business MODERN
Image
Solutions “$100 Million and growing”
Meet the Rebels: A tour behind the scenes of a company breaking all the boundaries in a multi billion dollar industry. Giving back and gettin’ it done!
Modern Business
Monthly Review First Edition: January 2025
“...ONLY THING THAT MATTERS...” above Image Solutions leadership team enjoying a leisurely afternoon sky-dive
left VP Tom Fitzpatrick welcomes us with a flight from the craft beer bar located in the food court, available to employees
below An inside look at the commons
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$100 MILLION & GROWING
below Founder Chris Kelley: Just back from an Inspiration trip to the Australian Outback with the Design/Merchandising team
Image Solutions talks culture:
“No matter how much time you spend thinking about, worrying about, focusing on, questioning the value of, and evaluating people, it won’t be enough, he said. People are the only thing that matters, and the only thing you should think about, because when that part is right, everything else works.”
This quote is the advice that Shelly Lazarus received from David Ogilvy as she was preparing to become CEO of advertising agency Ogilvy & Mather Worldwide. Ogilvy’s words and the people-centric mentality they emanate from have been the backbone of the culture that Chris Kelley fosters at Image Solutions. Founded in Los Angeles, CA in 1997, Image Solutions started when Mr. Kelley began to sell branded apparel and promotional items to Toyota Motor Sales out of his apartment to help pay his bills. At the time, in addition to this grass roots “uniform gig,” Chris also maintained a fulltime position selling medical linens and managing the apartment complex he lived in.
Today, with sales over $100 million and growing, Image Solutions has emerged as the preeminent market leader in the $10 billion direct-sale uniform industry. Chris and his team built Image Solutions on a foundation of two primary goals: to make a positive impact on the community by giving back to those in need and to hire, train and retain the best.
With over 175 team members and 3 distribution centers now across the U.S., Image Solutions has become the go to name when it comes to providing uniforms to some of the most well-known brands across the country. This ever-growing company delivers uniforms to such brands as AT&T, UPS, ADT Security and Amazon Eats to name a few. Sitting at Peets Coffee in Manhattan Beach CA over an espresso, Chris humbly tells me, “Our success lies in our culture and our people. My job has always been to find the best person for a job then get out of their way.”
Image Solutions’ unique culture has resulted in them winning the Best Places to Work award consecutively for the past six years. With the explosive growth of over 50% increase in the workforce, they have been able to retain the spirit and commitment to hiring the best, training the best, and retaining the best.
To fully understand and experience firsthand the thriving workplace culture that is the essence of Image Solutions, I visited their facilities and had the pleasure to speak with members of the Image Solutions Team. At arrival, I was warmly greeted by the VP of Great People. While walking into the lobby, I ask her what it is really like to work here to which she responds, “This is the place to be if you’re looking to grow your career, ignite your passion and make it happen; this is the place, it’s all here.” And thus, we enter the world of Image Solutions to understand the inner workings, department by department, of this uniform power house.
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“.....PEOPLE ARE THE ONLY
.....BECAUSE WHEN THAT .....EVERYTHING
WE MAKE IT 4
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Our journey begins with the Sales Team as the Director of Sales introduces me to his stellar team and provides insight into their strategy and work ethic. Image Solutions sales success is driven by a sales team that believes strongly in working collaboratively and providing their customers with the best and most current products and services in the industry. Image Solutions currently has eight full-time Sales Managers that travel throughout America sharing the Image Solutions vision to help their customers grow their brands. With our Senior Sales Managers, Monica Moss and Nina Kersey leading the pack, the team’s goal is to seek companies that not only use their products but also express a desire to be involved in their quest for innovation and growth.
THING THAT MATTERS
PART IS RIGHT ELSE WORKS”
In 2017, Image Solutions was doing about $40 million in sales. Upon joining Image Solutions, our Director of Sales hit the ground running and worked with our Sales team to establish a fast growing pipeline. “It has been an amazing ride to watch our team create a culture of consistent sales success these past 9 years,” says Chris Kelley.
above Talking Strategy at the Manager’s Training in Bend, OR
left Brainstorming in one of the open concept “relaxation centers”
HAPPEN! right Making a quick stop at the fresh pressed juice counter (Image Solutions food court) The Future is Now
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IT’S ALL IN THE NUMBERS
“...state of the art platform...
100%
From Sales, we venture further into the world of numbers. CFO, Paula Fox, describes how her team transcends their daily tasks. “ Image Solutions is an industry leader when it comes to Accounting Departments – streamlined, forward thinking, accurate, punctual, pro-active and above all …caring! With a ‘customer comes first’ attitude, we deliver an amazing experience from all departments.”
