Business Wire

Rimini Street Honored with Multiple Customer Service Excellence Awards

8.3.2017 14:00 | Business Wire

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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 it has won three prominent awards recognizing the Company’s consistent outstanding service delivered to its Oracle and SAP clients worldwide. Rimini Street won two Stevie Awards for Sales & Customer Service including Customer Service Department of the Year and Customer Service Individual of the Year. This marks the sixth consecutive year the Company has been recognized with a Stevie Award for its premium level service. In addition, the Company was honored with a OnePlanet award for Most Customer Friendly Company of the Year.

Customer Support Awards and Achievements

Rimini Street’s Global Support team won the Stevie Award for Customer Service Department of the Year, and the OnePlanet award for Most Customer Friendly Company of the Year, based on its premium level, hyper-responsive support for its global Oracle and SAP clients. The Global Support team is made up of hundreds of seasoned professionals who have supported over 1,750 signed clients with operations in 117 countries across the Company’s 13 product lines.

Every member of the Global Support team, as well as the entire organization, is measured based on client satisfaction. Clients provide Rimini Street with feedback on the following areas: level of knowledge, understanding of the issue, professionalism, responsiveness, effective communication, timely resolution and effectiveness of the resolution. For the period July 1, 2015 – December 31, 2016, the Global Support team closed nearly 24,000 cases across 38 countries. The team achieved average response times of less than five minutes for Priority 1 (P1) critical cases and high priority (P2) cases, and achieved client satisfaction survey results averaging 4.8 out of 5 (with 5 being “excellent”).

Rimini Street’s third prominent win was a Stevie award for Customer Service & Contact Center Individual, awarded to the Company’s group vice president of Global Support, Craig Mackereth. Mackereth is responsible for developing and managing the delivery of Rimini Street support services. Since joining the Company, Mackereth has implemented numerous programs, processes, technologies and tools focused on assuring clients enjoy exceptional support experiences.

“Our Global Support team at Rimini Street is second to none and consistently delivers on our mission of world-class 24x7x365 support to our clients,” said Mackereth. “This award is much more about the achievements of our global team than it is about me, and I am proud to work with such a passionate, focused group of individuals committed to client service and success.”

The winners for the Stevie Sales & Customer Service Awards were honored at a gala dinner event on February 24, 2017.

Built From the Ground Up to Provide Ultra-Responsive, High Quality Support

Rimini Street leads the industry for enterprise software support service level commitments with its recently updated 15-minute or less response time for P1 critical cases and 30-minutes or less response time for P2 cases. Rimini Street’s Global Support team delivers excellence in customer service for every client with valuable services not included in standard vendor maintenance, including support for customizations, interoperability support, and performance tuning. In addition, every single client is assigned a named, regionally based Primary Support Engineer (PSE) with a minimum of 10 years of experience in their respective applications and technologies, who works closely with a team of specialists to ensure every client request is resolved 24x7x365.

“For more than a decade, our global client support teams have supported a diverse range of organizations from virtually every industry and region in the world, yet one thing remains the same – our laser focus and dedication to providing the most responsive, best in class Oracle and SAP support available in the market today,” said Brian Slepko, senior vice president, Global Service Delivery, Rimini Street. “As a company that is ‘Engineered for Support,’ our team works hard to solve the toughest problems. Craig’s award, in particular, is representative of the caliber of all our service delivery individuals, and we are pleased that our passion and commitment to delivering premium service to our growing family of Oracle and SAP clients has once again been acknowledged with these prominent awards for service excellence.”

About the Stevie Awards

The Stevie Awards are recognized as the world’s top honors for business development, contact center, customer service and sales professionals, focused on the achievements and positive contributions of organizations and working professionals worldwide. Stevie Awards competitions receive more than 10,000 nominations each year from organizations in more than 60 nations. Learn more about the Stevie Awards at www.StevieAwards.com.

About the OnePlanet Awards

One Planet Awards are an annual industry and peers recognition program honoring employees and Companies of all types and sizes in North America, Europe, Middle-East, Africa, Asia-Pacific, and Latin-America. For more information, go to www.oneplanetawards.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. Over 1,750 global Fortune 500, midmarket, and public sector 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.

Rimini Street and the Rimini Street logo are trademarks of Rimini Street, Inc. All other company and product names may be trademarks of their respective owners. Copyright © 2017. All rights reserved.

Contact information

Rimini Street, Inc.
Michelle McGlocklin, +1 925-523-8414
mmcglocklin@riministreet.com

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