LearnUpon localizes its user interface into nine new languages in three months

By 2021, LearnUpon had already localized its system into more than 10 languages, and the company planned to pursue an ambitious strategy of adding another three to four languages a year. But with their existing provider the pace of translation was far too slow. Combined with delays in receiving quotes and other communication, this was creating frustration across the business and impacting LearnUpon’s customers.

Worst of all, there were also translation quality issues, resulting in customer complaints. “One customer even compared it to Google Translate,” says Jovana Ilijašević, Group Manager of Product Operations for LearnUpon. “This was a red flag for us that we needed to find a new provider.” 

The problem was compounded by an ad hoc approach to localization rather than an organized cycle, and by a lack of suitable technology for managing the process. Without a dedicated translation workflow tool, LearnUpon was relying on a fiddly system of spreadsheets, emails and attachments that was inefficient and susceptible to human error.

More than just a translation provider, LearnUpon wanted a partner capable of helping them grow their business. Their top criteria included reliability, commitment to agreed projects and turnaround times, advice on their translation strategy, and an understanding of the world of eLearning.

After a careful selection process that included taking up references, LearnUpon found all of this in RWS.

Even though LearnUpon had specifically set out to find a partner, Jovana was still surprised by the gap between her expectations and reality.

LearnUpon wanted to get started on nine new platform languages as soon as possible, so work started immediately using their own manual system, before transitioning to Trados Enterprise, RWS’s translation management system.

Once Trados Enterprise had been installed, the translation process became much smoother and faster. The new system maximized efficiency through the automation of manual tasks and enabled the management of processes such as requesting and receiving quotes, estimating turnaround times, allocating translators, file exchange and tracking projects – all from a single tool.

LearnUpon had established quality as one of their main criteria, so they were delighted by the commitment shown by the new translation team, whose habit of asking questions whenever they needed clarification was very welcome.

“The open communication we have during translation is really reassuring,” Jovana says. “We know that the localization is being done properly by translators who understand the platform and care about getting it right.” 

LearnUpon facilitated and encouraged this dedication not only by sharing their style guide for ensuring consistency and accuracy, but also by setting up a portal to allow the translators to explore the platform for themselves.

LearnUpon now offers a total of 23 platform languages, allowing it to meet customer demand and expand into new markets. They delivered nine of these in just three months as their first project with RWS, representing a game-changing improvement in translation turnaround. Wait times for quotes are also significantly reduced – Trados Enterprise can calculate a quote in a matter of minutes based on word count and rates.

This new partnership model has allowed LearnUpon to build their credibility with customers. They’re able to provide new platform languages within agreed deadlines and have seen a dramatic reduction in customer complaints about translation quality. And when prospects enquire about the possibility of new languages, LearnUpon is able to respond quickly. “I really love the ease of communication with RWS,” says Jovana. “If a customer has a question about a translation or is interested in a new language, we can talk to the RWS team and come back to the customer with a proper answer.”

LearnUpon has also improved its localization process, establishing an organized cycle of quarterly translations of 80K–90K words instead of the previous ad hoc approach. The use of Trados Enterprise has delivered significant cost and time savings, especially through streamlining quoting and file exchange.

LearnUpon now has the confidence to pursue its ambition of introducing three to four new languages a year. Jovana says that they’re even considering extending their localization effort to other content, such as support articles.

Further strategy improvements are also in the works. LearnUpon’s current approach to the localization of new platform features is reactive, taking place after the features have gone live. But they plan to implement a more sophisticated approach of continuous localization, where new features will go live in all platform languages at once. This will be facilitated by connecting their in-house platform development and delivery tools with Trados Enterprise, to maximize the use of automation from end to end.

Jovana anticipates continuing to develop LearnUpon’s relationship with RWS for a long time. “My advice to others would be to look for a translation partner, not a translation company,” she says. “We’ve built a strong bond with RWS and they’re playing an active role in helping us grow our business. That’s what you want in a translation vendor.”