Ingram continues to tweak TechLink

Distribution giant, Ingram Micro, is continuing to tweak its TechLink portal and back end SAP system, after going live about two months ago.

In January, Ingram went live with its new ERP SAP-based system and changes to its TechLink e-commerce portal.

In the following days some resellers said they were experiencing issues with the new system. These related to delayed deliveries, invoices and licenses, and call waiting times.

Ingram Micro A/NZ vice-president and managing director, Jay Miley, said the company had felt an impact on its business since switching to the new system. It had intensified its effort in the market to regain that business.

“Undoubtedly, this change has had some impact on our business as we and our customers adapt to the new systems,” Ingram Micro A/NZ vice-president and managing director, Jay Miley, said. “However, it has been pleasing to see many of our customers sticking by us and we are seeing a good bounce back after the initial teething issues, as we work hard to resolve any outstanding issues.

“The overwhelming theme emerging is that customers want to work with us and we need to ensure that we have the best possible systems and support to help them in their business now and in the future.”

Miley said customers had already provided some valuable feedback and it continuing to make enhancements.

“We’re communicating progress on these to our customers on an on-going basis,” he said. “We acknowledge some issues remain, and these have our highest possible attention.

“We are devoting focus and resources to addressing these issues so we can further improve customer service levels.” Some of the latest enhancements include the process of reviewing 60,000 product descriptions to improve the quality and speed of searching for products. This will be completed in the next few weeks.

The ability to search for products using original product codes has also been reinstated with information being added to more than 11,000 products providing more detailed information, brochures and images.

“The recent switchover to SAP provides us with the platform and capability to tailor our systems more closely to the needs of our customers, and so we’re working closely with them to identify how best to do this,” Miley said. “That’s resulting in a number of tweaks and suggestions for future enhancements which the team is working through – and will continue to work through.

“Ultimately, we are making this huge investment to improve the information support and deliver competitive advantage to Ingram and our business partners. Though the transition process has been somewhat painful at times, we are convinced our partners will be able to enjoy the outcome of this investment going forward.”

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