Baker Hughes is a full stream business, covering every segment of the oil and gas industry. Their upstream, midstream, and downstream solutions are utilized in over 120 countries and are helping customers leave a smaller environmental footprint. Specifically, their Turbomachinery Services provides proven solutions that optimize production, efficiency, and safety for a full range of semi-submersible platforms and floating production units. Baker Hughes and their Turbomachinery Services focus on bringing safer, more affordable energy to their customers.


Baker Hughes (Turbomachinery Services)

Oil & Energy

~58,000 employees

Houston, Texas


“We wanted something that was born with field service in mind. We chose ServiceMax because we wanted a cloud-first solution and ServiceMax is exactly that.”

Lorenzo Tanganelli
Senior Director, Turbomachinery Services, Baker Hughes

ServiceMax Customer Story: Baker Hughes, a GE Company, Turbomachinery Services


The Turbomachinery Services department of Baker Hughes deploys over 1,000 technicians all over the world, completing nearly 300 projects every day. These technicians are “responsible for supervising the job execution and the technical device. They are also responsible for making sure the job is performed in accordance with the company standard,” explained Raffaele Lauria, global field service leader. It is essential for Baker Hughes to equip their technicians with the tools to leverage their skills and expertise and complete their jobs. The team needs to make sure they’re sending the right technicians to the right job.


One of the first large projects Baker Hughes implemented with ServiceMax was the creation of a centralized repository that features complete project information including technician skill data and the type of documentation needed to work in each country. This serves as their “Single source of truth,” explained Tanganelli.

The other major function Baker Hughes utilizes is global dispatch console. Combined with the database of technician skills, dispatchers can dependably send the right tech to the right place at the right time.


Since their implementation, the Turbomachinery Services department has improved multiple key performance indicators like customer satisfaction. This can be credited to an improvement in technician efficiency and performance.

Internally, because of improved optimization of their workforce, this department has drove nearly $2 million in cost savings. “I would definitely choose ServiceMax again. It has become a de facto standard in our business. Everyone is using it. Everyone is familiar. Everyone is happy.”