Team recognized with a Gold and Silver Stevie® Award for delivering excellence in service and support and achieving an average client satisfaction rating of 4.8 out of 5.0
LAS VEGAS, September 3, 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 that its Global SAP Support Team has been named a Gold Stevie® Award winner for Customer Service Team of the Year in the 17th Annual American Business Awards® (ABA), and has also won a Customer Service Team of the Year award in the 15th Annual International Business Awards® (IBA).
Rimini Street Global SAP Support Team Continues Excellence in Customer Support
Rimini Street's Global SAP Support Team received a Gold Stevie ABA award and a Silver Stevie IBA award for Customer Service Team of the Year for their success in delivering ultra-responsive support to the Company's SAP ERP clients globally, regardless of the complexity of the issue. In 2018, the team closed nearly 10,000 cases, including some that were not previously resolved by the client, the software vendor, or the clients' other service providers, and achieved response times of less than five minutes on average across all P1 critical cases.
Also contributing to this recognition for Customer Service Team of the Year were the client satisfaction scores obtained by the Company's Global SAP Support Team. Client satisfaction remains at the forefront of each engineers' goals, with each team member focused on delivering a successful outcome and an excellent service experience for their clients. Out of more than 4,600 client surveys received, the support team for SAP products secured an average client satisfaction score of 4.8 out of a possible 5.0, where 5.0 is considered "excellent."
More Comprehensive Service Fills Gaps in SAP Vendor Support
According to a recent survey of SAP licensees conducted by Rimini Street, when asked about the value of SAP's support only 5% of all survey respondents stated that they felt the fees for SAP support were well worth the value they receive in return. Respondents cited several challenges with SAP's support, including "lack of support for customizations," "issues take too long to resolve," and "no new innovations or enough functional enhancements for what we are paying." "Lack of expertise or adequate knowledge to resolve issues" also topped the list.
With Rimini Street, support for all client customizations are included at no additional cost, and each client is assigned a Primary Support Engineer (PSE) with an average of 15 years' experience, who is backed by a global team of technical experts. Clients also benefit from the Company's average response time of less than five minutes for urgent issues, backed by a contractual service level commitment of 15-minute response times for all P1 critical issues.
In addition to providing expert support for licensees of SAP's software, the Company recently announced the global availability of its Application Management Services (AMS) for SAP, allowing clients to have Rimini Street run their SAP systems with a turnkey solution that integrates both application management and support services for SAP enterprise software. This unique solution provides even better overall support to SAP licensees, simplifies IT operation, helps free up resources to focus on innovation, and provides better overall value and business outcomes for SAP ERP clients.
"At Rimini Street, we continually evolve our industry-leading enterprise software support model to ensure we deliver the highest level of client value in the industry. Everything we do is oriented toward delivering the best service to our clients, allowing our clients to focus their attention on achieving strategic business goals, creating competitive advantage and driving growth," said Brian Slepko, senior vice president, Global Service Delivery at Rimini Street. "We are honored that our Support Team for SAP products has been recognized with two coveted Stevie awards for their collective focus and unwavering devotion to providing ultra-responsive support to our SAP ERP clients around the globe."