Overcoming site accessibility and heavy volume of tickets,
Total IT Global delivered quality service for this
international oil and gas company

About the Client
One of the largest international oil and gas company.


Scheduled Visits & Dispatch Support

Number of

30+ sites in 4 countries, across APAC


  • Site accessibility was demanding, as refineries and production plants were in remote or challenging terrain areas.
  • Protocols were many and resources required strict multiple, enhanced BGV clearances, due to the sensitive nature of operations.
  • Arranging or coordinating travel was also a challenge because of the remoteness of sites.
  • This would also prove challenging when managing the stringent SLAs.
  • Safety training and kits had to be additionally arranged for each resource.

Solution & Visible Results

  • Resources were made available in such a manner that the site was never left unmanned, while also keeping in mind, the cost optimisation.
  • Total IT Global planned a solution with a judicious mix of resources, keeping in mind the capabilities required on-ground and their experience.
  • Of the 32 sites, 11 remote sites had heavy volume of incoming tickets where SLAs were accommodated with 100% adherence and availability of the resources on every required visit.
  • Resources were trained on all safety protocols and guidelines to ensure adherence to all regulations and compliances and enable seamless delivery of support.