• 29 August 2023
• Extented Warranty
• By Katie Hagan

OnPoint Ranked #3 in Fast 50

What is your biggest challenge with rapid growth?

Finding the right people for our work and for our culture. We’ve undertaken a significant amount of business, and we need not only technology to support it, but people to execute it from executives to the front line.

We’re fortunate, in that at the executive and professional levels, potential employees knock on our door daily. The industry knows our leadership team and values their integrity and our culture. Our customer service, dispatch and claims teams are constantly growing. Like many other companies with call centers, we have been somewhat challenged finding local resources. We were awarded a grant by the state of Kentucky to grow our local workforce footprint.

What is your company’s biggest accomplishment during the past year?

Completion and the deployment of Service Avenger Insuretech platform, as well as being able to weather Covid, while launching a number of new accounts. Our growth is phenomenal and was possible based on our technology platform. Additionally, also enabled by technology, we never suffered any hiccups due to Covid. We sent our people home with computers and they never missed a beat. We were even able to stand up a remote team in the Philippines that handles off-hours and weekend support, as well as set up a team in Lithuania that is handling our European business.

How do you keep your company culture strong while growing quickly?

Culture is a big deal for OnPoint, and we continue to improve our culture over time. We call our team members "Customer Avengers." They're empowered with technology, knowledge, and we nurture a problem-solver attitude. Our teams want to say, "Yes!" when other administrators would say no.

We have options for consumers even if a failure isn't covered. Covid made culture-building harder, simply because people weren't together, however, because a percentage of our team is virtual in the states, and around the world, this is something that for OnPoint won't go away. We continue to build out soft benefits like awards and acknowledgment, add in hard benefits like PTO [paid time off] for part timers and are embarking in 2022 on a new events schedule.