1. Oracle Service Cloud for Oracle E-Business Suite

2. 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. 2

3. Fiberglass Wood Pella’s Brands 3 By Pella® Pella® BRAND MATERIAL Encompass by Pella® Pella® 350 Series Pella® Impervia® Pella® ProLine Designer Series® Entry Doors Vinyl Architect Series ® Entry Doors …plus almost 90 years of vintage products

4. Customer Experience Journey I made a great decision …or not Service & Support: Makes or breaks brand experience

5. Call Center & Branch Locations Pella Call Centers Subsidiary Call Centers Pella Call Centers 90 agents B2B & B2C 500K calls/year 200K emails/year Sub Call Centers 45 agents B2B & B2C 150K calls/year 40K emails/year Independent Branches 135 agents B2C & B2B Independent Branches

6. Feature / Functionality Current Contact 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

7. Lessons Learned 1.Do your due diligence 7

8. Initial Implementation Planning 8

9. Updated Implementation Planning 9

10. Lessons Learned 1.Do your due diligence 2.“Phased” roll-out versus “Big bang” 3.Be prepared for plans to change 10

11. Oracle Service Cloud: Phase 1 Timeline 11

12. RightNow Phone & Email Integration 12 Customer UCCE Agent RightNow & Media Bar EMAIL PHONE CALL Customer

13. Oracle EBS Oracle Service Cloud: RightNow Technical Components Customer Create or Update Party & Contact Create or Update Contact RightNow Add-In SOAP-based web service Service Request Create / Update SR Create / Update Incident Asynchronous CPM SOAP-based web service Install Base Search Install Base Retrieve Install Base data RightNow Add-In SOAP-based web service Install Base Transfer Initiate Install Base Transfer Oracle Service Cloud: Interface Development 13

14. Lessons Learned 1.Do your due diligence 2.“Phased” roll-out versus “Big bang” 3.Be prepared for plans to change 4.Control scope: signed-off requirements 5.Take time over design 14

15. Oracle Service Cloud: Phase 1 Timeline 15

16. Lessons Learned 1.Do your due diligence 2.“Phased” roll-out versus “Big bang” 3.Be prepared for plans to change 4.Control scope: signed-off requirements 5.Take time over design 6.Involve users early and often 7.Some thing(s) will go wrong 8.Revolution not evolution 9.Business Super-users are key/ replace 16

17. DEMONSTRATION Pella Oracle Service Cloud Implementation: Phase 1 17

18. 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 18

19. Oracle Service Cloud: Next Steps Scheduling – Interface to Oracle Real-Time Scheduler Financial Integration – Interface to Oracle Financials Parts Ordering Integration – Interface to 3 rd Party software Historical Data Import – Data load tool Removal of EBS SR Integration 19

20. Oracle Service Cloud: Pella Interfaces 20

21. Lessons Learned 1.Do your due diligence 2.“Phased” roll-out versus “Big bang” 3.Be prepared for plans to change 4.Control scope: signed-off requirements 5.Take time over design 6.Involve users early and often 7.Some thing(s) will go wrong 8.Revolution not evolution 9.Business Super-users are key 10.Don’t be afraid to rework or replace 21

22. Questions? 1.Do your due diligence 2.“Phased” roll-out versus “Big bang” 3.Be prepared for plans to change 4.Control scope: signed-off requirements 5.Take time over design 6.Involve users early and often 7.Some thing(s) will go wrong 8.Revolution not evolution 9.Business Super-users are key 10.Don’t be afraid to rework or replace 22