Rimini Street wins three Stevie Awards for support
Rimini Street has won three Stevie Awards for Sales & Customer Service in the programme's 20th annual edition.
The software support provider received Gold for Best Use of AI in Customer Service, Silver for Front-Line Customer Service Team of the Year in the technology industry, and Bronze for Best Customer Satisfaction Strategy.
Industry specialists judged the awards. According to the programme, winners were chosen from more than 2,100 nominations based on scores from 150 experts across eight judging panels.
The Gold award recognised Rimini Street's use of artificial intelligence in customer support. It has built an in-house platform that supports direct interaction between clients and engineers in complex enterprise software environments.
The platform includes three AI applications: Case Assignment Advisor, C-Signal and Case Assistant. The company says these tools have improved the speed and quality of case handling and contributed to better customer outcomes.
A judge said: "This is a highly compelling example of AI augmenting human-led enterprise customer service at scale, with strong quantified outcomes and clear differentiation from self-service-centric industry approaches. The measurable improvements in resolution time, escalation reduction, response times, and satisfaction scores demonstrate mature, production-scale AI impact."
Commenting on the awards, the company's support chief said the approach was designed to support specialist staff rather than replace them.
"These Stevie Awards affirm what our clients experience every day: AI delivers the greatest value when it elevates human expertise, not replaces it," said Craig Mackereth, EVP, Global Support Delivery, Rimini Street. "By combining our patented, proprietary AI capabilities with senior-level engineers and a relentless client-first culture, we remain at the forefront of delivering extraordinary service outcomes that help our clients move faster, reduce risk and fund innovation - without disrupting mission-critical systems."
Service team
The Silver award went to Rimini Street's Global Service Delivery organisation, which has more than 1,100 staff. The group includes senior support engineers with more than 20 years of experience.
Its service model includes a guaranteed 10-minute service-level agreement for priority cases, an average response time of less than 90 seconds, and a guaranteed four-hour resolution time for priority tickets.
Rimini Street reported a client satisfaction score of 4.9 out of 5.0 across tens of thousands of closed cases each year. That figure formed part of its submission for the customer service team category.
Another judge said: "Excellent job by Rimini Street in delivering personalised, rapid and AI-empowered enterprise software support, enabling clients to extend software value while achieving $10B in cumulative savings."
Satisfaction strategy
The Bronze award recognised the company's customer satisfaction strategy, which is based on long-term client relationships, executive sponsorship and closer alignment between support services and customer business plans.
Rimini Street says this model allows it to take part in customers' strategic planning processes and align software support decisions with wider business and technology priorities, including licensing, security, roadmaps and artificial intelligence choices.
Rimini Street is known as a third-party support provider for Oracle, SAP and VMware software. Its business focuses on supporting enterprise software customers outside the original vendor support model, with an emphasis on long-life systems and critical workloads.
The Stevie Awards cover customer service, contact centres, sales and business development. The latest results place Rimini Street among a small group of technology companies recognised for judged performance in front-line support, AI use and customer satisfaction strategy.
Its Global Service Delivery team handles tens of thousands of cases each year while maintaining that satisfaction score.