Portal Translation: Travel & Hospitality Case Study

Cruise Leader Makes Waves with Translated Portal & Omnichannel

Website

Industry

Travel

Type

Informational

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MotionPoint localized our digital customer experience in under 90 days, from contract signage to completion, just as promised. We’re glad to partner with such a world-class organization that has the project management expertise and technical resources equipped to meet our demands.

Director at a U.S.-based

travel transportation provider

    In 2012, a global Top 3 leader in the cruise line industry—which serves dozens of markets across the world with over 450 global destinations—wanted to generate more business among international customers. It identified several goals to make that happen:

    • Localize its digital customer experience into several languages to improve engagement and conversions
    • Support international travel agents with a translated, secure, informational and booking portal
    • Offer multilingual support to on-ship guests via localized kiosks and a mobile app
    • Provide localized brochures and signage for on-ship guests and staff

    The Challenge

    The cruise line, renowned for its excellent customer service, knew it couldn’t compromise on its localized CX. But several obstacles awaited the company:

    • Its lean teams didn’t have the expertise to translate the digital content; a third-party vendor would be required
    • The technical complexity of the travel agent portal wasn’t just complicated for the cruise line’s internal teams—it completely outclassed nearly every digital translation vendor, making it practically impossible to localize
    • The overwhelming technical and operational complexity would delay the project’s speed-to-market … if it could be completed at all

    The Impact

    The company realized it needed a superior “one stop” turn-key solution that could localize its complex portal, website and omnichannel content. Equally important, the solution needed to be nimble, to accommodate the rapid pace of its cross-channel content production schedules.

    Until it found a solution, the cruise line’s international engagement and sales would continue to stagnate—or even decline. Too many competitors were already providing localized experiences for their global customers. The company was losing international market share.

    MotionPoint does an excellent job at communication, and keeping us regularly updated on our translation project. The company’s translation and implementation teams are always excellent, too.

    Director at a U.S.-based

    themed recreation & hospitality provider

    The Solution

    The company engaged MotionPoint to localize its CX—including its complicated travel agent portal. MotionPoint translated the portal in less than 30 days, and the rest of the customer experience in a month.

    MotionPoint now localizes the portal and other content in eight languages, including Spanish, French, German and Japanese. It also localizes the company’s mobile application in six languages.

    Company representatives said their project especially benefitted from these MotionPoint capabilities:

    Translation Speed: MotionPoint typically translates, QA’s and publishes text content within one business day of its publication on an origin portal.
    ‘Transcreation’ Capabilities: MotionPoint applies a method called transcreation to the customer’s CX, which goes beyond traditional translation and preserves the content’s original intent, wordplay, wit, context and nuance. This is translation at its most artful.
    Compatibility with Secure Web Applications: MotionPoint seamlessly detects, translates and reintegrates localized text in the customer’s secure web applications. Our solution deftly detects and translates the portal’s dynamic content, too.
    Turn-Key Configuration, Translation & Ongoing Operation: We eliminated all customer-side IT effort by deploying the servers, software, databases and tools associated with launching and hosting the localized portal. We fully handle all translation workflows, too.

    The Outcome

    With the customer now leveraging MotionPoint’s proxy-based solution:

    • It exceeded goals for international bookings, revenue and guest satisfaction
    • It supports key business allies—travel agents—across the world
    • Its portal enables international travel agencies to easily promote the cruise line to clients
    • It supports more languages on its on-ship mobile app than competing cruise lines, enhancing the customer experience

    Industry

    Travel

    Type

    Informational


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