American Company db in India Proves Clients Can Enjoy Benefits of Profits AND Superior Customer Serv

It depends on who you talk to. The fate of globalization is a much debated topic in the media lately.

The Wall Street Journal stated not too long ago that the decline of U.S. infrastructure, more attractive tax codes and the quality of education in the States have made other countries such as Brazil and China more attractive to multinational companies.

The Huffington Post says that “…with the fusion of technology and globalization, countries are more dependent than ever on human, intellectual capital, while at the same time, this same capital has become easily transferable, moveable.”

A Washington Post Op Ed piece hails the rising number of manufacturing jobs returning to the U.S. as a sign that the heyday of globalization—at least in some areas—may be approaching its sunset.

We recently approached James Ussery, CEO of Machus Corp., which happens to be an American company currently doing business in India, to share his views regarding globalization trends.

Machus is an American company doing business in India. What benefits does your business model offer a client?

Our business model is simple: Low-cost resources managed by Americans, which guarantee an American face and voice for the comfort and convenience a familiar language and culture offers when transacting business.

The number one reason for doing business in India is lower costs. Properly managed resources in a low-economy location can be a strong power move for big business. That’s why major companies such as Microsoft, John Deere and Accenture have a presence in India. This means more room for profit.

Our management shares a cumulative 28 years of experience working for U.S. corporations such as CitiBank, Accenture, Chevron and Perot Systems. We understand the importance of thorough training and high standards to achieve customer satisfaction, and that’s what we offer our clients.

Did you start out in the U.S.?

Machus is based in Dallas. However, in 2009 a life change led us to move to India. We based our decision solely on family ties. My wife is Indian and it was important that our son learn his mother’s culture before one day moving back to the States.

As an online company, we found that the business could thrive from anywhere in the world as long as we upheld our mission to remain a high performance, low-cost company. The freedom of being remote has allowed us to live in multiple locations and familiarize ourselves with multiple cultures.

Working with a remote team adds to that flexibility. Not only are we keeping our overhead low, thereby offering competitive rates to our clients, but we are also able to enjoy a healthy balance in our personal lives.

The culture of our company has always been to manage remote resources with high integrity and dedication to our work for the best result. Working with a remote team allows us to keep our best resources—some of the highest skilled professionals in the industry. Our business model allows them to enjoy the same work-life balance we do and they give in kind with first-class proficiency and exceptional experience.

Is Machus a multinational corporation–i.e. registered in more than one country?

Machus is, at this time, an American corporation based in Dallas, Texas. We’ve leveraged our family ties in India to start a second company for outsourcing. We live locally and are hands-on in running that entity. Our Indian company pays government taxes to India and our U.S. company pays taxes to the U.S. government.

Are all of your employees Indian?

No. All Machus employees are American and all employees of the Indian company are Indian. Because they are separate entities they have different charge rates and separate rules. They’re doing business with an American company with an American voice, face and ethics but with an Indian price tag.

Some economists are reporting wage increases of more than 10% in India. Will those increases be passed on to your customers as higher prices for Machus services?

Machus evaluates prices annually. We recently raised our prices for the first time in three years. Being a smaller company, we’re able to manage our expenses and minimize overhead. This allows us to provide the best rates to our clients and resellers who continue to enjoy better profitability.

There are many people who are ill-at-ease about the quality of services outsourced to India—mostly BPO. What would you say to clients who are worried they won’t get quality customer service?

Just as the five fingers on your hand are different, so are the skills of every individual. We know each of our employee’s strengths and match them to projects based on those strengths. We have team leads who oversee the work done, along with qualified project managers who ensure that it gets done on time, on budget and meets our standards. We’ve found this results in superior customer satisfaction.

The media is saying that globalization as we once knew it is changing—that multinational companies –particularly those in the manufacturing industry—are beginning to “reshore” or return operations to their home countries. Is this true for the Web services industry?

There’s a balance to be attained to be successful. Each industry evaluates profitability against customer satisfaction. There are still a significant number of companies looking to outsource Web services for the simple reason that it allows them a higher profit margin. We don’t see that changing in the near future because we believe that the key to survival lies simply in continuing to provide high-quality services.

Being an American company with an American outlook, training and experience, we know the importance of customer satisfaction and continuously train our staff to achieve those high standards.

Author Bio:

Machus Corp., A technology solutions company based in Coppell, Texas, provides SEO services , Search Engine Optimization , Internet Marketing Services, Pay Per Click, Web Design and Development Services.