Microsoft Infrastructure Optimization Customer Solution Case Study

Window Maker Optimizes Infrastructure to Increase Agility and Efficiency, Lower Costs

Overview “A centralized, up-to-date infrastructure gives us more Country or Region: United States Industry: Manufacturing— flexibility to move manufacturing to wherever it’s most Construction cost effective, without sacrificing rapid, personal Customer Profile information sharing.” Pella Corporation has been creating Jim Thomas, Director of IT Operations, Pella Corporation high-quality windows since 1925. Today, the Iowa-based company Pella Corporation has been a respected window and door maker makes a range of windows and doors and employs 9,000 people in 11 for more than 80 years. As its product lines expanded, locations across the United States. manufacturing plants multiplied, and competition stiffened, Pella

Business Situation found it difficult to promptly meet customer needs. The Making custom windows and doors on company made a strategic decision to optimize its entire IT strict schedules requires a constant flow of information, but the company’s infrastructure to create a more consistent, stable, agile information systems hindered, rather foundation on which to grow the business. Pella modernized than helped, this timely flow. desktop and server software with the latest Microsoft® programs Solution to boost productivity and simplify support, and installed the Pella overhauled and optimized its entire technology infrastructure, latest Microsoft management and security technologies to standardizing its desktop computers, centrally manage everything and help protect systems. As a servers, and management infrastruc- result, Pella has created an infrastructure that accommodates the ture on the latest Microsoft® software. latest innovations, improves communication and collaboration, Benefits increases technology reliability, and reduces costs across the  Increased business agility  Better communication board.  Improved IT effectiveness  Higher IT stability Situation efficiency, which were becoming Headquartered in Pella, Iowa, window increasingly important to Pella as the and door maker Pella Corporation has construction industry slowed and been creating innovative products since competition intensified. All Pella the mid-1920s. The company holds more windows are made to order, involving than 100 product and design patents for millions of material, size, and color products such as bay windows, clad combinations. As the company grew and casements and awnings, sliding French spread orders among a dozen doors, contemporary doors, and entry manufacturing locations, employees systems. In recent years, Pella has could no longer exchange this expanded manufacturing beyond Iowa to information as quickly as required to 11 additional locations across the United meet delivery deadlines. “We were taking States. It has also expanded distribution too long to track down and relay beyond its own network of distributors information,” Thomas says. “Our workers to the home improvement market by often could not exchange files because offering its products through retailers of the incompatible versions of the such as Lowe’s. Pella employs 9,000 Microsoft Office programs they were people nationwide. running.”

While Pella has proven adept at adapting Integrating acquisitions was painful and to changing market needs, doubling time consuming, because there was no revenues in the past eight years, technology baseline. Infrastructure management realized that the company reliability presented another challenge, could do more with its IT infrastructure causing employees to route business to speed information flow and meet processes outside the company’s customer needs faster. “Our IT computers. “Our technology consisted of environment was chaotic eight years a series of disconnected tools that did ago,” says Jim Thomas, Director of IT not always work together,” says John Operations for Pella. “We had no McConeghey, IT Manager at Pella standardization, no management tools, Corporation. “If anything, technology and no good virus protection. We had was a barrier to business success.” hundreds of desktop applications, because employees could install Solution anything they wanted. With no IT asset Even though the construction industry in inventory tracking, we had no sense of the United States had been in the what we had or what needed to be doldrums, Pella knew that it had to invest replaced.” Consequently, the Pella IT staff in its IT infrastructure to become a more spent nearly all its time responding to streamlined, effective, competitive emergencies and reactively fixing business. When Thomas joined Pella in problems, rather than proactively 2000 as the Director of IT Operations, he investigating new technologies. was chartered with gaining control over the company’s diverse technology The nonstandard infrastructure hindered holdings, setting a strategic direction, communication, collaboration, and and making technology a key business “WhetherWe could the not economy take enabler. “Whether the economy is strong company’s 5,000-plus client computers or weak, we have to provide IT systems to Microsoft Office Professional 2007 and isadvantage strong or of weak, the latestwe that allow our business to operate is in the process of migrating from the efficiently so that we can satisfy Windows® XP operating system to haveinnovations to provide if we IT didn’t customers better than the competition,” Windows Vista®. systemskeep our that core allow products