Customer Handbook

A cornerstone of a successful client-supplier relationship

Our goal is to build long-term relationships with our customers. Researching, learning, collecting, and utilising information on our customer’s needs.

Our Customer Handbook is something we previously took for granted as a sensible internal resource. However, on asking some of our customers what they thought made for a successful client-supplier partnership, it turned out to be more than just 'sensible'.

As it transpires, our Customer Handbook really hits the mark, providing a level of security and confidence in continuity of service from us as a supplier.

So, what is the Customer Handbook?

In a nutshell, the Customer Handbook embodies our investment in cementing a long-lasting partnership with our clients.

Constructed during a tailored onboarding process, each Customer Handbook is comprehensive, containing in-depth details on procedures relating to all aspects of our relationship, from contract agreement to bespoke expectations and internal processes, all applied to meet each customer's exact requirements.

As part of our customers' translation ecosystem, the Customer Handbook supports and boosts cross-departmental collaboration.

This ever-evolving internal resource ensures that our staff members are fully educated on the requirements of our customers' organisation and brand, becoming an extension of their team.

The breadth and depth of detail that the Customer Handbook encapsulates, ensures questions are answered, problems solved, and concerns addressed — by the first LanguageLine colleague our customers talk to.

The Customer Handbook: The foundation of each localization program

We view our Customer Handbooks as a wide-ranging foundation of our customers' localization program, addressing and protecting the health of their intellectual property. The process ensures a pre-set, optimal approach to managing linguistic assets, from ensuring usage of tools that will help to keep terminology consistent, up to date and on brand, to choosing the best Translation Memory maintenance methodology. It will also help to support continuous improvement, faster turnaround times, ROI, and increased consistency.

Perhaps most importantly, the Customer Handbook ensures that each customer's brand name is protected in any language.

For us, business continuity is key.

The Customer Handbook evolves alongside each translation program, allowing us to leverage previous experience.

The Customer Handbook protects us from knowledge loss and provides a roadmap for timely issue resolution – allowing focus to be placed on the task at hand.

A well-managed Customer Handbook guarantees business continuity but also allows us to respond to workload peaks, helping us to scale up operations rapidly and with ease. It brings assurance that customer expectations will be well defined and stored, stakeholders will not find themselves having to explain the same things twice and important instructions, no matter the circumstances, will always be followed.

A reflection of our internal philosophy

The creation, maintenance, and use of a Customer Handbook supports our internal philosophy: we believe that the lifetime value of a client is much greater than its initial transactional worth.

The Customer Handbook allows us to focus on the day-to-day management of our customer’s projects, and also the experience that they will have with our business over the lifetime of the partnership.