showroom

4. Pella’s Service Centers
Toronto
San Francisco
Los Angeles
Phoenix
Portland
Billings
Casper
Albuquerque
Denver
Salt Lake City
Dallas
San Antonio
Houston
Ok. City
Omaha
Gr. Island
Hutchinson
Topeka
St. Louis
Kansas City
Little Rock
Minneapolis
Green Bay
Atlanta
Baton Rouge
Mobile
Des Moines
Waterloo
Detroit
Chicago
Seattle
Spokane
Syracuse
Rapid City
Bismarck
Jacksonville
Orlando
Pella
Corporate Service Centers
90 service agents
700K contacts/year
Subsidiary Service Centers
50 agents; 75 techs
150K calls/year
Independent Branches
145 agents; 265 techs
450K calls/year
1.3M Contacts per Year | 340 Techs; 300K Service Trips per Year

5. Customer Service Vision & Strategy
Provide industry leading customer experience; that is responsive, reliable and enables differentiation.
Strategy
Build a High Impact Customer Service Organization via:
Integrated IT
Direct Business Model
Organic-Channel Customer Communications
Dynamic Fulfillment Resource Capability
Building Capability to Achieve the Vision

6. Customer Experience Journey
RANDOM Experience
RELIABLE Experience
DESIRED Experience
Meets Expectation
Consistent
Customer Experience Journey: Its an Evolution not a Revolution

7. Customer Experience – Customer Loyalty
Disloyalty / Reason Not to Buy
Product
Quality
Desired
Brand
Service
Quality
Brand
Service
Service is Often the Highest Deciding Factor on Who NOT to Buy From

8. Understand Your Customers Journey
I made a great decision…
or not.
Understand the Customer Journey – Emotional Mindset & Needs

9. Customer Expectations for Service
Take OWNERSHIP of problems
CARE about my issues and proactively COMMUNICATE
Fix problems with URGENCY
“Reassure me that I made the right decision. Make it easy. Support me with professionals throughout the process.”
Greatest Emotion Around Issue Resolution: Effort Required

10. Customer Effort
“My favorite things in life don’t cost any money. It’s really clear that the most precious resource we all have is time.”
-Steve Jobs
Time is a High Priority in Business & in our Personal Lives

11. Today’s Consumer Expectations
Represent Me
Show Me
Understand My Needs
Understand What I Value
Earn My Trust
Make it Easy for Me
Know Me
Give Me More Value
Know My Products & History
Engage Me
Keep Me In the Loop
Reduce Effort – Know your Customer

12. Guiding Principle – Integrated 360o View
Seamless flow of information throughout the Customer Experience

13. “Before” Customer Interaction
B2C and B2B customers requesting service
800 Numbers
LOCAL PDSN BRANCH
SUPPORT CENTER
Too Many Handoffs & Communication Gaps

14. Problems to Solve $$ ?
Accessibility & Responsiveness
Information
Communication
Reliable Services Capability
Extended Lead-Times
Efficiency
Technology
Deliver Seamless, Responsive & Reliable Customer Experiences

15. The Agent Experience From Too many applications
Too many places to find Knowledge/Answers To
Processes that support and protect
Tools to streamline and empower
A Single Source of Knowledge
Taking care of your customers AND the people who take care of them

16. Future Customer Interaction Management
Integrated Multi Channel Customer Contact Centers
Centralized customer records & product service history
Local and corporate call centers leveraged as one single operation
Customer data shared and maintained across system-wide network
Single transparent contact point for customers
PDSN BRANCHES
360
B2C and B2B customers requesting service
PELLA CORPORATE
Oracle Service Cloud
Oracle Field Service Cloud
Build a High Impact Integrated Customer Service Organization

17. Customer Service Journey
2014
Implement OSC in Corporate Contact Centers
2015
Implement Oracle Field Service Cloud & Finance Integrations
2016
KB & Customer Self-Help Micro Site
2016
Rollout to Centralized Sales Support Team
2017
Customer Self-Help on Pella.com
2018
Retail Marketing Chat Support
Customer Experience Journey: Its an Evolution not a Revolution

18. Pella OSC Integrations & Key Functionality
Field Service Technician Mobile
Phone Integration
Installbase
SR Creation
Credits
Dashboards & Analytics
Management
Product & Warranty
TAX
PQM
Seamless & Secure
Credit Card Trans. Tax Calculation
Accounts Payable/Receivable & Cash
Oracle Master Customer DB
Fenestration Configurator
Order Service Parts
Track Expected Receipt
Simplified Scheduling
Efficient Tech Routing

19. Customer Service and Support Network
Address
History
Warranty Info
MANAGING ACTIVITY
Task Status
On Time Rate
Resource Utilization
Real-Time Product Quality
PRODUCT SERVICE
The technician goes to the service call location within the scheduled time slot & completes service ticket
DYNAMIC PLANNING & ROUTING
Locate customer
Assign technicians
Create optimal schedules and routes
TECHNICIANS
Location
Availability
Skills
INTEGRATED CALL CENTERS
Event Mgmt: Standard or emergency service calls
Multi Channel Support
Escalation Btwn Call Centers
On-line self help
Development of “A Real Time Customer Service Enterprise”

20. Oracle Service Cloud Benefits
Improved agent workflow
Reduced Applications
360o view of the customer
Improved TSF & Abandon call rates
Improved First Call Resolution
Integrated Call Centers
Quicker Onboarding of Agents/Branches
Integration with Customer Records and Install Base
Ease of Configuration & Access
Customer Portals
Knowledgebase
Agent & Team Metrics & Reporting
Automated Escalations & Escalation Workflow
Multi-Channel Integrated Support
Pella’s Business Strategy Supported by Oracle’s Cloud Strategy

21. Oracle Field Service Cloud Benefits
One centralized system
Simplified scheduling
Improved Technician Routing/Utilization
Eliminated Technician Paperwork
Real-Time Visibility of where the techs are and if they are running behind or ahead of schedule
Map views allow the Dispatcher to visualize the routes & make more informed decisions
Configurable optimizations provide a solution that feels customized by branch
Improved Information available to Technician
Mobile Access – Real time On/Off line capable
Dashboards & Metrics provide enhanced visibility of data that was previously unavailable

22. B2C Service Portal - Self Help Support Site
Launched in July Averaging near 20% Question Avoidance

23. Self Help & KB – Keys to Success
Make it Simple
Use Customer Terminology
Simple for customers to get to the information they are looking for
Create Knowledge
Top 20% - 100% right
Follow the create/review process
Don’t have to have all the Answers to get started
Utilize Agents
Expose KB to Agents
Utilize the Propose Answer Feature
Ask for Feedback

24. Customer Experience Keys
Reduce My Effort
Save Me Time
Communicate with Me
Deliver on Your Promise
Do What You Said You Would Do
Ensure your experience is reliable
CES is Not Just a Number
Measure Customer Effort & What Is Driving It
Understand your Customer’s Journey
Loyalty has more to do with how well you deliver on your promises than on how dazzling the service experience might be

25. “At the end of the day people won’t remember what you said or did, they will remember how you made them feel.”
-Maya Angelou

26. CUSTOMER PREFERRED COMMUNICATION
Getting Better On Our Journey To Modern
Primary Focus:
Reduce Effort
CROSSCHANNEL STRATEGY
GETTING BETTER
EASE OF DOING BUSINESS
Empower Customers to Do More Through Self Service
REDUCE REDUNDANCY
CUSTOMER PREFERRED COMMUNICATION
Provide Multiple Choices Of Channels
Innovate with Service to further Reduce Customer Effort
ORACLE ROADMAP TO MODERNTM