Ingram Micro Opens Fujitsu-Managed Customer Service for Channel Partners to Offer End Users
Enables IT solution providers and MSPs to offer always-open service and support option.
Ingram Micro Inc. said that its services division has opened a 24x7x365 service and support operation managed by Fujitsu America through which channel partners and managed service providers (MSPs) can offer customers access to highly trained and experienced customer service representatives.
Channel partners will be able to offer service and support under their own brand to customers through the Ingram Micro Service Desk, officials said. The offering, which is available now, is based on Information Technology Infrastructure Library (ITIL) principles, and will provide Level 1 service desk support from representatives training in service requests, incident management, service maintenance, information requests and systems and software.
The quality, cost and availability of customer service and IT support play a critical role in a business owners decision making process especially when it comes to fixed-fee managed IT and cloud computing solutions, said Renee Bergeron, Ingram Micro vice president, managed services and cloud computing.
By teaming with Fujitsu, were able to offer our channel partners access to a scalable, affordable, world-class Service Desk solution that will further differentiate their value and set them apart in the industry, she said.
Ron Caul, Fujitsu vice president, customer service, said that the experienced customer service representatives at Fujitsu act as an extension of the channel partners organization and serve as a single point of contact for their customers technology support needs.