Synchronizing with the electronic age, in 2019 this department automated their entire invoice to payment process, and it works seamlessly! The advanced relational database capabilities of their software system enables them to forecast trends in customer buying habits and needs, based on historical data capture. Most recently, steps have been taken to implement interactive, dashboard technology to help expedite search queries as well as create seemingly instantaneous flash reports for company leadership. What once would take days, now takes this team a few minutes. When asked what she thinks of her accounting role at Image Solutions, Betty Padilla wasted no time, energetically commenting that:
Stylin’ The Accounting team (above) stepping away from their GoToMeetings and into their slippers and glitter to talk perks at Image Solutions
ACCURACY”
“It’s so cool working with such a state of the art platform and being able to ensure 100% accuracy on all our procedures in a fraction of the time that it would take another company. We are part of a company interested in innovation and that makes my job a lot more exciting!” What better way to motivate and retain employee satisfaction than to ensure a job remains fun, challenging and innovative? Image Solutions provides the resources needed to allow for these important qualities to not only exist, but strengthen.
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this page Client and customer services take a break from all the glamour to entertain
“Organic Sales have hit an
ALL TIME HIGH!” As I make my way through a white hall adorned with samples of special tee shirt projects for varying customers, I start to hear a familiar tune. The hall ends, and I enter a lively lobby. A Metallica song greets my ears, and I realize I am in the Client Services Department. I hear fingers on keyboards and people talking with one another, laughing, inquiring, debating, all while intently focused on the task at hand. The energy is palpable even as I speak with the Director of Client Services, Amy Hwang. I ask her about her feelings, in regards to working with Image Solutions, as they made the climb to a $100Million company. Mrs. Hwang smiles as she enthusiastically informs me of her team’s accomplishments. “Organic sales have hit an all-time high! Each one of our customers is above plan year-to-date. Our Account Managers are hitting their numbers out of the ballpark!”
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She heads the Account Management team and their dynamic is very much family oriented. Mrs. Hwang takes great pride in knowing that her team is constantly striving towards improvement, a reflection of one of the company’s principles: “Get Better Everyday.” As I ask the account managers their perspective on training and structure of the department, I glean a similar sense of pride from them. They have been involved in the evolution of the company and are committed to its success. I walk through the lobby and a few employees introduce themselves with firm handshakes and warm smiles. My attention is drawn to this departments very own DJ list on a wall. Today is Nicholas Weekes music day, DJ Playa Del Mar. I walk over to him next and ask him about their training and what contributes to their success. He thinks back on his 9 years with the company and where it is now:
“Our sophisticated training center has really made on-boarding and learning all the intricate processes a lot easier than what it was before. The HTH Process is now simple, automated and centralized where Account Managers know what to do when things don’t always go according to plan. The processes are clear and everyone knows their part.”
Account Managers have also been trained on soft skills to know how to build a great rapport with key contacts, one where accounts rarely go out for RFP. When it comes to structure, each Account Manager is responsible for the right mix of customers based on account complexity, not dollars. Elizabeth Leiva has been with the company for 11 years, and she further expands on one of the key reasons as to why the team remains successful and only getting stronger:
It is this support that sets up the Account Managers for success and provides the customers with a great experience.
‘Our rock star Account Coordinators make it a lot easier for us Account Managers to focus on the proactive piece of the business. Tribal knowledge is no longer tribal thanks to one of our Senior Account Coordinators, Sheena Snyder. She created the Image Solutions Wiki Message Board which gets 100+ hits a day, since all employees are going on there to make updates with the latest and greatest information on our customers. And to top it off, there’s now a solidified growth path for our team members within the Customer Service and Account Management roles. The opportunities are endless and life at Image Solutions doesn’t get stale.
$100 MILL LOOKS left Overview of the Customer Service area
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Another Starbucks sighting from the infamous Image Solutions food court (free to employees). Caffeinated motivation while paving the way in the uniform apparel industry!
“Thank you for calling Image Solutions where we make it happen. This is Christian… how may I help you?” This is the greeting you hear when you walk the call center floor whether at 2 pm or 2 am at Image Solutions. The customer service experience remains a live one despite growth of the company. It is one aspect of the business that will not go the route of automation. This extra attention to the customer separates Image Solutions from competitors. The CS Coordinators are fountains of knowledge and remain informed via the Image Solutions Wiki. Christian Lindner, Customer Service Manager, takes the time to speak on Image Solutions’ relationship and commitment to the end users and key contacts. “Our customers’ voices are visible…. And we are not only reactionary but proactive. Product feedback and online reviews have enabled us to source better quality products.”
