ingram micro service desk - Ingram Micro Cloud Marketplace
INGRAM MICRO SERVICE DESK Outstanding customer support that exceeds expectations
OXEN Technology: “Ingram Micro was able to troubleshoot our customers’ problems with a one-call resolution, exceeding our servicelevel agreement.” Ingram Micro Service Desk
Quick and Easy Onboarding
As the world’s largest technology provider,
Our trained onboarding specialists will meet
Ingram Micro provides an affordable,
with you to understand the goals of your business and the needs of your customers.
scalable, quality-driven Service Desk. This enables partners to lower operating expenses while providing their end-user customers with an outstanding support experience that uses all three communication channels: phone, chat and email. This means that you can
We will quickly develop a customer profile to provision world-class support, including
requirements.
• Support for Microsoft Office
• 24x7, 8x5 or after hours (including
channels are standard with the Service Desk, allowing you the flexibility to best fit your customers’ needs.
120 seconds or less, with an 80
• Two-way Professional
Service Automation (PSA) integration with ConnectWise and Autotask
weekends) support options • Multi-lingual and multi-regional support
capabilities
• Phone, email and chat
support options
Private Label or Resale Support Options
• Monthly performance
• Resell a service desk as Ingram Micro, a
• Dedicated Knowledgebase
name your customers know and trust. Average Speed of Answers (ASA) ensures call and chats will be answered within
Micro Cloud Marketplace
365 CSP customers
One-Call Resolution
allowing you to focus on your core business. Phone, email and chat support
models: 24x7, 8x5, or afterhours (including weekends) • Provisioned on the Ingram
provide 24/7 technical support without draining your own resources.
80 percent of support calls on first contact,
• Three flexible support
ticketing procedures and escalation practices related to private label
Onshore and Off-shore Support Options Where Available
Ingram Micro Service Desk resolves
FEATURES
• Private label and use your existing
contact number, or receive a new toll- free number.
percent success rate.
Your Trusted Partner • Your customers are in good hands with
Ingram Micro, a Fortune 100 company with over 34 years of experience. • Our support team ensures a service-
desk standard of excellence. • Ingram Micro’s global infrastructure
provides a platform for growth.
© 2016 Ingram Micro Inc. All rights reserved. Ingram Micro and the Ingram Micro logo are trademarks used under license by Ingram Micro Inc. All other trademarks are the property of their respective companies. 6/15 CS2015.5555p.14
reporting
and FAQ’s
INGRAM MICRO SERVICE DESK Outstanding customer support that exceeds expectations
Description
Service Level and KPI’s
Average Speed of Answer (ASA)
-
Customer satisfaction and
-
First Contact Resolution (FCR) Abandonment Rate
-
Mean Time to Resolve
-
-
-
80 percent of calls and chats will be answered within 120 seconds or less. 80 percent of emails will be responded to within 4 business hours, 100% within 6 business hours 85 percent customer satisfaction (CSAT) score on all contacts 80 percent of contacts will be resolved at the first level (for resolvable incidents). Up to 5 percent of all calls and chats may be abandoned by the caller after 30 seconds or more. 80 percent of calls and chats will be resolved within 12 business hours, and 98% within 48 business hours 70% of emails will be resolved within 24 business hours, and 98 percent within 3 business days
Currently Supported Hardware, Software and Operating Systems Hardware Desktops Laptops
Software
*Operating Systems
System S/W (O.S. and drivers)
Windows
Application S/W (Microsoft Office, Office for Mac, Adobe Acrobat)
Apple
Peripherals*
Security S/W (Norton, McAfee, AVG, Microsoft Security Essentials, Avast)
Printers**
Internet Browser (Google Chrome, Internet Explorer, Firefox, Safari, Opera)
Smartphones Storage Devices Routers VoIP Phones
Ubuntu * Current version plus two versions back, unless no longer supported by the software manufacturer/ developer
*Mobile Operating Systems Android
Utility S/W (7-Zip, WinZip)
Apple iOS
* Keyboard, mouse, PC monitor and docking stations * * Printer support—Windows configuration setup, toner replacement and best reasonable-effort connectivity
Why Ingram Micro?
BlackBerry Windows * Current version plus two versions back, unless no longer supported by the software manufacturer/ developer
Let’s Get Started
Ingram Micro is a master cloud services
For more information on Ingram
provider (mCSP), offering channel partners
Micro Service Desk, please visit
and professionals access to a global
IngramMicroCloud.com/service-desk.
marketplace, expertise, solutions and
To get activated on the Ingram Micro
enablement programs that empower
Cloud Marketplace, email [email protected].
organizations to purchase, provision, manage and invoice cloud technologies with confidence and ease.
