Spinnaker Support - Customer Service Department of the Year

Company: Spinnaker Support, Greenwood Village, CO
Company Description: Spinnaker Support is the fastest growing and highest-rated global provider of Oracle and SAP third-party support and managed services. Spinnaker Support customers get more personalized and responsive service, save an average of 62% on their annual support fees, and can remain on their current software releases for as long as they desire.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Services

Nomination Title: Spinnaker Support

In 2021, Spinnaker Support expanded its regional coverage by opening its first office in Sydney, Australia and doubling its Europe, Middle East, and Africa (EMEA) team. This bolstered our 24/7 follow-the-sun coverage for multinational clients. We also acquired Dobler Consulting, a recognized leader in database management and information technology services. This has tripled our managed services team and increased support to nearly every enterprise database product.

We boldly launched the Ultimate Support Guarantee, the first-ever and only service guarantee offered for third-party software support. The Guarantee directly removes the risk and apprehension of organizations that are considering a move to an alternative support provider.

The customer service team again averaged <5-minute response time for all issues. Our SLA for urgent issues is 15 minutes or less. Service practices are guided by our ISO 9001:2015, ISO/IEC 27001:2013, and other certifications – all while following ISO 31000 Risk Management Standards. In June, we again completed our ISO 9001:2015 audit with zero non-compliances.

Customers have responded positively to the expanded offerings and presence. In our most recent annual customer survey, the overall satisfaction score was 98.7%, which is the highest-rated satisfaction level for any vendor in our market. Our Net Promoter Score from the survey – a response to “would you refer us to peers?” – was 79, nearly twice the service industry average.We have retained an astonishing 4.9/5.0-star overall rating on Gartner Peer Insights based on independent, verified customer reviews.

Spinnaker Support is a global provider of third-party enterprise software support, managed services, and consulting, with nine worldwide offices and 1,300+ customers spanning 100+ countries. The company currently supports over 25 product lines (Oracle, SAP, Salesforce, Microsoft, and Open Source) through nearly 400 service delivery professionals based in international service centers. The company has built an exceptional reputation on deep commitment and subject matter expertise.

Since our founding in 2008, we have not wavered from our principal of delivering “support that is actually supportive” with integrity. We reinvest more of our profits back into improved service capabilities and value, exemplified by the fact that 70.4% of employees work in customer-facing service roles, a higher percentage than our competitors. Support engineers are highly qualified, averaging 20+ years of experience with their product lines.

Customers range from the largest global enterprises like Toyota, Royal Bank of Scotland, and Albertsons to medium-sized businesses and government organizations in nearly every industry. Customers choose us over Oracle and SAP because we deliver more comprehensive, responsive, and secure services for surprisingly affordable fees. They describe their relationships with the service team as a “partnership” critical to the success of their internal IT teams.

Our outstanding service team and its reputation have fueled continued growth in 2020/2021: 26.9% increased sales bookings, customer retention of 90.4%, and 22.2% employee growth. Our primary competitor, Rimini Street, averaged 15% revenue growth over the last three quarters.

Despite the pressure of the increased customer loads, our team still provided highly-responsive service. One recent customer review stated: “Fast response, good customer service regardless of time, offers wide variety of technical assistance not just limited to the product involved.” 86.3% of the annual survey respondents view Spinnaker Support as Critical or Important to the work they do, validating that our assistance is vital to customer operations.

Our strong satisfaction scores and Gartner reviews are the highest in our industry, and our customer service team works hard to maintain timeliness and service quality. Our team is never content with simply offering more of the same. Every year, they add new staff and services. They monitor satisfaction and immediately escalate critical responses to senior management and log them in our Quality Management System for correction.

Integrity is critical, and our service team has an unblemished reputation, never having been involved in litigation like Rimini Street. Our focus on comprehensive quality management and process improvement helps eliminates legal risk and ensures the security of sensitive customer data. This is why the team can offer a delivery guarantee for new customers.It’s our public assurance that every customer receives the support they are promised,, when and where they need.

Here are public resources you can use to verify and read more about Spinnaker Support and our exceptional customer service team.

Successful Growth – Our 2020 Highlights press release includes results and statistics found in this submission. You can also review our press releases to see a chronicle of positive financial results and global expansion extending back to 2012. ( https://www.spinnakersupport.com/about-us/news/spinnaker-support-announces-full-year-2020-performance-results/, https://www.spinnakersupport.com/blog/category/news, https://www.spinnakersupport.com/about-us/news/spinnaker-support-reports-first-half-2020-highlights/)

Customer Satisfaction – Link to blog post announcing the results of our 2020 customer satisfaction survey. This survey measures the entire customer experience from service delivery to account management. Includes many customer testimonials. ( https://www.spinnakersupport.com/blog/2021/01/05/our-2020-annual-customer-satisfaction-survey-results-2/)

Innovation – News of enhanced services and staffing improvements, including the Ultimate Support Guarantee. ( https://www.spinnakersupport.com/about-us/news/spinnaker-support-launches-ultimate-support-guarantee-for-third-party-support/, https://www.spinnakersupport.com/about-us/news/business-growth-for-spinnaker-support-across-emea-new-customers-new-employees-new-office/, https://www.spinnakersupport.com/about-us/news/spinnaker-support-acquires-dobler-consulting/, https://www.spinnakersupport.com/blog/2021/09/01/the-value-of-the-dobler-consulting-acquisition/)

Company – Link to our About Us page with company statistics mentioned in this submission. ( https://www.spinnakersupport.com/about-us)

Customer Comments – Link to our reviews on the Gartner Peer Insights site and a document with selected customer reviews. ( https://www.gartner.com/reviews/market/independent-third-party-maintenance-for-ibm-oracle-and-sap-software/vendor/spinnaker-support/product/spinnaker-support,)

Employee satisfaction – We didn’t mention it above, but our support employees are very happy working at Spinnaker Support. We have included a link to Glassdoor reviews for Spinnaker Support that average 4.9 out of 5.0 stars. (https://www.glassdoor.com/Overview/Working-at-Spinnaker-Support-EI_IE3328627.11,28.htm )

Competition – For the statistics comparing to Rimini Street, you can view the Gartner Peer Insights web site ( https://www.gartner.com/reviews/market/independent-third-party-maintenance-for-ibm-oracle-and-sap-software/compare/product/rimini-street-vs-spinnaker-support)