1 / 12

Your World-Class IT Business Solution

Your World-Class IT Business Solution. Ingram Micro Service Network (IMSN) Mission. To provide customers with world-class service and support that is reliable and expeditious. What Is IMSN?. Partners with your IMSN Business Partner to leverage:

rlora
Download Presentation

Your World-Class IT Business Solution

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Your World-Class IT Business Solution

  2. Ingram Micro Service Network (IMSN) Mission To provide customers with world-class service and support that is reliable and expeditious.

  3. What Is IMSN? • Partners with your IMSN Business Partner to leverage: • More than 550 partner locations across North America • Over 10,000 certified service professionals • Coverage in over 800 metropolitan markets including Canada • 24 x 7 service and support based on your business needs

  4. Call Management Center • Providing solutions since 1992 • Dispatched and managed over 300,000 service cases • Centralized 800 number in operation 7 days a week, 24 hours a day, 365 days a year • Staff personnel: • Management — VP, Senior Director and Senior Manager • Case Management — Supervisor and Call Managers • Support — Authorization, Project Coordination, Billing, compliance • Web-based case management software, Clarify, with ability to search on multiple options

  5. IMSN Partner Locations Alaska Hawaii Puerto Rico

  6. IMSN Partner Capabilities “Life Cycle Services” • Extensive Technology Solutions • Security • Storage • Wireless • Converging Technologies • Coverage available 24/7 • Professional Service • Network design, integration and implementation LAN/WAN environment • Technology refresh services • Migration services

  7. IMSN Partner Capabilities • Outsourcing services • Professional services • Remedial PC, printer and server maintenance • Technology refresh services • Upgrades • Warranty services

  8. Your Benefits • Multi-manufacturer environment to complete your IT solution • Flexible Contract Engagement • Industry-standard certified engineers across North America • Core Competencies such as IBM, HP and higher end manufacturers Cisco, Citrix, Symantec, VERITAS and WatchGuard • Management of all service case activities and SLAs

  9. Customer Satisfaction • Customer-satisfaction-call performed on all incidents within 72 hours of completion • Servicing partners are measured on response time, technical capability, professionalism and communication • All members must maintain minimum satisfaction rating of 4.5 (on a 1-5 scale) • National average overall rating is 4.6 • IMSN is benchmarked against nationwide service providers through Service 800, a CompTIA organization

  10. IMSN Exceeds Expectations • “With IMSN’s support, we are able to provide the client with sophisticated reporting and service delivery, which is superior to any other we have received.” • “IMSN was quick to react … they quickly put people on the street to monitor the cases. That was really key.” • “Thanks to IMSN’s commitment to customer service and quality providers, the company continues to solidify an important relationship.”

  11. Backed By Ingram Micro • Ingram Micro is the world’s leading wholesale distributor of technology products and services • 2002 sales of more than $22 billion • Over 280,000 products from 1,700 manufacturers • 175,000 solution providers in more than 100 countries • 123,000 shipments per day worldwide

  12. Bringing to you World – Class IT Business SolutionsThank you

More Related