Hearing Australia, the nation's largest provider of government funded hearing services, has chosen Rimini Street, the provider of enterprise software products and services, for its ERP system.
Hearing Australia's focus is to provide world-leading research and hearing services for the wellbeing of all Australians.
The organisation operates in more than 600 locations across Australia, providing government-funded hearing services for children, young adults up to 26, Aboriginal and Torres Strait Islander people, pensioners and veterans.
According to Rimini Street, switching to the vendor's third-party support for its enterprise application footprint, Hearing Australia has freed up much-needed resources to enable the organisation to undertake digital transformation initiatives.
Furthermore, the organisation was also seeking a better support solution with faster response times, the company states.
Hearing Australia chief technology officer Andrew Bakhsh says, “Since our move to Rimini Street, we are achieving resolutions in a matter of hours. They have been very responsive and timely, which has led to faster resolution of any issues with our E-Business Suite application.
“Rimini Street has a dedicated team of support engineers in Australia who understand Australia-specific issues. For us, that was a huge reason as to why we moved to the Company in the first place.
Rimini Street offers an enterprise software support model, including its industry-leading Service Level Agreement (SLA) of 15-minute response times for all critical Priority 1 cases.
Clients are also assigned a Primary Support Engineer (PSE), backed by a team of technical experts, who have an average of 15 years' experience in the client's particular enterprise software system, the company states.
Bakhsh says the transition to Rimini Street did not affect the day-to-day running of the organisation's IT operations.
“It was painless and professional. Ultimately the move came down to us minimising our organisational risk. E-Business Suite is a critical application for our organisation, and Rimini Street's follow-the-sun support ensures we can achieve resolutions to issues quickly,” he says.
Rimini Street regional general manager Australia and New Zealand Emmanuelle Hose says, “Organisations such as Hearing Australia are finding ways to both lower costs and to maintain flexibility in the development and deployment of business-critical applications.
“With more resources available to them, Hearing Australia can look at new technology innovations to allow it to continue to provide innovative benefits to its community.