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!

Screen Shot 2016-04-11 at 5.54.10 PM

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.