Leading and Innovating the Software Support Market for Over a Decade
Since 2005, Rimini Street has led the independent support market with premium, next-generation software support services that are more robust than those included in standard vendor maintenance, delivered at half the annual maintenance fee. The breadth of features includes support for customizations, interoperability support and performance tuning. Additionally, every Rimini Street client is assigned a named, dedicated Primary Support Engineer (PSE) with an average of 15 years of experience in their respective applications and technologies, who works closely with a team of specialists to ensure every client support request is resolved 24/7/365. Rimini Street also leads the industry for enterprise software support service level commitments with 15-minute or less guaranteed response times for P1 critical cases.
Today, with support for 13 product lines and more than 900 employees around the world, Rimini Street has already helped nearly 1,900 signed global clients, including more than 160 of the Fortune 500 and Global 100, recognize immediate IT cost savings, benefit from premium-level support services and leverage their savings into innovations that drive growth and achieve business objectives – and in the process, Rimini Street redefined the enterprise software support industry. For these reasons, Rimini Street was named Most Innovative Tech Company of the Year by the American Business Awards.
Customer Support Excellence Once Again Recognized with Multiple Stevie Awards
The Global Support Department at Rimini Street earned the Stevie Award for Customer Service Department of the Year based on the ultra-responsive support provided to Oracle and SAP clients globally. Made up of hundreds of professionals who provide support to clients across 117 countries, Rimini Street’s Global Support Department is measured by client satisfaction surveys which provide feedback in several areas: level of knowledge, understanding of the issue, professionalism, responsiveness, effective communication, timely resolution and effectiveness of the resolution. In 2016, the department resolved over 19,000 very complex cases. During this time, the department averaged less than five-minute response times for critical cases and high-priority cases, and achieved client satisfaction survey results of 4.8 average out of 5.0 (with 5 being “excellent”).
Separately, Rimini Street’s Global Siebel Support Team was also recognized with a Stevie Award for Customer Service Team of the Year for reaching an important milestone in 2016 – achieving a near-perfect client satisfaction score of 4.96 out of 5.0.
Another Stevie Award was presented to group vice president of Global Support Craig Mackereth in the Customer Service Executive of the Year category. Mackereth oversees the development and manages delivery of Rimini Street support services. Under his leadership, Rimini Street’s turnover rate remained at single digits in 2016, while the average industry employee turnover rate is more than 25%. Additionally, his team closed 19,715 cases with under five-minute response times.
Rounding out the award wins, Rimini Street was also recognized for Product Management/Development Executive of the Year, Product Management Department of the Year, and Product Developer of the Year.
“Since 2005, Rimini Street has focused on developing and investing in innovative solutions that are reshaping the enterprise support industry and addressing the evolving needs of enterprise software licensees worldwide, and we are honored to be recognized for so many awards, including Most Innovative Tech Company of the Year,” said Seth Ravin, Rimini Street CEO. “Our focus and commitment to providing our clients with the most responsive, high quality support in the industry has never wavered, and I could not be prouder of our team for six consecutive years of winning these prominent awards for excellence in customer service.”
About the Stevie Awards
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 entries each year from organizations in more than 60 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.
About Rimini Street, Inc.
Rimini Street is the global leader in providing independent enterprise software support services. The company has redefined enterprise support services since 2005 with an innovative, award-winning program that enables Oracle and SAP licensees to save up to 90 percent on total support costs. Clients can remain on their current software release without any required upgrades for a minimum of 15 years. Nearly 1,900 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries have selected Rimini Street as their trusted, independent support provider. To learn more, please visit http://www.riministreet.com, follow @riministreet on Twitter and find Rimini Street on Facebook and LinkedIn.
Forward-Looking Statements
This press release may contain forward-looking statements. The words “believe,” “may,” “will,” “plan,” “estimate,” “continue,” “anticipate,” “intend,” “expect,” and similar expressions are intended to identify forward-looking statements. These forward-looking statements are subject to risks and uncertainties, and are based on various assumptions. If the risks materialize or our assumptions prove incorrect, actual results could differ materially from the results implied by these forward-looking statements. Rimini Street assumes no obligation to update any forward-looking statements or information, which speak only as of the date of this press release.
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