Pacific Textiles SAP Support Transition Case Study

This case study details the experience of Pacific Textiles, a global textile manufacturer, as it transitions from SAP's standard support to Rimini Street's third-party support for SAP. The document outlines the challenges faced by Pacific Textiles, including lengthy ticket processing times and the need for extensive customizations that were not covered by SAP's support. Hubert Tsang, the CIO, emphasizes the critical nature of SAP within their operations and the frustrations that led to exploring alternative support options. The case study highlights the significant improvements in response times achieved with Rimini Street, noting a 96% faster response rate for critical issues. Additionally, it discusses the financial benefits realized, including a 50% reduction in annual maintenance fees, which has allowed Pacific Textiles to invest in strategic projects like a new data lake architecture. The partnership with Rimini Street is characterized as strategic, focusing on long-term collaboration rather than transactional interactions.