Company earns four awards for delivering exceptional customer service
LAS VEGAS, September 10, 2019 – Rimini Street, Inc. (Nasdaq: RMNI), a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner, today announced it has been recognized with four 2019 Customer Sales and Service World Awards®, including gold awards for Milestone of the Year in the Customer Service category and Customer Service Outstanding Performance of the Year in the Information Technology Service category. Rimini Street secured additional awards for Customer Service Leadership of the Year and Customer Service Team of the Year – Front-Line in the Information Technology category. The Customer Sales and Service Awards program encompasses the world’s best in Sales and Service or Contact Center individuals, teams, departments, and achievements.
Company Recognized for Outstanding Customer Service
The Global Support Team at Rimini Street is focused on delivering ultra-responsive, high-quality service to the Company’s nearly 1,900 global clients. As part of the Global Support Team process, each action taken by a Global Support team member is recorded as a ‘Milestone.’ Milestones inform clients of the exact status of any case they have logged, allowing them to see the detailed progress from case inception to case resolution, and are delivered by engineers in local languages including English, French, German, Hebrew, Japanese, Korean, Mandarin, Portuguese, and Russian.
Rimini Street received gold awards for Milestone of the Year in the Customer Service category with the Global Support team delivering over 8,500 on-time milestones per week on a 24-hour clock. The team has designed and currently operates a system known as ‘Mission Control’ where the real-time progress of cases around the world are tracked by a team running 24-hours a day, 7-days a week ensuring that support is delivered on-time for 100% of the Company’s clients around the world.
Rimini Street took home a second gold award for the Customer Service Outstanding Performance of the Year in the Information Technology Service category. The Global Support team closed more than 29,300 cases with an average client satisfaction rating of 4.8 out of 5.0, where 5.0 is “excellent.” This client feedback loop provides a way to monitor client satisfaction and continuously improve client satisfaction.
In addition to the Company and support team awards, Craig Mackereth, group vice president, Global Support, was honored with The Customer Service Leadership of the Year award for training and leading his team to accomplish these outstanding results.
Global SAP Support Team Recognized with Award Win
Focusing on the customer experience is a key component to the success of the Rimini Street Global SAP Support Team, and over the past three years, this team has consistently achieved an average 4.8 out of 5.0 client satisfaction rating. This team also closed nearly 10,000 cases with an average response time of less than 5 minutes and, as a result, was awarded the Customer Service Team of the Year – Front-Line in the Information Technology category.
“We are committed to delivering best-in-class support for our clients and ensuring they receive the maximum value from their current software releases,” said Brian Slepko, senior vice president, Global Service Delivery at Rimini Street. “We are honored to receive this level of acknowledgment for our client service with these awards.”