IBM
Salesforce outsourcing and joint Service Cloud implementation for Oil & Gas
The challenge
IBM was leading the digital transformation of one of the world's largest oil & gas companies and needed a trusted Salesforce partner to expand delivery capacity for the Operator Work Bench (OWB) programme — improving technician reliability, efficiency and the safety of critical tasks across all regions.
Our solution
Our managed services teams integrated Service Cloud and Field Service Lightning into a single EX-rated mobile application, scheduling equipment checks, recording parameters and flagging early signs of failure, with data shared to PI Vision for equipment status trending and analytics.
Impact
- 100k+ tasks completed in the OWB platform
- 60% time saved across business processes
- Paper eliminated and waiting time reduced
- Nominated at Dreamforce 2018 as the largest FSL/Service Cloud implementation in the industry
Products & technologies used
Service CloudField Service LightningManaged ServicesCustom APIs
"I have been amazed at the high technical level of their developers, who have outstanding Salesforce knowledge, brilliant attitude, and great communication skills."
