Employees of RigUp – Ashley Kus, Customer Success Representative

RigUp’s mission is to empower the men & women who power the world. Fulfilling this mission would not be possible without our stellar team.

Today RigUp is highlighting one of our hard working customer success team representatives, Ashley Kus.

What is your role at RigUp?

I’m a member of our Customer Success team.

What does a typical day look like for you?

Similar to the oilfield, I would say RigUp doesn’t have a typical day. It’s ever-changing depending on our clients’ needs. Most of my days include heading out to field offices or headquarters to demonstrate how RigUp can provide value to our clients and teaching folks how to use our platform so they can cut the paper-pushing and inefficient processes out of their work day and focus on what’s important.

Why do you enjoy working in the oil and gas industry?

I grew up in a small town on a farm, and later moved on to the automotive industry for a few years, and now I’ve found myself in oil & gas. It’s become clear to me that I have a passion to work alongside the people that I respect most, that are the hardest workers I know and aren’t afraid to wake up before the sun. Luckily for me, I get to work with those people every single day, whether I’m in the office downtown Austin or traveling through West Texas.

What are 3 words to describe RigUp?

Family; transparent; dedicated.

What do you enjoy most about your job?

I love that with my job I am able to be transparent and honest about what RigUp offers and what we can do to help. There’s never gray area or hidden details, it’s just straight-up, this is how we can make your life easier. I truly believe in what we do and that it’s better than anything out there, and that is what makes me excited to get to work each morning.

What is your proudest moment (or moments) at RigUp?

I’m proud of the relationships I’ve made the past nine months here. The people I talk with every day are truly a joy to hear from and it goes deeper than just the services that we provide.

Why do you recommend more people switch to RigUp?

Switching to RigUp goes beyond just making more money. RigUp is easier, faster, WAY more transparent, and I’m willing to argue – more friendly than what anyone else out there is offering.

Ashley is one of the many hard working employees at RigUp. The RigUp team agrees with Ashley, that we enjoy working here because we are “able to be transparent and honest about what RigUp offers and what we can do to help. There’s never gray area or hidden details, it’s just straight-up, this is how we can make your life easier.”

RigUp goes beyond just making more money. If you are working, click here to sign up and connect with a representative, like Ashley, to discuss how RigUp can help you.  If you’re looking for work, please sign up for a free account at RigUp.com

How RigUp is Silencing Skeptics with Industry-Leading, High-Efficiency Tech

Technology in oil and gas is a bit of a paradox.

While the industry is often stereotyped as change-averse or traditional and slow moving, it would be misleading not to acknowledge how much has changed in recent years. New seismic mapping technologies, horizontal drilling, fracking, robotics, and even solar technologies have all vastly altered the landscape of the energy industry.

The same factors that typically drive innovation — non-productive time, competition, and new capabilities in other industries — are all more present than ever before in oil and gas. In fact, new technology coupled with lower oil prices have exposed non-productive time in certain outdated, old-school business practices.

  • Pressure to drive down costs are increasing. Inefficiencies can’t hide under profits anymore.
  • Engineering operations have outpaced internal administrative systems
  • There’s not really a “shortage of labor”. Systems are outdated and the process is broken.

In an industry with volatile prices and unpredictable external factors driving supply and demand, cost management is crucial.

RigUp’s focus is managing labor market costs and providing scalability for exploration and production (E&P) companies, and oil and gas services companies.

Historically, the oil and gas labor market was fragmented, getting crews together was expensive and time-consuming, and variable labor costs were increasingly appearing as a top 10 category spend.  

Traditionally, E&P and services companies hired consulting firms and boutique agencies to manage contingent labor, e.g. contractors. These consulting firms would call around, looking for individual contractors when they needed to stand up a crew. Dispatching services were chained to a slow, time-consuming and expensive process.

The slow-cycle pain points became especially clear when shale took off. Frac jobs are often planned and started within a matter of weeks. Efficient labor sourcing and placement is a requirement.

Our current workforce inefficiencies scenario is reminiscent of the pre-Uber ridesharing market, or the vacation rental market before Airbnb.

Contractors and buyers are currently being forced into disparate agreements because the market is fragmented and often limited to who has executed the Master Service Agreement and who is on the Approved Vendor List. By aggregating oilfield service providers into one platform, RigUp helps facilitate a streamlined process for the industry – work with whoever, whenever.

RigUp’s marketplace increase transaction efficiencies for both buyers and sellers. On average, RigUp saves operators about 25% on variable labor costs, and we can help operators source and scale up to 3x faster than traditional methods. By using our industry-tested technology to place independent contractors, get them properly vetted, and get them on location faster, our users no longer need to dedicate precious time and money on outdated and error-prone human resourcing departments and consulting firms.

