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Ingram outsourcing aimed to boost service

Ingram outsourcing aimed to boost service

Relocating some of its local purchasing and credit activities off-shore will allow Ingram Micro to redeploy resources into customer service roles, the company says.

The distributor plans to outsource a number of its transactional purchasing and credit functions to an Ingram Micro facility in Malaysia.

While the changes will result in two redundancies, they will have little or no effect on local resellers, says managing director Jay Miley.

“We’re not mass relocating our credit or purchasing functions – just certain activities in both areas. Most of these are back-office related. This move will have little, if any, impact on our partners here in New Zealand.”

However, Miley says the changes will free up resources that can be redirected into boosting service levels. “It is not about moving headcount, but to create funding to redeploy resources into revenue generating roles that touch vendors or customers directly.”

The move is a continuation of Ingram Micro’s effort over the past year to increase the number of customer-facing staff and to streamline its business, says Miley.

“Over the past 12 months we have been focusing on improving the quality of service provided to our partners. During that time we have increased the number of customer-facing staff who work directly with our customers, and have streamlined our internal structure with the formation of new product divisions.”

No definite date is set for the change and the company will run parallel processes in Auckland and Malaysia to ensure service levels are not impacted, says Miley. “We are going to spend a considerable amount of time and effort in the transition of the activities.”


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