Superior support empowers Hearing Australia to free up resources and enable digital transformation
LAS VEGAS, January 21, 2020 – 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 Hearing Australia, the nation’s largest provider of government-funded hearing services, has switched to Rimini Street support for its mission-critical ERP system. Hearing Australia’s mission is to provide world-leading research and hearing services for the wellbeing of all Australians. The organization operates in over 600 locations across Australia, providing government-funded hearing services for children, young adults up to 26, Aboriginal and Torres Strait Islander people, pensioners and veterans. By switching to Rimini Street’s premium third-party support for its enterprise application footprint, Hearing Australia has freed up much-needed resources to enable the organization to undertake digital transformation initiatives.
Superior Support and In-Region Expertise Critical to Faster Resolutions
Hearing Australia was focused on freeing up resources in their IT department to be able to address more strategic initiatives, but the organization was also seeking a better support solution with faster response times.
“Since our move to Rimini Street, we are achieving resolutions in a matter of hours. They have been very responsive and timely, which has led to faster resolution of any issues with our E-Business Suite application,” said Andrew Bakhsh, chief technology officer for Hearing Australia. “Rimini Street has a dedicated team of support engineers in Australia who understand Australia-specific issues. For us, that was a huge reason as to why we moved to the Company in the first place.”
All Rimini Street clients benefit from the company’s flexible, premium-level enterprise software support model, including its industry-leading Service Level Agreement (SLA) of 15-minute response times for all critical Priority 1 cases. Clients are also assigned a Primary Support Engineer (PSE), backed by a team of technical experts, who have an average of 15 years’ experience in the client’s particular enterprise software system.
Bakhsh said the transition to Rimini Street did not affect the day-to-day running of the organization’s IT operations. “It was painless and professional,” said Bakhsh. “Ultimately the move came down to us minimizing our organizational risk. E-Business Suite is a critical application for our organization, and Rimini Street’s follow-the-sun support ensures we can achieve resolutions to issues quickly.”
“Organizations such as Hearing Australia are finding ways to both lower costs and to maintain flexibility in the development and deployment of business-critical applications,” said Emmanuelle Hose, regional general manager, Australia and New Zealand, Rimini Street. “With more resources available to them, Hearing Australia can look at new technology innovations to allow it to continue to provide innovative benefits to its community.”