A GrayMatter Smart Service Case Study

How GE Oil & Gas Saved Millions in Cash Flow: Innovating with Smart Service Strategies

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Significant cost-savings from reducing forecasting time by 74 hours per week


In 2014, GE Oil & Gas management wanted to improve the revenue capacity of its field service operation, which they were confident could be accomplished by streamlining operations and increasing the billable utilization of their 575+ field service engineers (FSEs).

They knew visibility could be created with a smart service platform, switching over from most engagements being handled using paper forms or whichever process was customary within a particular geographical region.

“No one likes to change,” said GE Oil & Gas Information Management Subsea Services Project Manager Lydie Victoire. “But to increase profitability, we needed our people to adopt this new way of doing field service.”

The solution was going digital, but in a completely customized way that allowed a set of field service functions for the initial project rollout to look a lot like the old paper-based process.

Going digital allowed them to:

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