Ingram Micro Service Network (IMSN) Overview
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Transcript of Ingram Micro Service Network (IMSN) Overview
110801_1Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
Ingram Micro Service Network(IMSN) Overview
110801_2Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
Purpose of this presentation This presentation is designed to give a high level overview of
IMSN. This should be shared within your organization to those that are unfamiliar with the network, and can also be used to present your organization’s service capabilities to customers. Case studies are also available for you to share.
Ingram Micro Service Network | IMSN
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Competitive Differentiator to win more business Expand Technical Competency Extend Geographic Reach Minimize risk & cost of new technology/markets Easy, safe, high quality service delivery for any
stage of an IT asset’s lifecycle Increase your own Profitability
IMSN | Value Proposition
110801_4Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
Certain comments made in this presentation may be characterized as forward looking under the Private Securities Litigation Reform Act of 1995.
Those statements involve a number of factors that could cause actual results to differ materially.
Additional information concerning these factors may be found in the Company’s 2011 Annual Report on Form 10-K and the Company’s Q3 Quarterly Report on Form 10-Q under “Item 1A” and in future filings with the SEC. Copies are available from the SEC, the company website or Ingram Micro Investor Relations.
Forward-Looking Statement
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Ingram Micro: A World Leader In IT
*As of fiscal year 2011
30+ years experience in IT distribution
The world's largest provider of technology products and services
2011 annual revenues: $36.3 billion* Approximately 15,500 associates* Customers in approx. 145 countries* 105 distribution centers worldwide* Operations in 25 countries No. 81 on 2012 Fortune 500 list Diverse capabilities in complementary
adjacencies and services Only global broad-based IT distributor
with significant, multi-country Asia-Pacific presence
Global corporate responsibility focus
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The Integral Bridge Between Vendors And Resellers…
VARs: SMB, Enterprise & Government
More than 1,300 Vendors | More than 190,000 Resellers
Ability to combine a wide array of technologies and products to create the optimum complete solution
eTailRetail
Sales and MarketingFinancing
Technical Support
Inventory ManagementVendor RelationsManaged Services
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Ingram Micro is committed to be a corporate citizen, one whose practices are good for our communities, environment, associates and business.
Our corporate responsibility objectives include: Our Environment: Lead as an accountable
corporation minimizing our company’s impact on the environment.
Our Communities: Be a positive influence in the communities in which we work and live.
Our Workplace: Maintain a rewarding, respectful and safe workplace for all associates.
Corporate Social Responsibility
The world is not just where we do business – its where we live, play and raise our families.
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North American services network that delivers onsite and professional IT services Composed of top-tier solution providers Members design, deploy, and support technology products
and services
Support for the full lifecycle of an IT Asset
What is the Ingram Micro Service Network (IMSN)?
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Ingram Micro provides the infrastructure to support this “Platform for Partnership” Contractually protected environment
• Umbrella Non-compete & Confidentiality Agreements The IMSN Team
• IMSN Dispatch• Service Engagement Managers• Quality Control & Member Compliance resource
Web-based service management tool• On-line partner search and dispatching system• Support both US and Canadian currency
Billing mechanism• Flexible labor rates negotiable between two partners• Automated, on-line work order approval• Billing to partner’s net terms account with Ingram Micro
IMSN Partnership Infrastructure
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“Platform for Partnership” Enables solution providers to partner with one another
for professional services delivery Help grow their business
• Existing and new customers• Multiple categories and verticals • All geographies of North America
By partnering with IMSN, Solution Providers • Increase their economies of scale• Enjoy flexibility and scalability of technical labor resources • Reduce service delivery costs
What is the Ingram Micro Service Network (IMSN)?
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Support for cross-border and international transactions Service billing in local country’s currency Nightly currency conversion Labor rates determined by country where work is
performed Monthly membership transaction fees billed in Canadian
dollars Automated billing to Canadian members’ IMpulse accounts
IMSN Coverage : U.S. and Canada
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IMSN | Member Reach
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Over 600 solution providers with advanced service infrastructures and technical capabilities Over 6,000 certified service professionals in 800 metropolitan markets
across North America Extensive technical delivery capabilities
From desktop / server / printer support and basic networking to…
Storage / Content Management Wireless / Mobility VoIP, IP Surveillance, Convergence Security DC / POS Digital Signage Virtualization System Integration Services
IMSN | Resources
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Serves as foundation for VAR partnerships in IMSN Enhanced Functionality and Ease of Use
Web-Based On-line Work Order Approval & Billing “Self-Service” - Multi-Level Member Access and Administration Support of Canadian Currency On-Line Member Profile Administration Geo match search capabilities at the company level, based on
technical capabilities and skill sets Assign service cases to one, many or all!
Cloud-based Dispatch Platform
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Document and view the transaction via the Online Portal
Current and Archive Record keeping Detail the communication strings during
engagement Upload and store attached SOWs, Change Orders,
Installation check-lists, sign-off docs, etc. to the specific work order
Simplified and centralized billing management
Why Use a Hosted Dispatch solution?
