B2B Tech Talk with Ingram Micro
B2B Tech Talk with Ingram Micro

Episode · 1 week ago

Igniting the Spark of Transformation with Brian Stelmach and Cori Hahn

ABOUT THIS EPISODE

The best customer experience is the one that’s ever evolving for the better. To achieve that cadence, you need consistent means of gathering feedback and an open dialogue built for improvement. 

Ingram Micro strives for excellence across all offerings, and our client relationships reflect that aim. 

Shelby Skrhak speaks with Brian Stelmach , Solution Design and Services manager, and Cori Hahn , senior technical account manager, both of Ingram Micro, about:  

- Scaling engineering resources

- What makes Ingram Micro unique

- Valuing feedback above all else 

To join the discussion, follow us on Twitter @IngramTechSol #B2BTechTalk 

Listen to this episode and more like it by subscribing to B2B Tech Talk on Spotify, Apple Podcasts or Stitcher. Or tune in on our website.

You're listening to B two B tech talk with Ingram Micros the place to learn about new technology and technological advances before they become mainstream. This is the Cisco Edition. Taking Your Business. I'll level up. Let's get into it. Welcome to B two B tech talk with Ingram micro. I'm your host shall be Scare Hawk, and our guest today Brian's tell Mik, solution design and services manager, and Corey Han, senior technical account manager, both of Ingram Micro. Brian and Corey, welcome. Thank you, Shelly. Appreciate it. Thanks for having us. Thanks well. So today we are talking about Ingram Micro's solution design and services team and and the resources that are available for working with Cisco. But first off, Brian, for those who are new to Ingram micro, what is solution design and services? Solution designer services is...

...a pre sale group that creates hundreds of thousands of solutions for our partners each year across thousands of vendors. Really, our department to exists to grow and deliver full solutions for our resell our partners, to capture as much as the sale as possible. As we continue to expand, will continue to train and certify or to Inter plus associates to stay on top of and provide the most accurate and current solutions for resellers and their customers. We assess and gather relevant information about our partner's business needs by probing about budget, closed date and the use of the products every opportunity we get. We improve the customer experience and we help win business deals for our clients. Our value really is not just around our knowledge, but our willingness to share our knowledge with others well. So, Corey. How does this help? Scale of partners engineering resources? Many of our partners are finding themselves limited by their available engineering bench and it's not always possible to go out and hire more resources to overcome those limitations because those engineering resources don't come cheap to the part to the company. But at...

...the same time, our partners also don't want to tie up their limited engineering resources doing data entry to generate the basic configurations that are needed that their sales teams need to be able to generate a price quote to their customer. So leveraging SDNs is a starting point for the bomb creations, some of those initial conversations on new opportunities allows those limited engineering resources to spend their time on higher value activities versus just, you know, any entering part numbers into in quantities and to CISCOO's ordering tools. So, Brian. Then, continuing that thought, how does this streamline working with with CISCO? The value really comes from our ability to scale outside of expertise and solve our customer problems. And it's not just sending skews in quotes for products. So what if you're abuilable technical resources? Spent more time with customers and less time building designing solutions, between the time consuming vendor tools and programs and researching and products, ability, we...

...can help. The one thing we're always looking for is feedback. Feedback helps US transform from good to great, and the only way we can do that is by listening to what our customers wants and needs are. So we are redeployed resources and time into developing the newest offering from SDNS, CISCO concierge. This now gives Cisco authorized partners or partners looking to build a practice around Cisco Solution De Flexibility to engage with our technical experts when it's most convenient for them and their customers. Currently, we're piling this program or this new service that we're offering with Ingram micro, SMB and trust x alliance partners, but we're going to be looking to expand this service to part more partners in the future. So, Corey, why is this program unique? And I guess why? Turn to Ingram micro. INGRAM CISCO SOLUTION DESIGN AND SERVICES TEAM ASKS PROBING QUESTIONS TO DRAW information out of our partners around the opportunity that they're looking to be to quote to their end customer. So that allows us to do a...

...couple of things. Not only does it allow us to make sure that we are providing a solution that solves for what the customers actual business need is, but it also allows us to identify areas where the reseller can cross sell and put a full solution in front of the customer in ways that they may not necessarily have thought of. So, for example, reseller calls in, they you know, the customer asked them for a firewall and VPN licenses. We would get all the information that we need in order to be able to generate a quote for those specific items. But we're also going to ask some additional questions around like hey, you know, what is your customer doing for content filtering? Or D N S protection for remote users. What are they doing? Do they have an M F A solution in place and are they, you know, are they looking to be able to provide a little bit more security around for those VPN customers? We then use Cisco tools to generate estimates for each opportunity they touch, and that estimate we share it out to the partner, which allows them to significantly streamline their deal registration process with Cisco,...

