- US
- $4b+
- Global
- 16,000+
- Manufacturing
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This manufacturer had experience with the independent support model, having transitioned years earlier to third-party software support for Oracle and SAP. However, there were several significant challenges with that provider.
THE PROBLEM
The manufacturer was looking for a support provider that would give them strong SLAs, top quality, tailored support service, and a high-touch client success model. Facing the stark alternatives of returning to costly Oracle and SAP vendor support (with associated penalties) or finding a new provider, the manufacturer needed a solution that both reduced costs and restored the responsive, expert support its business demanded. To make matters worse, the provider charged additional fees for maintaining interoperability and compatibility across the manufacturer’s complex Oracle and SAP estates. Organisational changes at the provider led to a noticeable decline in service quality, leaving the manufacturer without a responsive, high-touch client success model and the engagement it relied on.
THE SOLUTION
The manufacturer turned to Support Revolution after reconnecting with a trusted industry contact who had moved there. The objective was to secure more consistent, value-driven support for its Oracle and SAP estates without the high price tag and added charges.
Support Revolution responded with a tailored offering that met the manufacturer’s complex needs on all fronts. Immediately, the manufacturer realised significant savings across its Oracle and SAP portfolios compared to its prior provider, and an estimated $12 million saved compared to vendor support. Beyond cost, the agreement with Support Revolution included year-over-year fee reductions, ensuring support costs accurately reflected the manufacturer’s evolving software footprint, as it transitioned systems onto S/4HANA.
Support Revolution’s commitment to value included no-cost access to essential interoperability and compatibility solutions. This all-in support model also featured advanced security software with hands-on support, bolstering compliance and cybersecurity.
Critically, Support Revolution provided ultra-responsive case resolution SLAs with contractual guarantees that aligned with the manufacturer’s internal targets, closing a key gap left by the prior provider. Finally, Support Revolution’s high-touch engagement model, executive alignment, and easy access to product experts restored the responsiveness and partnership the manufacturer needed. This holistic approach allowed the manufacturer to refocus its IT resources on transformational business initiatives, confident in the reliability and value of its new support partner.
THE BENEFITS
By transitioning its Oracle and SAP support to Support Revolution, the business achieved a variety of measurable advantages that have positively impacted both its financial performance and operational effectiveness.
Financial efficiency
- Dramatic cost savings: The manufacturer realised millions in direct, hard-dollar savings over 5 years for Oracle and 4 years for SAP, compared to its previous third-party provider. Estimated savings would increase to $12 million if compared to original vendor support.
- Year-over-year fee reductions: Support Revolution guaranteed annual support fee reductions rather than annual increases, ensuring continued cost-effectiveness as the manufacturer’s software estate evolves.
Enhanced support value
- All-inclusive support solutions: The manufacturer received critical interoperability and compatibility solutions—such as E-Business Suite email workflow and SAP OS upgrade support—without additional charges, unlike with the previous provider.
- Built-in security coverage: The company gained Revolutionary Enterprise Security as a standard part of its support, along with training and expert guidance to strengthen its security posture at no extra cost.
Service quality and alignment
- Business-aligned SLAs: The manufacturer benefited from Support Revolution’s case resolution SLA guarantees that aligned to internal standards, assuring rapid and reliable issue resolution for business-critical systems.
- Access to expertise: IT leadership received unlimited access to Ask the Experts sessions supporting project initiatives and daily needs without hidden costs.
Strategic partnership
- Personalised, high-touch engagement: The manufacturer maintained ongoing relationships with Support Revolution’s trusted support teams and senior leadership, resulting in seamless communication and alignment on business goals.
Ultimately, the manufacturer not only dramatically reduced its IT support spend but also optimised its business operations, improved risk management, and enhanced its ability to focus on strategic innovation.
Support Revolution’s approach provided us with not only significant cost reductions but also included essential interoperability and security solutions without additional charges. Their commitment to high-touch, value-driven support empowers us to maximise our technology investments. – Global IT Director, Enterprise Applications & Governance