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Baker Hughes significantly increased productivity by eliminating the manual process, reduced costs associated with maintaining paper files, and streamlined their auditing process.
Baker Hughes, one of the world’s largest oilfield services companies, orders more than 1,500 vehicles per year through Donlen. It relies on Donlen to provide online tools and a high level of customer service to streamline the ordering and order tracking processes.
In addition to using FleetWeb®, Donlen’s online fleet management platform, to place and track orders, Baker also had an internal ordering process that involved routing forms to approvers before the fleet department could place the orders in FleetWeb. As the number of vehicle orders grew, Baker needed a more streamlined internal solution to increase efficiency and eliminate the paper forms.
"We wanted to go paperless, and I wanted my team to concentrate on being more proactive with our customers," said Brenda Davis, Commodity Manager for Baker Hughes. Davis approached Donlen's customer service management to discuss a customized ordering solution within FleetWeb that would meet Baker's goals of paperless routing and greater efficiency.
Donlen's customer service team is often involved in projects designed to add new functions and improve the customer experience. The team engaged Donlen's IT and Project Management Office (PMO) to develop a customized tool to streamline Baker Hughes's ordering process, including the approval workflow. As the primary point of contact, the customer service team became the conduit of information between Baker Hughes and Donlen's developers. "This was instrumental in moving the project forward," Davis said.
The Donlen customer service team listened to Baker Hughes’s requirements, helped to create a project strategy, and worked with Donlen’s internal IT and PMO teams to implement the project. As the project neared completion, the customer service team performed detailed testing to ensure it met Baker Hughes’s requirements. They also created user guides for training.
When the final ordering tool was rolled out through FleetWeb, Baker Hughes’s fleet team saw the difference almost immediately. They significantly increased productivity by eliminating the manual process, reduced costs associated with maintaining paper files, and streamlined their auditing process.
When you’re responsible for buying hundreds of vehicles per year, you need a fleet management services provider that can develop innovative, customized solutions that grow with you to meet your needs.
"We were pleased with the results," said Davis. "It exceeded our expectations."