Behind the Build : PrimeSource brings teams together, gives employees more power, and provides better customer service.

The trip to Dallas, Texas, and Bossier City, Louisiana, to see the heart of American manufacturing and distribution wasn’t just to see technology in action. It was to meet the people who run the machines that make things. It was clear right away at PrimeSource’s Dallas warehouse and Hardware Resources’ manufacturing plant that unified communication solutions are the invisible threads that hold these huge businesses together.

You can tell how dedicated these teams are by how precise they are when making high-quality cabinets and how much they enjoy eating Cajun food together. But the best thing about it wasn’t just the physical work; it was how well everyone worked together. Connect In Cloud’s unified communication solutions make this synergy possible by keeping all employees, from the warehouse floor to the executive suite, perfectly in sync.

Genelle Chamberlain : The Architect of Connection

Genelle Chamberlain, the IT Manager, is at the center of this technological change. Genelle has been the visionary force that has brought people and technology together throughout the company. “Building a communication foundation that works for everyone, whether you’re on the warehouse floor, in customer service, or leading IT” was her clear goal.

The company made its tools more efficient and gave its employees more power by getting rid of broken systems and using Connect In Cloud. She said, “We’ve brought everyone together on one platform.” This push toward unified communication solutions has led to amazing results:

• 42% more happy customers.

• 34% more productive employees.

• 83% less time spent waiting on the phone.

• Average handle time went down by 25%.

• Overall, 20% less money spent.

Talking to each other in real time on the warehouse floor

In a Dallas warehouse, where things move quickly, speed is everything. Ike Caldwell, the Assistant Manager, and Kiara Clark, the Supervisor, talked about how Connect In Cloud has changed the way they do things every day.

In the past, warehouse workers had to stay close to desk phones or wait for emails. Now that the team has unified communication solutions built right into their handheld scanners, they can work from anywhere and respond quickly. Ike said, “Our top priority is customer satisfaction. We don’t have to wait for emails; we can respond right away from the floor.”

The benefit for Kiara is personal. “We’re like family here, and now it feels that way when we talk to each other. I always have my scanner with me, and Connect In Cloud lets me talk to everyone in real time.”

Making it easier to connect with customers

Alex Perez, an Inside Sales Representative in the Dallas sales office, shows that technology can have a soul. Unified communication solutions aren’t just about data for Alex; they’re also about making friends. “I want my customers to have a fun and exciting experience from the moment I pick up the phone,” Alex said. She can send texts, screenshots, and updates in seconds with the Connect In Cloud platform. This dependability lets her concentrate on the people side of sales because she knows the technology is there for her.

IT and Service: The Unsung Heroes

Jerry Johnson, a Level 2 Service Technician, knows how important it is to be able to move around. In the IT world, being stuck at a desk means that help will take longer to get to you. “Connect In Cloud has made it easier to respond from any location. I can still get calls and messages in real time even if I’m not at my desk.”

This level of flexibility was very important during big system migrations. The IT team was always available and responsive because they used unified communication solutions. They were the “heroes” who kept the business running smoothly.

Getting rid of wait times in customer service

Ashley Schewenk, the Customer Service Manager in Bossier City, has changed completely. Before they started using Connect In Cloud, they often got frustrated by high call volumes. Now, features like automated callbacks and advanced voicemail make sure that no customer is missed.

Ashley said, “Our call abandonment rate has gone down a lot.” She also uses the “whisper” and “barge” tools to train. These unified communication tools let managers coach new hires in real time without the customer knowing, which builds both employee confidence and service quality at the same time.

Scaling with Trust and Dependability

Paul Wilhelm, the Senior IT Director, said that moving to Connect In Cloud was about making sure it would work in the future. The old PBX systems had a lot of copper wiring and needed to be fixed all the time. Paul said, “We spent too much time keeping it alive.”

The real test of their unified communication solutions came in 2020, when everyone had to work from home all of a sudden. The switch happened right away because they had already worked with Connect In Cloud. “We never had any downtime, and our customers never knew.” That’s what it means to be a hero to your customers.

The Future is Linked

The success of PrimeSource and Hardware Resources, from Texas to Louisiana, shows how important it is to connect with others. They have made their communication strategy a competitive edge by choosing Connect In Cloud.

Unified communication solutions are the building blocks of any “strong build,” whether you want to cut costs or improve relationships. When people have the right tools, they don’t just work; they do well.