Leading OEM Cuts Service Time by 25% Using Atheer

Explore how a leading equipment manufacturer in the oil and gas industry transformed their service operations with Atheer, achieving ROI in just 4-5 months. By slashing administrative time from 40% to less than 10%, they streamlined their service processes and increased operational efficiency.

A leading oil field services company in the oil and gas industry uses Atheer to:

• Increase technician productivity and minimize administrative tasks
• Improve service quality and efficiency
• Reduce operational costs

Company size: 51 - 200 employees

Industry: Oil and Gas

Headquarters: Dubai

The Company

The leading drilling services company provides high-quality oil field equipment and services with over 15 years of experience. They offer reliable solutions and warranties to clients worldwide, supporting efficient operations for major contractors.

As one of the world’s leading equipment services companies, their team is trained to handle both new and legacy equipment. With a global reach, they deliver services for new build programs in Asia, SPS in Europe or the US, and rig down situations off Africa.

The Challenge

We spoke with one of the directors at the company about their experience with Atheer.

How did they discover Atheer?

They discovered Atheer as they sought to streamline their service operations for drilling equipment, driven by several critical industry challenges. The Director elaborates:

"We approached Atheer because we were facing inefficiencies in our service processes using pen and paper. Our technicians spent excessive time getting their work orders right and manual tasks like report writing, which was costly and time-consuming."

The need for a more efficient process became apparent as the industry's unique challenges made their current methods unsustainable:

"Given the high-risk nature of our industry, we face frequent employee turnover and uneven skill levels among hybrid teams. This results in recurring knowledge gaps and inconsistency in service delivery."

Furthermore, their technicians often work in remote locations with limited connectivity, which compounded the inefficiencies:

"Our technicians often work in remote rig sites with limited connectivity, making it hard to get help when needed. This led to extra site visits, longer project times, and higher costs."

The pressure to minimize time and costs was also a significant factor:

"When our technicians were on-site, the clock was ticking with hourly charges. We needed a solution to expedite report generation and improve overall efficiency to minimize costs."

They aimed to improve their service operations to the highest quality and consistency:

"We also wanted to innovate to have a competitive edge in our field. Atheer provided us with the tools to enhance service quality and efficiency, showcasing our commitment to cutting-edge solutions."

How were they coping with these challenges before Atheer?

Before Atheer, they struggled to manage their processes effectively:

“We didn’t really cope well. We tried to make it work with Microsoft Forms, but we couldn’t achieve the polish or refinement needed. The backend was complicated and required programming knowledge to write the digital work instructions correctly. We didn’t have the expertise to custom-build it. We needed a simple system with drag-and-drop functionality.”

The Solution

They wanted a single-pane-of-glass where technicians could receive digital work orders, seek remote assistance, and document the jobs efficiently.

Why did they choose Atheer?

After comparing different technology providers, including Atheer and its competitors such as Augmentir and Intoware, the Director noted:

“Atheer stood out due to its flexibility and white-labeling. Although the pricing was similar to most other providers, Atheer platform was the most polished and a better fit for our needs.”

What was the onboarding process with Atheer like?

Atheer's onboarding process is designed to be simple, quick, and hands-on, enabling clients to get up and running in weeks, not months. The director shared their positive experience:

“Everyone listened to our needs from the beginning and worked hard to provide all the features and customizations we needed. The engineering team was quick and hands-on. It took a couple of weeks to onboard and train everyone, and it was pretty simple.”

What Atheer capabilities does the OEM predominantly use?

The oil field services company uses Atheer in the following ways to streamline its entire Service Network Operations.

Digital Workflows

Transitioning from pen and paper work order management to digital work orders with Atheer has been a significant improvement for them. They automated reporting and compliance through integration with MS SharePoint. The company representative mentioned how it positively impacted their operational efficiency:

“Atheer greatly reduced our admin hours. Previously, it was about 60% manual work and 40% admin tasks. Now, admin work is less than 10%. This reduction in costs and increase in productivity positively impacted our bottom line.”

They developed 432 digital articles and 462 digital workflows on Atheer to support and guide the technicians, helping to drive down errors and increase work efficiency.

Remote Assistance

Working at remote rig sites and land sites with limited internet connectivity posed significant challenges for their service technicians. They were previously unable to provide timely support, leading to inefficiencies.

“In remote locations with no internet connection, Atheer’s offline work instructions and quick report generation were especially valuable. Using remote assistance helped the technicians get timely, accurate, and personalized support, reducing the repeat site visits, and indirectly, the travel costs and issue resolution time.”

The Results

When did you start seeing the ROI with Atheer?

The leading service provider started seeing ROI within the first 4-5 months of deploying Atheer:

“We started seeing ROI within the first 4-5 months. We deployed Atheer during a big job where we were servicing a large volume of the same piece of equipment. The admin labor to write job reports was eliminated immediately, as the technicians were using Atheer during the job. It generated the report immediately after completion and sent it to the customer without any delay, saving us a great deal of time.”

What tangible results have they achieved with Atheer?

The director summarized the impact:

“Atheer greatly reduced our admin hours down to 10%. This improvement in productivity helped us significantly reduce costs.”

“In remote locations with no internet connection, Atheer’s offline work instructions and quick report generation were especially valuable in reducing errors and resolution time. This greatly influenced our service quality and consistency.”

“We also received great feedback from our customers, and our CSAT improved, which we monitor through the Atheer platform.”

How did Atheer impact your operations over time?

The transition from pen and paper to Atheer brought about significant operational changes:

“We used to rely on pen and paper, like many companies. Atheer has completely changed the way we operate. Our projects are large, and creating documentation for all those projects was a nightmare. Atheer simplified our lives. Job orders and processes are automatically compiled into a report. There’s no confusion anymore. If it’s not on the platform, no one touches it.”

Why they recommend Atheer

They highly recommend Atheer for its ability to modernize and streamline operations effectively. The seamless integration of Atheer into their workflow was a pivotal step towards improving service operations:

"Atheer is a great fit for any service-centric company that wants to modernize and streamline their operations. Especially for companies that do not have internal resources to build their own tools, Atheer can help reduce costs significantly."

The user-friendly nature of the tool and its robust features convinced the company of its value:

"It’s a simple, polished, and powerful tool to consolidate everything in one place. I’m also excited about the AI and AR advancements in the product, especially the wearables."

Through Atheer, the leading oil field OEM and service provider has successfully enhanced its service quality and operational efficiency, gaining a competitive edge in its field.