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BHGE Customer Story

Utilizing the right tools with the right people

CORPORATE OVERVIEW

BHGE

In 2016, GE Oil & Gas and Baker Hughes agreed to create a world-leading oil and gas services provider, resulting in Baker Hughes, a GE company. BHGE 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. BHGE and their Turbomachinery Services focus on bringing safer, more affordable energy to their customers, and ServiceMax helps do so.

CUSTOMER QUICK FACTS

Company:
Baker Hughes, a GE company (Turbomachinery Services)

Industry:
Oil & Energy

Size:
10,001+ employees

Headquarters:
Houston, TX

Website:
https://www.bhge.com/

“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, BHGE

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

Challenge

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 BHGE 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.

Solution

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 BHGE 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.

Results

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.”

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