Case Study: Global Energy Exploration and Production Company achieves $10M cost savings and major service-desk improvements with Pomeroy

Global Energy Exploration and Production Company - Customer Case Study

The Global Energy Exploration and Production Company, an independent global energy exploration and production company headquartered in the southwestern United States with operations in North America, Europe and Africa, faced pressure to rationalize operations after a global crude oversupply. Their incumbent, remote service desk was costly, lacked business knowledge for diverse field and corporate users, produced lost or escalated tickets and low end-user satisfaction, so they engaged Pomeroy to redesign their service desk and deskside support.

Pomeroy applied a CSI-driven redesign that established an on-site service desk as a single point of contact (re-badging and managing 20 analysts and technicians), implemented a Shift Left self-service model, automated access management, delivered business-knowledge training within 60 days, and introduced walk-up kiosks and executive white-glove services. The changes produced $10 million in cost reductions over five years, a 65% overall reduction in ticket volume (40% fewer password reset calls), a 40% reduction in escalated L3 tickets, a 67% reduction in access management time, and consistent end-user satisfaction ratings of 4.6–4.9 out of 5 — all delivered by Pomeroy.