SimulTrans

Congratulations! So your company is thriving and you are on track to expand into international markets. And as part of this exciting and ambitious move, you need to address your customers in their local language. This is where the relationship with your localization vendor begins. Embarking on a first project can be a daunting voyage into unknown territories and clients can feel out of their comfort zone when confronted with a new range of questions and decisions that need to be addressed. Even clients well experienced with localization may find adapting to a new partner may take additional time and need special attention to ensure the assimilation process goes smoothly.

We at SimulTrans recognise that a lot of our new clients may not have been involved with any localization before and they will often have lots of very relevant questions. Will the translation be done by a machine or will it be done by a human? How can we ensure that the translations will be consistent with our website and other pieces of text that we have translated previously? Why am I being asked to provide the source file when I have already sent a pdf? What is a Translation Memory and how does it work? How can I be sure that the problems I experienced with my last translation vendor won't occur again?

To address the mutual goal of ensuring new localization relationships get off to a smooth start, Adam Jones, SimulTrans COO, worked with three operations leaders to establish the company's First Project Guardians program.

This program involves appointing a senior member of the team as a point of contact for all high level localization questions, issues, concerns and to provide general information to everyone on the client's team. This is a step we take for all first projects with new clients and is in addition to having a Project Manager who runs the projects day to day. As Ken Kelly, Director, Operations at SimulTrans' Dublin office, explains, "The client benefits from having contact with an industry veteran to provide advice, answers and recommendations regarding the entire globalisation strategy. Also, the guardian ensures that the first projects run smoothly during the early stages of the working relationship."

The program is proving very successful, as new clients can see they are real priority, as they become more familiar with localization workflows, our company processes and personnel. We see these new relationships as long term partnerships that are worth the investment. For us, keeping the lines of communication open is very central to our successful track record of gaining repeat business. Therefore we make every effort to ensure that the experience of working with us is user-friendly, educational, enjoyable and most importantly a step to building a long lasting working relationship.