“AI-Enhanced Human Service Engineered For Mission-Critical Environments”

Founded in 2005, Rimini Street is an end-to-end enterprise software support, management and innovation solutions provider, and the global leader of third-party support for Oracle, SAP and VMware. Supporting organizations in 160+ countries with a client-centric team of 2,000+ employees, it delivers the expertise to transform existing technology stacks into powerful Agentic AI ERP ecosystems.

Briefly describe the nominated organization or individual: history and past performance (up to 1,250 characters):

Since its inception, Rimini Street has been transforming the landscape of enterprise software support documented by $10 billion in cumulative client savings to date. Over 6,300 client contracts have been signed with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations across the world.

Serving hundreds of clients globally, Rimini Street specializes in providing exceptional, personalized support for ERP, database, and cloud platforms, enabling businesses to extend the lifespan of their software investments and integrate Agentic AI ERP capabilities into their existing software platforms.

Recognizing the power of AI in client service, in 2018 Rimini Street designed an in-house AI-powered customer support platform to enhance human service delivery, not replace it. It includes three proprietary applications - Case Assignment Advisor, C-Signal and Case Assistant - each built specifically to address service speed, quality and predictability. Rimini Street's approach ensures that AI strengthens direct, expert-to-client engagement from the first touchpoint and creates a scalable, trusted platform that redefines what enterprise software support can achieve.

Outline the nominated achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

The platform builds on the industry's recognition that speed and personalization are crucial for enterprise software support, but it takes a different path to achieve it. Where traditional vendors seem to pursue cost-cutting through deflection and self-service, Rimini Street invested in building AI tools that enhance human service. It learned from the weaknesses of tiered escalation models, recognizing that clients want direct, expert-level assistance without delay. By using AI to "Shift Left" expert engagement, the company has delivered senior engineering expertise at the earliest possible stage and measurable outcomes:

• 23% reduction in case resolution times.
• 29% decrease in escalated service issues.
• Sub-2-minute average response time for Priority 1 and Priority 2 cases.
• 99.99% on-time delivery rate for more than 500,000 case updates annually.
• 4.9/5.0 client satisfaction score across thousands of cases closed each year.
• Over $10 billion in estimated client savings.

Clients and internal leaders emphasize the transformative impact of Rimini Street's AI applications. Internal case studies show improved engineer productivity and faster collaboration, particularly in complex ERP environments like SAP, Oracle and Salesforce. Notably, the Case Assignment Advisor alone reduced manual engineer assignment from an average of 20 minutes to just 3.5 seconds - scaling up to support tens of thousands of cases annually with no degradation in personalized service quality.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Traditional enterprise software support models are typically slow, impersonal and expensive. Clients are often forced through tiered escalation systems, starting with automated responses or junior engineers, leading to delays in resolution. In addition, vendors frequently tie support to costly upgrade paths, limiting client flexibility and increasing IT spend. Rimini Street's AI-powered support platform solves these problems by intelligently enhancing human interactions rather than replacing them.

Unlike many competitors that push clients toward self-service portals or chatbots, Rimini Street integrates AI to enhance-not replace-expert engineer engagement from the first interaction.

Clients are immediately connected to highly experienced support, bypassing traditional tiered escalation. Rimini Street developed three proprietary AI applications: Case Assignment Advisor, C-Signal, and Case Assistant. These tools are engineered specifically for enterprise support, not repurposed from general AI frameworks, delivering measurable improvements in case handling speed and quality.

Now through its partnership with ServiceNow, Inc., and the recent launch of Rimini Agentic UX(TM), an intelligent, AI-driven user engagement layer, Rimini Street brings Agentic AI innovation to ERP processes to drive significant and immediate savings that fuel net-new innovation, unmatched user experiences and AI-driven productivity gains, in weeks to months, not years.

With over $10 billion in client savings, a sub-2-minute response time for critical cases, and a 99.99% on-time delivery rate for updates, Rimini Street consistently outperforms traditional vendors. Its AI tools support over 30,000 cases per year without sacrificing personalized, expert-driven service.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Sustained high client satisfaction after AI platform adoption

• Rimini Street's AI tools (Case Assignment Advisor, C-Signal, Case Assistant) improve responsiveness and case outcomes that contribute to industry-leading average client satisfaction 4.9 / 5.0.

• 2024 Silver Stevie® for Front-Line Customer Service Team of the Year (Technology)

  Rimini Street was recognized with a Silver Stevie for Front-Line Customer Service Team of the Year, citing "more than 8,500 milestone updates per month" and maintaining 4.9/5.0 client satisfaction. This award recognizes the company's AI support platform and proactive intelligence that drives higher service productivity.

• Business Intelligence Group - 2025 AI Excellence Award

  Rimini Street was recognized as a winner in the Best AI-based Customer Service Solution of the Year (Business Intelligence Group AI Excellence Awards). This independent recognition reinforces Rimini Street's AI-enabled service capabilities which deliver meaningful business impact.