Highlights include revenue growth, new service offerings, and employee growth and satisfaction
DENVER, CO, September 10, 2020 – Spinnaker Support, the top-rated global provider of Oracle and SAP third-party support and managed services, and an emerging provider of Salesforce managed services, today announced first-half highlights for the period ending June 30, 2020. The company saw record growth in sales, revenue, new customers added, and customer retention. Notable achievements included the launch of new service offerings, significant progress regarding the IBM partnership, prestigious customer service awards, and important certifications.
“I am extremely proud of our advancement in 2020, which occurred despite unprecedented global economic turbulence,” said Matt Stava, CEO of Spinnaker Support. “The third-party Oracle and SAP support market appears to be entering the inflection point forecasted by leading industry analysts – who currently project market growth will triple by 2023. Software publishers are pushing their customers to abandon highly functional on-premise applications for unready cloud replacements. Instead, many organizations are turning to the support alternative we deliver, to retain and optimize what they have for as long as desired.”
“At the same time, we launched our SaaS service practice,” continues Mr. Stava. “The immediate availability of packaged Salesforce managed services fills a notable market gap. New customer projects are already underway and we are building a robust pipeline of prospects. I am excited about the talent we are attracting to address the massive potential of the Salesforce CRM market.”
First Half 2020 Company Highlights
- Year-over-year revenue growth of 21.3%, and sales bookings growth of 28.7%.
- 31% of total year-to-date sales bookings came from customers headquartered outside of the United States.
- Added new Fortune 500 customers globally including organizations headquartered in the United States, Japan, and Scotland.
- Averaged <5-minute response time for customer issues spanning priority 1 to priority 4.
- According to the most recent customer satisfaction survey, more than 500 respondents rated our service at a 98.6% satisfaction level – making Spinnaker Support the industry’s highest-rated provider.
- Year-over-year employee growth of 19.3%, with emphasis on customer service and international expansion. According to Glassdoor, employees rate working at Spinnaker Support a 4.9 out of 5 stars.
“Spinnaker Support is 3-4 times better than SAP’s support. We talk to a real person and have a real resolution. It’s like you found the switch to the light in a dark room.’ Craig McBroom, Business Analyst, BancTec
“We have seen significant cost savings coupled with the reassurance that the quality of support has also improved. We are immensely delighted with the commercial flexibility of Spinnaker Support and their alignment with our six core values.” Laura Donald, IT Procurement, Edinburgh Airport
“Spinnaker Support is a partner that is verified and trusted from various angles like Spinnaker Support is important. We are receiving professional support services, cutting costs, and have reallocated human resources. Even in the coronavirus era, we have been able to strengthen our core capabilities and improve our cash position.” Hanssem, Korea
Executive Leadership Appointments
In 1H, Spinnaker Support added a record number of new employees, including the appointment of key executives. These include:
- Chad Stewart as Vice President, Global SaaS Support Services, who is leading all SaaS business development activities, services delivery, and organizational development.
- Martin Biggs as Vice President and General Manager of the EMEA region.
New Service Offerings
Spinnaker Support continues to add services to meet the immediate and evolving needs of its customers and the market. In March, the company announced the immediate availability of Salesforce® application management and consulting services, the first of several anticipated offerings within the new Software-as-a-Service (SaaS) practice.
In February, the JD Edwards practice enhanced its existing managed services with a new, proactive 24/7 monitoring solution.
Awards and Certifications
Spinnaker Support continues to garner awards that recognize the excellence of its technical teams and services. In February, the company was awarded a record five international Stevie Awards including Customer Service Department of the Year, Front-Line Customer Service Team of the Year for the Oracle Support Team, and Innovation in Customer Service for the Global Tax and Regulatory Compliance Team.
Spinnaker Support recertified for ISO 27001 and Privacy Shield UK.
As a remote-support company, Spinnaker Support is uniquely positioned to handle customer issues without delay. With employees on four continents and fully redundant skill sets, customers have experienced uninterrupted services throughout the pandemic. Spinnaker Support has accommodated every customer request for more flexible or lenient commercial terms during these trying times. Read more from the CEO.
About Spinnaker Support
Spinnaker Support is a leading global provider of third-party support, managed services, and consulting for mid-size to Fortune 100 global enterprises. Oracle, SAP, and Salesforce customers benefit from more responsive, comprehensive, and affordable services for their enterprise applications and technologies. Whether you need immediate help for high-priority issue resolution, ongoing monitoring and development, or project-based consulting, we have you covered. Since 2008, our award-winning services, exacting standards, and unparalleled expertise have earned us the trust and loyalty of more than 1,200 organizations in 104 countries.