{"id":2241,"date":"2020-01-03T00:00:00","date_gmt":"2020-01-03T00:00:00","guid":{"rendered":"https:\/\/www.motionpoint.com\/?post_type=customers&#038;p=2241"},"modified":"2023-02-15T14:21:26","modified_gmt":"2023-02-15T19:21:26","slug":"portal-translation-healthcare","status":"publish","type":"customers","link":"https:\/\/www.motionpoint.com\/customers\/portal-translation-healthcare\/","title":{"rendered":"Portal Translation: Healthcare"},"template":"","client_categories":[42],"industry_categories":[44,47],"resource_categories":[34,30,24,39,35,20,23,22,31,17,18],"geographic_region":[],"targeted_localized_audience":[],"document_categories":[],"class_list":["post-2241","customers","type-customers","status-publish","hentry","client_categories-case-studies","industry_categories-consumer-products","industry_categories-healthcare","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-topic-digital-marketing","resource_categories-role-marketer","resource_categories-role","resource_categories-business-goal-streamline-operations","resource_categories-topic","resource_categories-topic-website-translation"],"acf":{"case_study_title":"Accelerating Hispanic Market Growth with a Localized Customer Portal","translate_this_case_study":"YES","hover_summery_text":"","background":"","objective":"<p>In 2010, a Top 5 U.S. health insurer wanted to focus its customer engagement on states with growing Spanish-speaking populations. Keen to increase market share, the insurer targeted states in the American southwest and Illinois.<\/p>\n<p>  The insurer operates large, complex online experiences that are managed across several siloed teams. It would take visionary, unified coordination among Marketing, IT and other departments to launch and operate a Spanish-language CX.<\/p>\n<p>  The organization had five key goals:<\/p>\n<ul>\n<li>Reach, engage and convert Spanish-speaking customers<\/li>\n<li>Empower customers to manage their accounts via a secure login portal<\/li>\n<li>Meet all regulatory requirements with excellent translated content<\/li>\n<li>Use its translated content to differentiate itself from competitors<\/li>\n<li>Outpace competitors with a rapid speed-to-market<\/li>\n<\/ul>\n<h3>The Challenge<\/h3>\n<p>  After careful analysis, the company determined that using in-house resources to tackle the project would likely stall due to communication challenges, technical complications and operational complexity.<\/p>\n<p>  And even if the project got off the ground, it would take many months\u2014or more likely, more than a year\u2014to complete.<\/p>\n<h3><span>The Impact<\/span> <\/h3>\n<p>  The insurer calculated the opportunity cost of not offering a Spanish-language customer portal, highlighting issues such as:<\/p>\n<ul>\n<li>Minimized brand awareness among Hispanics<\/li>\n<li>Costly gaps in customer service<\/li>\n<li>Stagnating market growth<\/li>\n<li>Lost market share<\/li>\n<\/ul>\n<p>  The insurer understood that it would lose more money if it ignored the needs of Spanish-speaking customers than it would spend to invest in a third-party translation solution. It engaged MotionPoint to handle the translation project.<\/p>\n","story_solution":"<h3>The Solution<\/h3>\n<p>  MotionPoint\u2019s solution required less than five hours of IT effort to implement, and took <b>only 90 days<\/b> to localize the customer portal and other sites. One impressed executive called our fully turn-key solution \u201cmagical.\u201d<\/p>\n<p>  They said the company 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\">Translation Accuracy: <\/b>MotionPoint\u2019s translations met the customer\u2019s high expectations for technical accuracy, nuanced localization of medical terminology, and meticulous replication of the company\u2019s brand voice in Spanish.<\/div>\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 detects, translates and reintegrates localized text in the customer\u2019s secure web applications. Our solution deftly detects and translates its dynamic content, too.<\/div>\n<div style=\"margin-left: 2em; margin-bottom: 1rem; font-size: 18px; line-height: 30px;\"><b class=\"cobalt-blue\">World-Class Security: <\/b>MotionPoint completes annual independent assessments to ensure compliance with security standards such as HIPAA and others. Our solution does not see or store customers\u2019 personal information.<\/div>\n<div style=\"margin-left: 2em; margin-bottom: 1rem; font-size: 18px; line-height: 30px;\"><b class=\"cobalt-blue\">Omnichannel-Ready: <\/b>MotionPoint uses <i>translation memory<\/i>\u2014a database that stores every translated phrase of the customer\u2019s project\u2014to localize the customer\u2019s offline documents, which reduces translation costs.<\/div>\n<h3>The Outcome<\/h3>\n<p>  With the insurer now using MotionPoint\u2019s proxy-based solution:<\/p>\n<ul>\n<li>It presents a consistent, regulatory-compliant localized CX across digital channels<\/li>\n<li>Spanish-speaking customers manage their accounts via the secure portal, increasing engagement and retention<\/li>\n<li>It benefits from effortless upkeep that requires no involvement from siloed departments<\/li>\n<li>It distinguishes itself from competitors<\/li>\n<\/ul>\n<p>  The insurer now leverages MotionPoint\u2019s solution to keep its Spanish CX seamlessly up-to-date and operational\u2014which will include an upcoming platform migration from its current CMS to Adobe Experience Manager.<\/p>\n","story_outcome":"","case_study_video_embed_id":"","set_as_featured_video":"NO","main_quote_message":"Our relationship with MotionPoint is one of the best partnerships we have. 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