GE Oil & Gas is leading service provider in subsea and offshore operations, with more than 45,000 employees delivering equipment, spare parts, repairs, engineering support, monitoring, diagnostics, and technical services to various subsea and offshore platform owners.
With such a large client base, GE Oil & Gas was looking to improve efficiency and cut costs through better reporting and forecasting, but didn’t have the proper data on the work activities of its field service engineers (FSEs) to do so.
In order to get better visibility into its field maintenance activities, GE Oil & Gas leveraged ServiceMax from GE Digital—a cloud-based field service management solution. By implementing ServiceMax, GE Oil & Gas was able to monitor field service activities in real-time and compare performance of its field services engineers. With this information, GE Oil & Gas decided to standardize its processes by replacing time-consuming, and often paper-based, field procedures with digital data-driven processes.
To ensure adoption among FSEs, GE executives worked with ServiceMax to customize the new automated process to be similar to the old one. This helped ease the learning curve for long-time subsea employees and made the transition to the new software much smoother. GE also enlisted in ServiceMax’s education services to train field service engineers, dispatchers, and frontline managers in skills such as reporting, forecasting, and billing.
With this process, GE Oil & Gas was able to better predict field service requirements while reducing forecasting time from 143 hours per week to 69 hours per week.
By standardizing field service operations across all five of its regions, GE Oil & Gas subsea employees are able to follow a consistent global standard throughout each customer engagement—covering everything from forecasting requirements to end-of-well reporting.
With this process, GE Oil & Gas’ Subsea Systems was able to better predict field service requirements while reducing forecasting time from 143 hours per week to 69 hours per week. Field service engineers also utilized laptops and smartphones to complete work order information and capture customer signatures on-site, even when the devices were offline. This mobile access helped boost productivity by significantly reducing the amount of time needed to process paperwork, improving its cash flow by millions of dollars year-to-year.