What are the solutions or qualities that separate you from your competition? In what areas does your organization perform exceptionally?
At RheinBrücke believe in helping our customers succeed in a challenging global business environment. All our products and services are aligned to helping the customer remain focused on their core business.
We have a unique four pillar approach with Solution Architects conceptualising the best-fit solution and staying engaged with our Business Consultants to realise it on the ground. This is complemented by globally-experienced Project Managers who ensure that End Users are fully engaged in process, supported by a Learning Management Solution helps them to seamlessly adopt the new technology. The experience is made complete by our world class Omni Channel Support model which accelerates the post-implementation adoption of IT Solutions by business users.
Our industry specific solutions in select verticals such as Manufacturing, Construction, Engineering Procurement & Contracting (EPC) including Furniture, Fitout & Interior Decorators, Oil & Gas, Distribution and Retail has led to a very high degree of repeat business and strong referenceability.
What did your company do best this year? What are your greatest triumphs?
We revisited our strategy to align with the emerging trends in the market across the region. To realise our strategy, we have a two-pronged execution plan.
The first one is Product led, and we have created a company RheinBrücke Technologies that focusses on innovation bringing digital transformation leveraging Cloud, Mobility, Analytics and AI with solutions in Strategic Sourcing and eProcurement, Expense Management and HR & Payroll Automation.
The second one is Market led – We have launched Epicor ERP on the Cloud for the Middle East market and are rolling out a distribution network to bring the offering to a broader set of customers. We have already identified 11 channel partners and are expanding our network further in the coming quarters.
These offerings enable businesses in the Middle East to innovate, reduce costs, and boost operational efficiencies and bring advantages like lower capital requirements, innovation, scalability and world-class security.
Which customers or market segments grew the most? What caused this success?
We are seeing increased traction in EPC & Construction, Oil & Gas and Manufacturing and this is a broad trend across the GCC.
Our vertical solutions for Construction & EPC as well as Furniture, Fit-out and Interior decorators where we have several large customers, help in rapid roll-out of ERP, helping customers achieve an accelerated Return on Investment (ROI). Our Oil Field Services Mobile enablement solution significantly increases productivity, reduced inventory of spared and quicker turn-around time, this enhancing service levels and bottom-line. The manufacturing sector is now on an upward trajectory in the region and we see our customers from the industry growing exponentially as well. The coming year will see Manufacturers propel their digital transformation journeys.
We see the last mile enablement by our Surround IT Solutions using IOT/Edge Computing devices integrated Epicor on the Cloud offering a key differentiator for our customers in a competitive & challenging business environment.
How good is your organization towards one call resolution for customer service?
We provide SLA driven support services based on the ITIL framework with an Omni-channel Support Platform. This platform combines Chat Support, Toll-Free lines and a Customer Support Portal with Integrated email, ensuring the highest level of support for customers in their preferred medium.
We are now providing support to over 20 countries and are closing over 10,000 Support tickets Year-On-Year. We keep a close track of customer satisfaction with our C-SAT program and publish a NPS score and this helps our teams to enhance service levels consistently, thus making business users’ adoption of new systems smooth.
What were you company’s greatest disappointments or failures this year?
We continue to face challenges in on-boarding and retaining world-class talent to keep up the pace of our accelerated expansion plans and we are actively working on it.
What is you biggest resource limitation?
Our rapid scaling in the region is tied to our need for highly skilled resources. To address this issue, we are tying up with Sharjah University and Ajman University. This is closely tied to our support for the Emiratisation initiative. We look forward to growing our great team at RheinBrücke.
What are your plans with regards to starting a new product line or expanding to a new geographical area? What are the new customers’ wants that you can meet?
We are doing very well in the Middle East this year, we will be growing our presence in KSA.
Additionally, through RheinBrücke Technologies we will bring our award-winning MeRLIN Strategic Sourcing and eProcurement solution which is already managing over USD 2 Billion worth of procurement globally as well as our Travel and Expense Management solution Xpensa to this market.
Through our Distribution network, we will nurture a collaborative ecosystem of partnerships across Middle East with ERP, IOT and POS partners that will enable digital transformation of enterprises across the GCC and strengthen the company’s long-term commitment in the region by delivering world class solutions.
What are the technological trends that are creating opportunities for you?
We see a significant increase in enterprise adoption of process automation technologies. This helps make the enterprises nimble, data-centric and quick to make decisions across geographies and businesses.
The region is investing in technologies like IOT, AI, Machine Learning and Cloud and to give it a competitive edge. We are offering a majority (over 60%) of our new customers a unique combination of Cloud, Edge Computing and Analytics solutions. This is completely aligned with the UAE’s 2021 vision of a knowledge-based economy, promoting innovation.
How has the media coverage impacted the growth of your company?
The media coverage we received with the launch of Epicor on the Cloud was overwhelming. It has created a very positive impact for us in the region and has strategically reinforced our place on the map as the Cloud ERP HUB for the region. Media support has resulted in a 20% increased hit rate to our web, mobile and social channels and we attribute a 15% increase the number of leads & opportunities to the great traction we got in the Media in the last one year.
What are your biggest concerns about your customers? How simple is your customer’s ease of departure?
We have an extremely flexible approach to post-implementation support and we have been noticing a number of new customers coming to our fold over years, because they prefer the superior experience they have with us. As part of their journey with us at RheinBrücke, we ensure that we provide Onmi-channel support to all our customers post the implementation project till the end-user is confident with the solution.
Who do you see as an emerging competition?
Several service providers from India in the USD 500-750 million revenue range, have increased their focus in the region. However, with our deep understanding of the region, significant local presence and vertical expertise, customers realize that the return on investment (ROI) tends to be higher with us, because our solutions address their business needs in a wholistic manner.
How does the changing regulatory environment affect you?
Our solutions are 100% VAT ready. Positive and Negative impact Data protection legislation and regulatory enforcement actions are rapidly changing throughout the world. They are having an immediate impact on how organizations globally approach cybersecurity, privacy, breach notification and data storage and protection.
The answer rests in planning ahead and having optimized infrastructure, technology, and trained personnel to ensure eﬀective, eﬃcient, accurate, and documented compliance. We enhance compliance and at the same time giving a superior user experience and higher productivity.
What is the annual turnover of your company?
We are growing at an accelerated pace for 5 years and are the largest Epicor partner in the region and we are looking at a USD 15 Million revenue this year.
How frequently do you conduct partner programs?
We have quarterly partner programs and our Distribution program in the Middle East has met with overwhelming responses across countries. We have planned a series of partner events in the coming quarters.
What are the new products/solutions added to your portfolio this year?
Apart from Epicor on the Cloud, MeRLIN, our Strategic Sourcing Solution and Xpensa, our Enterprise Expense Management solution have been added into our portfolio this year.
What is the number of customers acquiring this year? Please share the names (Optional)
We are targeting 20 new customers in the region this year on top of our existing customers and we ahead of our projection till date. This would be rapidly scaled up to 50 new customers next year as our distribution network expands.