Imation upholds 3M's legacy of unsurpassed customer service through its Customer Support Technology and Document Imaging organization, an integrated network of customer support and information development services that serve all Imation businesses, as well as 3M customers.

Acting upon the philosophy that once a product has been introduced, a committed, responsive field and customer support team is essential to satisfy customers, Imation offers a complete array of post-sales, technical and customer support services.

Imation also offers several product lines that will continue to serve important markets. It supplies systems and user support services to meet engineering document management needs and produces and distributes continuous and high-contrast black-and-white dry photographic papers and films.

Customer Support Technologies:

Imation emphasizes efficiency and building customer loyalty throughout its international distribution chain, which offers a host of services that ensure total customer satisfaction.

Global Field Services provides on-site worldwide service for all the Imation and 3M products it supports. Around the globe, its network of trained service personnel offers a wide array of post-sale services tailored to customers' requirements, with over 756,000 customer contacts per year. Global Field Services offers on-site installation services to facilitate a product's smooth integration with existing systems, often accompanied by training so customers can make maximum use of their new product.

Global Field Services is a resource for managing and planning field support operations. It manages service accounts, provides sales leads, trains operators, forecasts and markets services, and develops integrated service offerings. It performs customer surveys, manages customer data bases, benchmarks service competitors, and provides new product design information for diagnostics and serviceability.

To complement service engineering functions, Global Field Services provides support at trade shows and beta test sites. Software support, call monitoring and escalation, remote diagnostics and parts ordering round out the service offerings.

Global Service Parts Centers provide parts, products and support services to partners, dealers, distributors and end-users. These centers use the latest bar-coding technology to manage materials and process orders through the company's on-line warehousing systems, which operate 24 hours a day, 365 days a year. Critical parts and products are on their way to anywhere in the world within minutes. A professional inventory management staff manages more than 75,000 items for more than 400 different product models.

From its Global Support Centers, communications technologies and skilled personnel ensure that each customer interaction is handled quickly and professionally. The 24-hour, seven-day-a-week phone support capabilities provide a comprehensive, in-bound call management system that is managed from start to finish.

Document Imaging:

Document Imaging markets and supports products and systems for document management. In the engineering document segment, hardware, software, supplies and service are provided for the capture, distribution, reproduction and storage of large format engineering documentation. In the office document segment, application specific hardware, supplies and service are provided.

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