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Spinnaker Support - Customer Service Department of the Year

 

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: Spinnaker Support, Greenwood Village, CO
Company Description: Spinnaker Support is the fastest growing provider of third-party support, managed services, and consulting for firms that run SAP or Oracle enterprise applications. The company reported record yr-over-yr sales growth of 48.7% for period ending December 31, 2016 and customer count grew to 852 across 93 countries. The workforce grew by 34.6% to 331, of which 231 deliver award-winning service.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: Spinnaker Support Customer Service Department

Tell the story about what this nominated organization/department has achieved since January 1, 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

Spinnaker Support is the fastest growing provider of third-party support, managed services, and consulting for organizations that run SAP or Oracle enterprise applications. The company reported record year-over-year sales growth of 48.7% for period ending December 31, 2016 and customer count grew to 852 across 93 countries. The workforce grew by 34.6% to 331, of which 231 deliver award-winning service to our customers. Our world-class support engineers work from one of five regional operations centers located in Denver, London, Mumbai, Singapore, and Tel Aviv. Therefore, our customers always realize 24x7x365 follow the sun coverage to ensure their SAP and Oracle applications run at peak performance.

Spinnaker Support is one of only two third-party support providers that are recognized by Gartner. Our value proposition is straightforward. By switching from Oracle or SAP support, organizations can save an average of 62% on their annual software application support fees and realize far better service - more responsive, more comprehensive, and more tailored for their unique technology stack environment. We are differentiated from our primary competitor with our unique blend of services, more flexible commercial terms, our built-to-last financial strength, and our respect for the intellectual property rights of others, i.e., Oracle, SAP, and customers. These differentiators are the primary drivers behind our consistent leadership position as the fastest growing vendor in our space and our escalating customer satisfaction scores that have exceeded 98% for several years in a row - as based on annual customer surveys.

Offering great customer service has been no accident. We only hire 15-20 year engineers that must demonstrate high proficiency expertise for not only SAP and Oracle software, but also for the interconnected elements of the overarching technology stack, i.e., databases, servers, hardware, middleware, etc. Our customer support executive team features former SAP and Oracle support executives, so they know what it takes to drive world-class support. As we are highly market-driven, these support executives are astute at hiring engineers to be located where customer are and where customers will be.

It is not easy to take customers from the big software megavendors. We are doing this by creating great references of people who have made the business and emotional switch. We also win because we offer a more comprehensive and tailored set of services. While SAP and Oracle are software-first, our only priority is to deliver great support services. SAP and Oracle have morphed their support services into largely a self-service model whereas we guarantee 15 to 30-minute response from a dedicated Account Support Lead who manages a team of engineers that were handpicked based on each customer's unique application and geographic landscape. One of our customers, the Head of Business Applications for Nigeria's largest energy provider, was asked at a Gartner conference presentation how he would rate Spinnaker Support's service compared to Oracle's support. On a scale of 1 to 10, he rated Oracle a 2.5 and us a 9.0. It is this magnitude of paradigm shift that drives our phenomenal growth and geographic expansion. And we do it for 62% less cost!

We are very proud of our service processes and with the tools we provide for our support resources. Just recently, we earned ISO 9001:2015 certification - one of the earliest to achieve this designation. The certification spanned a number of processes, including pre-sales, onboarding and archiving to support, ongoing support, customer renewal, and customer off-boarding. Over the past six months, we have successfully migrated to a new state-of-the-art ITSM system - that is helping us be even more responsive, efficient, and effective. Customers love using this system as well.

We are very proud of awards we won in 2016, including a Stevie award, Top 20 most promising Oracle Database solution provider, and Top 100 most promising Oracle solution providers. Our employees love working at Spinnaker Support as we won 2016 and 2017 (soon to be announced) Top Workplace Awards.

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated department since the beginning of 2016 (up to 150 words).

-Fastest growing provider in space (48.7%) with the most valuable and unique blend of services.
-34 consecutive quarters of profitability, which means we know how to grow a business that is built to last.
-Opened new regional operations center in Tel Aviv in 2016 and in process of launching into emerging markets South Korea, Russia, and the GCC countries. In 2017, we have translated our website into new languages, have opened new sales and/or support offices, hired country managers, and placed local support engineers.
-A Top Workplace in Colorado for two consecutive years (2016 and 2017).
-Bronze Stevie Award Winner for Customer Service Team in 2016 and CIO Review Award Winner for Oracle Solutions.
-One of first to be certified as ISO 9001:2015.
-Nearing milestone of 900 customers served, including almost 50 Fortune 500's.
-Customer satisfaction >98% in 205, 2016, and 2017.