By, Ted Rajanayagam, Executive Director, Global Cloud Technology Ingram Micro Cloud
The cloud presents many opportunities for our resellers to increase their overall revenue, profit margin and level of customer service. Their customers need cloud solutions that address needs in many different areas to include communication and collaboration, infrastructure, security, vertical markets, cloud management services, just to name a few. Ingram Micro is committed to delivering on these solutions by partnering with market leaders like Microsoft, Cisco, McAfee, and others that are leading the way by providing offerings that are easy to consume by end users.
But, delivering a cloud service is only part of the equation. Superior customer support is what further ensures the success of our partners and their customers. That is why we recently launched the Ingram Micro Service Desk. Service Desk allows our partners to resell a global customer support solution, staffed by Ingram Micro employees. Skilled, trained and certified through our internal Cloud University program, our support team is well-equipped to handle service requests and resolve problems quickly and efficiently. Our multi-lingual team supports North America, Europe, Asia Pacific and Latin America regions, and are available 24/7 via phone, chat and email.
Our support teams proactively monitor the lifecycle of service requests by leveraging Microsoft Dynamics CRM which integrates with systems like ConnectWise and AutoTask. Such tools enable the Service Desk to identify and intercept any roadblocks during the service request lifecycle to prevent escalations and ensure the fastest response possible. This is also combined with our internal quality assurance program, which tracks key metrics for associates such as courtesy, concern, timely resolution, knowledge and compliance.
To summarize, Ingram Micro Cloud gives resellers the ability to provide a more complete solution that encompasses cloud services and support. Service Desk is ideal for partners that do not wish to incur the expense and complexity of staffing an internal support organization. We also go one step further by providing free support to our partners through our Cloud Ignite Services. Whether the partner or customer needs world-class support, Ingram Micro is there to ensure the best experience possible.