Rimini Street Further Speeds Software Issue Resolution with Shortened Guaranteed Response Times
Rimini Street, Inc. (Nasdaq: RMNI), a global provider of business software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner, today announced that it has further enhanced its industry-leading service response guarantee for clients, at no additional fee. The new service level agreement shortens guaranteed response times for critical Priority 1 cases from 15 minutes to 10 minutes and for serious Priority 2 cases from 30 minutes to 15 minutes – further speeding software issue resolution. Rimini Street had previously shortened guaranteed response times for Priority 1 cases from 30 minutes to 15 minutes and Priority 2 cases from 2 hours to 30 minutes.
This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20200805005802/en/
Rimini Street Further Speeds Software Issue Resolution with Shortened Guaranteed Response Times (Photo: Business Wire)
Committed to Better Client Experiences & Outcomes
In May 2020, Rimini Street announced that it reduced software issue resolution times by 23% using its new award-winning, patent pending Rimini Street Artificial Intelligence Support Applications (AI Applications) developed by the Company’s Global Service Delivery Innovation Team.
Today’s announcement shortening guaranteed service response times builds on Rimini Street’s AI Application technology advances and provides an even better client experience when critical and serious issues require rapid resolution to get client systems back running smoothly, which is the ultimate desired outcome. The Company’s proprietary technology, optimized processes and innovative capabilities are additional examples of how Rimini Street is uniquely qualified as a trusted partner to deliver mission-critical support to its clients anywhere in the world, at any time and at scale.
Building Trusted Partnerships
With the new shortened response times, Rimini Street guarantees that an expert engineer, with an average 15 years of experience, will respond live and begin working a critical Priority 1 case within 10 minutes from case submission, and within 15 minutes for a serious Priority 2 case submission. In addition to lightning-fast response times, the Company is known for its exceptional average client satisfaction rating of at least 4.8 out of 5.0 (with 5.0 being “excellent”).
According to Forrester Research, customer service teams have difficulty creating emotional bonds with a customer when their organization focuses solely on digital and self-service in an attempt to improve the ease of service interactions and cut operational costs.1 While the service industry overall is going down the path of “deflection” and “self-service” including support portals that force customers to do their own research and issue resolution, offer no phone number to call for expert help, or offer no access to expert resources without meeting a long list of specific criteria, Rimini Street clients enjoy the ability to speak to a live expert engineer in 10 minutes if needed for a critical issue, any time day or night.
“Rimini Street takes ownership of the entire support experience. When we make a call an expert engineer is available to speak right away and works on our problem immediately which has been a refreshing change,” said Dave Jackson, chief information officer at Welch’s. “Our team is doing much less ticket and issue resolution tracking than we used to, and today we have the confidence to take on projects, such as our browser upgrade which we purposefully delayed when we were on vendor support. Welch’s traditionally views its relationships with technology vendors as partnerships, we don’t just enter into transactional relationships. With Rimini Street we know they will be a long-term trusted partner.”
Global Support at Scale
Rimini Street has nearly 700 full-time employee engineers in 17 countries serving its thousands of Fortune 500, Global 100, mid-market and government clients with a true “follow-the-sun” approach and global team service strategy. Rimini Street support engineers have specific application and technology experience that enables the Company to overlap skillsets to ensure optimal resource assignment for fast response and software issue resolution.
“As an award-winning, innovative and recognized global leader in enterprise software support, Rimini Street consistently sets the industry-standard for support responsiveness and resolution,” said Brian Slepko, executive vice president, Global Service Delivery, Rimini Street. “Our aggressive investments in technologies such as the Rimini Street Artificial Intelligence Support Applications, and our new shortened guaranteed response times for Priority 1 and Priority 2 cases, are examples of how we are continuously innovating to deliver the best support experience and outcomes for our clients.”
Rimini Street’s new guaranteed response times are effective immediately for current and new Rimini Street clients globally.
About Rimini Street, Inc.
Rimini Street, Inc. (Nasdaq: RMNI) is 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. The Company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomes. Nearly 2,100 Fortune 500, Fortune Global 100, midmarket, public sector and other organizations from a broad range of industries rely on Rimini Street as their trusted application enterprise software products and services provider. To learn more, please visit http://www.riministreet.com, follow @riministreet on Twitter and find Rimini Street on Facebook and LinkedIn.
