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1 Julia Neary Fulfillment and Service Systems Manager, Customer Experience Team

Derrick Chin Sr. Manager, Knowledge Management & Quality Assurance, Consumer and Business Support Services

Pella Corporation Overview

• Founded in 1925…celebrating our 90th 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.

Pella’s Brands

…plus 90 years of vintage products

Vinyl Wood Fiberglass

By Pella® Pella®

BR

AN

D

MA

TE

RIA

L

Encompass by Pella®

Pella® 350 Series

Pella® Impervia®

Pella® ProLine Designer Series®

Entry Doors

Architect Series ®

Architect

Series® Entry Doors

Insynctive®

Smart Product

Seamless Flow of Information Throughout the Customer Experience

Guiding Principle – Integrated 360o View

Customer Experience Journey

I made a

great

decision…

or not.

Service & Support: Makes or breaks brand experience

Oracle Service Cloud Incidents

Call Center & Branch Locations

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

Oracle Service Cloud Integrations