Top U.S. manufacturer invests support savings into customer-facing digital initiative that has already contributed $120 million in revenue over the past two years
LAS VEGAS, November 30, 2016 – Rimini Street, Inc., the leading global independent provider of enterprise software support services for SAP SE’s (NYSE:SAP) Business Suite, BusinessObjects and HANA Database software and Oracle Corporation’s (NYSE:ORCL) Siebel, PeopleSoft, JD Edwards, E-Business Suite, Oracle Database, Oracle Middleware, Hyperion, Oracle Retail, Oracle Agile PLM and Oracle ATG Web Commerce software, today announced that NCI Building Systems, the leading manufacturer of metal buildings in the commercial and industrial markets in the United States, Mexico and Canada, switched to Rimini Street for support of its Oracle E-Business Suite systems. The switch to Rimini Street support in 2014 immediately saved NCI 50% on its annual maintenance fees and helped them avoid an expensive and disruptive forced upgrade to EBS R12. As a result, the company was able to invest its IT budget savings and freed up resources into the development of a new customer-facing eCommerce portal that has already contributed $120 million in revenue since 2014.
“Beyond the initial cost savings of moving to independent support, there are a lot of other benefits that may not be visible right away. Prior to Rimini Street, we used to spend at least 50-60 percent of our time working with custom code, logging tickets, trying to get responses back, and searching the Web trying to find answers,” said NCI EVP and CIO, Eric Brown. “Now that Rimini Street handles our support, we have the time and also the funds to drive strategic initiatives for the business. In fact, we were able to take the savings and invest in an online eCommerce site for our customers, and today that business segment is worth more than $120 million in revenue over the past two years.”
Beyond Cost Savings, NCI Drives Digital Transformation from Switch to Rimini Street
In 2009, NCI was charged with removing cost from its back-office systems. Brown determined that the software vendor’s support program was too expensive for the value received, inefficient in terms of responsiveness to issued tickets, and limited in scope as it did not cover the customizations NCI made to its EBS software code. Furthermore, NCI saw no business value in upgrading its existing EBS system due to lack of new functionality. Yet, the company wanted to retain the ability to upgrade its EBS 11i instances to R12 when it made sense for the business.
“I have the comfort of knowing that we can upgrade when we want to shift to an R12 instance because the company now has an archive that was created as part of our onboarding process with Rimini Street, including Oracle Database and EBS R12.1.3,” added Brown.
In addition to its ability to upgrade in the future, NCI receives support for customizations at no additional cost, and benefits from Rimini Street’s premium-level support services including 15-minute guaranteed response for Priority 1 critical issues, direct access to a named local Primary Support Engineer (PSE), and 24/7/365 support coverage.
“To me, Rimini Street is a trusted advisor, but more than that, they’re like family. They come in, sit down with us, and work with us to get to where we need to be strategically. And those same individuals on my team who used to spend the majority of their time on EBS support and maintenance issues are now engaged in working with new tools and products, and implementing systems that the business has wanted for many years,” continued Brown.
“For over a decade, Rimini Street has been helping organizations like NCI change the way they allocate their IT budgets and resources, enabling them to innovate, increase productivity and improve performance across the organization,” said Seth A. Ravin, Rimini Street CEO. “Rimini Street remains committed to innovating and investing in the growth of our independent support model to ensure that more organizations around the world can benefit from our premium-level, personalized enterprise software support services.”