OnPoint Warranty is named a finalist in the Stevie Awards for Sales & Customer Service 2020!
On January 15, 2020, OnPoint Warranty Solutions was named a Finalist in the Best Customer Satisfaction Strategy category in the 14th annual Stevie® Awards for Sales & Customer Service, and will ultimately be a Gold, Silver, or Bronze Stevie Award winner in the program.
More than 2,600 nominations from organizations of all sizes, in virtually every industry, and in 48 nations, were evaluated in this year’s competition. Finalists were determined by the average scores of more than 180 professionals worldwide, working in seven specialized judging committees. Entries were considered in more than 90 categories for customer service and contact center achievements.
OnPoint Warranty Solutions inclusion in the exclusive Stevie Awards category is demonstrative of our promise to connect our client brands to consumers through dynamic OEM warranty services, home warranty, extended warranty products and service fulfillment designed to delight consumers while reducing risk, increasing efficiency, & improving our clients' bottom lines.
Delivering great consumer service experiences is the core tenant of our brand promise.
OnPoint Warranty was launched to revolutionize the warranty administration and service contract industry. The team, including product service veterans with 100+ years of in-field experience in the manufacturing, insurance, warranty, field service and service technology verticals, realized early on that the warranty and service industry was experiencing an evolution. With emerging technologies like IoT and 24x7 connectivity through smart devices being adopted at increasing rates by consumers, the way that consumers buy products, how they communicate with product manufacturers and their service expectations have also evolved. This evolution significantly impacted our strategy and our operational processes. To deliver on our brand promise, OnPoint’s team:
- Deployed a unique global technology platform to ensure positive customer experiences. The platform enables consumers to interact with OnPoint’s CX team any time, from any device.
- Assembled a high-touch product repair network managed to deliver excellent service experiences through solid contractual relationships, transparent monitoring and feedback on each service call.
- Offers insurer-backed warranties and service contracts, comprehensive home warranty products and on-demand coverage options that appeal to both traditional homeowners and millennials.
- Capitalized on the deep experience of our executive team to enhance our technology, continuously improve our service network, implement consumer-centric service processes focused on driving the highest NPS, and the continuous release of innovative products and services.
Our focus on customer experience is ingrained in every member of our organization. OnPoint considers every team member who has the opportunity to touch a consumer a ‘Customer Avenger’. The call center and support agents, as well as third-party service providers are empowered and encouraged to be customer avengers every day. It’s the foundation of the company culture and a key performance metric for everyone.
For instance, we’ve been able to improve warranty administration for a very popular small appliance product. OnPoint migrated customer support to a live process, where consumers can speak to an agent or go to our support site to request help. Our agents perform triage, often able to identify issues that consumer can rectify. If not, our teams dispatch a replacement unit from our logistics facility. We have improved our client's customer satisfaction scores, decreased time to service and decreased warranty costs, especially related to in-warranty unit replacement costs.
Consumers routinely provide positive feedback based on their customer service experiences with our teams, such as:
“…dealing with your customer service department was fantastic.”
“…my kudos to your customer service support team for dealing with my problem with speed.”
“…thank you for the great customer service.”
By relying on OnPoint to care for consumers in the best way possible, our clients can focus on producing, marketing and selling their products, trusting OnPoint to bring consumers back again and again based on great post-purchase service and support.
"We are excited to again be recognized by the Stevie Awards! OnPoint considers customer experience a foundation of our business model. We endeavor to deliver great warranty service experiences to every consumer, in every interaction with our organization, so that they come to rely on our clients and our service teams for protection and product service solutions for the home products most important to their families", stated Chris Smith, CEO, OnPoint Warranty Solutions.
About OnPoint Warranty Solutions
OnPoint was launched by customer experience experts with proven success helping global brands deliver underwriting, service contract and manufacturer warranty programs, service fulfillment, service administration technology and logistics, to drive the highest levels of consumer experience in the service industry. Building on the foundation of a connected, multinational service network, omni channel customer interactions and consumer-focused technology, OnPoint creates brand loyalty through service contract and service solutions designed to reduce risk, increase efficiency, delight consumers and improve our customer’s bottom line. For more information, visit our website: www.onpointwarranty.com
About the Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, the Stevie Awards for Sales & Customer Service, and the new Middle East Stevie Awards. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.