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Ingram Micro Service Network
(IMSN)
Overview
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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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, and can also be used to
present your organization’s service capabilities to customers.
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 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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Forward-Looking Statement
 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.
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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Ingram Micro: A World Leader In IT
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
*As of fiscal year 2011
30+ years experience in IT distribution
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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The Integral Bridge Between Vendors
And Resellers…
More than 1,300 Vendors
|
More than 190,000 Resellers
Sales and Marketing
Financing
Technical Support
VARs: SMB,
Enterprise &
Government
Retail
eTail
Inventory Management
Vendor Relations
Managed Services
Ability to combine a wide array of technologies and products to
create the optimum complete solution
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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Corporate Social Responsibility
 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.
The world is not just where we do business –
its where we live, play and raise our families.
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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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
Support for the full lifecycle of an IT Asset
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 “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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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What is the Ingram Micro Service
Network (IMSN)?
“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
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
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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
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
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 | Resources
 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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Cloud-based Dispatch Platform
 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!
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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Why Use a Hosted Dispatch solution?
 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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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 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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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:
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Server and Networking Technologies
Digital Signage
Health Care
Security
Virtualization
Web Security
Unified Communications
High Performance Computing
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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What Sets Our Members Apart?
 Customer Satisfaction
 Customer-satisfaction surveys on all cases within 72 hours
of completion
 Servicing partners are measured on
•
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•
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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
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 Program Benefits
 Benefits:
 Expand your services practice nationally and internationally
 All transaction are documented for record keeping purposes
 All partners complete activity under the strict nondisclosure 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
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 Program Benefits Continued
 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 Workflows
 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
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 Workflows Continued
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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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When IMSN Comes in Handy
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
Flexibility for all service opportunities
One site at a time vs. hundred of sites
One hour of service vs. dozens of hours
One body per location vs. 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 Support & Resources
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
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 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
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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IM Professional Services
Ingram Micro Services Network
Onsite Professional Services
IM brokered solution provider network
Standard hourly rates for labor services
Category and Vendor Specific Services
SKU’s and Customizable SOW’s
IT Staffing Services
3rd Party Warranty Services
Permanent or temporary positions
Flexible Staff Augmentation Solutions
Private label product protection
Variety of Coverage Options
IT Asset Disposition Services
Remote System Admin Services
Secure and responsible disposal
Removes liability for information
Save a truck roll
Outsource support and development
System Integration Services
Ingram Micro Training Academy
Compliment Cloud Services sales
Customizable to end-user environments
Classroom or Online – guaranteed to run
Can be resold to end users
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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Information | Support | Order
Refer to the following websites:
www.ingrammicro.com/professionalservices | www.ingrammicro.com/imta
Contact Professional Services team at
ProServices@IngramMicro.com | IMTA@IngramMicro.com
1(800) 456-8000
Professional Services
Talia Love - market account rep
IMTA
Michael Beach - market account rep
talia.love@ingrammicro.com | x67247
michael.beach@ingrammicro.com | x66630
Brad Banas - market account rep
Jamie Kline - market account rep
brad.banas@ingrammicro.com | x66686
jamie.kline@ingrammicro.com | x65115
Sean Herrington - imsn dispatcher
sean.herrington@ingrammicro.com |
1(800)235-4128
John Redman – mgr. of professional
services operations
john.redman@ingrammicro.com | x67014
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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