Ingram Micro Service Network
(IMSN)
Overview
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Ingram Micro Service Network
IMSN
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.
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Value Proposition
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
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IMSN
Who is Ingram Micro?
 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
What is the Ingram Micro Service Network
(IMSN)?
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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
What 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Partnership Infrastructure
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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Coverage : U.S. and Canada
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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Member Reach
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IMSN
Resources
 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 capabilities
From 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
IMOnsite Software Platform
 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!
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Why Use IMOnsite?
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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Benefits
 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
What Sets Our Members Apart?
 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
What 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)
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
What Sets Our Members Apart?
 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Benefits
 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Benefits cont.
 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!
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
How IMSN Works – Next steps….
 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
How IMSN Works – Next steps cont.
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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
When IMSN Comes in Handy
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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
When 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
IMSN Support & Resources
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 projectbased, temp-to-hire or direct-placement basis
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Training & Education
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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Training & 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Tools
 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 crossborder transactions
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IMSN
Key Contacts
 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
 Michael Giambanco – IT Staffing
800-456-8000 x64803
800-456-8000 x67052
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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