in collaboration with

Customer Relationship Management for the Oil and Gas Field Services Industry
Transforming the Customer Experience Todays oil and gas industry faces production declines and reserve replacement alongside increasing exploration and production costs. With the expectation of further industry consolidation in the coming years, and as market and margin dynamics change in each region of the world, the Field Services Industry faces new challenges. Managing the customer experience is becoming increasingly important for the wide range of companies in the Oil & Gas Field Services Industry. If you are providing drilling services, support services such as completions, well logging, workover or geophysical services or you are an equipment supplier then knowing your customer is critical to your success. In many cases your systems are not integrated with other key

Success Stories

business applications. Chief among customer relationship management (CRM) concerns are: Implementing a company wide solution that covers Customer, Sales and Marketing processes Transferring pertinent information that resides in the minds and notebooks of your workforce to databases or processes. Focusing on the customer. Gaining the capabilities to gather and analyze real-time customer information, so that you are able to increase sales from customers. Gaining a single customer view for numerous people in multiple locations.

customer. With Capgeminis help, clients drive improved customer satisfaction, value and retention by transforming sales, marketing, and service processes. This includes: Implementing industry leading practices. Redesigning and/or consolidating contact processes. Implementing leading Microsoft Dynamics CRM, a leading customer relationship management program developed by Microsoft, a company with a proven track record in business management solutions. Designing and implementing customer portals to support sales and service processes. Creating and instituting effective pricing processes and Price Revenue Optimization.

Capgemini implements global wide solution for Petroleum Geo-Services. Benefits of the new solution include:

Targeting CRM opportunities that add real value to their daily work. Very close corporation between PGS and Capgemini. Early involvement of the end-users in the program. Right appointment of key users as ambassadors of the program and the solutions. Improving collaboration among employees working with customers.

Capgemini implements Dynamics CRM for StatoilHydro to improve efficiency and quality in business communication. Positive results include:

Increased business insight for the individual Increased quality in business communication. Saves lots of time in saving time when information is available all at one place. Saves time gathering information before meetings. Personal information about relationships becomes a company asset, and recruiting plus.

Capgemini Contributions To Customer Satisfaction In The Oil And Gas Field Services Industry With more than 10,000 consultants dedicated to energy, utility and chemical projects across Europe, North America and Asia Pacific, we bring industry-specific experience to address your business problems. Organizations in the oil and gas field services industry need a solution that is designed to help: Facilitate collaboration, providing information sharing and collaboration among team members. Develop profitable customer relationships, understand your customer ROI. Improve responsiveness to customers with constantly updated repositories of customer information.

Microsoft Dynamics CRM Oil and Gas Solutions Microsoft understands that oil and gas service companies often have difficulty focusing on the customer because there are no capabilities to gather and analyze real-time customer information. Capgemini and Microsoft Dynamics CRM offer solutions that make it easier for oil and gas companies to focus on the customer by: Helping multiple personnel in many locations interact with a customer while maintaining a consistent customer view. Keeping track of customer progress by providing access to dashboard views of customer and sales management information.

Listen to a customer testimonial by visiting: http://wm.microsoft.com/ms/norge/ video/dynamics/pgs-crm.wmv

Capgemini solutions that incorporate and are built around Microsoft Dynamics CRM help address the key challenges of the industrythe transfer of dataflow and how to focus on the

Customer Relationship Management

the way we do it

Consolidating information across and within the enterprise, which leads to improved customer service and lasting relationships. Streamlining installation with diagnostic tools that reduce setup time and help ensure a successful deployment of Microsoft Dynamics CRM. Allowing for easy customization to your business workflows by adding custom objects and activities, designing custom views for different users, and building business logic into CRM Providing mobile support that helps enable field workers to get instant access to customer data from the most popular portable devices, including laptops and mobile phones with web browsers.

providing clients with insights and capabilities that boost their freedom to achieve superior results. Collaboration is central to the Capgemini philosophy and a pillar of our service delivery. From strategy development through to implementation, clients benefit from our tailored approach. Working beside you every step of the way, we analyze your challenges and guide you through your transformation. Working closely with Sogeti for over 40 years and Microsoft for over a decade, the alliance provides a variety of solutions aimed at helping you make the most of your Microsoft investments. Regardless of industry, the Capgemini, Sogeti and Microsoft alliance can help you the challenges of the gas and oil industry head on and achieve competitive advantage faster.

Capgemini and Microsoft: Our partnership, your success At Capgemini, we understand customer relationship management (CRM). Everything we do at Capgemini revolves around our clients success. Our mission is to enable our clients to transform and perform through technology. Our vision is to lead by

Many prospects may prefer to stay the course with their current systems rather than endure the changes involved in a software upgrade. The sense of urgency is around this point: Your current customer relationshipmanagement software may be limiting your companys ability to meet your customers expectations and your business goals. Upgrade now to achieve your business potential.

Key Benefits

Promotes greater customer satisfaction and loyalty. Maintain product and service quality. Provides effective customer collaboration throughout the life cycle. Keeps the customer front and center by managing all customer-facing activities from one point. Offers automated routing, notifications, approvals, and escalations. Offers Web-based access and robust security features.

More information is available at: www.us.capgemini.com or e-mail mbsmarketinglead.nar@capgemini.com

Customer Relationship Management for the Oil and Gas Industry

www.us.capgemini.com

About Capgemini and the Collaborative Business Experience

Capgemini, one of the world's foremost providers of consulting, technology and outsourcing services, enables its clients to transform and perform through technologies. Capgemini provides its clients with insights and capabilities that boost their freedom to achieve superior results through a unique way of working, the Collaborative Business Experience. The Group relies on its global delivery model called Rightshore which aims to get the , right balance of the best talent from multiple locations, working as one team to create and deliver the optimum solution for clients. Present in more than 30 countries, Capgemini reported 2008 global revenues of EUR 8.7 billion (approximately US$12.74 billion) and employs over 92,000 people worldwide. More information is available at
www.us.capgemini.com.

Capgemini Contact: Carla Heimbigner North American Microsoft Alliance Manager Carla.heimbigner@capgemini.com Phone: (720) 493-9050

Microsoft Contact: Mark Krinhop National Business Development Manager mkrinhop@microsoft.com Phone: (612) 210-1100

Copyright 2009 All rights reserved by Capgemini.

MICROS090504DL_FLYR CRM for Oil and Gas