Ingram SAP upgrade causes Techlink, phone delays

Ingram Micro resellers have experienced longer than usual call waiting times following disruptions to Techlink as a result of the weekend’s CRM overhaul.

Ingram revamped its internal CRM system last weekend replacing a 10-year-old Adonis suite with a scalable SAP system. Information on Techlink, which had minimal enhancements and planned to be “seamless” for resellers, was inaccessible at times this week.

Stuart Burtenshaw from inFront Techologies told CRN he waited 25 minutes for his call to be answered after having problems accessing Techlink. When he was able to access the Techlink website he said “random content was missing, in some cases prices or photos or brochures”.

“I was basically waiting on hold for extended periods of time. There was no apology when they answered. 

“They’ve absolutely communicated the implementation with us and I know these issues happen but it’s obvious that they haven’t got everything right,” he said.

Ingram has earlier told CRN that product codes and some product descriptions would be modified on Techlink. 

Grant Cleary, marketing director at Ingram Micro, said, "Despite communicating the changes on Techlink, inevitably our customers do have some questions now that the changes have rolled out and this is resulting in longer than normal call-wait times.

“We are aware of this, and we have a team of people working hard to resolve it as quickly as possible. We expect these response times to return back to normal as people become familiar with the system changes," he said. 

Further, Burtenshaw said daily data feeds that automatically updated website stock on hand were pushed back to a weekly occurrence. 

"Every single night the old system would data feed the 6MB file...there will be a lot websites out with old information."

Cleary said Ingram had "modified" the frequency of data feeds for a small group of our customers. "We have communicated this personally to each of these customers," he said.

He encouraged any reseller to contact him personally at grant.cleary@ingrammicro.com.au