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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:

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Your World-Class IT Business Solution

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  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

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