Certain statements included in this communication are not historical facts but are forward-looking statements for purposes of the safe harbor provisions under The Private Securities Litigation Reform Act of 1995. Forward-looking statements generally are accompanied by words such as “may,” “should,” “would,” “plan,” “intend,” “anticipate,” “believe,” “estimate,” “predict,” “potential,” “seem,” “seek,” “continue,” “future,” “will,” “expect,” “outlook” or other similar words, phrases or expressions. These forward-looking statements include, but are not limited to, statements regarding our expectations of future events, future opportunities, global expansion and other growth initiatives and our investments in such initiatives. These statements are based on various assumptions and on the current expectations of management and are not predictions of actual performance, nor are these statements of historical facts. These statements are subject to a number of risks and uncertainties regarding Rimini Street’s business, and actual results may differ materially. These risks and uncertainties include, but are not limited to: the unknown duration and economic, operational and financial impacts on our business of the COVID-19 pandemic and the actions taken by governmental authorities, clients or others in response to the COVID-19 pandemic; catastrophic events that disrupt our business or that of our current and prospective clients; changes in the business environment in which Rimini Street operates, including inflation and interest rates, and general financial, economic, regulatory and political conditions affecting the industry in which Rimini Street operates; adverse developments in pending litigation or in the government inquiry or any new litigation; our need and ability to raise additional equity or debt financing on favorable terms and our ability to generate cash flows from operations to help fund increased investment in our growth initiatives; the sufficiency of our cash and cash equivalents to meet our liquidity requirements; the terms and impact of our outstanding 13.00% Series A Preferred Stock; changes in taxes, laws and regulations; competitive product and pricing activity; difficulties of managing growth profitably; the customer adoption of our recently introduced products and services, including our Application Management Services (AMS), Rimini Street Advanced Database Security, and services for Salesforce Sales Cloud and Service Cloud products, in addition to other products and services we expect to introduce in the near future; the loss of one or more members of Rimini Street’s management team; uncertainty as to the long-term value of Rimini Street’s equity securities; and those discussed under the heading “Risk Factors” in Rimini Street’s Quarterly Report on Form 10-Q filed on May 7, 2020, and as updated from time to time by Rimini Street’s future Annual Reports on Form 10-K, Quarterly Reports on Form 10-Q, Current Reports on Form 8-K, and other filings by Rimini Street with the Securities and Exchange Commission. In addition, forward-looking statements provide Rimini Street’s expectations, plans or forecasts of future events and views as of the date of this communication. Rimini Street anticipates that subsequent events and developments will cause Rimini Street’s assessments to change. However, while Rimini Street may elect to update these forward-looking statements at some point in the future, Rimini Street specifically disclaims any obligation to do so, except as required by law. These forward-looking statements should not be relied upon as representing Rimini Street’s assessments as of any date subsequent to the date of this communication.
© 2020 Rimini Street, Inc. All rights reserved. “Rimini Street” is a registered trademark of Rimini Street, Inc. in the United States and other countries, and Rimini Street, the Rimini Street logo, and combinations thereof, and other marks marked by TM are trademarks of Rimini Street, Inc. All other trademarks remain the property of their respective owners, and unless otherwise specified, Rimini Street claims no affiliation, endorsement, or association with any such trademark holder or other companies referenced herein.
1 Forrester Research: Customer Service Pitfalls: Six Missteps and How to Avoid them, January 22, 2019
Rimini Street, Inc.
+1 925 523-8414
About Business Wire
(c) 2018 Business Wire, Inc., All rights reserved.
Business Wire, a Berkshire Hathaway company, is the global leader in multiplatform press release distribution.