Contractor Compliance

RigUp sets a standard protocol for contractor compliance, making it safer to manage labor while maintaining a scalable flexibility.

Individual contractors are properly vetted on client specifications, and our proprietary platform tracks these requirements. Additionally, RigUp’s growing community provides social proof, similar to LinkedIn endorsements or Uber driver ratings.

On the flip side, contractors can make more money (they save a substantial amount from lower insurance costs), and they get paid faster.

We’re now the largest provider of these services to the market. Our next goal is to deliver an even better experience for both buyer and seller. The energy industry is at a tipping point, and RigUp is leading that push forward.

To learn more about how RigUp can help your company source and scale labor more efficiently, please visit RigUp.com.

Quantifying Customer Success

We recently posted a blog about our belief in customer success. But rather than just saying it, we asked people who had used our e-sourcing platform if they would share some feedback on their RigUp experience. The responses were overwhelmingly positive.

But it isn’t just exceptional customer support that encourages our users to keep using RigUp. The results they have achieved by using the platform speak for themselves.

One of our users, a medium sized mid-continent operator, has seen some great success on the RFQs they have executed through RigUp. From October 2015 to March 2016, this operator submitted a total of 69 RFQs to more than 600 unique service companies. On these bids, the cumulative total value is estimated to be $40mm. Bidding to that number of vendors is impressive on it’s own, but the engagement rates of the vendors was equally impressive.

Customer Success RatesThese rates reflect the dedication of our operations team who are constantly on the phones ensuring the best possible engagement. We have watched these rates improve as our team grows and becomes more efficient.

But RigUp adds value to more than just the bidding process. This operator provided us with an Approved Vendor List (AVL) of 1,000 service companies which we added to our database in less than a week. 

We prioritize processing our operators’ requests quickly and precisely, allowing them to work with maximum efficiency.

This is one of many success stories that we have seen from our users. We have noticed that any operator, regardless of size, benefits from RigUp’s e-sourcing and procurement tools. Make success a part of your story and join RigUp.

User Feedback Can Come from Anywhere

 

Enterprise software often forgets about the importance of listening to the user.

If you’ve ever worked at a large company, you can understand the frustration of being forced to use software that wasn’t designed with you in mind. I strive to challenge the myth that oil & gas software has to be a dreadful experience. But as a design team of one (for now), I have to balance the need for thorough user feedback with the need to iterate quickly and constantly.

I can’t do it alone – which is why our user feedback isn’t sourced from one team. Although every team comes with their own set of biases, they also each bring unique insight to our users that I can learn from.

For example, the customer success team represents the direct line to our users. They ensure our users are happy by addressing any issues that might arise.User Feedback GraphicSometimes we get feature requests for features that already exist. Questions begin reeling in my head –

  • Why was the user unable to navigate to this feature?
  • Did we educate the user on the existence of this feature?
  • Is the copy used appropriate? Is an industry term needed here?
  • Was the UI not apparent enough? Is it hidden in a dropdown? Does it need to be visible on load?
  • Does the feature we thought addressed this request actually address the underlying issue for the user?

From here, I can begin addressing the issue in my next design iterations.

Join Our Team
If you believe in the importance of user feedback in enterprise design, then you’d probably be a good fit for our team. We are always looking for team members to help us transform oil and gas into a safer and more efficient industry.

Customer Success is our Priority

With over $150 million per month in transaction volume on RigUp, our team is constantly helping customers with on-boarding, training, and new features. We care about our users’ experience, and prioritize their needs.

Whether you prefer to speak to someone via phone, email, or chat we’re always here to help. Have a question? In-app chat allows customers to speak with one of our success representatives in real time. We aim to respond in under two minutes – but in reality, our report shows we are a little quicker than that!

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But that doesn’t even take into account the number of phone conversations. Our small ops team is on the phones constantly, making sure that every one of the 1,000+ calls that we have in a week are helpful and customer focused. Our goal is to make thousands of our users happy every single day.

But don’t just take our word for it. Here’s a sampling of what our users – both E&Ps and service companies – have said about our dedication to their success.

Vine Oil & Gas QuoteSteward Energy Quote

Ulterra Quote

Coil Tubing Quote

One of RigUp’s key assets is a dedication to providing the best customer support possible. In fact it’s more than just customer support that we care about, it’s customer success – a dedication to giving our users the tools that they need to succeed. Jeff Bezos, the CEO of Amazon, says:

- Jeff Bezos, CEO of AmazonThat is exactly how we feel at RigUp.