Spinnaker Support has announced that it will lead to significant savings for Specsavers over the next three years as the eyecare specialist transitions its support service from Oracle to Spinnaker. This move is anticipated to allow Specsavers to reinvest in retail-facing technology to enhance customer service.
Established in 1983, Specsavers offers affordable eyecare and hearing services in several countries. It operates over 2,293 stores worldwide. With a workforce exceeding 46,000, the company modernised its legacy IT systems in 2012, utilising Oracle for its supply chain, finance, and marketing functions. As Oracle shifted its focus towards cloud solutions, Specsavers reassessed its support strategies.
Despite the transition to Spinnaker Support, Specsavers will continue using Oracle's product suite, which includes E-Business Suite, Siebel, Customer Hub, and Hyperion, ensuring an ongoing relationship with Oracle.
Kieran Mazur, Head of Information Technology, Group and People & Organisation at Specsavers, stated, "After an in-depth RFP process that allowed us to ensure that any change to our Oracle support function wouldn't affect our supply chain, and after a recommendation from Gartner, we decided to engage Spinnaker to provide support for our Oracle applications."
"Spinnaker Support took the time to explain how they would respond if something went wrong, but more importantly how quickly an issue would be solved - and this target resolution time is critical for Specsavers. Spinnaker's Ultimate Support Guarantee then provided the reassurance many in our team required in the event we needed to ask Oracle for specific support to address an issue, which means we weren't alone."
Mazur elaborated, "We will save a significant amount over the next three years because of the decision to move our support function from Oracle to Spinnaker Support. These savings will be reinvested in our retail-facing technology and improve the customer service we provide. In addition, the switch to Spinnaker has delivered improved support and eliminated our support ticket backlog, which has then allowed us to resolve supply chain and retailer system issues in rapid time."
The relationship between Specsavers and Oracle remains unchanged despite the transition, with ongoing discussions about future strategies.
Matt Stava, CEO of Spinnaker Support, commented, "Our partnership with Specsavers demonstrates how organisations can free themselves from support contracts that no longer meet their needs, while maintaining a relationship with the software vendor and continuing to use their products. For Specsavers, the significant cost savings will be reinvested to improve other areas of their business."