© 2016 Ingram Micro Inc. All rights reserved. Ingram Micro and the Ingram Micro logo are trademarks used under license by Ingram Micro Inc. All other trademarks are the property of their respective companies. 6/15 CS2015.5555p.14
OXEN Technology: “Ingram Micro was able to troubleshoot our customers’ problems with a one-call resolution, exceeding our servicelevel agreement.” Ingram Micro Service Desk
Quick and Easy Onboarding
As the world’s largest technology provider,
Our trained onboarding specialists will meet
Ingram Micro provides an affordable,
with you to understand the goals of your business and the needs of your customers.
scalable, quality-driven Service Desk. This enables partners to lower operating expenses while providing their end-user customers with an outstanding support experience that uses all three communication channels: phone, chat and email. This means that you can
We will quickly develop a customer profile to provision world-class support, including
requirements.
• Support for Microsoft Office
• 24x7, 8x5 or after hours (including
channels are standard with the Service Desk, allowing you the flexibility to best fit your customers’ needs.
120 seconds or less, with an 80
• Two-way Professional
Service Automation (PSA) integration with ConnectWise and Autotask
weekends) support options • Multi-lingual and multi-regional support
capabilities
• Phone, email and chat
support options
Private Label or Resale Support Options
• Monthly performance
• Resell a service desk as Ingram Micro, a
• Dedicated Knowledgebase
name your customers know and trust. Average Speed of Answers (ASA) ensures call and chats will be answered within
Micro Cloud Marketplace
365 CSP customers
One-Call Resolution
allowing you to focus on your core business. Phone, email and chat support
models: 24x7, 8x5, or afterhours (including weekends) • Provisioned on the Ingram
provide 24/7 technical support without draining your own resources.
80 percent of support calls on first contact,
• Three flexible support
ticketing procedures and escalation practices related to private label
Onshore and Off-shore Support Options Where Available
Ingram Micro Service Desk resolves
FEATURES
• Private label and use your existing
contact number, or receive a new toll- free number.
percent success rate.
Your Trusted Partner • Your customers are in good hands with
Ingram Micro, a Fortune 100 company with over 34 years of experience. • Our support team ensures a service-
desk standard of excellence. • Ingram Micro’s global infrastructure
provides a platform for growth.
© 2016 Ingram Micro Inc. All rights reserved. Ingram Micro and the Ingram Micro logo are trademarks used under license by Ingram Micro Inc. All other trademarks are the property of their respective companies. 6/15 CS2015.5555p.14
reporting
and FAQ’s
INGRAM MICRO SERVICE DESK Outstanding customer support that exceeds expectations
Description
Service Level and KPI’s
Average Speed of Answer (ASA)
-
Customer satisfaction and
-
First Contact Resolution (FCR) Abandonment Rate
-
Mean Time to Resolve
-
-
-
80 percent of calls and chats will be answered within 120 seconds or less. 80 percent of emails will be responded to within 4 business hours, 100% within 6 business hours 85 percent customer satisfaction (CSAT) score on all contacts 80 percent of contacts will be resolved at the first level (for resolvable incidents). Up to 5 percent of all calls and chats may be abandoned by the caller after 30 seconds or more. 80 percent of calls and chats will be resolved within 12 business hours, and 98% within 48 business hours 70% of emails will be resolved within 24 business hours, and 98 percent within 3 business days
Currently Supported Hardware, Software and Operating Systems Hardware Desktops Laptops
Software
*Operating Systems
System S/W (O.S. and drivers)
Windows
Application S/W (Microsoft Office, Office for Mac, Adobe Acrobat)
Apple
Peripherals*
Security S/W (Norton, McAfee, AVG, Microsoft Security Essentials, Avast)
Printers**
Internet Browser (Google Chrome, Internet Explorer, Firefox, Safari, Opera)
Smartphones Storage Devices Routers VoIP Phones
Ubuntu * Current version plus two versions back, unless no longer supported by the software manufacturer/ developer
*Mobile Operating Systems Android
Utility S/W (7-Zip, WinZip)
Apple iOS
* Keyboard, mouse, PC monitor and docking stations * * Printer support—Windows configuration setup, toner replacement and best reasonable-effort connectivity
Why Ingram Micro?
BlackBerry Windows * Current version plus two versions back, unless no longer supported by the software manufacturer/ developer
Let’s Get Started
Ingram Micro is a master cloud services
For more information on Ingram
provider (mCSP), offering channel partners
Micro Service Desk, please visit
and professionals access to a global
IngramMicroCloud.com/service-desk.
marketplace, expertise, solutions and
To get activated on the Ingram Micro
enablement programs that empower
Cloud Marketplace, email [email protected].
organizations to purchase, provision, manage and invoice cloud technologies with confidence and ease.
© 2016 Ingram Micro Inc. All rights reserved. Ingram Micro and the Ingram Micro logo are trademarks used under license by Ingram Micro Inc. All other trademarks are the property of their respective companies. 6/15 CS2015.5555p.14
