Enhancing Client Collaboration for Performance in the Oil and Gas Sector
Industry: Energy / Oil & Gas
Focus Area: Service model transformation, supplier integration
Key Outcome: Multi-year renewal secured with expanded scope
Region: Asia–Pacific, India focust
A multinational oil and gas company asked its real estate services partner to shift to a more integrated, performance focused model across APAC, with a particular focus on India. The goal was better collaboration and more predictable delivery.
The challenge
Fragmented supplier relationships limiting efficiency and consistency
A risk averse, entrenched organisational culture that resisted new ways of working
Fee abatements triggered by inconsistent KPI performance across markets
The relationship risk was growing while the client’s expectations were increasing.
What Michael did
As APAC Client Success Lead, Michael designed and led an internal consultancy style intervention to:
Assess relationship dynamics, performance trends and strategic alignment mid contract
Facilitate account wide workshops bringing the client and suppliers into a single operating rhythm
Clarify expectations, roles and interfaces between suppliers
Address resistance by working directly with key stakeholders on both sides
Establish simple routines for ongoing review, feedback and course correction
The work shifted conversations from blame to shared performance.
What changed
Reduced fee abatements linked to KPI performance
Increased net promoter scores across key accounts
Multi year contract renewal secured, with expanded service scope