Through the Lens of a PaleoScanner: Benjamin Durot on Strengthening Support and Building Connections
Through the Lens of a PaleoScanner is our new monthly series spotlighting team members who shape our talent and culture from all corners of the business. This month's cover star is Global Customer Support Manager, Benjamin Durot.
Ben came on board in 2012, during the earliest days of Eliis, starting as an intern and quickly working his way up to head the Geoservices department as the company—and PaleoScan™—expanded globally. Today, he leads our Internal Knowledge Sharing Program and serves as Global Customer Support Manager—two pillars of how we connect with users and strengthen our collective expertise. In our latest Through the Lens of a PaleoScanner, we chatted with Ben to reflect on his journey, his role in shaping support at Eliis, and what it means to build a culture of shared knowledge from the ground up.
How does your role as Global Customer Support Manager help connect the needs of our users with the strengths of the Eliis team?
As the Global Customer Support Manager at Eliis, my role is to serve as a strategic link between our users and our internal teams (support and product). I'm closely connected to our global customer base, which allows me to capture valuable insights into their needs, challenges, and expectations in real-time.
One of the key strengths of our support team is our responsiveness. We prioritize fast, clear, and accurate communication, ensuring that users receive timely solutions they can trust. But beyond speed, we focus on quality. Our responses are thorough, technically solid, and tailored to each customer’s context.
Facing the support trends and feedback gives tremendous insights for our product and development teams. This ensures that our innovations and improvements are grounded in real user needs and that we remain proactive.
You’ve been with Eliis for nearly 13 years—how has the customer support landscape evolved since you first started?
Over the past 13 years at Eliis, the biggest change in customer support has been the tools we use. Our core mission, “building relationships, guiding users, and influencing product evolution” hasn’t changed, and I make sure every geoscientist lives by that motto. When I started, support was mainly via phone or emails, and screen sharing was limited due to “confidentiality” concerns and logistics. Today, most customers use MS Teams, making troubleshooting faster and easier. We’re also implementing AI tools, not to give more accurate answers, but to escalate questions faster to the right expert, so users get timely, knowledgeable support.
What does “support” really mean in the context of cutting-edge seismic interpretation software like PaleoScan™?
Support means more than solving immediate issues. It’s about helping users unlock the full potential of a robust and reliable application. We deliver guidance through complex workflows, unlock advanced features and tailor solutions to real geological challenges. All of this to build confidence but also to save time and money by streamlining processes and avoiding costly errors. The Team needs to be proactive, by sharing best practices and anticipating needs to enhance the overall experience
Can you share some interesting stats about Eliis’s support services—like response times, tickets handled, or user feedback?
We receive in average 400 messages per month, and the average first reply comes in about 3 hours and 4 minutes. I am proud of such responsiveness—and according to the customers, not only are we fast, we are knowledgeable and accurate.
Can you describe a moment when your team made a real difference for a user in the field?
I face this almost every day. In most of the companies, G&G teams are being downsized, yet expectations continue to grow. Thanks to PaleoScan and the creativity of our team, we're able to deliver accurate results more quickly, helping clients to do more with less.
You also lead our internal knowledge sharing efforts—why is that important in a fast-moving environment like ours?
I ensure that we stay up to date with new technologies and evolving workflows, which helps us better understand and anticipate our clients’ needs. I also make sure that our team fully masters the application we develop, so we can provide expert, high-level support. Staying true to our motto: “building relationships, guiding users”. We rely on a skilled, creative team that thinks beyond standard solutions. This mindset is what turns a regular customer into a satisfied, loyal partner who wants to engage more deeply with Eliis.
If you could describe Eliis in three words, what would they be?
Innovative. Empowering. Adaptability.
Eliis is an innovative company where human integrity and expertise matter. We believe that progress (both within a company and society) comes from empowering people to bring out the best in themselves. Eliis takes initiative and refines along the way.
Through the lens of a PaleoScanner, what keeps you inspired to solve problems and build connections every day?
I truly enjoy interacting with people and sharing my knowledge and expertise with both teammates and clients. It’s a two-way exchange where there’s always something to learn from each other. The geoscience community we’re part of encourages collective growth, open discussion, and continuous learning. Every interaction becomes a win-win, where both sides gain insight and move forward stronger together.