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
SES Advances Digital Transformation with Cloud-First Strategy, Expanded Agreement22.9.2020 21:00:00 CEST | Press release
SES today announced plans to significantly advance its digital transformation across its enterprise, operations and development of new services for the cloud-scale era. As a cornerstone of the strategy, SES signed a multi-year agreement with Microsoft to be an Azure Orbital partner as well as to accelerate and expand the use of Microsoft Azure across its operations and jointly develop cloud-based video and data connectivity managed services. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20200922005930/en/ SES Advances Digital Transformation with Cloud-First Strategy, Expanded Agreement (Photo: Business Wire) As an Azure Orbital partner, SES will be co-locating and managing O3b mPOWER gateways with Microsoft Azure locations so its customers are always only “one-hop” away from their Azure cloud services anywhere in the world. In addition, SES customers will enjoy improved network performance, speed-to-market, flexibility and sc
SES Becomes Microsoft Azure Orbital Founding Connectivity Partner22.9.2020 21:00:00 CEST | Press release
SES today announced it has joined as the medium Earth orbit (MEO) connectivity partner for Microsoft Azure Orbital, Microsoft’s new managed service enabling network operators to communicate and control their satellite capacity, process data, and scale their operations directly within Azure. The integration is part of a multi-year agreement between the two companies that accelerates and expands SES’s use of Azure to significantly advance the digital transformation of the company’s services and operations as part of its cloud-first strategy. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20200922005927/en/ SES Becomes Microsoft Azure Orbital Founding Connectivity Partner (Photo: Business Wire) As pioneers in Microsoft’s new cloud ecosystem in space, the two companies will make joint investments in Azure Orbital ground stations that SES will deploy and manage for the MEO and Earth Observation segments. The first MEO and Earth Obs
Workiva Wraps Up Amplify 2020: Global Conference Transformed into a Virtual Experience for Over 6,000 Attendees Across 60 Countries22.9.2020 18:13:00 CEST | Press release
Workiva Inc. (NYSE:WK), the company that simplifies complex work, wrapped up its largest annual conference, Workiva Amplify, following three days of incredible virtual experiences. More than 6,000 attendees from over 60 countries participated in 42 customer, partner and Workiva led sessions focused on solving the universal challenges of data, process and reporting complexity. “This year’s record attendance at Amplify underscores the importance that organizations have placed on utilizing cloud platforms to enable greater transparency, instill trust and streamline processes,” said Workiva CEO Marty Vanderploeg. “We are proud that Amplify continues to be a place where our customers can access innovative technology and insights that help them confidently move their organizations forward.” Workiva Amplify 2020 Highlights include: Trust in an Age of Transformation The Amplify general session featured Workiva leadership and customers who highlighted the need for stability and experience when
OCP Announces Date of Second Quarter and First Half 2020 Earnings22.9.2020 18:10:00 CEST | Press release
OCP S.A. (“OCP” or the “Company”), a global leader in the fertilizer industry, will release its second quarter and first half 2020 results on Tuesday, September 29, 2020. The results will be available to holders of the Company’s bonds, qualified institutional buyers, securities analysts and market makers on the OCP Intralinks portal from 9:00 a.m. EDT, 2:00 p.m. Morocco and London time (GMT+1). OCP senior management will host a conference call to discuss second quarter and first half 2020 results at 10:00 a.m. EDT, 3:00 p.m. Morocco and London time (GMT+1) on Tuesday, September 29, 2020 for holders of the Company’s bonds, qualified institutional buyers, securities analysts and market makers. Eligible parties that have not already registered for access to the Intralinks portal may do so by contacting the Investor Relations Department by emailing firstname.lastname@example.org. About OCP OCP is a global leader in the fertilizer industry, backed by almost a century’s production history. OCP has exc
Movius WhatsApp Integration Creates First True Compliant Mobile Unified Communications Solution22.9.2020 17:00:00 CEST | Press release
Movius, the leading global provider of mobile unified communication software, is now enabling enterprises to securely and compliantly communicate with clients on their preferred mobile messaging channel. Today, the company announced the integration of WhatsApp support from within Movius MultiLine, their secure mobile communication service that can be deployed over any smartphone device on any global carrier. The integration will help unify and capture all business voice and messaging channels through a single integrated user experience, while enabling firms to effortlessly meet regulatory and surveillance needs. An open Beta for this integration is available now and general availability is expected in the fourth quarter, 2020. As users continue to work remotely, they will find the expanded enterprise service provides unmatched productivity anywhere – and compliance everywhere – especially as companies accelerate their emerging Bring Your Own Device (BYOD) strategies and implementations
Bioventus Reaches Milestone with 2 Million DUROLANE ® Treatments Worldwide22.9.2020 16:30:00 CEST | Press release
Bioventus, a global leader in Innovations For Active Healing, is celebrating a milestone and recognizing more than 2 million treatments worldwide with DUROLANE, its single-injection, hyaluronic acid (HA) product used in the treatment of pain associated with osteoarthritis (OA). DUROLANE is the original single injection hyaluronic acid therapy, has helped patients in nearly 30 countries and is a trusted therapy for clinicians in the management of OA. Proven safe and effective, DUROLANE has more clinical studies than any other US single-injection HA, and has also been proven to provide greater reduction in OA knee pain versus Synvisc-One®.1,2 It has longer lasting pain relief versus a steroid injection, is safe and repeated use of DUROLANE does not increase the incidence of adverse events.3,4 DUROLANE is available in its original 3ml syringe for treatment of large joints and in a 1ml syringe, known as DUROLANE SJ,to enable treatment of small joints.* Both are produced using a natural, sa