Enabling Employees with Localized Secure Portals

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“MarketFully’s solution is truly impressive. Their technology makes everything effortless for us, and they consistently act quickly to ensure our translated experience operates flawlessly. We’re very impressed with the quality of work they deliver.”
—Marketing leader at a Top 5 U.S. telecom company 

A Top 3 U.S. wireless telecom provider set out to rapidly grow its market among Spanish-speaking customers. 

Serving postpaid, prepaid, and wholesale markets in the U.S. and Latin America, the company set several strategic objectives for this initiative: 

  • Reach, engage, and convert Spanish-speaking customers 
  • Deliver a fully localized customer experience through a translated portal 
  • Enable Latin American staff to provide support via a localized employee portal 
  • Use the fully translated experience as a key differentiator against competitors 

The Challenge

The company faced multiple challenges when evaluating localization solutions. 

One major concern was the speed at which its creative agency published content and support information. The agency often released multiple updates in a single day to both the English website and internal portals. 

Most translation solutions could not keep pace because: 

  • Content-detection technologies struggled to track rapid updates 
  • New content was not identified and prepared for translation in time 
  • Some content was missed entirely due to technical limitations 
  • Translating, reviewing, and publishing could take weeks 

By the time content was localized, time-sensitive promotions or updates could be outdated or removed, resulting in poor user experiences, wasted resources, and operational inefficiency. 

Additionally, the portals’ complex coding made localization nearly impossible for the internal IT and marketing teams. 

The Impact

The company was losing opportunity. Although it had served Spanish-speaking customers and employees for years, the user experience was clearly insufficient. 

Competitors launching localized portals for Spanish-speaking U.S. customers further increased pressure. 

“Our partnership with MarketFully is excellent. Their team was dedicated, committed, and responsive throughout the process of launching our Chinese website. We’ve always been very pleased with the quality and performance of MarketFully’s solution.”
—Executive at a Top 5 U.S. telecom company 

The Solution

MarketFully localized the company’s customer and employee portals, public-facing website, offline documents, and instructional videos in 90 days. 

Executives highlighted the following MarketFully capabilities: 

  • Translation Speed and Accuracy: MarketFully typically translates, QA checks, and publishes content within one business day of its appearance on the source portal 
  • Compatibility with Secure Web Applications: MarketFully seamlessly detects, translates, and reintegrates localized text in secure applications, including dynamic content 
  • World-Class Security: MarketFully completes annual independent audits to ensure compliance with security standards such as PCI DSS Level 1. Customer personal information is never accessed or stored 
  • Configuration & Setup: All client-side IT effort was eliminated through the deployment of servers, software, databases, and tools required to launch and maintain localized portals 

The Outcome

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

  • Achieves significant growth among Spanish-speaking customers with minimal internal effort 
  • Maintains Spanish portals that keep pace with the English portal’s production schedule, ensuring 100% content parity 
  • Generates at least twice the traffic and conversions compared to other U.S. telecom providers with Spanish portals 

The company has leveraged MarketFully’s solution for more than a decade, and its Spanish-language business continues to thrive in the U.S. and beyond.