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think3 sees immediate Return on Investment (ROI) with its localized
knowledgebase.
think3 is a privately held mechanical computer aided design
(MCAD) company bringing powerful, flexible, affordable "mass 3-D" design
software to every engineer's desktop. think3 software is used by leading
companies worldwide including home accessory manufacturer Alessi, sportswear
manufacturer Adidas, Buell Motorcycle Company (a division of Harley Davidson),
Candy/Hoover (vacuum cleaners), Dinan (custom BMW engine parts), Matsushita
Seiko (consumer electronics), Sharp (consumer electronics), and Toshiba
(consumer electronics), among others.
The challenge
At http://www.think3.com/thinkcare,
the company delivers rich, real-time technical support and continuing education
to designers and engineers who use the company's 3D design software. To better
service their global customers, think3 wanted to offer their knowledgebase to
their numerous non-English speaking customers. Since the information in this
knowledgebase is consistently changing and might quickly become outdated, the
company could not justify the cost of a full translation service and sought out
an innovative solution. think3 initially tried a number of leading machine
translation (MT) software packages but the accuracy was not acceptable.
Providing excellent customer care for complex product has been key to think3's
success; and finding a feasible solution was critical to delivering on their
promise of quality support.
The Solution
Steve Becker, V.P. of Customer Care, began to seek other solutions and was
intrigued by the various service levels offered by iLanguage. The iLanguage
staff listened to think3's needs and offered "iLanguage Dynamic": a combination
of Computer-Aided translation (CAT) with human post-editing services that
remarkably improved accuracy and greatly reduced the translation cost. An
initial project of 50,000 words was done in German, French, Italian and
Japanese. As part of a long-term relationship with think3, iLanguage's in-house
teams of translators ensured consistency across the different languages. As the
knowledgebase of the company increases, so does the expertise of the
post-editing teams. The use of Computer-Aided translation processes includes
Machine Translation optimization of custom-built lexicons and linguistic rules,
and results in unsurpassed quality and unequalled efficiency on the project. A
win-win for both businesses!
iLanguage is clearly the right match for the company. think3 can be assured
that its language provider will be there to collaborate as new challenges
arise, and as think3 seeks to provide consistently high quality care for its
customers. In the long-term, both companies will benefit from this partnership
as the processes become more efficient and iLanguage's familiarity with think3
products and preferred wording increases.
The Result
think3 recorded great ROI with this project: reduced cost of customer support
and increased customer satisfaction in Europe. Customers in France, Germany and
Italy can now fully benefit from up-to-the-minute technical information that
helps them to be as productive as possible using thinkdesign. Furthermore,
think3 won a prestigious award as one of "The Year's Ten Best Web Support
Sites" from the Association of Support Professionals in 2001, for the
exceptional online software service and support it provides through its
thinkcareT customer care program.
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think3