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


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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. Case studies are also available for you to share.

Ingram Micro Service NetworkIMSN


Competitive Differentiator Win more business Access to resources without in house investment Minimize risk & cost of new technology/markets Easy, safe, high quality on-site delivery

IMSNValue Proposition


As the world’s largest IT distributor, Ingram Micro represents:– More than 25 years of experience in information technology– More than 25 years of excellence in supply chain logistics– 2007 revenue exceeding $35 billion– Publicly traded (NYSE: IM); no. 70 on 2007 Fortune 500– Operations in 36 countries with more than 12,000 employees – Providing logistics, marketing, sales, and value-added

services for IT products from nearly 1,400 suppliers– Supplying hardware, software, and services to nearly 165,000

solution providers in 100 countries

IMSNWho is Ingram Micro?


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

Not just break/fix services– Pre- and post-sales professional services capabilities– Site surveys Assessment Design Test / Proof of concept

Sell Deploy Implementation Manage Service Refresh

IMSNWhat is the Ingram Micro Service Network (IMSN)?


Platform for Partnership”– Purpose is to enable solution providers to partner with

one another for professional services delivery– Help grow their business, with existing and new

customers, across multiple technology areas, throughout all geographies of North America

– By partnering, solution providers increase their economies of scale, take advantage of flexible, scalable technical labor resources, and reduce service delivery costs

IMSNWhat is the Ingram Micro Service Network (IMSN)?


Ingram Micro provides the infrastructure to support this IMSN “Platform for Partnership”– Contractually protected environment

Umbrella Non-compete & Confidentiality Agreements– The IMSN Team

Call Management Center Service Engagement Managers Quality Control & Member Compliance resource

– Web-based service management tool IMOnsite 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

IMSNPartnership Infrastructure


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

IMSNCoverage : U.S. and Canada


IMSNMember Reach


Over 800 solution providers with advanced service infrastructures and technical capabilities

Over 10,000 certified service professionals in 800 metropolitan markets across North America

Extensive technical delivery capabilitiesFrom desktop / server / printer support and basic networking to…

– Storage / Content Management– Wireless / Mobility– VoIP, IP Surveillance, Convergence– Security– AIDC / POS – Digital Signage– Virtualization Assessment and Delivery

IMSNResources


Next-generation services application built by Autotask, services as foundation for VAR partnerships in IMSN

Enhanced Functionality and Ease of Use– Supported by most mobile devices– 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!

IMSNIMOnsite Software Platform


Document that transaction via IMOnsite Records keeping Detail the communication strings during

engagement Attached SOWs, Change Orders, Installation

check-lists, sign-off docs, etc. to IMOnsite work order

Manage billing

IMSNWhy Use IMOnsite?


Benefits:– Transaction is documented for record keeping– Operating under the IMSN’s NDA, non-compete protections– Eliminate A/R and A/P between partners– Support of IMSN Call Management Center and internal

“dispute arbitration” resources– Roll-out multi-location / multi-party projects more efficiently– Potential for case studies / success stories in Ingram Micro

and industry publications

IMSNBenefits


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 management by IMSN– 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

IMSNWhat Sets Our Members Apart?


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: AIDC / POS Business Continuity Compliance Digital Signage IP Video Surveillance Virtualization Voice over IP (VOIP)



Customer Satisfaction– Customer-satisfaction calls on all incidents within 72 hours

of completion– Servicing partners are measured on response time,

technical capabilities, professionalism and communication– All members 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 rating– IMSN is also benchmarked against nationwide service

providers through Service 800, a CompTIA affiliate



Allows you to expand your geographic reach and managed services practice nationally (and into Canada too!)

Allows you to offer additional technical capabilities that aren’t within your core competency

Increase your revenue and profits by having the ability to deploy multi-manufacturer and multi-location service projects

Increase economies of scale, take advantage of flexible, scalable technical labor resources, and reduce service delivery costs

Efficient support of your end user customers More effective and efficient project management process

IMSNBenefits


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!

IMSNBenefits cont.


IMSN members complete profiles in IMOnsite detailing their company level authorizations and individual certification, along with geographic areas of coverage

Lead partners access IMOnsite, perform a geo-match to locate partners, create work orders and assign them to service partners– Members also may call the IMSN Call Management Center at a

centralized 800 number for assistance in dispatching requests

Service partners follow specific service-level agreements (SLAs) for responding to and closing service opportunities in desired timeframes

IMSNHow IMSN Works – Next steps….


Ingram Micro processes debits and credits to partners’ accounts after work-order approval

IMSN Call Management Center contacts end users to complete customer satisfaction surveys

IMSNHow IMSN Works – Next steps cont.


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

IMSNWhen IMSN Comes in Handy


One site at a time … Or … hundred of sites

One hour of service … Or … dozens of hours

One body per location … Or … handful of techs

IMSNWhen IMSN Comes in Handy


IMSN Call Management Center– Staffed 5am – 5pm Pacific time, 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

IT Staffing Services– Assistance with locating trained personnel for project-

based, temp-to-hire or direct-placement basis

IMSNIMSN Support & Resources


New Member Conference Calls– First Thursday of each month at 8 a.m. Pacific/11 a.m. Eastern

IMOnsite Training led by IMSN Call Center associates

IMSNTraining & Education


Regional Services Seminars – Invitations and information available via e-mail broadcasts and

monthly newsletters

Member to member webinars– Invitations and information available via e-mail broadcasts and

monthly newsletters

Monthly Services Division Newsletter

IMSNTraining & Education


Tools and Resources” link from IMOnsite to IMSN Operations Manual, presentations, case studies, and collateral

IMSN Website – www.ingrammicro.com/imsn (login required) IMOnsite –

– Software platform built on Autotask technology– Contains technical skill-set profiles for all IMSN members– Allows you to locate partners through simple ZIP code

searches– Supports online work-order creation, dispatch, invoice

approval and billing– Supports Canadian and U.S. currency for local and cross-

border transactions

IMSNTools

http://www.ingrammicro.com/imsn


IMSN Call Center 800-235-4128 Laura Nunez

Call Center Supervisor, Escalations 714-382-4375

Patti Chenard IMSN Project Manager 714-382-4896

Jamie Siffringer New Member Specialist 800-456-8000 x67028

Brian Weaver Manager, Services Business Development 800-456-8000 x64803

Michael Giambanco – IT Staffing 800-456-8000 x67052

IMSNKey Contacts

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_30

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