...because then they can just load the build directly into the quote that they're getting from CISCO TO GET PRICING FOR IT. The other thing that it does is that it also allows for continuity on subsequent calls. So if a partner needs to call back in to change a quantity or to, you know, to add maybe an optic or something like that to the quote, our tech can just pull up the build that we started, you know, on the initial phone call and they can keep building from there. So the customer doesn't have multiple estimates or deal registrations or anything like that to manage on a specific opportunity. Also, Brian, can you share any examples or anecdotes of how blankram micro's solution design and services, how the team has helped a partner. Yeah, absolutely. It's hard to really just share one because due to our transactional feedback survey, we're getting hundreds of comments week. But to narrow it down, one story that really speaks to me was when a RESA reached out to our quality team organically let us know how much they appreciate our STN s technicians. You mentioned that they were instrumental in assisting him with closing the Cisco deals...

...that he did and in the past two months he had processed just under a few million in Cisco orders to Ringram and the the SDNS team is the reason that he continues around his business or Ringram, and not the competition. And he called out some of the technicians names, you know. They said they were gracious, eager to help and extremely, extremely accurate, and I think that those words alone really highlight what the text and Sdns is and inspires to be for our customers. Well, so courty, tell us about the new Cisco concierge program so the great thing about having a contact center to direct our customers too is that they basically have on demand support at their fingertips when they need it. But the downside to that is that those requests that you know, customers call in their fielded on a first come, first serve basis and sometimes when the volume is, you know, high at certain points during the year, there can be a weight involved and not everybody has time to wait.

And there's also instances where the customer wants to conference in an end user and they have to be able to tell the end user a specific time and say, Hey, you know what, we're going to be on the phone tomorrow at three thirty PM eastern with the techn that's going to build this opportunity out not another thing that comes up is that they've got an opportunity that touches multiple technologies within the Cisco Portfolio and because we have multiple teams servicing all of the different Cisco architectures, that opportunity and that sales rep that calls in May wind up being moved through Multiple Cisco Teams in order to quote their complete bomb. So what concierge does is that it ensures that partners have the right resources to own their opportunity through the pre sales life cycle and to end. Our team specializes in Cisco specifically and they're tightly we're very tightly aligned with CISCO as well, to make sure that our technicians have the latest and greatest information at their fingertips. Excellent. Well, UM, as we start to wrap up our episode, we always ask our guests the same final suestion, and that's...

...where do you see technology going in the next year? So, Corey, let me start with you. So we're going to continue to see growth and as a service offerings, and whether that's hardware, software, enterprise agreements, infrastructure, etcetera. X as solutions allow more flexibility, not just in terms of payment options, which can allow customers to move expenses from being an a regular capital expense to something that's a more recurring operational expense with a lower payout per instance over the course of the agreement, but it also provides a lot of flexibility in terms of being able to upgrade two newer solutions on a regular timetable. I mean think about it like a car release rate. It helps customers to keep their data and their information more secure, since they can keep the latest and greatest hardware in their racks that they refresh, say every three to five years, that would be less susceptible to security vulnerabilities over the longer lifespan of gear that they've purchased out right, which typically tends to in some instances, you know, five to ten years. It can sit on the shelf and eventually, at some point it goes out of support. This offtware...

...stops being updated, but the gear stays because they may not have the budget to replace it, you know, at that specific time. The other thing that it allows customers to do is potentially offload management and maintenance of their gear to a managed service provider. So instead of having to keep texts, you know, local on site, they use a managed service provider who is responsible for all of their software upgrades, they're patching, etcetera, in a timely manner. So, Brian, how about you? I think in order to Transform, I think ahead to the teacher. We need to think about how we are driving value and differentiated experiences that help our customers run better, grow faster and do more. Transformation begins with imagination. We can help ignite that spark of imagine next, with our st n steam at Ingram Micro, whether you need to leverage the talents of our human sames or leverage our newest capabilities, like Cisco Concierge, for instance. The team has the resources to free up your time so you can spend more time bringing your value and expertise to...

...your customers. So, for listeners who wanted to follow up and find out more about what we talked about, how would they reach out? Yeah, I think. I think a good way to do that is to reach out to the email to our s D N S CISCO PRE sales at Ingram micro dot com. They can help answer any kind of questions we have about what we have to offer in the different programs that are available to them to really help support their business. Fantastic. Well, Brian and Corey, thank you so much for joining me are you're welcome. Thank you, Shelly. Appreciate it, and thank you listeners, for tuning in and subscribing to B two B tech talk with Ingram micro. If you like this episode or have a question, please join the discussion on twitter with the Hashtag B two B Tech Talk. Until next time, I shall be scare talk. You've been listening to B two B tech talk with Ingram Micro, Cisco Edition. Taking Your Business, I'll level up. B Two B tech talk is a joint production by sweet fish media and Ingram micro. Ingram micro production handled by Laura Burton...

...and Christine Fan. To not miss an episode, subscribe today in your favorite podcast platform.

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