Rimini Street has announced the general availability of an expanded suite of services for several SAP Cloud products – Rimini Manage Services for SAP Cloud Products. Rimini Manage for SAP already included application management services and software support for SAP Business Suite and SAP Basis. That product list has expanded to include S/4HANA, SuccessFactors, Ariba and Concur, Commerce Cloud, Integrated Business Planning, Fieldglass and Analytics Cloud. The support for S/4HANA includes support for both public and private editions.
Importantly, it means that the expertise and business knowledge that Rimini Street has built support SAP applications for organisations worldwide. It can now take forward to support their cloud applications. Rimini Street already supports several clients on their S/4HANA applications.
Seth A. Ravin, President, CEO and Chairman of the Board, Rimini Street, commented, “Licensees of SAP cloud products requested that Rimini Street expand its managed services offering for SAP to also run and manage SAP cloud products they are using in their system landscape, as well as support clients in the RISE for SAP program. We are pleased to now offer these expanded services to serve the market’s needs and desire for a better, more responsive application managed service that covers even more of their system portfolio.”
Why choose Rimini Manage for SAP
Rimini Manage provides support and managed services that increase efficiency and takes some of the stress out of application management issues. The support model integrates and automates case monitoring. It also increases the support team’s productivity by moving support cases to individuals capable of resolving them quickly. This means fewer handoffs, greater efficiency, and a reduced backlog of tickets as they are constantly monitored.
Issues are not just resolved. The root cause analysis and subsequent fixes ensure that the issue is resolved and less likely to recur. Rimini Street offers market-leading response times with defined SLAs. These offer an unlimited ticket model for incidents and service requests from a catalogue of services. The service is available 24/7/365 from globally distributed SAP talent and expertise.
The service offers a predictable cost model that delivers peace of mind and reduces the risk of service costs exceeding budget.
Overall there will be less downtime and less time spent on internal teams working on issues. It improves the ability of internal staff to work on business revenue and growth. In turn, this improves the ROI of the solution.
Early adopter sees benefits of Rimini Manage
One of the early adopters of the service is a multibillion-dollar energy company that includes nuclear power generation. It has leveraged Rimini Manage to support its SAP product portfolio.
The customer spokesperson commented, “Rimini Street has been a longtime partner of our company. They help us to support one of our most critical applications, SAP. SAP is what I would call the mission-critical heartbeat of this organization. Every business process that helps to deliver results for the enterprise is very dependent on our SAP system and its performance. And there’s no way we could provide that performance without the partnership of Rimini Street to run, manage and support our SAP landscape.
“Rimini Street has a continuous improvement mindset and a focus on root-cause analysis to resolve issues right the first time, which I think is great. Every time my leadership and the leadership of Rimini get together, we talk about, ‘How we can do better? How do we improve the partnership, how do we provide better services for our clients?’ And I really appreciate that mindset.”
The customer has seen significant KPI improvements around its SAP application support.
- 76% overall reduction in the volume of open cases
- 52% reduction in product support calls since managed services adoption
- 47% reduction of new incidents created for Ariba interface to Business Suite
- 31% reduction in the creation of new incidents
Enterprise Times: What does this mean
As Rimini Street reeled from the latest judgement in court against Oracle, both Rimini Street and Oracle claimed a victory. It is no surprise that Rimini Street is looking to extend support services for SAP rather than working closely with Oracle at this time. However, that may change in the future. Rimini Street still supports a lot of legacy Oracle products for customers and will want to retain those customers as they migrate to the cloud.
For Rimini Street, this move should see it retain many of the current SAP customers. Whilst it already supports its transition to the cloud, these new services will ensure that it can retain the relationship and offer leading support services on an ongoing basis. It is a sensible move and will enable Rimini Street to extend its customer base beyond the on-premises world. Some companies may have already migrated to SAP Cloud applications and are looking for a better support partner.
Rebecca Wettemann, CEO Valoir Research, commented, “Hundreds of SAP licensees already rely on Rimini Street for expert support of their business-critical ERP footprint while they innovate around the edges with best-of-breed cloud applications. Rimini Street’s expertise and knowledge across clients’ entire portfolio makes the company ideally suited to extend its services across SAP cloud-based applications.”
