USA analytics . This has further allowed the business to better understand customer needs and requirements .
“ Throughout the building industry , when you start thinking about the experiences that a lot of people have with contractors , with delivery , with building materials , reliability plays in all of those touchpoints ,” comments Hassman .
“ Thus , through our data analytics , we adjusted our own customer processes for more communication on when we ’ re going to arrive , when the product ’ s going to be there and to step up and troubleshoot any issues . That is really what customer experience has become for us .”
Gaining deep insights Adopting a new ERP system , Pella has been able to centralize its core systems and integrate its data technologies , enabling it to remain competitive , create a seamless service and retain its position within the window and door market . By working at Pella for nearly 20 years , Hassman has witnessed how the industry has deepened its focus from building relationships , to investing in digital technologies to drive long term savings and allow for increased efficiencies .
“ There is a dependency on data , on ease of ordering , information being fed ,” observes Hassman . “ The whole service experience from a digital perspective is where the construction industry lags .”
Pella has developed a ‘ built-toorder ’ environment , overhauling its traditional systems which became unable to support the changes within
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