Salesforce outsourcing service and joint service cloud implementation for the Oil & Gas industry

IBM is an American multinational technology corporation headquartered in Armonk, New York, with operations in over 175 countries. They help many important companies navigate through the difficult process of digital transformation.

This case study is considered one of the most outstanding Service Cloud implementations in the Oil & Gas industry, nominated at Salesforce Dreamforce 2018 as the largest and most successful FSL/Service Cloud implementation across industry.

Project overview


IBM is in charge of helping one of the biggest oil & gas companies in the world with their Digital Transformation journey. In order to achieve the project’s goals, IBM needed to partner with Nubessom, a trusted Salesforce company that increased IBM’s Salesforce resource capacity to work on several solutions development across the client’s organization.

With the joint efforts of IBM and Nubessom teams, an ambitious goal within the framework of the Operator Work Bench (OWB) project has been set to:

  • • Improve reliability and the efficiency of technicians and more importantly, the safety of critical tasks.

  • • Provide access to the latest EX rated mobile technology to access digitized core processes so that the client’s teams can execute work more efficiently and eliminate administrative pain among all regions.

  • • Integrate various platforms and services utilized by the team into a single application that could sync with other workstations and the central system.


Our Salesforce Managed Services helped integrate different applications and services, which included Service Cloud and Field Service Lighting. A robust and agile solution was created to schedule equipment checks, record parameters and flag early identification of potential failures.

The solution also allows data sharing with PI Vision enabling trending and analytics of the equipment status. This allowed the client not only to save time by eliminating paper and reduce waiting, but also reduced failures with early id, fix and fault mitigation.

With Nubessom Salesforce Managed Services, the client improved overall collaboration, increased efficiency, and modernized for the next generation. Simultaneously, we assisted IBM in expanding their Salesforce resource capacity to provide the necessary support for the end client.

This project involved a collection of various applications and services combined in one power mobile device, in which Salesforce was included.

Business value


Tasks completed in OWB

Operator WorkBench platform (OWB)


Time saved in business processes

By using a mobile and digital Solution

Salesforce solutions we used

Service Cloud

Field Service Lightning


Call Centre Automation

FSL Mobile

FS Scheduling


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