RWS in-person and video interpretation teams facilitate technical training for JLR’s technicians in multiple languages

Delivering technically nuanced content to JLR’s local dealers and partners in multiple languages results in greater understanding and engagement.
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JLR Jaguar Land Rover is a prestigious British car manufacturer, well-known for its iconic offroad vehicles and luxury cars. RWS has a well-established relationship with JLR, providing a variety of language services, including localization and interpreting services.

JLR’s operational excellence depends on the delivery of technical content to European dealers and partners. Regular training sessions ensure that they have the latest workshop materials, owner manuals, urgent notifications, and access to TOPIx, an online portal with technical maintenance information. To facilitate interactive, two-way communication, the training sessions are held in-person and in local language.

Challenges

  • Conveying the technical content accurately to avoid misunderstanding
  • Training for dealers and retailers in their local language
  • Collecting training and content feedback from in-country technicians
  • Facilitating adoption of the TOPIx online technical portal  
  • Ensuring a good understanding of TOPIx functionality and content

Solution

  • Subject-matter expert interpreters convey technical content in local languages
  • Interpretation teams accompany JLR staff on-site to each location
  • Live interpreters facilitate interactive, two-way communication 
  • Both in-person and virtual interpretation services deliver flexibility and accessibility
  • Interpreters accurately capture the nuances of the content in each language

Results

  • Service teams gain a far deeper understanding of TOPIx and the nature of the content available 
  • Training in the local language generates greater participation 
  • Technicians’ real-world feedback supports continuous improvement
  • Interpreters quickly became an important support to the JLR team, with follow-up engagements planned
  • Greater understanding and use of TOPIx improves technical response, service outcomes, resolution rates and customer satisfaction
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I wanted to thank all who made the training sessions. The feedback from our retailers has been very positive and our staff loved the experience. The interpreters really stood out in terms of their skills and keeping conversations moving, not just the words but the meaning and emotions of what was being discussed. Everyone from our side felt they made a significant contribution to the success of the event.