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T-Mobile’s Use of Rimini Street Support for Its SAP Applications Helps Enable Competitive Differentiation and Enhanced Customer Experiences
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Rhea-AI Summary
Rimini Street, Inc. (Nasdaq: RMNI) announces its continued partnership with T-Mobile, the fastest 5G network provider in the U.S., leveraging Rimini Street Support for SAP software since 2018. T-Mobile has redirected resources to enhance customer service while reducing costs. The SAP platform, integral to T-Mobile's operations, has over 200 modules that drive efficiency. The collaboration highlights Rimini Street's ability to deliver tailored support, addressing T-Mobile’s complex needs while decreasing reliance on traditional vendor support.
Positive
T-Mobile has successfully redirected budget and resources to enhance customer experience, indicating a strategic shift towards operational efficiency.
The partnership with Rimini Street allows T-Mobile to maintain its customized SAP system while saving on support costs.
Negative
SAP's support was deemed inadequate, covering only 20%-30% of support issues, leading to high costs per ticket.
Company’s mission-critical, global support infrastructure and advanced technology empowers the fastest and most reliable 5G network provider in the U.S. to deliver on its brand promise
LAS VEGAS--(BUSINESS WIRE)--
Rimini Street, Inc. (Nasdaq: RMNI), 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, today announced that T-Mobile, the fastest and most reliable 5G network provider in the U.S. with an annual revenue of more than $68 billion and over 104 million customers, continues leveraging Rimini Street Support to maximize the return on its SAP enterprise software investments since making the switch to mission-critical, 24/7/365 Rimini Street Support in 2018.
T-Mobile’s Use of Rimini Street Support for its SAP Applications Helps Enable Competitive Differentiation and Enhanced Customer Experiences (Photo: Business Wire)
T-Mobile relies on Rimini Street as its trusted partner, receiving the Company’s ultra-responsive, award-winning support for its entire SAP system, including support for the organization’s extensive software customizations which were not covered under the software vendor’s more expensive annual support.
T-Mobile’s SAP platform is comprised of more than 200 SAP modules, is used as the system of record for key financial and operational functions and is a critical component of T-Mobile’s supply chain portfolio – a vital part of the company’s customer experience. Since making the switch from vendor support to Rimini Street, T-Mobile has been able to redirect budget and resources to focus on delivering services and technology aimed at creating competitive differentiation by delighting its customers, rather than wastefully allocating resources to maintaining and managing its SAP infrastructure.
Supply Chain Critical to Customer Engagement and Success
In addition to providing wireless voice and data services, T-Mobile is a leading retailer that sells a variety of phones and devices through retail outlets and is one of the largest and fastest-growing mobile-first banking platforms in the U.S.
In a highly competitive, commoditized mobile phone market, it is critical to deliver the best possible buying experience to each customer, whether online or in-store. The consumer wireless market is dynamic and constantly changing, but the COVID-19 pandemic dramatically changed consumers’ expectations of brands and how they interact with companies moving forward. T-Mobile’s supply chain, which relies on its SAP platform for key operational and financial functions, is foundational to supporting critical aspects of its customers’ journey.
“Most companies ignore the inherent power of their supply chain,” said Erik LaValle, senior director of product and technology for supply chain at T-Mobile. “At T-Mobile, it is a vital part of the customer experience and enables us to deliver on our brand promise. It’s how the commitment to our customers – delivering what they want, when they want and where they want it – really comes to life.”
T-Mobile regularly reviews its vendor portfolio to assess the quality of service and value delivered by its technology vendors. As part of a review of each of its technology providers, the company determined the quality of service they were getting from SAP for support of their mission-critical SAP system, along with the advancement of the technology versus the costs they were paying on an annual basis, were deemed to deliver little ROI or value.
While happy with their SAP system, too much time, money and internal resources were required to support and update the system. In addition, the company had no interest in migrating to a completely new platform – SAP S/4HANA – just to stay fully supported by the vendor, and wanted to continue to leverage its highly-customized system that was meeting its current business needs and expected to meet its needs years into the future, as well as mitigate risk and business disruption in preparation for its merger with Sprint, another large telecom.
