November 12, 2020 |Larry Goldman | Senior Director, Product Marketing
When was the last time you heard anyone say this about enterprise software support:
“Never disappointed.” “Awesome.” “Proactive.” “Modern.” “Resolved every issue.” “Breath of fresh air.” “Impressive.” “Unrivaled.”
These quotes come directly from numerous Spinnaker Support reviews now available to the public. Thanks to our customers, we are the highest ranked provider of third-party (independent) support services, with an overall review rating of 4.9/5.0 stars, on the Gartner Peer Insights web site.
That’s an accomplishment of which we are tremendously proud.
What Is Gartner Peer Insights?
Back in 2015, Gartner launched its own review website for buyers of software and tech services. Anyone who is a customer of one of the listed products or services can submit a review. Today, there are more than 350 categories with over 350,000 reviews.
Gartner verifies all submissions to ensure they’re bona fide. When a submitted review is approved (about 50% are rejected), the Gartner team then publishes them anonymously. These reviews are real, made independently by real customers who appreciate the high quality and value of our support and our people.
Our Customers, in Their Own Words
As you sort through the reviews – you can filter on data such as job title and organization industry, size, and region – you not only see the diversity of our customer base, you see repeated themes. Here are just a few examples from our global SAP, Oracle, and JD Edwards customers.
“We switched to Spinnaker because of a much better service delivery with promptness and their breadth of understanding and expertise.” (Full review)
“Fast response, good customer service regardless of time, offers wide variety of technical assistance not just limited to the product involved.” (Full review)
“The services Spinnaker offers is highly efficient, professional, and all issues are considered serious.” (Full review)
“Spinnaker has a deep bench of knowledgeable specialists.” (Full review)
“They have a deep understanding of the tools and they are very much able to deliver unrivaled technical support.” (Full review)
“We chose Spinnaker Support for their strong reputation and the expertise towards JD Edwards.” (Full review)
“My points of contact are always very helpful, knowledgeable and very efficient. We have developed an awesome working relationship.” (Full review)
“They go the extra mile to get issues resolved.” (Full review)
A Proactive Approach
“Spinnaker and staff have always been pro-active in filling the needs for our I.T. needs. From pro-active monthly calls for any outstanding issues, or issues they know about that I am not aware of – such as IRS changes, or Tax changes by states.” (Full review)
“I consistently work with the same resources, who know my applications. Spinnaker also provides monitoring that alerts their team, often before I am alerted the issue has been corrected.” (Full review)
“It is amazingly cost-effective, making it very affordable to use.” (Full review)
“Spinnaker is worth the money for technical issues.” (Full review)
Why Third-Party Software Support Is Real Support
As you’ve seen above, our customers appreciate the dedication and professionalism our engineers bring to resolving their issues. But they receive benefits that extend beyond exceptional service, such as:
Confidence: “This service is provided around the clock. This helps me achieve a high level of availability to my internal and external customers along with peace of mind in emergency situations.” (Full review)
Freed Resources: “Our Users can work with Spinnaker to help them work through issues where they would normally ask IT to research. This allows IT to focus on other Maintenance, fixes and new processes.” (Full review)
Long-Term Partnership: “With dedicated application technical support people who get to know our business and environment, they are acting like part of our team.” (Full review)
That’s the kind of “supportive support” that goes above and beyond what the software publishers and our market competitors provide. It’s what our customers receive every day, with every call. It’s why the overall customer satisfaction in our annual 2020 survey is 97.3%.
Who you entrust your support to matters. We’ve earned the trust of our customers, and we’d like to earn yours. Reach out to us today for a consultation on how we can fulfill your service needs.