A fundamental tenet of support is that it’s there when you need it. In a time of unpredicted business disruption—whether it’s local, regional, or worldwide—you want to know that the people you rely on for enterprise software support are at the ready, able to diagnose and resolve issues 24x7x365 worldwide. While external factors can cause significant upheaval, a partner that helps you maintain business continuity amongst seemingly uncontrollable dynamics is vital for ongoing efficiency and effectiveness of your organization. At Rimini Street, we’re prepared, connected, and ready to help—without interruption.
Charting a course for delivering uninterrupted support during a time of business disruption is not new to Rimini Street. We built our operations to handle this—we are Engineered for Support™.
Our philosophy has always been to find the most experienced and talented engineers wherever they are and empower them with a network of people, processes, and technology that lets them collectively serve our clients in the best way possible.
We have sustained our ultra-responsive support operations through outbreaks of H1N1 (2009), MERS (2018), and natural disasters including hurricane Harvey that flooded Houston (2017) and impacted some of our employees and clients.
While the COVID-19 outbreak and subsequent “social distancing” mandates have put an unprecedented strain on organizations, Rimini Street is leveraging our inherent makeup along with numerous experiences over the past decade-plus in uninterrupted service and support to our global clients in the face of disruption.
Our teams of support engineers are empowered with sophisticated workflow tools and processes to keep the “resolution factory” running like a well-oiled machine.
With nearly 700 full-time employees delivering support and maintenance services, we have the breadth of expertise and fully redundant skills profiles needed to be ready when application-specific cases are reported.
Our support engineers span the globe, allowing us to run a true 24x7x365 operation with overlapping time zones and enabling infrastructure to maintain context for follow-the-sun issue resolution.
We created an innovative and secure global remote-connectivity infrastructure to keep our workforce online to serve our clients any day, any time, from almost anywhere in the modern world.
Uninterrupted support for your business continuity.
In this report, you will find dozens of insights around the challenges of pursuing digital growth while controlling costs. Among predictions and recommendations in the report: Prediction: “SaaS vendors foster application ecosystems to increase the availability of niche, add-on functionality, resulting in increased lock-in for existing customers buying from these partners.” Prediction: “Each year, support costs for legacy software increase, while the benefits gained from that support decrease, leading to more organizations seeking lower-cost third-party support options.” Recommendation: Enterprises that have identified applications that they do not yet wish to move to the cloud should evaluate third-party support as an alternative to direct vendor support in order to maintain high-performing, existing software Recommendation: Evaluation of third-party support as an alternative to vendor’s support in order to help fund future innovation while avoiding SaaS vendor lock-in and their increasing support costs This must-read from Gartner enables IT leaders and sourcing/procurement/vendor management personnel to identify the trends and impacts of pursuing digital transformation in tandem with cost control. Reference: Gartner, Inc. “Predicts 2020: Negotiate Software and Cloud Contracts to Manage Marketplace Growth and Reduce Legacy Costs.” December 18, 2019. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
As marketing, sales and product teams identify ways to achieve competitive differentiation, grow market share and increase customer loyalty, they often require new applications or services, which they expect to get from IT. Sadly, many IT organizations have committed the majority of their budgets to “keeping the lights on” expenditures, leaving them with little or no capacity to deliver on initiatives that could change the game for their organization. This is often because enterprises have ceded too much control to vendor-dictated technology roadmaps. Check out 12 real-world illustrations from IT teams who powered their Business-Driven Roadmap by moving to third-party software support from Rimini Street. This decision to get off the vendor-dictated model allowed them to redirect resources to innovative projects that dramatically changed business outcomes.
Adoption of third-party support for enterprise software is now mainstream. Independent research firm Valoir analyzed its growing acceptance, finding that demand is widespread — from cost-cutters to innovators to a variety of companies in-between. Even ERP vendors reluctantly acknowledge its utility as they focus efforts on the cloud. Independent, third-party support has evolved into a strategic portfolio management tool for enterprise applications, gaining broader strategic acceptance from its origins as a cost containment tactic. Valoir found that its versatility facilitates: Innovation around the edges of a mature, highly functional ERP system Maximizing value from existing investments Taking a measured approach to cloud evolution Digital transformation Tactically, independent, third-party software support helps CIOs save resources and keep IT teams engaged with new initiatives rather than routine support. Strategically, it helps CIOs meet business objectives, demonstrate value, and move to a Business-Driven Roadmap from one dictated by an ERP vendor. In analyzing third-party enterprise software support providers, Valoir specifically recognized Rimini Street for its: Breadth of knowledge and depth of support, featuring a Primary Support Engineer model Pure focus on independent, third-party support versus other IT or consulting services Track record of strong client relationships Value, service, price
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