Global hospitality brand case study

Complex e-Learning localisation for global hospitality company, with an international portfolio of luxury hotels

Capita Translation and interpreting (Capita TI) has localised e-Learning content into 8 languages for an international hospitality company. This global brand, with a portfolio of luxury hotels, relies on using our professional 24/7 localisation services to improve employee engagement across a number of different countries.

The client is based in the U.S., but due to their size and global reach, their staff work within different time zones, so it is important for them to have round the clock support from their localisation provider.

Having a partnership approach, rather than a traditional client-vendor relationship, is important to the client as it means that we have a good understanding of their requirements, and we can be proactive with our approach, using innovative solutions to solve issues.

The challenge

Businesses are becoming more international, with employees and customers located across the globe. Localisation has become essential in this process of global expansion and has been adopted by our client through large and complex e-Learning projects, for a wide array of their brands. Our client uses digital e-Learning to train and teach their employees. With such a global presence, it was important for our client to ensure that their e-Learning content was available in a number of languages, in order to engage with their non-native English speaking employees. 8 main languages were chosen for e-Learning localisation: Arabic, Chinese (Simplified), French (European and Canadian), German, Italian, Portuguese and Spanish.

Our client’s e-Learning content comes in a variety of file formats, including Microsoft PowerPoint, Adobe InDesign, eBooks and Articulate Storyline, and includes multimedia content which contains audio-visual elements which also require localisation, including voice-over and subtitles.

How Capita TI helped

Customer service and good project management are crucial as our client is spread across different time zones and they rely on us to manage their localisation requirements 24/7. For such a large localisation project, cost, turnaround time and consistency are high priority – our client needs their multilingual e-Learning content to be consistent across languages, on-time and within budget. In order to address this balance, we created key linguistic assets – translation glossaries and translation memories for each language, in order to reduce cost and time to market, whilst ensuring consistency in messaging, style and tone of voice.

As content can be sent for localisation in a variety of file formats, our language support and file engineering team are on-call to ensure files can be converted into a ‘translation-friendly’ format, in order to be processed by our translation management system.

What’s next?

As our client is a global brand, they have the resources and scale to complete an internal review, as part of the localisation workflow. This can present some challenges, especially if the style guide or reference material is not adhered to by the reviewer, and changes suggested by reviewers have then been flagged by Capita TI for final approval. In order to make this stage more efficient, we are looking to integrate this within our translation ecosystem, allowing the reviewer and linguist to work from the same system, with the same linguistic assets available for reference. Our client initially had another preferred vendor for their e-Learning localisation projects, but they have now fully moved to Capita TI and will be using our services to complete all future e-Learning projects requiring localisation.

What the client said:

“Working with Capita has been seamless. Great customer service and they are extremely precise. True professionals!”

“Your customer service is so much better than competitor’s. I feel like we have a partnership as opposed to a vendor/client relationship, and that is very important.”