Call_Solutions.com, Inc. has announced the acquisition of OnPoint, Inc., a subsidiary of Platinum Equity Holdings, LLC. OnPoint is a leading supplier of outsourced, multi-channel CRM solutions to clients in the travel, financial services, government, consumer products and healthcare industries.
OnPoint, formed in 1984, has a long-standing history of handling passenger reservations for, and providing sales and customer service support to a leading, worldwide airline for domestic and international passenger and cargo reservations and related customer service support. The Company also serves clients in the areas of domestic and international package tracking; health plans enrollment and inquiry services; mortgage lending services; and credit/membership card customer acquisition. OnPoint clients include leading Fortune 500 companies served by multi-lingual staff operating in its Fort Worth and San Antonio Centers.
In 2000, OnPoint became the first third-party customer contact company in the U.S. to have all locations receive 100% certification on the COPC-2000 Standard for implementing on-going processes to ensure customer satisfaction. OnPoint was also awarded an industry gold medal MVP (marketing via phone) Quality Award in 2000 for best in class, integrated inbound/outbound, business-to-consumer teleservices and ranked number 12 among the “Top 50 U.S. Teleservices Agencies” for large-capacity inbound call services, according to a recent trade magazine survey. Steve Zollo, who continues as President and Chief Executive Officer of the OnPoint Call_Solutions business, has more than 24 years of technology, travel and service industry experience with an extensive focus on customer service and e-business solutions. Mr. Zollo had key executive roles in technology-based divisions of American Airlines and The SABRE Group including SABRE Travel Information Network and SABRE Interactive, which launched Travelocity.com.
This is the sixth acquisition for Call_Solutions since its formation in August of 2000. With this acquisition, annualised revenues for the Company more than double to approximately $80 million. The Company employs approximately 3,000 people with over 1,700 workstations in 18 U.S. locations. Through the Call_Solutions Partnership Center network, the Company supports high-volume outbound/inbound customer service calls, fax, e-mail and Web response services.
Principal market areas of expertise gained through the OnPoint acquisition include: Travel and Transportation - shopping for, booking and ticketing airline reservations, airline schedule inquiries, frequent traveller support and general reservation service support.
Package Delivery - shopping for and booking cargo reservations, airline schedule inquiries, cargo routing inquiries, and package tracking, lost claims management and call resolution for consumer inquiries. Healthcare - responding to advertising inquiries related to health plan detail and plan enrollment information, including scheduling individual and group appointments with healthcare provider representatives in local communities as well as fulfillment of sales collateral. Financial Services - processing of consumer credit card applications and securing new credit card members on behalf of participating financial institutions.