With a career spanning  teaching, lecturing, marketing and  business, Lucille Cachia, Business Development Manager at onpoint Ltd, has always combined creativity with human interaction and a drive to learn more. Leading the business development of international software solutions provider onpoint Ltd is allowing her to apply those skills to bring together teams from six different countries and cultures. In 2025, she is looking forward to strengthening client relationships through personalised engagement and leveraging software solutions on a global scale.

What does it take to develop a successful international software business from Malta? For Lucille Cachia, coming from a non-software background has been one of the keys to expanding her role. “At first sight, not being a software expert may seem like a disadvantage when you’re working for a software business,” Lucille says. “However, when you look more closely, it’s actually an advantage because it’s helped me ask the questions clients would ask.”

“Compared to a software specialist, I would focus less on technicalities and more on building client connections.” As the company grew, Lucille’s marketing role expanded into business development. Ongoing training and professional development gradually supported Lucille’s journey, allowing her to grow more knowledgeable through both structured learning and practical experience.

“As onpoint grew, it became clear that we needed to dedicate resources to business development. The combination of my background in business with an MBA and my hands-on marketing experience created the perfect foundation for this role.”

Working with global teams has also allowed Lucille to put her studies into practice. “My MBA thesis focused on team dynamics and different cultures, and I now get to put all this into practice.”

Technology and human contact are equally critical factors in managing teams in diverse locations. “As a software company, we practice what we preach and utilise technology to streamline workflows,” Lucille explains. “Software solutions allow many people to work from anywhere, and they help with aspects that would normally cause problems like working across different time zones.”

“Remote work capability is definitely important for our teams, but we value human contact just as much,” Lucille says. For the Malta-based team, that means having a few office days every week to stay connected as a group. “In Malta, we have a real sense of community among the team in our office, and this makes it easier to communicate when we don’t see each other.”

When it comes to working with onpoint’s teams in Czechia, Ghana, Tunisia and Nigeria, maintaining connections is not as easy. “We recently spent a weekend with our team in Czechia to get to know each other and understand each other better,” Lucille explains. “One thing we can all bond over is food.”

International conferences in various locations across Europe  also offered opportunities to meet team members from different offices face-to-face. “Understanding people is critical to building a strong team. When you learn more about the culture someone is from, lets you see where their customs and habits come from.”

Understanding team members’ cultural context makes it easier to find common ground. “It’s also important to understand that despite those cultural differences, at onpoint we share a common work ethic and a company culture of continuous learning and supporting each other,” Lucille says. Working with different types of clients is one example. While the Maltese team services mostly small and medium-sized businesses, their colleagues in Czechia tend to look after larger companies. “We share our knowledge and learn from each other.”

Clients across the world benefit from the team’s ability to incorporate different viewpoints and adapt to local customs. “Even though we offer software solutions that allow people to connect when they’re not in the same office, our clients in Malta really value meetings in person and receiving phone calls,” Lucille says. “I believe the secret to great customer service is in achieving a healthy balance of both remote access and personal contact.”

Why are physical meetings still so important? Lucille believes that these meetings are invaluable when it comes to building trust between colleagues in different locations and between team members and clients.

“Seeing a person’s face when they say something can make a huge difference. When we have meetings internally, we ask everyone to keep their cameras on so we don’t just hear someone’s voice but also see their facial expressions.”

For example, when Malta is preparing for its Christmas celebrations, the holidays are an inevitable conversation topic in meetings. “Talking to colleagues abroad about the festive season in Malta is a great way to share a part of our culture and learn something about another culture.”

Lucille also believes that learning together is incredibly important. “The software world is always changing at all levels, and it’s natural to be afraid of change. That’s why it’s so important for our team members to understand that we are in this together.” By using this approach, team members find it easier to build connections with clients that turn into long-term relationships.

Strengthening client relationships is one of the company’s focus areas for 2025. “We aim to sustain and deepen our existing client relationships through personalised engagement. This will involve regular check-ins and tailored support to ensure we meet their evolving needs.”

The onpoint team is also planning to expand its presence at networking events and industry conferences to connect with current clients and facilitate introductions to potential new clients. “One of the key events we’re looking forward to is the EU Startups Summit in Malta in April.”

Moreover, the team is keeping a close eye on overarching market trends such as the continuing rise of artificial intelligence (AI) and industry regulations such as the Digital Operational Resilience Act (DORA) and the growing emphasis on environmental, social and governance (ESG) requirements. The goal is to help clients navigate these changes smoothly and effectively.

Last, but by no means least, onpoint’s software offerings will keep evolving to align with client and market demands as the team gets ready to launch new built-in add-ons and establish new partnerships to strengthen the diversity of its offerings.