our Thomas says. “Rapid information flow is critical to our success.” As Pella deployed Office Professional businessup to date.” to operate 2007, employees took advantage of Thomas decided that Pella needed to be numerous productivity features across efficientlyJim Thomas, Directorso that of IT we Operations, can Pella Corporation more strategic in both its product the suite. Favorites include the SmartArt® satisfy customers better purchases and its vendor relationships. graphics in the Microsoft Office “We realized that Microsoft was one of PowerPoint® 2007 presentation graphics than the competition.” our key vendors and that we needed to program, the integrated to-do bar in the strengthen that relationship,” Thomas Microsoft Office Outlook® 2007 Jim Thomas, Director of IT Operations, Pella Corporation says. “By forming a few strong relation- messaging and collaboration client, and ships, we hoped to create a simpler, the dramatically expanded data capacity stronger infrastructure; achieve greater of Microsoft Office Excel® 2007 consolidation; and gain insight into spreadsheet software. “All these features upcoming products so that we could help our employees work more better plan our own direction.” efficiently and save time throughout their day,” Thomas says. Keep Software Current Instead of keeping software as long as Facilitate Communication and possible, Pella decided to refresh Collaboration software regularly. “We could not take With its desktop computers up to date, advantage of the latest innovations if we Pella began rolling out timesaving didn’t keep our core products up to communication and collaboration date,” Thomas says. For example, if Pella software. It first upgraded its 400 server did not upgrade to Microsoft® Office operating system instances to the Professional 2007, many features in Windows Server® 2003 operating system Microsoft Office SharePoint® Server 2007 and is in the process of upgrading again would not work effectively. McConeghey to the Windows Server 2008 operating says, “We wanted to take advantage of system. It used Active Directory® service presence awareness across all our and Group Policy to organize and programs and the ability to post streamline the company’s domains and documents directly to SharePoint sites.” enforce strong passwords. It also Keeping software consistent and current standardized on Microsoft SQL Server® would also help Pella lower support 2005 data management software and is costs, because IT staff would support one gradually upgrading to SQL Server 2008 platform instead of many. to provide faster response to information searches on larger data volumes. Upgrade the Desktop With the strategic decision made to stay The company made Microsoft Exchange current, Thomas upgraded the Server 2007 e-mail messaging and “We use Microsoft collaboration software its companywide Office SharePoint Server 2007. “We can messaging platform to take advantage of incorporate more interactive features System Center security and productivity advantages. into our Web site for both retail and Pella was particularly interested in wholesale customers by using Office Configuration Manager Microsoft Exchange Server 2007 Unified SharePoint Server 2007 as our Web 2007 a great deal—to Messaging, allowing better integration of foundation,” Thomas says. voice messaging, fax messaging, text-to- make sure that we’re speech, and speech recognition Simplify IT Management and Secure technology, so employees can access e- Information licensed properly, to mail and voice mail messages, contacts, In 2004, Thomas brought in Microsoft deploy applications, and calendars from a range of devices. Systems Management Server 2003 to To enhance employees’ communications deploy software centrally, better manage apply security updates, capabilities, Pella is rolling out Microsoft desktop software, and track software Office Communications Server 2007, inventory. As Pella’s IT infrastructure and control client which provides presence, multiparty became more sophisticated and mission- computers remotely instant messaging, Web-based video critical, Thomas upgraded to Microsoft conferencing, and voice over Internet System Center solutions to give his staff from our service desk.” Protocol (VoIP). These flexible more tools with which to centrally communications capabilities are manage every aspect of the technology John McConeghey, IT Manager, Pella Corporation accessible from Microsoft Office infrastructure. programs and from third-party line-of- business applications. Pella is also “We use Microsoft System Center installing Microsoft Office Communicator Configuration Manager 2007 a great deal 2007 to help increase worker —to make sure that we’re licensed productivity by enabling workers to properly, to deploy applications, apply move smoothly between e-mail security updates, and control client messaging, instant messaging, and voice computers remotely from our service and video communications from within desk,” McConeghey says. “This program any Microsoft Office application. has been key to maintaining a lean staff in the face of growing infrastructure “Unified messaging integrates with our complexity.” e-mail, our Windows Mobile® devices, and our phone system,” McConeghey Pella also uses Microsoft System Center says. “Employees can call in from outside Operations Manager 2007 to monitor the office and have their calendar read to mailbox size in Exchange Server 2007 them or reply to a voice mail with an e- and SQL Server databases. The company mail message. It’s a big step