In the energy sector, responsiveness is just as critical as technical expertise. The quality of support provided to consultants on assignment makes all the difference.
To meet this challenge, Altea Energy is taking a new step forward with the deployment of a centralized consultant request management system integrated into its management platform.
Supporting consultants on assignment, whether in Algeria, Qatar, Mozambique or Europe, means being available on every front: timesheets, travel, HR documents, payments, and more. These varied and often urgent requests require responsiveness and coordination from Altea Energy’s teams, regardless of where the consultant is located.
“As Altea Energy continues to expand its operations worldwide and mobilize more and more consultants, the quality of support must evolve at the same pace. It is within this context that the centralized customer care project was born: a unified platform to receive, assign and resolve all consultant requests more efficiently. Our goal is to provide quick solutions to their issues so they can focus on what matters most: their assignment,” explains Pamela Bobillier, Transformation Director at Altea Energy.
The objective of the project is clear: structure the management of incoming consultant requests to guarantee responsiveness, transparency and a high-quality consultant experience.
The concept is simple, but the impact is tangible.
The consultant sends their request to a dedicated email address, which automatically creates a ticket within the platform.
The ticket is then categorized by topic (Payments & Timesheets, Travel & Logistics, HR, HSE, etc.) and assigned to the relevant department (Global Support, Finance, HR Algeria or HSE), which appoints a dedicated contact person (agent) within Altea Energy.
“The agent handles the request directly within our platform, and their response is automatically sent to the consultant by email within the original conversation thread, ensuring better traceability and eliminating the risk of lost information. A resolved ticket with no response from the consultant within 14 days is automatically closed. And if the consultant reopens the conversation after closure, a new ticket is automatically created to ensure no request is missed,” explains Pavel Veretennicov, Digital Project Manager at Altea Energy.
The project was launched in July 2025 with an initial pilot group of consultants, allowing the system to be tested and refined before large-scale deployment.
In February 2026, the system was officially rolled out to the entire Altea Energy consultant community.
From the very first months of operation, the figures have been encouraging:
“Among payment-related requests, the main concerns involve payment schedules, payment delays and expense reports. On the travel and logistics side, ticket bookings alone account for 84% of requests, a clear signal of how critical logistical responsiveness is for our consultants on assignment,” comments Pavel Veretennicov, Digital Project Manager at Altea Energy.
A satisfaction survey conducted in April 2026 revealed an average satisfaction score of 4/5, an encouraging result for a tool still in its ramp-up phase, and a solid foundation for achieving operational excellence.
The target is ambitious: reduce average response time by 50% through workflow structuring, AI integration and automated request routing.
True to its continuous improvement approach, Altea Energy has already identified the next features to be deployed:
These developments aim to make the system even more seamless, transparent and autonomous, enabling consultants to stay focused on their assignments.
“This project reflects a strong belief at Altea Energy: mobilizing the best energy experts also means providing them with smooth and reliable support, matching the level of commitment they demonstrate in the field. By centralizing and structuring request management from end to end, we deliver on our promise of responsive consultant support, wherever our consultants are in the world,” concludes Pamela Bobillier, Transformation Director at Altea Energy.
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Since 2008, Altea Energy has been supporting the global energy industry, selecting and mobilising thousands of consultants across more than 300 ambitious projects in the Oil & Gas, Nuclear and Renewable Energy sectors.
An international company headquartered in France, the Group relies on 12 offices worldwide and strong local teams. We mobilise consultants in more than 100 countries, with a strong footprint in Africa, Europe, the Middle East and South America, in full compliance with local laws and regulations.
With the acquisition of TEAM Energy in 2025, a UK specialist in technical assistance and engineering support since 1987, Altea Energy strengthens its presence in Europe, the Middle East and Asia, while further expanding its range of technical expertise.
