Rimini Street reinvented the enterprise software support model to deliver a best-in-class support experience and save clients money. By focusing solely on support, Rimini Street provides client-focused expert-led support services for enterprise software that not only keep ERP and database systems running and in compliance, but also enable organizations to extract more value from those systems to help drive competitive advantage and growth. Many companies initially switch to Rimini Street for the savings provided, but quickly realize that there are many strategic reasons to partner for the long term. Below are some of the reasons that organizations select Rimini Street, in addition to cost savings.
A Trusted Support Partner, Focused on Client Success
Over the past 15 years, Rimini Street has supported over 5,000 clients, and saved them over $7B in total support costs. With a mission to help clients extract more value from their enterprise software, the focus is on making clients’ existing ERP and database implementations work for them for the long term and enable them to invest savings into innovation.
Rimini Street doesn’t have an agenda to sell more software or cloud migrations. The goal is for all clients to get more value from what they already have.
The third-party support market is growing and companies choosing this model today are in good company. Gartner recently predicted that third-party support for enterprise software will grow 200% to a $1 billion market by 2023.1 Today, Rimini Street has 86%1, 2 market share because clients trust that Rimini will deliver superior support, with a scalable model that helps them drive business results.
2 Rimini Street Q4 2019 earnings (announced 3/12/2020): $302 million - annualized recurring revenue reported - 86% market share
The client-vendor relationship should be a long-term partnership, focused on mutual success and respect. When the client is successful so is the service provider. For this reason, Rimini Street’s support model and support services are built with the client at the center. From the first day of onboarding, clients receive personalized, tailored service. As a result of providing clients such superior levels of service and responsiveness, Rimini Street client satisfaction ratings average 4.9 out of 5.0 across thousands of surveys measuring the quality of service received by clients following case resolution.
Traditional ERP vendor support models emphasize self-service, leveraging their knowledge base for issue resolutions. To get an experienced, knowledgeable engineer on the phone can be a challenge. Rimini Street clients are not required to self-serve. They have access to a named primary support engineer (PSE) that will respond to them in less than 10 min for P1 critical issues and have a team working on the issue right away.
Clients determine the prioritization for all issues, and Rimini Street PSEs work every case at the client’s selected priority without any required justification, including errors in mission-critical customizations.
This model delivers a best-in-class approach and puts the Primary Support Engineer in direct contact with the client, and closer to the issue to resolve. Because Rimini Street’s assigned engineers have an average of 20 years of experience, clients are supported by a deep bench of experts around the globe.
Rimini Street's AI Applications adds additional client value by helping quickly identify the best engineers to assign to a ticket, based on their expertise and experience. Since launch, this additional capability has accelerated case resolution times by an average of 23% by getting the right experts on the right issues, faster.
Rimini Street believes that comprehensive support should include coverage for anything that breaks in production, including custom code and integrations, along with strategic services that secure, future-proof, and extend the life of current ERP implementations.
Software vendors do not typically include support for custom code in their maintenance contract, which has proven to be one of the most valuable services Rimini Street provides to clients. In fact, on an annual basis Rimini Street supports over 30,000 cases. That actual case data shows that over 65% of all cases, and 85% of Priority 1 cases, filed with Rimini Street are likely not covered by the vendor maintenance model because the issues relate to custom code. Rimini Street supports mission-critical customizations, as if they were part of the standard, delivered product at no additional charge.
Fixes and personalized tax, legal, and regulatory updates are tested securely in a client environment to eliminate regression testing and minimize downtime.
In addition to this application coverage for clients, Rimini Street engineers have experience across multiple applications. This knowledge goes beyond a single product and can help resolve integration and interoperability issues across applications. Advisory services from dedicated security, interoperability, cloud, and functional roadmap specialists are included with all support contracts.
Traditional vendor patching models are considered by many to be dated and ineffective because they can be incomplete in protecting against all vulnerabilities, late to be published and slow to be applied due to the significant downtime, regression testing, and manpower often associated with applying vendor software patches. This means that enterprise systems are often vulnerable for months — sometimes even years.
Industry analyst and survey reports demonstrate that traditional software vendor security patching models do not mitigate all security vulnerabilities for all products that don’t require companies to be on the latest releases or a 6-18 month wait for the vendor to release a patch. Instead, security updates are delivered as soon as they are released, no critical patch updates or regression testing required.
To further support clients’ security requirements, Rimini Street support engineer and Global Security Services teams are staffed with product specialists and senior security professionals with extensive experience in enterprise software security. Teams of product engineers, CISOs, product strategists, and security engineers are available to serve the needs of our clients, including Fortune 500, highly regulated and high security-clearance clients such as nuclear power plants and defense contractors. The teams can advise on practical, secure and innovative options for a layered security strategy that can deliver faster, comprehensive and efficient protection without reliance on vendor patches.
According to Gartner, IT organizations spend up to 90% on their ongoing operations and enhancements, leaving just 10% of the budget for “business transformation”1 . This imbalance often prevents allocation to new technologies and innovations that support competitive advantage and growth.
This budget model is no longer sustainable, which is why so many companies are turning to Rimini Street. Rimini Street saves clients significant money on software support costs so they can redirect those savings into initiatives that drive business outcomes.
Rimini Street software support clients receive an immediate savings of 50% off their annual vendor support fees. However, when combining all other costs clients typically pay to maintain their ERP and database applications, such as support for custom code, costs to update and upgrade systems, and ongoing vendor support model inefficiencies, client data shows that clients report an average savings of 75% of their total maintenance costs compared to vendor support, with some clients saving as much as 90%.
Rimini Street is structured to deliver ultra-responsive, expert-level support to clients worldwide. Many clients run multinational and global businesses, with operations running somewhere in the world at all times. With a globally distributed workforce, including a service delivery team of nearly1,000+ FTEs, working across 17 countries, Rimini Street runs a true 24x7x365, “follow-the-sun” operation. The support infrastructure is built with overlapping time zones and clear hand-offs to maintain a high level of knowledge sharing on cases to accelerate resolution.
Operations are supported from 29 offices globally.