UK oil and gas operator Texaco has selected Aberdeen-based SAP partner Absoft to provide support services for the SAP R/3 system which supports its North Sea-based producing activities. Texaco is the latest addition to the software company’s growing list of SAP support customers in the oil and gas sector.
The twelve month contract was secured following a successful trial period, and gives Absoft responsibility for comprehensive second-line technical and functional support, backing up Texaco’s own in-house team.
Through the deal, Texaco gains access to a comprehensive range of SAP skills at a highly competitive cost. Absoft’s Business Development Director Frank Park explains how it works: “We use a secure, remote connection which links Texaco’s system to Absoft’s support centre. Support staff are able to log on to Texaco’s system and diagnose and resolve issues remotely. In this way, costs are minimised – but the service is just as effective as if we were on-site, working alongside the users.”
Texaco initially opted for Absoft’s Bronze level remote service for a trial period, then upgraded to the highest level Gold service last month, tripling the amount of support hours available to them. The service goes beyond problem resolution to include consultancy, performance analysis and report development. Texaco are also able to call upon a limited amount of on-site services where appropriate.
“Absoft’s support service has made a considerable difference to us, proving to be both reliable and cost-effective,” said John Aldersey-Williams, Fiscal Manager of Texaco’s North Sea Producing Business Unit. “Absoft staff have already successfully addressed some complex SAP-related issues for us and, with their help, we intend to reap greater business benefits from our SAP system in the future.”
Absoft are clearly delighted with the take-up rate of their SAP support services. As Frank Park commented, “We have invested heavily in the technology required to offer clients cost savings in this area. We’re seeing more and more companies go down the remote support route – it works very effectively, whether the customer is based just a few miles away or halfway across the world. We’re pleased that the service has been so well-received at Texaco and look forward to developing our relationship over the long term.”
