Why third-party software support is the key to maximising your ERP investments

In today's fast-evolving technology landscape, CIOs and IT leaders face the daunting task of managing complex enterprise resource planning (ERP) systems. These systems are the backbone of many large organisations across multiple industries, supporting everything from finance and HR to supply chain management. 

As these ERP systems are essential, it's paramount to keep them running optimally to ensure that critical data flows effectively through the organisation. However, statistics show there's a gap between what the software vendors provide as annual maintenance and what customers need to protect uptime, leading to satisfaction ratings that leave much to be desired. This is even more so for those who've customised their software to best fit their business needs, as such modifications usually aren't covered by vendor support. That's where third-party software support steps in – it's a beneficial option for enterprises looking to maximise their ERP investments without participating in endless upgrade cycles or buying the latest products just to stay supported, even if they offer little to no ROI.  

Superior Service, Cost Savings and Strategic Guidance
As a global leader in third-party software support, Rimini Street offers an attractive alternative to traditional vendor maintenance – one that's led to measurable, successful outcomes for our clients. Providing specialised, end-to-end services that go beyond the offerings of original software vendors, we make it easy for clients to hand over the support of their IT systems to a single, trusted partner. 

For almost two decades, we have built a reputation for our expertise in supporting complex enterprise systems. With a growing team of senior in-house engineers serving more than 5,600 global clients, we help address tech talent shortages and extend the life of ERP investments. This isn't just about saving money, though organisations that switch can save up to 50% on annual support fees, it's also about getting superior service and strategic guidance.

Addressing Tech Talent Shortages
One of the pressing issues many CIOs face is the shortage of skilled tech talent. According to Gartner, the talent shortage was seen by IT executives as the most significant barrier to adopting 64% of emerging technologies. Third-party vendors can fill this gap by providing access to seasoned engineers who have deep expertise in ERP systems. This allows organisations to focus their internal resources on innovation and strategic initiatives rather than day-to-day maintenance. 

Partnering with Rimini Street enabled MYOB, an Australian SaaS provider, to improve not only team efficiency but satisfaction and retention. An MYOB engineering manager stated, "Reducing the time spent on after-hours support means we're also improving work-life balance, which helps with talent retention. The partnership is definitely paying off dividends."

Extending ERP Lifespan
ERP systems are a significant investment, often costing millions to implement and maintain. Traditional vendors, such as SAP and Oracle, typically push for upgrades and new versions, which can be both costly and disruptive to their customers. Additionally, most organisations want control of their own roadmap rather than being tied to a software vendor's roadmap. Third-party support offers a different path. By optimising existing systems and providing ongoing maintenance, we help organisations get the most out of their original investments – an approach that not only saves money but also minimises operational disruptions. 

It's a strategy that Federation University in Australia utilised when new regulations were introduced for reporting student data. The university leveraged its partnership with Rimini Street to meet the government's compliance deadline. Manager of Service Operations, Information Technology Services at Federation University, Andrew Matheson, stated, "Normally we'd have to rely on Oracle's support and the delivery of their solution, but theirs is a one-size-fits-all update which wouldn't consider our customisations or our other integrations." Along with avoiding an unwanted upgrade, the team at Federation University was able to focus on their day-to-day with minimal disruptions from the updates. 

The Benefits of Agnostic Advice
The modern enterprise is increasingly moving towards multi-cloud strategies to get the best features of various cloud providers. However, this adds a layer of complexity to system management. Importantly, third-party support can supply the necessary expertise to navigate this landscape with agnostic advice. This helps CIOs and IT leaders make more informed decisions that align with their business goals, rather than with the software vendor's. In a Censuswide survey of more than 250 CFOs and CIOs across the ANZ region, 38% of respondents indicated "strategic value to the business" as one of the top factors driving CFO tech investments in 2024. As a result, CIOs should embrace and prioritize technologies that offer strong and clear ROI for the organisation. 

One of the standout benefits of third-party software support is the unbiased guidance they can offer. CIOs are often bombarded with pitches from system integrators and software vendors, each claiming their solution is the best. This can make it difficult to discern the most suitable path for the organisation. Instead, we cut through the noise, offering independent advice based on extensive industry experience and cross-customer insights. Moreover, we recommend solutions based on each client's unique needs, challenges and objectives, providing vendor-agnostic paths to achieving growth and profitability. 

The Community Advantage
Another significant advantage of third-party software support is the sense of community it fosters among clients, who come together to share experiences and advice. This collective wisdom ensures that no CIOs feel isolated in their decision-making process or are pressured by sales tactics. Instead, they can learn from the successes and challenges faced by their peers, making more informed choices for their organisations.

The Role of Third-Party Support
As the technology environment continues to evolve, we believe the role of third-party support will only become more critical. CIOs and IT leaders who embrace this approach may be better positioned to navigate the complexities of their ERP systems, optimise their IT budgets and free up resources that can be focused on driving innovation agendas.

According to the Censuswide survey, 35% of CIO respondents are outsourcing application support to fight rising IT costs. Aside from cost-cutting, tech leaders in the ANZ region report a multitude of benefits from using outsourced application support, including:

• Faster service request response (33%)
• Access to more knowledgeable experts (33%)
• Better industry-specific support (32%)
• Broader service and support options (28%)

If you're a CIO or IT leader looking to maximise your ERP investments or address upcoming vendor support deadlines, it's time to explore third-party software support to understand the benefits it can offer and how it can help you achieve your strategic goals.