Increasing Revenue and Customer Satisfaction with Secure, Localized Portals

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“Thank you for once again delivering excellent work. I’m impressed with the quality and the speed of your turnaround. Your process and teams consistently provide a successful solution for our business needs. This is a terrific partnership.”
—Web Director at a U.S.-based online technologies company 

In 2018, a technology and services provider for the audio streaming industry aimed to significantly boost conversions and revenue in two key global markets: Madrid, Spain and Montreal, Canada. 

The company had several objectives: 

  • Enhance engagement in the two markets by delivering a complete customer experience in their users’ preferred languages 
  • Provide localized user guides and secure support portals to improve customer satisfaction and reduce churn 
  • Expand market share 

The Challenge

The company initially believed it could manage localization in-house for its websites, secure login areas, and documents. However, the lean internal team lacked the expertise to handle the translation aspects of the project. 

The technical complexity of the project made it even more challenging. The customer support portal was built with elaborate single-page applications and contained dynamic content that was frequently updated. 

These sophisticated experiences, often powered by JavaScript, React, Angular, and other frameworks, create nearly insurmountable challenges for internal teams and often confuse third-party vendors, threatening to derail localization efforts. 

The Impact

Leadership quickly realized that neither internal resources nor traditional translation vendors could deliver the project effectively or cost-efficiently. 

Until a suitable solution was found, Spanish- and French-speaking customers experienced an incomplete customer journey. Executives feared losing users to competitors who could provide fully localized support content. 

“It’s been a pleasure working with MarketFully. We are especially impressed with their responsiveness and technical expertise. We gave MarketFully a vendor score of 93.25 out of 100, which is 11 points higher than the program average.” 
—Executive at an international technologies company 

The Solution

The company engaged MarketFully to localize its website, customer portals, and support documents in Spanish and French. The project was completed in 60 days, and thanks to MarketFully’s fully turn-key approach, implementation required only about five hours of client-side effort. 

Executives highlighted these MarketFully capabilities: 

  • Compatibility with Secure Web Applications: MarketFully seamlessly detects, translates, and reintegrates localized content in secure web applications, including dynamic content 
  • Translation Speed and Accuracy: MarketFully typically translates, QA checks, and publishes text content within one business day of its appearance on the source portal 
  • Omnichannel-Ready: Using translation memory—a database storing every translated phrase—MarketFully efficiently localizes offline documents, reducing translation costs 
  • Optimized Translation Process: The technology identifies repeating phrases in template-based dynamic content, translates them once, and reuses translations to further minimize costs 

The Outcome

With MarketFully’s fully turn-key proxy-based solution, the company now: 

  • Experiences ongoing increases in engagement, revenue, and customer satisfaction in Madrid and Montreal 
  • Maintains continually updated websites, secure portals, user guides, and knowledge bases 
  • Delivers a consistent, synchronized brand experience across all markets 

The partnership with MarketFully continues to grow and is expanding to additional markets. One executive described the seamless and effortless solution as “magical.”