ChannelWorld

Cache Technologies takes pride in the high level of ethical business practices it adheres to. This Pune-based company strongly believes in customer-first approach. The highly motivated, committed, and trained team at Cache believes in doing things differently, which is why the company has a different approach in handling its customers.

A complaining customer is a true well-wisher — this is what the team at Cache Technologies believes in. When other players in the industry are still figuring out and fixing their approach about the complaining customer, Suresh Joshi, the company’s founder, and his team are taking the criticism in a positive stride. He says, “If you keep your customer happy, he will keep you in business. On the other hand, a complaining customer is a true well-wisher because by complaining to you he is placing his faith on you and laying his expectations of you. Further by complaining to you, he is giving you the second opportunity to continue the business.”

He further adds, “If he is not complaining to you, he will complain to others in the market, thus taking away few more of your customers, which is obviously uncalled for.” So in that case, a timely solution can fix up not only the customer problems but also prevent any damage to the organization.

This positive approach does not really stop with the customer. Like customers, Joshi believes employees are equally critical in the organization’s growth. “The employees are the pillars of the foundation laid by you, and they can take your organization to any heights. One has to make them much stronger. By doing so, you are indirectly making the organization base stronger,” he shares.

The timely encouragement and acknowledgement in innovative ways keeps the employee motivated, which is visible in their performance. Every good action and achievement is rewarded and gets recognized. So appreciation is the key word. Recognitions like star of the month, star of the quarter, best department of the quarter or year, etc are part of the policy. The continuous training on soft skills and technical skills keeps the employees growing.” The other important and rarely observed factor is by placing people in authority. Joshi strongly feels authority with responsibility will always produce results.

The company follows numerous best practices. There is a strong commitment in adhering to the norms such as transparent transactions, business values, human values, and social values. “There is no reinventing the wheel. One should strictly follow the basic rules that have kept the revenue figures surging in the balance sheet,” says Joshi.

Talking about the growth plans, Joshi believes that the domestic market is yet to be tapped to its fullest potential and has no plans to right now test waters overseas. Like they say, necessity is the mother of invention, Joshi signs off saying, “Changing technology and growing competition makes us think differently.”

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INTERVIEW

Suresh Joshi, Founder, Cache Technologies, emphasizes that changing technology and growing competition helps one think differently.

What is the one thing that you think is the most important with respect to your business? Why?
JOSHI: We have always adhered and strictly practiced transparency in any transaction, be it with a vendor, a customer or our internal customers meaning our employees. Our Business Values, Human Values and last but not the least our social values are of utmost importance to us. These three values are integral and core to our business and till date, we have never compromised on any of them.

Since there is a thorough dedication and strict adherence to certain set principles can you share and discuss them more elaborately? In a way what are the guiding principles and best practices of the company?
JOSHI: Well there is no to-do list in the company or any stringent must-do list for the organization. We are not here to re-invent the wheel. We just believe in sticking to the basics which I have mentioned above like upholding the transparency and other basic values. These basics have been instrumental in helping us achieve what we are today and I am confident we would continue to do a good job in the future as well.

What are the three best things that u pride on and believe that makes you stand apart in the crowd?
JOSHI: Well, for us it has always been the customer first approach. The customer needs and demands are always on the priority. But that doesn’t mean it’s driven out haphazardly. We are stringent on the norms of transparency and have always endured high levels of ethical business practices. All this is only possible when you have a highly motivated, committed and trained team.

What keeps your highly determined, committed team motivated when players in the industry are struggling to cope with the attrition?
JOSHI: Well, the rule of the game is very simple. Whenever there is an achievement there is an appreciation. Each and every achievement is applauded and rewarded well and even if it’s a repetition of the earlier task. This definitely keeps the spirits of the team high and helps them to perform better. Also there is regular training that allows the employee to have a value addition to his own professional growth.

How did you start to diversify? What made you realize that you need to broaden your horizons?
JOSHI: Well it need not be reiterated that Information Technology is a fast paced business. You have to be geared all the time and consciously pick and chose the right path at the right time. You simply cannot afford to be complacent. Changing technology and growing competition makes us think differently.