Connecting Brands to Consumers through Great Customer Service Experiences: OnPoint Warranty Solutions LLC

OnPoint Warranty was launched to revolutionize the industry. The team consists of product service veterans with 100+ years of in-field experience in the manufacturing, insurance, warranty, field service, and technology verticals. The team’s resume includes managing warranty and contract programs, field service teams, and service administration technology at companies ranging from Samsung and AIG to GE, Sears, ServicePower, Harbor Freight, to Service Net and Asurion.

Early on, the executive team realized that the warranty and service business was experiencing an evolution. Emerging technologies like IoT and 24x7 connectivity through smart devices have transformed the way consumers buy, the way they communicate, and the way they evangelize or demonize a product, a service, or an experience.

OnPoint determined that if it could capitalize on this consumer shift and tap into the vast experience of its team, the latest omni channel technology and a closely vetted, high-touch service provider network, it could leapfrog other warranty service providers by driving exceptionally better consumer service experiences. By focusing on seamlessly connecting manufacturers, retailers and service providers to consumers through great service experiences, the company can drive value for both its clients and their customers. This strategy requires flipping the service paradigm on its proverbial head, focusing on the end-consumer first. By offering solidly backed warranties and service contracts, comprehensive home warranty products and offering on-demand coverage options that appeal to both traditional homeowners and millennials who are much more focused on smart and high tech products than washers and dryers, OnPoint helps consumers maximize product lifecycles. This same strategy, when paired with real-time connectivity to a technology-enabled service network drives brand loyalty and repeat sales for OnPoint’s clients. By relying on OnPoint to care for the end-consumer, its retail and manufacturing 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.

Fundamentally, OnPoint was created to connect its clients’ brands to consumers through dynamic products and service experiences designed to reduce risk, increase efficiency, delight customers & improve bottom lines.

Using Technology and Customization to Personalize Service Fulfillment

In today’s world of instant gratification and digital communications, consumer expectations of product service providers have dramatically shifted, as have products in the home. Consumers now want the ability to customize a mix of service and maintenance contracts, home warranties and on-demand services to maximize and personalize their product services.

To that end, OnPoint is laser focused on enabling retailers, OEMs and service providers to maximize recurring revenue and repeat sales by connecting at multiple points with their customers and by using product service and new technologies to offer service options perfectly fit for each unique consumer relationship.

The consumers, clients and OnPoint’s service network have responded very positively to its strategy. A consumer can customize coverage for products on which they need service support. Retailers and OEMs can capture a bigger piece of the wallet by offering more product services, on a variety of multi-brand products outside their footprints, driving loyalty. Service providers can expand their offerings and build personal relationships with consumers.

By offering consumers the ability to customize bundles inclusive of the service contract, home warranty and on-demand services OnPoint Warranty is revolutionizing the industry!

Driving Better Customer Experience

OnPoint considers every team member who has the opportunity to touch a consumer as a ‘Customer Avenger’. The firm even has incorporated a cape into its logo. 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 a foundation of the company culture and a key performance metric for everyone.

The firm recognizes that consumers want to communicate with it over any device, any time. To that end, it has assembled a global, omnichannel service management platform configured to deliver positive customer experiences and futher enable its service avengers to meet each customer where and when they need help.

Future Plans

OnPoint is on the cusp of launching a subscription service product which provides consumers the ability to customize product service through bundling service contract, home warranty and on demand services based on their unique needs. It makes protecting products in the home easy and getting support from its team of customer avengers even easier. This is game-changing for the industry.

Chris Smith, CEO: Chris was appointed CEO, OnPoint Warranty in 2018. Before OnPoint Warranty, he was the Vice President of Service Operations at Samsung. His responsibilities included service fulfillment for Major Appliance, Television, Mobile Phones, and Wearables. Before Samsung, Chris was President and equity holder of Service Net Warranty which was acquired by AIG in 2012, when he transited to Vice President, Customer Experience at AIG Warranty. Chris was responsible for providing warranty and extended service plan administration and service to the world’s most respected brands. With more than 30 years of experience in consumer service and retail operations, he also served as Founder and CEO of ServicePower Field Service Solutions and President of GE Warranty Management. Chris has had the opportunity to construct and execute service delivery programs for companies such as Apple, Google, GE, Dell, CDW, NewEgg, and HP where customer experience programs drive the lifetime value of the customer.

Rob Christian, Founder and President: Rob is a proven business leader with a solid track record of growing and transforming B2C and B2B service businesses. He has a strong blend of sales, strategy and operations experience. President and Founder of OnPoint Warranty, Rob is a licensed Chartered Property Casualty Underwriter and has been in the warranty industry since 1994. Rob began his career in warranty with GE Appliances and then went to Sears where he turned around the profitability of the largest aftermarket program in history.

Rob was a Founding Member and VP Operations of Service Net Solutions (now AIG Warranty). After Service Net, he was instrumental in the creation and initial roll-up of Encompass Supply Chain Solutions. Rob then led the restructure of the extended warranty program at Harbor Freight Tools. In 2015, Rob launched OnPoint Warranty to focus on consulting and strategy. In early 2018, Rob joined forces with Chris Smith to establish OnPoint as a global, full-service, technology-based warranty administrator, field service experience provider and licensed insurance brokerage.

“We provide global underwriting, extended warranties and service contracts, home warranties, service fulfillment and logistics. Our products are designed to drive great, branded service experiences for consumers, while to reducing risk, increasing efficiency, and improving our client’s bottom line.”