Baker Hughes Customer Story

In 2012, Baker Hughes realized they needed to optimize their operational efficiency for their field service department. They had no visibility into their data, or “the data was scattered among multiple places, like in emails, paperwork, excel sheets, or our other legacy systems,” Pavadai recalled.

“Our field service branches were using whiteboards to manage field service engineers and their availability,” so in order for Baker Hughes’ service managers to schedule a technician, they would have to search through technician’s competencies in one system, look at the whiteboards, and then plan accordingly.

This legacy process caused slow forecasting of service requirements, thus Baker Hughes knew this was an opportunity to make an improvement.

Baker Hughes already had Oracle and SAP as their strategic ERP platform, but they needed more than that. They needed something that would tie everything together.

With ServiceMax, the company is no longer using whiteboards, or maintaining multiple excel sheets and emails. “We have all of our data in one system—from availability to skill sets. With Advanced Technician Search, dispatchers can find the right tech and dispatch them,” Pavadai said.

Since implementing, Baker Hughes has seen an increase in team collaboration. “With ServiceMax being in the Salesforce platform, it gives us the visibility to the opportunity data. So, whenever a field service opportunity is created, the service manager has visibility into the sales data,” Pavadai explained. “Once the job is complete, the admin creates the order in ERP, and with the integration we have in place, we are avoiding data redundancy and data getting keyed multiple times into multiple systems.” Admin time has been reduced by over 50%.

This new process has enhanced the invoice cycling time, decreasing time to invoice by 90%. With a more efficient process set in place, Baker Hughes can now truly focus on their goal of inventing smarter ways to bring energy to the planet.