From our rigorous hiring process to our global collaboration and unique service delivery model, Rimini Street’s Global Service Delivery (GSD) team is the driving force behind our transformative approach to providing IT support. And for the last nine years, I’ve had the privilege of leading this team, fine-tuning performance, and watching it evolve and grow to match the needs of our global client base.
In this video, I recount an example which shows our efforts paying dividends for a client. A client called us after waiting around for another vendor who had an SLA of 60 minutes for P1 issues. Before the vendor even made first contact on their issue, we had diagnosed, fixed, restarted the system and closed the ticket – one of the many examples of the speed, expertise, and commitment of this team. Watch the video to see how we did it.
At its core, GSD is the engine powering Rimini Street’s support operations, offering 24/7/365 assistance to clients around the world. This team delivers three essential functions:
- Tax, legal, and regulatory (TLR): As part of the Rimini Support™ offering, GSD’s global product delivery team manages the development, testing and implementation of all TLR updates – from payroll changes in Australia, to invoicing modifications in Brazil, to tax updates in the UK. Rimini Street is the only provider in the world that monitors shifting government regulations for clients and designs solutions for SAP, Oracle EBS, and JD Edwards without requiring clients to wade through extensive research or retrofitting patches and fixes that may introduce new issues.
- Global support: From SAP to Oracle Database and beyond, this team addresses both technical issues and functional questions with unmatched speed and expertise under the umbrella of Rimini Support™. The global support team also handles custom code issues including interfaces and performance tuning. Clients engage directly with engineers with a decade or more of technology-specific experience for faster resolutions. While some support providers’ initial response P1 SLAs can stretch up to an hour, Rimini Street’s GSD team currently averages a response time of under 2 minutes for critical and high priority issues. This industry leading response time is achieved by layering top-tier expertise across multiple geographies around the world, with our patented technology able to match the right expertise, language, time zone, bandwidth, and analytics about similar tickets in seconds.
- Managed services: Some of our support clients also need end-to-end coverage to operate, monitor, and optimize their enterprise applications and technology. For that, GSD also delivers managed services via Rimini Manage™ to build enhancements, solve incidents, address problems, provide live monitoring, and deliver routine requests to keep services running. By combining Rimini Manage and Rimini Support, clients benefit from a seamless experience with a single, unified portal experience and unified team all working together as part of one GSD organization.
How we recruit and retain an IT support dream team
One secret to GSD’s success lies in the extraordinary talent we recruit. We don’t hire junior-level engineers on this team. We’re not just an ‘Oracle shop’, an ‘SAP shop’, a ‘Microsoft shop’ or other vendor-specific shop. We support products from all those vendors and more but what we have built here are capabilities and a culture that is engineered for support. To sustain that, we continue to recruit incredible engineers with at least 10 years of experience, and we hire only the top 5% of the available candidates in each geographical location.
Being on this team means that you truly are one of the best in the region, and you’ve been in difficult, complex real-world situations. We source problem solvers who have tackled the toughest support challenges in the industry and often have a long career of project work. We look for more than just superior technical knowledge and experience. We also put heavy emphasis on human qualities like active listening skills, language abilities, empathy, accountability, and a save-the-day mentality. After our new stars complete the rigorous selection process, our onboarding approach ensures every GSD team member embodies the qualities needed to deliver exceptional “First Class” service.
Hiring isn’t the end of the story for our GSD teams. Our engineers bring technical skills when they walk in the door but are also constantly learning through our daily hands-on work with clients and associated technical training programs. Successful engineers stay current with the latest innovations, enabling them to tackle new challenges or explore emerging technologies with confidence. Our culture of recognition and rewards further incentivizes great service, and leaders are encouraged to recognize examples of outstanding service.
Driven by more than just closing tickets
This approach has built a team that is truly world class. We are humbled by the awards that shine in our trophy cases across Pleasanton, Las Vegas, Hyderabad, and Tokyo. Against our competitors, we’ve earned multiple accolades just this year: four TrustRadius Awards and two Stevie Awards, including the Front-Line Customer Service Team of the Year award. Just recently, we won two Globee Awards, one for Customer Service Department of the Year and I was honored with Customer Service Executive of the Year award.
As the leader of GSD, I can confidently say that no two days are the same. We’re constantly innovating, solving high-stakes challenges, and exceeding client expectations. I work alongside some of the most talented and dedicated engineers in the industry. Their commitment to excellence and client satisfaction is unparalleled. The best part is the daily feedback from clients who appreciate our work. Our engineers love hearing that a client had a better day because of our service. And clients continue to reward us with a consistent 4.9 out of 5 satisfaction rating based on direct feedback from 1000s of client surveys evaluating seven aspects of service. It’s incredibly rewarding and inspiring to know that we’re making a real difference for some of the most well-known brands in the world, household names that I admire and respect, deliver on their commitments. Our work isn’t just about fixing problems; it’s about enabling businesses to achieve their strategic, operational, and financial goals.
Read more stories of client success driven by the efforts of our GSD teams around the world.