in connect- uses the Microsoft Deployment Toolkit ing our far-flung employees and making to simplify the planning, testing, and us a more unified organization that deployment of Windows Vista and Office responds faster.” Professional 2007. To ensure always-on availability of its infrastructure, Pella uses To further enhance communication and the comprehensive security delivered by collaboration, Pella moved both its Microsoft Forefront™ client security intranet and its public-facing Web site to products. “Innovations such as into the company within 45 days, which To simplify the task of keeping its helps it give new employees faster access Office Communications infrastructure up to date and to save to corporate systems and integrate money, Pella signed an Enterprise Client disparate manufacturing, financial, and Server 2007 and Access License (CAL) Suite agreement. other business systems. Exchange Server 2007 The Enterprise CAL Suite brings together 11 of the latest Microsoft programs in A centralized, flexible IT infrastructure Unified Messaging the areas of compliance, real-time has helped Pella increase efficiencies collaboration, security, communication, throughout the business. “In 2001, we enhance our business by and desktop and server management. were primarily an Iowa-based company. making us more Today, we have 11 plants across the Benefits United States, but we still want to behave efficient.” By standardizing and optimizing its IT and share information as if we are all in infrastructure, Pella is able to deploy the one location,” Thomas says. “A Jim Thomas, Director of IT Operations, Pella Corporation latest productivity-enhancing centralized, up-to-date infrastructure applications, communicate and gives us more flexibility to move collaborate faster and more accurately, manufacturing to wherever it’s most cost lower costs, and deliver always-on effective, without sacrificing rapid, reliability. This agile, reliable personal information sharing. In good infrastructure helps Pella be an even times or bad, customers want to work more successful window and door with companies that are easy to work manufacturer. with, and poor information systems hinder that. As the economy improves, Increased Business Agility, Innovation we’ll be able to ramp up production By maintaining a current IT infrastructure faster than our competitors.” from the desktop to the data center, Pella can readily deploy the latest Better Communication and applications that enhance productivity Collaboration and business agility. “Innovations such as Using Exchange Server 2007 Unified Office Communications Server 2007 and Messaging and Office Communications Exchange Server 2007 Unified Messaging Server 2007, Pella employees can move enhance our business by making us seamlessly between desktop applications more efficient,” Thomas says. “The to exchange information quickly. For sooner we can deploy and absorb them example, if an employee in purchasing is into our everyday operations, the better working on an order and needs we can serve our customers. We enjoy information from a colleague, he or she greater collaboration between sales, can use the presence indicator in Office marketing, engineering, and all our other Communicator 2007 to see if the person departments.” is at their desk. The employee can send the colleague an instant message and An up-to-date, standardized IT even escalate the conversation to a infrastructure also makes it easier to phone call with a single mouse-click. The integrate acquisitions and thus continue individual gets the information to grow. Pella can now fold acquisitions immediately and finishes the document “I have been able to without losing hours waiting for returned in the face of tremendous company phone calls or e-mail messages. growth. Just two technicians cover keep desk-side visits 20 “Integration of all these communications 1,500 desktop computers spread over capabilities across our desktop software 1 million square feet of manufacturing percent lower than five suite delivers huge value for us,” space.” years ago, in the face of McConeghey says. “We can move  Application deployment. The IT staff information faster and meet tight uses System Center Configuration tremendous company delivery deadlines.” Manager 2007 to package and automatically distribute any growth. Just two Employees also share information faster application required by five or more technicians cover 1,500 by publishing documents directly to employees. “Without System Center SharePoint sites from their Microsoft Configuration Manager 2007, we desktop computers." Office applications. Posting documents would need two to three more on SharePoint sites decreases the technicians to handle software Jim Thomas, Director of IT Operations, Pella Corporation number of e-mail messages that deployment,” McConeghey says. employees receive, reduces mailbox “That’s an annual savings of $200,000. storage needs, and eliminates version- Also, using the Microsoft Deployment control confusion. Toolkit, we’ve reduced desktop imaging time by half.” The company’s window and door  Inventory and access. Pella now information has become more complex, knows exactly which applications it graphical, and collaborative, with millions owns, in what quantities. IT staff of possible combinations for each order. members can monitor hardware and Employees can now move information software life cycles so that they know about manufacturing capacity, inventory, when to retire aging equipment. This shipping schedules, delivery times, and reduces break-fix work and enables many other factors faster than ever to the IT staff to spend more time on new meet tight delivery deadlines. projects.  