Ingram Micro Australia has appointed a sales director, Paul Scanlan, to manage all call centre operations and sales initiatives. His appointment is part of a push to improve customer relations.
Scanlan’s role was created when Ingram’s internal and external sales divisions were recently merged, Ingram Micro Australia managing director, Steve Rust, said.
“There’s a lot of linkage between the business development managers on the road and in the call centre,” Rust said. “Having them integrated makes good sense.”
Scanlan was hired because of his varied sales and marketing background, as well as his previous experience with Canon, Inchape, Avaya and Danka, Rust said.
Scanlan said his role would be particularly focused on call centre management. Since assuming the role five weeks ago, he claims to have implemented a number of initiatives, including a call centre recruitment drive that increased staffing by 20 per cent.
“It’s the sharp end of the business,” Scanlan said. “If I get this right the rest of the business will flow through.”
Rust said Ingram was also placing greater emphasis on its recently revamped website in order to alleviate pressure on its call centre.
Recent bundling and discounts on products for online orders had seen Web sales increase by 300 per cent over the past year, he said.
The new site would be expanded over time, according to Rust, with the inclusion of sales and marketing support, the automation of software licensing order processes, real-time credit card processing, and a stock return function.
To help cope with increasing sales growth, Scanlan said he had also instigated an increase in Ingram’s operating hours during the end of financial year period.
Rust said Ingram had been experiencing growth far beyond what the company had expected. As previously reported in ARN, this had led to some customer dissatisfaction.
“The market has been much more buoyant that we’ve expected and because no one planned for such high growth in the first half of this year, it has caught us unawares,” he said.
Rust put the escalating growth down to a general level of optimism around the economy, particularly within the SMB market place.
Mobile notebook solutions were also driving the market and were now the strongest part of Ingram’s product portfolio with revenues up around 30 per cent based on last year’s sales, he said.