GlowTouch provides contact center and technology outsourcing to a host of SaaS companies, primarily relying on staff members in Bangalore and Mangalore, India. But the company isn’t based in Silicon Valley or on the subcontinent. Instead, it’s headquartered in Louisville, where it was founded in 2002. Louisville Future talked with Founder and President Vidya Ravichandran, a native of India, to learn more about her company.
Describe the customers you serve.
Ravichandran: Our customers are big SaaS companies. They all have end customers that tend to be other small businesses. A good example would be a web-hosting company. They are our customer; we directly contract with them. But if you think about it, they have tens of thousands and sometimes millions of end customers that use their platform. We service those small businesses.
You pride yourself on your employees’ tenure and education. Talk about that.
Ravichandran: Agent tenure tends to be really, really short in this industry. There’s just a lot of burnout, and people don’t necessarily want to continue doing the same thing. But our agent tenure is pretty close to five years. Our customers are all technical in nature, and agents really do need to have a deeper understanding of the issues that they’re working on resolving for people.
What does your Louisville-based workforce look like?
Ravichandran: Our local team is about 25, and we’re looking to grow that to 100. The biggest growth initiative right now is expanding our Louisville operation. We were in the middle of actually moving and setting up a 100-person operation here [before the pandemic]. None of the growth plan has changed; it is still very much on. I love Louisville. We’ve chosen this place to be our home, and I really want to do more for the community here. Creating jobs is one of the best things that people like us that are small business owners can do.
How has the pandemic affected you?
Ravichandran: I have no bandwidth whatsoever! We’re on more prospect calls right now, our pipeline is bigger than it’s been. Because our customers are technology companies and their services are still things that people are wanting to sign up for. By virtue of them getting a lot more signups and lot more customers, they’re not able to keep up with the support volume and so they’re looking to expand.
You’re a big fan of Louisville’s lifestyle. Why?
Ravichandran: It’s really helped overall, both personally and professionally. If we were somewhere else—even like Arlington, Virginia, where we were thinking about moving to—between commuting to work, keeping up with work, and just dealing with the daily grind of a big city, there’s not much time left for family.
Did you find good support when you were starting up?
Ravichandran: Having come from a different country, it’s just been an incredibly welcoming community. And I don’t necessarily know that the climate is the same everywhere. Between people being supportive and inclusive of people in general and businesses, especially small businesses, there’s just a lot of support. People want to help people. It’s just a very giving community.