“T-Mobile is a very complex environment. When we looked at the service we were getting from SAP versus the value and new functionality offered, it came down to whether or not we were getting a fair exchange from the vendor for support of our mature, highly functional platform,” continued LaValle. “We estimated that SAP only covered about 20% - 30% of our support issues due to our customizations, which meant the cost of each support ticket raised was in the tens of thousands of dollars.”
After learning about and assessing Rimini Street and its high value, cost-effective support model which includes support for customizations and seasoned engineers and technical support the Company assigns to every client, T-Mobile decided to switch their SAP support to Rimini Street. This enabled T-Mobile to extend the life of their SAP investment and redeploy internal IT resources and annual savings to other more strategic customer experience initiatives.
“It became very clear that moving to Rimini Street Support offered a more compelling alternative for us. Throughout our engagement with the company, they have had the right team, in the right place, at the right time. The initial transition, procedures and proven support model ensured a smooth start-up. Everything they did focused on ensuring a transition to a working model that hit the ground running. Only Rimini Street provides the breadth and depth of experience, scalable support infrastructure and advanced technology and processes needed to enhance business continuity and mitigation of financial and operational exposure for an organization of our size and scale,” said LaValle.
24/7/365 Access to a Team of SAP Experts
As with all Rimini Street clients, T-Mobile has an assigned Primary Support Engineer, backed by a team of technical experts with an average of 20+ years’ experience in SAP software. Clients also benefit from the Company’s industry-leading service level agreement of 10-minute response times for critical Priority 1 cases and 15-minute response times for Priority 2 issues, in addition to higher-level discussions on strategy surrounding the client’s technology roadmap.
“Rimini Street does a great job of balancing between tactical delivery and being a strategic partner,” concluded LaValle. “We have great conversations on a regular basis about the future of the technology, the best way to approach our future IT roadmap and how we can balance between our internal delivery and the services Rimini Street provides to advance our team along with the technology. Rimini Street is one of our most trusted IT partners.”
“In today’s environment, every customer interaction is an opportunity to deliver value through exceptional service, and T-Mobile’s Un-carrier moves and supply chain optimization are examples of strategic programs that enhance the buying experience,” said Seth A. Ravin, Rimini Street CEO and chairman of the board. “As a trusted partner to T-Mobile and our enterprise clients around the world, our focus is on delivering the service model, technical expertise and mission-critical responsiveness that enables our clients to maximize their ROI on their enterprise software investments, realize efficiencies and free up resources to focus on more strategic initiatives within their business. We continue to innovate, expand our capabilities and scale our unique portfolio of integrated services to meet the evolving needs of our clients.”
Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, 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. To date, more than 4,200 Fortune 500, Fortune Global 100, midmarket, public sector and other organizations from a broad range of industries have relied 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.
Forward-Looking Statements
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 impact of our credit facility’s ongoing debt service obligations and financial covenants and operational covenants on our business and related interest rate risk, the duration of and operational and financial impacts on our business of the COVID-19 pandemic and related economic impact, as well as 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; including under our new credit facility; our ability to maintain an effective system of internal control over financial reporting, and our ability to remediate identified material weaknesses in our internal controls, including in relation to the accounting treatment of our warrants; 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 August 4, 2021, 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.
What is the significance of Rimini Street's partnership with T-Mobile?
The partnership signifies T-Mobile's strategic move to enhance customer experience and reduce operational costs by engaging Rimini Street for SAP software support.
How has T-Mobile benefited from Rimini Street's services?
T-Mobile has redirected budget towards customer service initiatives, leveraging Rimini Street's tailored SAP support to improve efficiency and operational performance.
What role does the SAP platform play in T-Mobile's operations?
The SAP platform is crucial for T-Mobile's financial and operational functions, with over 200 modules supporting its supply chain and customer experiences.
What issues did T-Mobile face with SAP support before switching to Rimini Street?
T-Mobile found SAP support inadequate, covering only 20%-30% of their issues, resulting in high support costs and resource allocation challenges.
What is Rimini Street's approach to customer support?
Rimini Street offers ultra-responsive support with industry-leading service level agreements ensuring rapid response times for critical issues.