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Unique Solution-Provider-Delivered Service Model Investment in infrastructure and training Understand importance of building and maintaining customer
relationships Vertical market expertise and local market knowledge
Quality Professional, business-grade solution providers -- not freelance “hired
guns” SLA-driven model with oversight by the IMSN Dispatch team Quality and compliance subcommittees End-user customer satisfaction surveys
Consistent Service Delivery Standardized pricing – pre negotiated rates w/ flexible pricing
capabilities Billing and invoicing controls throughout transactions
What Sets Our Members Apart?
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Access to Industry-Leading Technology Expertise and Service Capabilities Not simply break/fix service for desktops and peripherals Pre- and post-sales professional and consultative services Solution providers sell and support leading-edge technology
solutions Technology experts identified within the following in-demand skill
sets: Server and Networking Technologies Digital Signage Health Care Security Virtualization Web Security Unified Communications High Performance Computing
What Sets Our Members Apart?
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Customer Satisfaction Customer-satisfaction surveys on all cases within 72 hours
of completion Servicing partners are measured on
• Response time,• Technical capabilities• Professionalism• Communication
Service Providers must maintain a minimum satisfaction rating of 4.5 (on a 1-5 scale)
IMSN consistently scores on par with, or above, the national average satisfaction ratings
What Sets Our Members Apart?
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Benefits: Expand your services practice nationally and internationally All transaction are documented for record keeping purposes All partners complete activity under the strict non-
disclosure and non-compete protections Eliminate A/R and A/P setup and processing between
partners IMSN Dispatch to support internal “dispute arbitration”
amongst partners Roll-out multi-location / multi-party projects more efficiently Potential for case studies / success stories in Ingram Micro
and industry publications Efficient support of your end user customers Effective and efficient project management processes
IMSN Program Benefits
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Allows you to control costs and test out new technologies without investing in the up-front infrastructure
Win additional business by being identified as a technology expert within the IMSN
Fortune 100 infrastructure to support VAR needs Contractually protected environment IMOnsite web-based software platform IMSN team of resources (the human element)
100-percent channel-focused IMSN members can be leveraged by non-members, with
the same protections and processes in place!
IMSN Program Benefits Continued
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Interested IM Partners complete and return Program Agreement, Partner Profile, and NDA to IMSN Dispatch team
IMSN Dispatch team creates profile in online dispatch portal IMSN members update profiles in the dispatch portal detailing:
Company level authorizations Individual certifications Geographic areas of coverage
Lead partners submit service requests and assign them to service partners IMSN Dispatch also available to assist dispatching service requests
Service partners follow SLA’s for responding to, dispatching and closing service requests
IMSN Workflows
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Upon validation of completion, Ingram Micro processes debits and credits to IMSN members terms accounts
IMSN Dispatch surveys end users to complete customer satisfaction surveys
IMSN Workflows Continued
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Typical IMSN Service Requests Site surveys and assessments Multi-site deployments Installation / On-site configuration Large implementation, upgrade, or refresh projects Ad hoc break/fix service incidences Scheduled / preventative maintenance Specialized and advanced technologies
When IMSN Comes in Handy
Flexibility for all service opportunitiesOne site at a time vs. hundred of sites
One hour of service vs. dozens of hoursOne body per location vs. handful of techs
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IMSN Dispatch Staffed 8am – 5pm EST, Monday – Friday Supervisory support after hours and on weekends
IMSN Business Development Managers Resources available to help you win business Help train internal organization on the value of IMSN
Project Deployment Services Assistance with large scale rollouts
New Member Conference Calls Fourth Thursday of each month 2:00pm ET / 11:00am PT
Dispatch Portal Training led by IMSN Dispatchers
IMSN Support & Resources
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IMSN Business Development Kit
Information and Resources to help you build a Professional Services Practice at: www.ingrammicro.com/professionalservices
White Labeled Collateral: IMSN presentations Case studies Marketing Collateral
Online Dispatch Portal accessible at:https://imonsite.ingrammicro.com
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IM Professional Services
Ingram Micro Services NetworkIM brokered solution provider networkStandard hourly rates for labor services
IT Staffing ServicesPermanent or temporary positionsFlexible Staff Augmentation Solutions
IT Asset Disposition ServicesSecure and responsible disposal Removes liability for information
Onsite Professional ServicesCategory and Vendor Specific ServicesSKU’s and Customizable SOW’s
Ingram Micro Training AcademyClassroom or Online – guaranteed to runCan be resold to end users
3rd Party Warranty ServicesPrivate label product protectionVariety of Coverage Options
Remote System Admin ServicesSave a truck rollOutsource support and development
System Integration ServicesCompliment Cloud Services salesCustomizable to end-user environments
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Professional ServicesTalia Love - market account [email protected] | x67247
Brad Banas - market account [email protected] | x66686
Sean Herrington - imsn dispatcher [email protected] | 1(800)235-4128
John Redman – mgr. of professional services operations [email protected] | x67014
Information | Support | OrderRefer to the following websites:www.ingrammicro.com/professionalservices | www.ingrammicro.com/imta Contact Professional Services team [email protected] | [email protected]
IMTAMichael Beach - market account [email protected] | x66630
Jamie Kline - market account [email protected] | x65115
1(800) 456-8000
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission. 110801_28