June 19, 2018 | Karen Blazek | Director, Product Marketing
Spinnaker Support recently completed our 2018 annual customer satisfaction survey, covering the 2017 fiscal year. We couldn’t be prouder to announce a record 98.7% overall customer satisfaction score. We sincerely appreciate the more than 500 customer responses. We have continued to steadily increase our satisfaction rating by delivering industry-best Oracle and SAP support – as determined by our loyal customer base.
High Marks Across the Board from our Customer Satisfaction Survey Results
- Quality of Service Provided – 98.6%
- Issue Response Time – 98.9%
- Technical and Functional Knowledge – 99.5%
- Ability to Understand Customer’s Unique Environment – 100%
- Follow-up and Resolution Times – 100%
We strive to meet all our service level agreements, but equally important is our unprecedented ownership of each issue logged and timeliness to resolution of those issues. We provide the heavy lifting, so our customers can focus on more strategic and transformational initiatives. Every Spinnaker Support customer gets a dedicated Account Support Lead (ASL), selected exclusively for an individual customer. After thorough due diligence, a team of named engineers and archivists are picked for each account, based on the customer’s application environment, technology stack, ticket history, geographic footprint, language requirements, IT staff capabilities, and planned IT roadmap. Our ‘Service First’ approach drives success and proves effective and cost-efficient, as acknowledged by our customers’ satisfaction scores.
Customer and Market Trends
Future Plans for ERP Solution – % of Spinnaker Support Respondents
Spinnaker Support’s customers have varying plans for the future, as evidenced in the chart above. Regardless of your company’s future application plans, Spinnaker Support is a proven, preferred alternative in the SAP and Oracle space. We support customers on versions that the vendor will no longer support and on the very latest available application and technologies. We provide a world-class team of experts that address all layers of your ERP technology footprint, whether an application, database, middleware, server, or integration point.
A rising number of our third-party support customers are investing in our unique blend of additional services. Spinnaker Support remains the lone third-party support provider to deliver managed services and consulting capabilities. More than one-third of our clients have leveraged at least two of our three primary service offerings.
Our Dedication to Quality: ISO 9001:2015 & ISO/IEC 27001:2013 Certifications
Since inception in 2008, Spinnaker Support has consistently delivered service the right way. Spinnaker Support is the only third-party SAP and Oracle support provider to achieve both ISO 9001:2015 and ISO/IEC 27001:2013 certifications. The ISO 9001:2015 highlights our firm commitment to quality management principles and demonstrates Spinnaker Support’s commitment to provide consistent support processes under a comprehensive quality management system. To help maintain data security effectively, we earned ISO/IEC 27001:2013 certification earlier this year. The ISO/IEC 27001:2013 drives a systematic approach for managing sensitive company information so that it remains secure within our organization’s Information Security Management System (ISMS).
The Voice of Our Customers – Customer Comments
“The customer’s perception is your reality!” Kate Zabriskie
“I have had nothing but positive experiences from Spinnaker Support. Every ticket, whether an issue question, or request for support, has been addressed very quickly. The business & technical knowledge of the Spinnaker Support team is superb and greatly complements our internal staff.”
“Everyone with whom I have had contact has been excellent. The Spinnaker Support team is consistently exemplary, in their attitude, knowledge, and timeliness. They give me confidence that I made the correct decision to rely upon Spinnaker Support for my Oracle and IBM needs.”
“The close relationship we have with our Account Support Lead (ASL) is a comfort and, in general, our IT team is happier than ever with the quality of SAP support.”
Conclusion
Spinnaker Support focuses the highest percentage of its resources and investments to improve and sustain service excellence, as validated by the collective voices of our customers. We define service excellence as offering the most valuable services, delivered by elite engineers, and achieving best-in-class customer satisfaction, retention, and willingness to recommend.
