Oracle Service Cloud for Oracle E-Business Suite

Oracle Service Cloud
for Oracle E-Business Suite
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
BRAND
Pella’s Brands
By Pella®
Architect
Series ®
Pella®
Encompass
by Pella®
Pella® 350
Series
Entry Doors
Fiberglass
Pella®
ProLine
Designer
Series®
Entry Doors
Wood
MATERIAL
Vinyl
Pella®
Impervia®
…plus almost 90 years of vintage products
Architect
Series®
Customer Experience Journey
I made
a great
decision
…or not
Service & Support: Makes or breaks brand experience
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
Pella Call Centers
Subsidiary Call Centers
Independent Branches
Feature / Functionality
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
Current
Contact
Center
Enhanced
Contact
Center
Oracle
Service Cloud
(RightNow)
Lessons Learned
1. Do your due diligence
7
Initial Implementation Planning
8
Updated Implementation Planning
9
Lessons Learned
1. Do your due diligence
2. “Phased” roll-out versus “Big bang”
3. Be prepared for plans to change
10
Oracle Service Cloud: Phase 1 Timeline
11
12
RightNow Phone & Email Integration
Customer
PHONE
CALL
Customer
EMAIL
UCCE
RightNow
& Media Bar
Agent
13
Oracle Service Cloud: Interface Development
Install
Base
Service
Request
Customer
Oracle EBS
Oracle Service
Cloud: RightNow
Technical
Components
Create or Update
Party & Contact
Create or Update
Contact
RightNow Add-In
SOAP-based web
service
Create / Update SR
Create / Update
Incident
Asynchronous CPM
SOAP-based web
service
Search Install Base
Retrieve Install
Base data
Install Base Transfer
Initiate Install Base
Transfer
RightNow Add-In
SOAP-based web
service
Lessons Learned
1.
2.
3.
4.
5.
Do your due diligence
“Phased” roll-out versus “Big bang”
Be prepared for plans to change
Control scope: signed-off requirements
Take time over design
14
Oracle Service Cloud: Phase 1 Timeline
15
Lessons Learned
1.
2.
3.
4.
5.
6.
7.
8.
9.
Do your due diligence
“Phased” roll-out versus “Big bang”
Be prepared for plans to change
Control scope: signed-off requirements
Take time over design
Involve users early and often
Some thing(s) will go wrong
Revolution not evolution
Business Super-users are key/ replace
16
17
DEMONSTRATION
Pella Oracle Service Cloud Implementation: Phase 1
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
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
19
Oracle Service Cloud: Pella Interfaces
20
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
Questions?
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Do your due diligence
“Phased” roll-out versus “Big bang”
Be prepared for plans to change
Control scope: signed-off
requirements
Take time over design
Involve users early and often
Some thing(s) will go wrong
Revolution not evolution
Business Super-users are key
Don’t be afraid to rework or replace
22