Helped an international translation agency to digitalize their business and accelerate grow, making
them ready for big enterprise customers.
Investigation and analysis:
Conducted an audit of internal processes and customer interactions, interviewed staff members in
various roles. Conducted global market research and interviewed businesses on what they saw as the
ideal process for interacting with a translation service provider and what was the most important.
Before digitalization:
- Receiving of source code via email or google docs;
- Slow manual estimation of the project cost;
- The project manager manually checks what percentage has been completed and what is the employees efficiency on a daily basis;
- Non-transparent bonuses for successful employees / poor accounting of errors in translator bonuses;
- The client can only know the status and deadlines by phone, mail or chat with the project manager in person.
Our solution:
Developed an innovative web-portal with internal and external parts. Internal for managers and
translators, external for customers.
Important features:
- Developed a customer area where customers can place a new order, receive a cost estimate and monitor the status of their order after launching it in real-time.
- Integrated an API for external systems that can automate the submission of material from customers for translation, track progress and request the finished result
- Implemented an ability to attach selected translators to all customer projects
- Developed a Telegram bot to notify the customer about the progress of the project
- Implemented an ability to automatically calculate the project cost estimate depending on the volume, deadline and level of the translators
- Developed a gamification mechanisms for translators to improve quality and employee engagement
- Implemented a system based on auditing mechanism to evaluate productivity and quality of translators
- Created an automatic randomised cross-checking system to check translation quality with ability to open disputes if quality doesn’t fit into standards
- Developed an intelligent monitoring of orders with strict deadlines
- Giving an ability to request the context of a phrase or a group of phrases and the customer will be automatically notified by Telegram bot and email;
With help of developed detailed FAQ on the use of the system and in close cooperation with the
client the on-boarding processes for new employees could be optimised.
Results achieved after implementing of our solution:
- increased efficiency of project managers of 52% compared to the past
- added transparency for manager and customer
- better bonus system for translators and cost optimisation
