A leader in the sustainable development and production of oil and gas resources, Weatherford provides innovative products and services that allow oil and gas companies to efficiently develop new resources and maximize recovery from producing oil reservoirs.

• Fragmented Service Desk Operations: Consolidating eight regional service desks into a single seamless operation was critical to eliminate inconsistencies, streamline workflows, and ensure uniform service delivery across a global organization.
• High Support Costs: Reducing operational expenses was essential. By automating processes and decreasing staffing needs, Weatherford saved over $300,000 annually, which significantly impacted on its bottom line.
• Scalability and Global Support Challenges: Operating in over 100 countries required a system that could handle diverse time zones, languages, and local nuances while maintaining efficiency and responsiveness at a global scale.

Airo partnered with Weatherford to streamline their global support operations by consolidating eight regional service desks into a unified platform. This new solution delivers seamless global support tailored to local needs, all powered by BMC Remedyforce.

• Efficient Incident Management: The platform manages over 26,000 transactions every month, capturing and automatically routing incidents for faster resolution. This automation has significantly reduced support costs and improved response times.
• Tailored Global Support: BMC Remedyforce ensures every incident is accurately tracked and assigned, providing exceptional service to Weatherford’s operations in over 100 countries. The solution accommodates diverse time zones, languages, and local requirements, delivering personalized support worldwide.
• Future-Ready Innovations: Airo is working with Weatherford to integrate advanced monitoring of oil rig sensors. This will allow the system to automatically generate and route tickets to the appropriate technician, ensuring proactive and efficient maintenance.

Airo’s solution brought significant operational and financial benefits to Weatherford:

• Cost Savings: Consolidating the service desk reduced staffing needs by two full- time equivalents (FTEs), resulting in annual savings of over $300,000.
• Increased Efficiency: One-third of incidents are now submitted through a self-service portal and automatically assigned, reducing call volumes and expediting troubleshooting efforts.
• Enhanced Productivity: Employees spend less time seeking support and more time focusing on assisting customers, driving improved customer satisfaction and operational efficiency.