We know what the customers will call about before they even call… and we are ready to give them the best service possible.” Their established Returns Department, managed by Lourdes Amezcua, has also directly increased customer satisfaction. The company pays for return shipping and provides a no hassle return process that encourages their customers to purchase with more confidence. More importantly the CSC’s love their 9/80 schedules and this positive energy spreads into everything that they do for the company.
“OUR CUSTOMERS’ VOICES ARE VISIBLE...”
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above a quick peek into the gym
left
customer service reps dazzling clients
right
IT in one of their many server rooms
IT’s success is attributed to the organizational structure and strategic initiatives that were planned back in 2017 by IT’s core leadership team. Quality of work, job knowledge, and teamwork are three of the strategic objectives that the team adheres to. They keep the needle moving by developing solutions that are scalable and not just temporary fixes. They implemented ITU, a division of Image Solutions University to bring all IT employees up to current technologies. The training also includes a mentorship program to help foster new ideas. The IT team works in unison to tackle the toughest challenges and rely on each other’s expertise. They hold routine meetings to engineer collaborative ideas and to share knowledge regarding timelines with all stakeholders.
Director of Software Engineering, Jaysen Patton drove efficiencies by leading the development and implementation of NetSuite’s Suite Commerce Advance. His team has grown to include a Web Programmer, NetSuite Developer for internal enhancements, Business Analyst, and a UI/UX designer. Director of System Administration, Paul Chookhae took reigns over the entire outsourced Networking contract from New City IT and developed a state of the art multi-site network and infrastructure. Under Paul’s direction, his team has implanted a cloud based repository for sharing knowledge in respect to troubleshooting systems and following process and procedures. Paul’s team includes: IT Administrator, Network Engineer, Help Desk Technician & Quality Assurance. Chief Technology Officer, Raj Sharma, provided the foundation of the team’s success.
He formed clear lines between each discipline in Information Technology, creating more interoperability and a higher standard for quality of work. He explains that by giving Jaysen and Paul their own teams, they could think more strategically rather than reactively. I ask Jaysen to shed some light on how IT manages projects for the entire business: “The development and implementation of the PMO (Project Management Office) was established to streamline the process by which projects are executed not only for IT but for other departments as well. The PMO can utilize the strengths of the business analyst to identify gaps where the business could save time and money.” With over 3,000,000 tickets closed and 150 customer websites, the IT team is constantly being headhunted by competition. However, this razor-sharp team does not plan on leaving this industry leading company. The Future is Now
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right Image Solutions design department, sample studio and showroom
“...EXCITING
TIMES”
SUPPLY CHAIN Immediately upon walking into the Supply Chain area, I see a wall of inspiration that is continually updated to show retail samples, fashion magazine clippings, and even some rolls of fabric that were found in various sourcing trips globally. On the other side of this visually stimulating wall, sits the team of inventory analysts. Equipped with inventory controls to maintain an accuracy level of 99.6%, each of them is responsible for managing inventory for a plethora of accounts. Directly across from them is the Buying and Logistics team responsible for managing all the open purchase orders for their domestic and overseas suppliers. They work extremely close with their logistics lead to route all PO’s to their fulfillment warehouses in a timely and cost-effective manner. Finally, I enter the Design Studio where I meet the stylish Jenifer Devoy, Director of Merchandising. Jenifer, her eyes glowing with enthusiasm, tells me that I “stopped by at an exciting time.” Vera Makianich, Web Image stylist, is utilizing their in house photo studio for a new customer look-book they will soon launch. While we walk through the studio, models try on the new custom ADT uniforms. Mrs. Devoy walks me briefly through their design process, from customers’ unique branding, to new silhouettes, decoration techniques, and textile innovations. She even shows me the small sewing studio where they make on demand samples of products as needed. An employee from the warehouse then walks in with a new polo for Wingstop. She is a member of the Quality Control team, verifies all specs on the product, and compares them to the tech pack to ensure everything matches. The last step in the process is to review this with the overseas sourcing manager to get the final green light on the product prior to distribution. There are consistent quality checks on all PO’s to ensure quality is always at the forefront and exceeds the customer’s expectations. Image Solutions currently has a quality rate of 99.6% on all product which means they hold each of their 1,000 plus vendors to a high standard. 12
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below Join the corporate lead work out classes, options begin at the top of every hour. Mallory motivates a fellow “spinner�
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WAREHOUSE TORRANCE Leading the way in innovative technology as well as continuous improvements in all phases of distribution, the Torrance warehouse seized the opportunity presented by growth and used it to integrate an automated modular conveyor system. With this change, the warehouse was properly equipped to handle the exponential volume, especially during peak seasons. Warehouse Supervisors, Yessica Martinez and Ivan Marquez, explained to me that the implementation of highly automated materials handling equipment ensures that they do not fall behind the competition. The distribution center continues to expand, and it is during these times of growth that major installations take place. The warehouse has grown from 26,000 to 100,000 square. feet of state of the art warehouse real-estate. The LED lighting brightens up every square foot of this “Just in Time” inventory machine. This division has grown from 8 full time employees in 2011 to 70 full time employees in 2026. The embroidery department has grown from 25 heads to 60 heads along with a full time DST technician who reacts to all customer requests within the hour. Image Solutions distribution centers have also updated to the “goods-to-person” concept thereby eliminating the distance that employees walk to pick items for an order. Under this new concept, inventory is delivered to the picker via the automated conveyors mentioned above, further enhancing employee productivity. This smart warehouse is brought to life by the dedicated employees that manage it. I joined the daily 8am meeting where the team discusses the priorities of the day. All team members are prepared with their numbers and Ivan Marquez ends it with a motivational reminder “there’s a lot of work to get done, remember to have a good day and to collaborate. Let’s do this!”
