Metropolitan Water Reclamation District of Greater Chicago Switches to Rimini Street Support for Its SAP Applications - Seite 2

“When our SAP products were originally purchased, we were way oversold, with portions of the product never even getting implemented, but we were still paying maintenance on it. After SAP announced the eventual end-of-support for our version of the application, we knew we needed to partner with a company that was willing to take the time to understand our specific issues and collaboratively figure out the optimal path forward,” said John Sudduth, director of information technology, MWRD. “We also needed a partner with a great track record of support because we had a lot of pent-up demand for support fixes that we didn’t have the skill set to complete, and it was just too expensive to contract it out to SAP. We moved all of it to Rimini Street – some of the backlog was even as old as 17 years – and have never looked back. Switching to Rimini Street Support has enabled us to free up internal resources to focus on our IT transformation initiatives.”

Rimini Street Support Helps Enable Complete IT Transformation Goal

With the immediate savings MWRD realized by switching to Rimini Street, Sudduth was able to embark on his mission-critical goal to completely transform the technology landscape and impact of IT across the organization. Sudduth re-invested a portion of the reallocated budget in a cloud-based ITSM application that formalized the design, delivery and monitoring of the organization’s complete portfolio of IT services. He created SLAs with their stakeholders to quantifiably elevate the quality of IT support. The team can now see exactly how their help desk actions impact the department’s overall performance as well as how they are being perceived as a team. As a result of this IT transformation, the IT team’s internal satisfaction scores improved from 60% to now consistently above 93%.

“We had a stale help desk environment and were able to take the significant cost savings from switching to Rimini Street support and directly invest these funds into a program of IT modernization and transformation,” continued Sudduth. “I view Rimini Street as a great partner that knows how to listen before suggesting possible solutions. Our Rimini Street account team has been phenomenal. The strides we’ve made together have helped position MWRD as a role model for the utilities industry.”