Behind the Build: PrimeSource Connects Teams, Empowers Employees, and Delivers Superior Customer Service

When I set out on my first trip to Dallas, Texas, and Bossier City, Louisiana, I didn’t just expect to see technology in action; I expected to meet the people behind it. It was my first time in both cities, and between exploring PrimeSource’s Dallas warehouse and Hardware Resources’ manufacturing plant in Bossier City, I got a firsthand look at how communication powers connection across every part of their business.

From watching the construction of high-quality cabinets to sharing Cajun food (and even trying alligator tail for the first time!), I saw how deeply these teams care about their craft, their customers, and one another. What impressed me most, though, wasn’t just the technology—it was the teamwork.

It reminded me of The Power of You—the power of the people behind the things that make up our daily lives. At PrimeSource Brands and sister companies Hardware Resources and Dimora Brands, that power is on full display. Whether on the warehouse floor, in customer service, or behind the scenes in IT, every employee plays a part in keeping the operation running smoothly. And with 8x8, they’ve built a unified communication system that helps them stay connected and responsive no matter where they work.

Genelle Chamberlain: The Glue That Holds It All Togetherlink to this section

At the center of it all is IT Manager Genelle Chamberlain. Genelle has been the driving force in connecting people and technology across the organization.

She described her goal as “building a communication foundation that works for everyone, whether you’re on the warehouse floor, in customer service, or leading IT.”

Her approach has been simple yet transformative: streamline tools, empower employees, and ensure that no one feels disconnected from their team or their customers. “We’ve brought everyone onto one unified platform,” she said, “and now our teams can communicate faster, solve problems in real time, and focus on what matters most—the customer.”

That strategy has paid off. Since implementing 8x8, PrimeSource and Hardware Resources have seen a:

On the Warehouse Floor: Real-Time Communication Keeps Work Moving link to this section

In Dallas, I met Ike Caldwell, Assistant Manager, and Kiara Clark, Scheduler, Floater, and Supervisor, who shared how 8x8 is reshaping their warehouse operations.

Ike explained, “Customer satisfaction is our number one goal. With 8x8 on our scanners, we don’t have to wait for emails or run back to the office. We can respond instantly from the floor.”

Kiara added, “We’re like a family here, and now communication feels that way too. I don’t always have my phone, but I always have my scanner. 8x8 lets me stay connected with everyone in real time.”

That instant communication has improved efficiency, reduced errors, and given the warehouse team the ability to respond to customers before an issue even leaves the dock.

Customer Connection, Simplifiedlink to this section

At PrimeSource’s Dallas office, Alex Perez, Inside Sales Representative, spoke with infectious enthusiasm about her role. “I want my customers to have a fun and exciting experience from the moment I pick up the phone,” she said. “With 8x8, I can send texts, screenshots, and updates in seconds—it’s easy and reliable.”

For Alex, technology isn’t just about speed—it’s about relationships. “I’m not just handling a sale,” she told me. “I’m building a friendship. 8x8 helps me keep that connection alive.”

Technology That Has Your Back: IT and Service in Synclink to this section

Jerry Johnson, Level 2 Service Technician, summed up the IT perspective perfectly: “8x8 has made it easier to respond from anywhere. If I’m away from my desk helping someone, I can still take calls or messages in real time.”

That mobility has been especially valuable during technology rollouts or maintenance windows. As Jerry described, “When we migrated systems, we could still assist everyone quickly. It really helped our team be the hero for our customers.”

Customer Service That Never Misses a Calllink to this section

In Bossier City, Ashley Schewenk, Customer Service Manager, described how 8x8 transformed the way her team supports customers. “Our call abandonment rate has dropped significantly, and our customer satisfaction scores have soared,” she said. “Features like callback and voicemail mean customers don’t have to wait on hold during high call volumes.”

Ashley also praised 8x8’s whisper and barge tools, which make employee training seamless. “It’s easier to coach new team members,” she explained. “We can listen in, guide them in real time, and help them build confidence.”

Scaling with Confidence: Reliable Communication for Growing Teamslink to this section

As Paul Wilhelm, Senior IT Director for Hardware Resources, told me, reliability and scalability were the deciding factors. “Our old PBX system required hardware upgrades, copper wiring, and constant maintenance,” he said. “We spent too much time keeping it alive. 8x8 gave us peace of mind.”

Paul recalled implementing 8x8 just before the COVID-19 pandemic hit. “We were able to transition our teams to remote work immediately. We had zero downtime, and our customers never knew. That’s what being a hero to your customers looks like.”

Building Stronger Teams, Togetherlink to this section

Every conversation I had pointed to one common theme: connection. Whether it was Ike on the warehouse floor, Alex in sales, Ashley in customer service, or Paul and Jerry in IT, each person emphasized how 8x8 helps them stay united and responsive.

As Genelle put it, “It’s not just about technology; it’s about giving people the tools to do their best work.”

Powering Smarter Conversations and Seamless Servicelink to this section

From the warehouses of Dallas to the manufacturing lines of Bossier City, I witnessed more than just success metrics. I saw collaboration, pride, and a sense of purpose.

PrimeSource and Hardware Resources have built more than cabinets and components; they’ve built a culture where everyone stays connected, informed, and empowered to serve. With 8x8, they’ve turned communication into a competitive advantage—one that saves time, strengthens relationships, and delivers measurable results.

Because in the end, the strongest builds start with connection.

To learn more about PrimeSource and Hardware Resources, check out the case study and video.