CINCINNATI I traveled to Cincinnati to explore the distribution center there, and my expectations were high after learning that Image Solutions was voted top 15 best places to work in Greater Cincinnati, Ohio. “Best job I ever had,” said George Bock, a devoted long-time employee. This sentiment was echoed by everyone I spoke with. It’s hard not to notice the genuine sense of community and pride among the employees of Image Solutions. Whether it’s the myriad of unique company shirts worn by almost everyone, or the simple, but inspirational statements they live by, there is a level of dedication to the quality and detail of each order not often seen in the apparel industry.
above Image Solutions state of the art warehouse
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The Cincinnati Division opened its doors in the Summer of 2012 servicing only 2 customers and processing 25 orders a day. This humble operation began with one employee, one cart, one table and is currently housed in a brand new, state of the art, 200,000 sq. foot facility. It now employs over 60 people from the greater Cincinnati area and processes over 1,500 orders a day, generating over 50M annual revenue. “It’s been incredible to watch and be a part of,” Vice President of Operations Alana Owens, the aforementioned first, full-time employee exclaims. “I feel so grateful to be a part of building a business and culture, brick by brick.” While at this facility, I learn that they provide same day delivery within a 100-mile radius and will soon be expanding to a 300 mile radius. I had the pleasure of delivering a Chili’s order that was 26 miles away. The order was placed two hours prior to delivery and while I am impressed, this is the sort of excellent service that customers are accustomed to when working with IS.
Everyone at Image Solutions cares about one another and about their communities, and it is this type of culture that is integral to their success and their rapid growth. The company is continuously propelled forward by the people that believe in it. As Ogilvy advised “people are the only thing that matters” and the entire team knows this. Image Solutions will continue to rely on the strength of its people and culture as it moves to sales of $500 million. They will continue to give life to their principles by caring for their people and as evidenced in their growth, this will only take them to higher grounds.
I was introduced to Plant Manager, Ty Pence and Warehouse Manager, Drew Weisman who both have a combined tenure of 25 years. I ask what they are working on, and they share their project plan to add a 3rd Mezzanine Floor along with two outbound conveyors on each end in preparation for a new customer in eight months. I ask Ty and Drew what they believe sets Image Solutions apart from any other apparel company to which they reply: “We value our people, our customers. That will never change.” After speaking with the employees , I can truly understand what makes the culture so great year after year. This organization retains its employees by keeping them happy. They enjoy a good work-life balance and take pride in the principles of the company, namely their devotion to integrity and giving back to their communities. The employees are offered days off to volunteer and month sabbatical after five years of working. Fun perks like holiday parties and picnics for employee’s families are traditions. The Image Solutions Gives Back committee is actively involved in finding and presenting the company with volunteer opportunities. Furthermore, the company donates 10% of its annual profits to charity and they even host a youth camp and a learning center devoted to improving the lives of lower-income children. The Future is Now
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“
WE MAKE YOU LOOK & FEEL GREAT “ AT WORK
Show integrity Provide great experiences Deliver on promises Make work a rewarding experience Get better everyday We win and lose as a TEAM
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The Image Solutions team believe their continued growth and success can be brought back to these six core principles
above Image Solutions Headquarters, Manhattan Beach, CA
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ISGB “Get Involved” Image Solutions is devoted to giving back to their communities. 10% of the annual profit is donated to various charities, including Camp Tamarack, St. Jude, and a youth camp dedicated to improving the lives of lower-income children. Image Solutions Gives Back (ISGB), is dedicated to finding volunteer opportunities that make an impact. All employees are offered time-off to volunteer with charities they’re passionate about.
Modern Business
Monthly Review First Edition: January 2025