A satisfied user of SAP ECC 5.0, SIFLEX was looking to reduce IT operational costs, maximize system utilization and improve productivity. But high annual maintenance and support costs weighed heavily, and the company found vendor response slow or insufficient, forcing it to engage in significant self-support. Because SIFLEX had heavily customized its SAP solution to meet business needs, the vendor typically declined to respond to many issues. SIFLEX decided to search for alternatives to SAP support that would reduce costs and deliver faster, better service.
In choosing Rimini Street, SIFLEX wanted immediate access to expert engineers. Like all other Rimini Street clients, SIFLEX is assigned a primary support engineer (PSE) with more than 15 years’ SAP ERP experience. IT team members have taken note that service far surpasses SAP’s call-center support model. Rimini Street PSEs respond to all issues 24/7/365, delivering to an SLA in which response is provided within 10-minutes for critical issues. And SIFLEX has received rapid, customization-related response as well as an appropriate level of support across the board. In addition, SIFLEX has reduced annual SAP maintenance fees by 50 percent.
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