{"id":2233,"date":"2019-12-26T00:00:00","date_gmt":"2019-12-26T00:00:00","guid":{"rendered":"https:\/\/www.motionpoint.com\/?post_type=customers&#038;p=2233"},"modified":"2020-11-23T16:57:03","modified_gmt":"2020-11-23T16:57:03","slug":"portal-translation-manufacturing-case-study","status":"publish","type":"customers","link":"https:\/\/www.motionpoint.com\/customers\/portal-translation-manufacturing-case-study\/","title":{"rendered":"Portal Translation: Manufacturing"},"template":"","client_categories":[42],"industry_categories":[49],"resource_categories":[28,34,30,24,39,35,26,22,31,25,17,18],"geographic_region":[],"targeted_localized_audience":[],"document_categories":[],"class_list":["post-2233","customers","type-customers","status-publish","hentry","client_categories-case-studies","industry_categories-manufacturing-automotive","resource_categories-industry-b2c-manufacturing","resource_categories-business-goal-brand-experience","resource_categories-business-goal","resource_categories-role-business-strategist","resource_categories-content-type-case-study","resource_categories-content-type","resource_categories-industry","resource_categories-role","resource_categories-business-goal-streamline-operations","resource_categories-role-technologists-developers","resource_categories-topic","resource_categories-topic-website-translation"],"acf":{"case_study_title":"Extending the Global Customer Journey with Localized Support Content","translate_this_case_study":"YES","hover_summery_text":"","background":"","objective":"<p>In 2018, a multibillion-dollar manufacturer of computer printing and tracking hardware identified four key goals to grow its global business. It needed to:<\/p>\n<ul>\n<li>Localize the customer journey, including its valuable self-serve support and knowledge base portals<\/li>\n<li>Reduce the cost and effort required to support global customers<\/li>\n<li>Find a digital translation solution that was compatible with its CMS and file formats<\/li>\n<li>Improve international customer satisfaction<\/li>\n<\/ul>\n<h3>The Challenge<\/h3>\n<p>  The manufacturer, which operates with lean marketing and technology teams, initially localized its website using another translation solution. But it quickly became clear the vendor\u2019s technologies were limited, resulting in disastrous UX and translation issues.<\/p>\n<p>  Further, the vendor couldn\u2019t effectively localize the manufacturer\u2019s secure customer support login areas. The manufacturer\u2019s CMS provider said it would increase its hosting costs by 10x to accommodate the vendor\u2019s connector-based approach.<\/p>\n<h3>The Impact<\/h3>\n<p>  This ultimately denied customers access to critical self-serve support and knowledge base content in their preferred languages.<\/p>\n<p>  As the manufacturer engaged global markets, its support team soon experienced an alarming\u2014and continuous\u2014spike in support tickets from multilingual customers. This generated thousands of dollars of additional support costs each month.<\/p>\n<\/p>\n<p>  Customer satisfaction plummeted, too.<\/p>\n","story_solution":"<h3>The Solution<\/h3>\n<p>  The company pivoted and engaged MotionPoint to take over its localization projects. <\/p>\n<p>  MotionPoint\u2019s turn-key approach\u2014which operates independently of CMSs, portal platforms and technology stacks\u2014easily translated the manufacturer\u2019s website and customer support portal in 60 days. Our customer\u2019s executives said they specifically benefitted from these MotionPoint capabilities:<\/p>\n<div style=\"margin-left: 2em; margin-bottom: 1rem; font-size: 18px; line-height: 30px;\"><b class=\"cobalt-blue\"> Compatibility with Secure Web Applications:<\/b> MotionPoint seamlessly detected, translated and reintegrated localized text in the customer\u2019s secure web applications, which were created with sophisticated JavaScript.<\/div>\n<div style=\"margin-left: 2em; margin-bottom: 1rem; font-size: 18px; line-height: 30px;\"><b class=\"cobalt-blue\"> Localizes Dynamic Content: <\/b>We translated the customer\u2019s dynamic content that wasn\u2019t visible \u201con the page,\u201d fed through either JSON or XML. Other solutions can\u2019t do this with any reliability.<\/div>\n<div style=\"margin-left: 2em; margin-bottom: 1rem; font-size: 18px; line-height: 30px;\"><b class=\"cobalt-blue\"> Configuration &amp; Setup: <\/b>We eliminated all customer-side IT effort by deploying the servers, software, databases and tools associated with launching and hosting the localized portal.<\/div>\n<div style=\"margin-left: 2em; margin-bottom: 1rem; font-size: 18px; line-height: 30px;\"><b class=\"cobalt-blue\"> Optimized Translation Process: <\/b> Our technology identified repeating phrases in template-based dynamically generated content, and translated them once\u2014and never had to translate them again. This dramatically reduced translation costs.<\/div>\n<h3>The Outcome<\/h3>\n<p>  With the global manufacturer now leveraging MotionPoint\u2019s proxy-based solution:<\/p>\n<ul>\n<li>It expends no effort to operate and maintain its localized online CX <\/li>\n<li>The number of customer support tickets, and their associated costs, dramatically decreased<\/li>\n<li>Customer satisfaction increased<\/li>\n<li>Customer churn decreased<\/li>\n<li>The total cost to localize, host and operate the portal was far less the other solutions, at launch and ongoing<\/li>\n<\/ul>\n<p>  And thanks to the value MotionPoint helped generate with its convenience, cost savings and business impact, the manufacturer engaged us to localize its digital customer experience in seven additional languages.<\/p>\n<\/p>\n<p>  It now effortlessly serves customers around the globe in Simplified Chinese, French, Spanish, Castilian Spanish, Brazilian Portuguese, Italian, Polish and German.<\/p>\n","story_outcome":"","case_study_video_embed_id":"","set_as_featured_video":"NO","main_quote_message":"We always work well with MotionPoint\u2019s team. 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