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Ingram Micros National Service Network Sets Global ExpansionCustomers of Ingram Micro Canada can now take advantage of the services offered through Ingram Micros National Service Network communityLAS VEGAS, Nov. 13, 2000Ingram Micro Inc. (NYSE: IM), the largest global provider of wholesale technology products and services, today announced its National Service Network(NSN) community has expanded from a strong base in the United States into Canada in an effort to create a global service community. Established in the United States in 1992, NSN is a membership community of service providers that collaborate to offer service solutions to end users of information technology products. The services offered through the NSN community 24-hours per day, seven days per week include network design, installation and integration; outsourced technical services; migration services; remedial PC, server and printer maintenance; and installations, moves, adds and changes (IMAC). More than 3,000 certified professionals at 400 value-added resellers across the United States belong to NSN to receive benefits such as call center management and tracking, standardized pricing for services and invoicing. In 1999, NSN performed more than 30,000 field service engagements. NSN has a proven track record for providing superior service for our U.S. customers, said Kevin Murai, president, Ingram Micro U.S. We feel it is important to expand the scope of this community network into other regions, and Canada is a natural place to begin this effort. The expansion of NSN into Canada is designed to meet the needs of technology solution providers, in particular those that are small or mid-sized businesses that provide service to customers in both countries, but are not able to compete across international borders. The NSN community provides members with the capability to compete on a global scale while maintaining ownership of its customers locally. Through the support of NSN, members become a channel service source for their customers. NSN averages more than 2,300 field service calls per month in the United States. All service requests are dispatched directly to NSN members utilizing an Internet-enabled call management system, allowing for quick response and resolution to customers needs. Every service call is quality-controlled and benchmarked by Ingram Micro to ensure member compliance and customer satisfaction. NSNs high rate of customer satisfaction is evidenced by the CompTIA ServiceMetric benchmark results for field service organizations, as performed by Service 800, Inc., an independent customer-satisfaction rating agency. On a five-point scale, with five being the highest rating, the NSN organization in the United States consistently receives scores between 4.4 and 4.5. The expansion of NSN in Canada lays the foundation for a global operation that will make it possible for Ingram Micros technology solution providers to respond to their customers service needs across all borders, said Asger Falstrup, president, Ingram Micro Canada. We are pleased that our customers in Canada can now benefit from the additional service capabilities provided to them through NSN. About Ingram Micro Inc. Ingram Micro Inc. is the largest global wholesale provider of technology solutions, products and services. The company operates in 34 countries with sales exceeding $30 billion for the past four reported quarters. Ingram Micros global regions offer e-commerce solutions, logistics services, and technology product distribution and marketing to more than 175,000 technology solution providers and manufacturers. The company is focused on maximizing shareowner value and achieving customer satisfaction by continuously innovating the IT supply chain. For more information, contact: Ingram Micro Inc.: Ingram Micro Canada: Benjamin Group/BSMG Worldwide: |
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