ServiceChannel is active in facility management software development. It was founded in 1999 with the core concept of transforming the way facility management professionals cooperate with their commercial partners. To this end, ServiceChannel created a cloud-based service automation and reporting platform, where clients and suppliers can connect and work together in an efficient manner.

Today ServiceChannel assists more than 500 brands in managing the performance of over 70,000 service providers across 360,000 locations in 63 different countries.

OVERVIEW OF THE PROJECT

• specialist translations from English into 26 languages
• 31,000 words translated per language
• creation of a specialised terminology database
• a team of 26 language professionals, coordinated by a dedicated PM + an assistant PM

CHALLENGES

As part of its global expansion project, ServiceChannel was looking for a partner to take on the localisation of its software platform.

The ServiceChannel platform has been certified as SSAE 18 (SOC 1 Type II), the new auditing standard for service organizations. This high level of certification demands that the translation of a text into different languages results in a target text which strongly respects the source text, as well as being carried out with the expertise necessary for a high-precision technological product.

Furthermore, the particular format of files to be translated called for the implementation of a specific workflow to respect the characteristics of the original software.

This was accompanied by the need to complete the translation in accordance with the global development schedule, respecting strict deadlines.

SERVICE PROVIDED

In order to respond satisfactorily to these needs, Arkadia gathered a team of XX translators, specialised in website and internet platform localisation.

The translators and proof-readers were coordinated by a dedicated project manager, who was helped by an assistant project manager.

Before beginning the operational stage, Arkadia organised training sessions for all team members, during which the software was presented and explained in detail.

This training was accompanied by the preparation of a multilanguage terminology database, which included the glossary provided by the customer for the translators and proof-readers, to ensure maximum consistency.

At the same time, a specific communication channel was set up, by which the PMs and translators could interact with the customer in order to clear up any doubts about the texts.

RESULT

In the space of approximately 20 working days, Arkadia was able to send the translated files to ServiceChannel. The texts were thus uploaded to the system, in order to allow the linguists’ team to perform the last step of contextualised checking.

At the end of this stage, ServiceChannel was able to launch its platform in the selected markets, according to schedule and in the manner expected.

As the platform is constantly updated, the partnership between Arkadia and ServiceChannel continues, with the translation included smoothly in the workflow thanks to the experience gained during the first phase.