Rimini Street supports the company’s EBS landscape across 25 countries. By making the switch from Oracle annual support to Rimini Street annual support, TNS immediately realized savings of 50% on annual fees, and gained a premium, ultra-responsive level of support that they had not previously received.
Four years ago, TNS was purchased by a private equity firm that took the company from public to private. The top mandate from the company’s new owners was to assess the value of all spend across the organization.
“Eventually the cost savings directive made its way to IT and the back office, and the first thing we looked at was how we could reduce the cost of our Oracle support,” said Patrick Bobst, senior director, EBS Management and Support, Transaction Network Services.
“This was an easy starting point for us as we were already unhappy with the quality of support we were getting from the vendor, and had no desire to upgrade from our current EBS release. We liked what we saw in our evaluation of Rimini Street, and after completing our due diligence on the company, we made the switch.”
Primary Service Engineer: It’s Personal
As with all Rimini Street clients, TNS has an assigned Primary Service Engineer (PSE) as their main point of contact for all support cases. Rimini Street PSE’s have on average 15 years’ experience in their respective applications, and all clients have an SLA of 15-minutes response time for Priority 1 critical cases.
“Our experience with the vendor’s first-tier support was that we never really got to a resolution quickly, and we would go days at a time with no feedback at all,” continued Bobst.
“When we would go chase them for an answer, invariably the response would be, ‘Can you run it again and give me more logs.’ But that has all changed with Rimini Street, and the high quality support we are now getting is exactly as advertised,” said Seth Ravin, Rimini Street CEO.
He continues,“An increasing number of organizations around the world – such as TNS – are choosing Rimini Street support for significant cost savings, to receive a premium level of service and to maximize the return from their existing, robust ERP landscape.”
“We have helped nearly 1,900 Oracle and SAP licensees save significant total annual maintenance costs, enable their corporate mandates to drive a better return on resources and assets, and facilitate their business transformations.”