Country for PR: United States
Contributor: PR Newswire New York
Thursday, April 08 2021 - 05:09
Spinnaker Support Announces Full Year 2020 Performance Results
DENVER, April 8, 2021 /PRNewswire-AsiaNet/ --

Spinnaker Support, the world's highest-rated provider of Oracle, SAP, and 
Salesforce support services, today announced performance highlights for its 
full fiscal year ending December 31, 2020. The continued strong growth of 
Spinnaker Support's revenue, clients, staffing, and customer satisfaction 
present solid confirmation of its market appeal and recognition of its 
award-winning combination of third-party support and managed services.

Logo - 

2020 Highlights

    -- Record Growth, Healthy Financials: Net new sales deals increased by 
       39.1% and revenue by 22.3% compared to FY 2019. The company retained a 
       strong balance sheet and extended its streak of profitability to 48 

    -- Satisfied, Loyal Customers: Annual customer satisfaction ticked up to 
       98.7% ( 
       and Net Promoter Score (NPS) reached 79. For 2020, the company earned 
       a 4.9/5.0-star overall rating on Gartner Peer Insights, based on 
       independent, verified customer reviews.   

    -- Expanded Staffing: Employee count grew by 36% in 2020, with support 
       resources added in all eight global support centers. Key leadership 
       roles were filled in all areas. Employees rate working for the company 
       with 4.9/5.0 stars on Glassdoor and demonstrated their loyalty with 
       retention rates exceeding 92%.  

    -- New & Improved Services: Launched new managed service offerings for 
       Salesforce CRM and SAP Business Intelligence. Innovative tools and 
       technologies to improve enterprise security and decrease issue 
       resolution time included Artificial Intelligence (AI) and proactive 

"2020 was another exceptional year for Spinnaker Support," said Matt Stava, CEO 
at Spinnaker Support. "We excelled in revenues, new customer acquisitions, 
existing customer retention, and the continuous building of our employee base 
and hiring key executive leaders. I am extremely proud of our accomplishments, 
which occurred despite unprecedented global pandemic and economic turbulence. 
Because we prioritize customers and take a flexible approach to contracting, we 
lost zero customers to the global downturn while earning a Stevie Award in 
recognition of our impressive COVID response customer service."

Record Revenues from More Global Customers

In 2020, Spinnaker Support's customer count rose to just over 1,300. New 
customers included highly recognized and respected global brands spanning many 
industries, with 34% of new customers from enterprises headquartered outside of 
the United States. Additionally, existing customers consolidated their service 
requirements with Spinnaker Support, where 30.7% contracted for two or more of 
the company's support services. 

Eleven organizations switched to Spinnaker Support from rival third-party 
support vendors, citing a stronger security program, more flexible commercial 
contracts, and lack of legal risk. "It was easy to switch to Spinnaker Support. 
We gained contract flexibility, improved service quality with our own assigned 
support team, and now enjoy a friendly and collaborative relationship," said an 
Oracle Database Customer in the Environmental Services industry.

New and Enhanced Services to Meet Customer Demand

Spinnaker Support added and enhanced significant services to meet the evolving 
needs of its clients. 

    -- The SAP practice launched SAP Business Intelligence managed services 
       packages and enhanced its Basis services offering, two critically 
       underserved areas in the market. 

    -- The company announced the availability of Salesforce(R) 
       application management and consulting services, immediately onboarding 
       the first customers. Reviews on the Salesforce AppExchange are high 
       and sales pipeline continues to expand. 

    -- The JD Edwards practice enhanced its existing managed services with a 
       new 24/7 monitoring solution designed to proactively address emerging 
       technical issues. "With our limited resources, it is reassuring to 
       have Spinnaker Support's 24/7 CNC managed services and monitoring 
       working with us," said Roxanne Sikraji, Director of Technology, 
       Jacobus Energy. "Through automated alerts, their global JD Edwards 
       team often fixes a CNC issue before we're even aware of it."

For the excellence of its existing and new services, Spinnaker Support's 
operations teams received a record five Stevie Awards in 2020, including 
Customer Service Department of the Year, Front-Line Customer Service Team of 
the Year, and Woman of the Year in Customer Service.

Building Towards the Future

Spinnaker Support onboarded a record number of new employees in all regions and 
nearly doubled the global tax and regulatory compliance team size. 

To embrace growing market demand, Spinnaker Support appointed key executives ( 
) with decades of industry experience. These included:

    -- Chad Stewart, a veteran Salesforce consultant and team leader 
       previously with Slalom Consulting, as the first Vice President of 
       Global SaaS Support Services   

    -- Martin Biggs, former IBM executive as Vice President and General 
       Manager of the EMEA region responsible for driving sales and 
       operational management  

    -- Shaun Forshey, Vice President, Customer Success, formerly with Oracle 
       and Microsoft and responsible for customer lifecycle management and 
       delivering WOW customer experiences  

    -- Megan Morris, Vice President, Human Resources, a senior leader charged 
       with helping Spinnaker Support rapidly scale its HR backbone during 
       this period of immense growth   

    -- Brian Stanz, Vice President, JD Edwards Global Support Services, an 
       operational leader with 30 years of development and business 
       management experience for Oracle and JD Edwards

Customer Satisfaction Rises Again

Overall satisfaction increased to 98.7% in the annual customer survey, with 
high marks for service quality, technical and functional knowledge, and the 
understanding of customer's business and unique environment. Customer loyalty 
remains unrivaled in the space, with a Net Promoter Score of 79, nearly twice 
the service industry average. Customer willingness-to-recommend exceeded 91%, 
illustrating the high regard of the growing customer base. 

Customers cite the comprehensive, responsive service, which averaged <5-minute 
response time. "With SAP's support, we never spoke with anyone," said Craig 
McBroom, Business Analyst at BancTec. "Now, with Spinnaker Support, it's 3-4 
times better than SAP was. We talk to real people who deliver real resolutions. 
It's like you found the switch to the light in a dark room." 

86.3% of annual survey respondents view Spinnaker Support as Critical or 
Important to the work they do. Korean-based Hanssem agreed: "Spinnaker Support 
is a partner that is verified and trusted from various angles. 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." 

"Since founding in 2008, we have not wavered from our mission of delivering 
'supportive support' with integrity," said Stava. "We reinvest a high 
percentage of revenues into continuous improvement of service capabilities and 
value, exemplified by the fact that over 70% of employees work in 
customer-facing service roles. With an outstanding year like 2020, we invest 
more in the services that drive our customers' business success. Our high 
customer satisfaction and loyalty scores reflect that level of dedication and 

About Spinnaker Support

Spinnaker Support is the leading global provider of third-party enterprise 
software support, managed services, and consulting for mid-size to Fortune 100 
global enterprises. Recognized and respected brands that run Oracle, SAP, and 
Salesforce customers benefit from more responsive, comprehensive, and 
affordable services for their enterprise applications and technologies. Since 
2008, our award-winning services, exacting standards, and unparalleled 
expertise have earned us the trust and loyalty of more than 1,300 organizations 
in 104 countries. To learn more about Spinnaker Support, visit our website ( 

Michelle Wilkinson 

SOURCE Spinnaker Support