Messaging management. One Improved IT Effectiveness, Lower employee manages Exchange Server Costs 2007 for the entire 9,000-employee With the centralized management organization, versus two to four infrastructure, anchored by System employees required in similar-size Center Configuration Manager 2007, organizations. Pella has experienced tremendous  Content management. Using the efficiencies and savings in several areas: content publishing and management features of Office SharePoint Server  User support. The help desk staff can 2007, Pella users can manage their access computers and address own intranet and Web site content problems remotely. “As a without asking the IT staff to write manufacturer, we know that travel code. “We have moved the time is wasted time,” Thomas says. “I responsibility of managing Web sites have been able to keep desk-side visits from the IT staff to the users, which 20 percent lower than five years ago, saves money. We can also publish a lot “Our business has grown more data by limiting users’ answers about a consistent dependence on IT,” McConeghey says. infrastructure.” three-fold in the last “Our business has grown three-fold in Great Place to Work eight years, and we’re the last eight years, and we’re supporting Establishing an organized, efficient IT supporting it with exactly it with exactly the same size infrastructure has not only accelerated infrastructure team,” Thomas says. Using the business of making windows; it has the same size the Microsoft Enterprise CAL Suite made Pella a more enjoyable place to simplifies licensing and saves Pella even work. “We have very smooth IT infrastructure team." more money. “The Enterprise CAL Suite processes, and our staff likes working Jim Thomas, Director of IT Operations, makes it easier for us to manage our with the latest products,” Thomas says. Pella Corporation software holdings and ensures that we’re “It’s an important recruiting and in compliance with our licensing retention advantage, because we’re agreement,” Thomas says. “I don’t have located in an out-of-the-way place. I’ve to track assets individually, and we save a had the same team for eight years; significant amount of money over people like working here. That’s a nice licensing the programs individually.” bonus on top of creating a more dynamic, competitive infrastructure.” Higher IT Reliability Just as important as the ability to share documents and make better business decisions is the ability to deliver all these technology benefits with what Thomas calls “dialtone” reliability. “Information has to flow quickly, and it has to work,” he says. “We’ve stabilized our environment by keeping out rogue software and anomalies that impact performance and uptime.” By moving to a core infrastructure based on Microsoft solutions, Pella has reduced downtime and increased the stability of its key business systems. “Exchange Server 2007 failures are nonexistent,” McConeghey says. “We have moved our messaging reliability from three-nines to five-nines, eliminating 10 to 12 hours of downtime each year. Also, the number of calls coming into our service desk has remained flat while we’ve grown the business. We’ve done this by eliminating help requests for little tasks, such as converting files and recovering lost e- mail messages, and having predictable For More Information Microsoft Infrastructure Optimization For more information about Microsoft With infrastructure optimization, you can products and services, call the build a secure, well-managed, and Microsoft Sales Information Center at dynamic core IT infrastructure that can (800) 426-9400. In Canada, call the reduce overall IT costs, make better use Microsoft Canada Information Centre of resources, and become a strategic at (877) 568-2495. Customers in the asset for the business. The Infrastructure United States and Canada who are Optimization model—with basic, deaf or hard-of-hearing can reach standardized, rationalized, and dynamic Microsoft text telephone (TTY/TDD) levels—was developed by Microsoft services at (800) 892-5234. Outside the using industry best practices and 50 United States and Canada, please Microsoft’s own experiences with contact your local Microsoft subsidiary. enterprise customers. The Infrastructure To access information using the World Optimization model provides a maturity Wide Web, go to: framework that is flexible and easily used www.microsoft.com as a benchmark for technical capability and business value. For more information about Pella products and services, call (800) 374- For more information about Microsoft 4758 or visit the Web site at: infrastructure optimization, go to: www.pella.com www.microsoft.com/io

Software and Services − Microsoft Office Professional 2007  Microsoft Server Product Portfolio − Microsoft Office SharePoint Server − Windows Server 2008 2007 − Windows Server 2003  Microsoft Forefront − Microsoft Exchange Server 2007 − Microsoft Forefront Client Security − Microsoft System Center − Microsoft Forefront Security for Configuration Manager 2007 Exchange Server − Microsoft System Center − Microsoft Forefront Security for Operations Manager 2007 SharePoint  Microsoft Office − Microsoft Internet Security and − Microsoft Office Communications Acceleration Server Server 2007 − Microsoft Office Communicator 2007

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Document published September 2009