Confidential Pella Corporation A CX Worthy of Your

Confidential : Pella Corporation A CX Worthy of Your Brand Oracle Service Cloud / Oracle Field Service Cloud Service Traci Scott – Pella Corporation

Introduction Confidential : Pella Corporation • 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 2

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, Luxe. Home Showroom Confidential : Pella Corporation

Confidential : Pella Corporation Pella’s Service Centers Corporate Service Centers 90 service agents 700 K contacts/year Subsidiary Service Centers 50 agents; 75 techs 150 K calls/year Seattle Spokane Billings Bismarck Portland Minneapolis Rapid City Casper Gr. Island San Francisco Denver Independent Branches 145 agents; 265 techs 450 K calls/year Pella Detroit Chicago Topeka Kansas City Hutchinson Los Angeles Phoenix Albuquerque Syracuse Green Bay Waterloo Des Moines Omaha Salt Lake City Toronto St. Louis Ok. City Dallas San Antonio Little Rock Atlanta Houston Baton Rouge Mobile Jacksonville Orlando • 1. 3 M Contacts per Year | 340 Techs; 300 K Service Trips per Year

Customer Service Vision & Strategy Vision 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 Confidential : Pella Corporation

Customer Experience Journey Confidential : Pella Corporation DESIRED Experience Meets Expectation Consistent RELIABLE Experience RANDOM Experience • Customer Experience Journey: Its an Evolution not a Revolution

Customer Experience – Customer Loyalty Product Quality Service Confidential : Pella Corporation Disloyalty / Reason Not to Buy Quality Brand Desired Brand Service • Service is Often the Highest Deciding Factor on Who NOT to Buy From

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

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

Confidential : Pella Corporation 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

Today’s Consumer Expectations Show Me Confidential : Pella Corporation Represent 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 • Reduce Effort – Know your Customer Keep Me In the Loop

Guiding Principle – Integrated 360 o View Confidential : Pella Corporation Seamless flow of information throughout the Customer Experience

“Before” Customer Interaction LOCAL PDSN BRANCH B 2 C and B 2 B customers requesting service SUPPORT CENTER 800 Numbers Email • Too Many Handoffs & Communication Gaps Confidential : Pella Corporation

Confidential : Pella Corporation Problems to Solve ? • Accessibility & Responsiveness – Information – Communication $$ • Reliable Services Capability – Extended Lead-Times – Efficiency – Technology • Deliver Seamless, Responsive & Reliable Customer Experiences

The Agent Experience Confidential : Pella Corporation 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

Confidential : Pella Corporation Future Customer Interaction Management • 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 Integrated Multi Channel Customer Contact Centers PDSN BRANCHES 360 B 2 C and B 2 B customers requesting service PELLA CORPORATE Oracle Service Cloud Oracle Field Service Cloud • Build a High Impact Integrated Customer Service Organization

Confidential : Pella Corporation 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 2013 -14 2015 -16 2018 Retail Marketing Chat Support Customer Experience Journey: Its an Evolution not a Revolution 2017 -18

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

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

Oracle Service Cloud Benefits Confidential : Pella Corporation • Improved agent workflow – Reduced Applications – 360 o 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

Oracle Field Service Cloud Benefits • • • Confidential : Pella Corporation 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

B 2 C Service Portal - Self Help Support Site Confidential : Pella Corporation Launched in July 2017 - Averaging near 20% Question Avoidance

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 Confidential : Pella Corporation

Customer Experience Keys Confidential : Pella Corporation • 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

Confidential : Pella Corporation “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

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