Ingram Micro 2001 Annual Report Download - page 7

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SALES TEAM RESTRUCTURING RESULTS IN GREATER EFFICIENCIES — AND CUSTOMER SATISFACTION.
After a comprehensive analysis of our customers’ needs, our U.S. sales division restructured its organization in 2001,
moving 6,500 customers to dedicated sales teams that are able to provide support without an increase in personnel. At the
same time, we streamlined operations and improved our business processes, reducing administrative tasks and giving sales
representatives more time to cultivate customer relationships. As a result of these efforts, revenue per employee has
increased significantly. According to Pat Collins, senior vice president sales, Ingram Micro North America, “Even though the
number of customers assigned to each account representative has increased, U.S. sales efficiency has improved. Most important,
recent evaluations among various accounts show that customer feedback has never been more positive.”
WIRELESS TECHNOLOGY ALLOWS REAL
-TIME DATA COLLECTION AND IMPROVES EFFICIENCIES.
IM-First, a next-generation wireless and paperless distribution management system, has made manual data collection
obsolete in our distribution centers. Designed by Ingram Micro, IM-First connects the company’s entire U.S. distribution
network to expedite fulfillment and reverse-logistics services. Reports are now generated online in real time, providing
instant access to information. They help us make informed operational decisions quickly and have the right products in the
right place. “With the implementation of IM-First, not only has the accuracy of processing been improved but productivity at
our facilities has increased as much as 20 to 30 percent,” explains Frank Ro, director of distribution systems. “We now truly
have the ability to process orders 24/7.”
U.S. Sales: Teamwork on the part of U.S. sales took customer service to new levels in 2001. Representing the team with Pat
Collins (center) are (left to right) Michelle Herrera, Cindy McNew, Jim Simonelli, Cayle Curtis, Audra Lynch and Todd Rickman.
IM-First Team: IM-First brought real-time connectivity to Ingram Micro's distribution centers this year. Shown are representatives
of the IM-First team including (left to right) Chris Insley, Justin Cirillo, Matt Smentek, Carmella Cassetta, Frank Ro, and Mike Brooks.
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