Customer Stories

Global LSP Increases Interpreter Productivity

Interpreter Intelligence makes it easier to close jobs faster

The Need

This Language Service Provider (LSP) wanted to provide better tools to make it easier for their interpreters to get their work done. They discovered that only 20% of their interpreters could close jobs on their own with their existing system. In addition, their non-mobile friendly system was not only slowing down their business, it was also creating more administrative work for employees.

The Solution

After understanding how this LSP wanted work to flow between their interpreters and HQ, Interpreter Intelligence was able to configure the platform to provide the finance department and interpreters in the field with the tools they needed to do better work, faster.

The Result

In less than six months, through extensive interpreter training, 97% of their interpreters were able to close their own jobs — the majority within days of completing the assignment. The Interpreter Intelligence platform allowed them to invoice the first week of the month, which significantly decreased the timeframe for outstanding receivables while reducing administrative data entry follow up.

Northeast LSP Streamlines Workflow for Big Efficiency Gains

Interpreter Intelligence tailored to meet unique needs

The Need

This LSP was using a number of on-premise software products to run their business. Some were out of date, one was discontinued so support was no longer available, and most were general tools being used for specialized tasks. These technology issues were making it difficult for employees to do their work efficiently, which was hampering the company’s ability to grow.

The Solution

Interpreter Intelligence worked closely with the LSP to understand their needs and configure the software to address the unique requirements of their business today, while ensuring there was flexibility for future growth. It was very important to them that they were able to build detailed interpreter profiles, and create clear communications to keep employees informed and engaged on the platform, while making it easier to onboard new employees.

The Result

Once the platform was in place, the language service provider realized a 33% efficiency gain in the time it took to invoice. Also, the LSP achieved some important savings in staffing costs, not having to replace at least one full-time employee that left during the transition to Interpreter Intelligence.

Midwest LSP Gets Interpreters Back to Work During COVID-19

Interpreter Intelligence OPI features keep business afloat

The Need

This Language Service Provider implemented Interpreter Intelligence in 2016 to scale its face-to-face operations. However, in early 2020, the LSP saw its face-to-face assignments decrease by a whopping 93% because of COVID-19. The LSP’s biggest concern was to keep local interpreters working, while providing a cost-effective solution for its clients. Incidentally, there was an urgent need for a remote interpreting solution.

The Solution

The LSP worked with Interpreter Intelligence to make sure its remote operations were up and running as soon as possible. The LSP’s clients, mostly clinics and doctor’s offices, do not have the resources to implement high-quality VRI services, so the agency set up a dedicated phone line with access codes for each of its client’s departments. This way, clients could dial in with their phones and be instantly connected with one of the agency’s on-demand interpreters.

The Result

During this unprecedented time, the LSP managed to limit the economic damage by COVID-19 and got its interpreters back to work through the Interpreter Intelligence OPI features. Interpreters could safely work from home in shifts, while the agency’s administrators used the audit history feature to track any missed calls and to gauge interpreter availability. COVID-19 changed the face of this LSP’s business, but remote OPI allowed the agency to get its interpreters, “the livelihood of our business”, back to work.

Mid-Atlantic LSP Cuts Down on Invoicing Time by 90%

Interpreter Intelligence financial features automate intricate financial process

The Need

Founded in 2004, this Language Service Provider (LSP) originally used MS Office to track invoicing items, after which it entered each line item manually into QuickBooks. Soon, the LSP outgrew this process and had to look for a software solution to automate this process. An initial partnership with another technology provider was unsuccessful, so on a colleague’s recommendation, the decision was made to implement Interpreter Intelligence instead.

The Solution

The US federal government requires the LSP’s interpretation services to organize billable services into different labor categories, and that needed to be captured in the invoicing output. The LSP’s fee schedule varies with each labor category, which includes varying geographical regions, different rates for ad hoc services, and an overtime rate, to just name a few. With rate zones, rate plans, rush fees, and configurable invoice templates, Interpreter Intelligence had the features to reflect the intricate nature of the LSP’s services in the final invoice.

The Result

Not only did the LSP find an online system that could automate its complicated invoicing process, it allows the entire team to collaborate in real-time, eliminating manual errors. All labor categories can now be pushed to QuickBooks in one click. Fees are automatically calculated and all item descriptions in Interpreter Intelligence are directly copied into QuickBooks. The monthly invoicing process used to take about a week and a half, but with Interpreter Intelligence, invoicing takes less than a day.

European LSP Cuts Overall Costs By 30%

Interpreter Intelligence’s unified platform automates time-consuming processes

The Need

Since 2001, this LSP has been providing interpretation, translation, and localization services to some of the world’s most prestigious organizations. As their business expanded, they needed to upgrade its processes and underlying technologies in order to be a more competitive and efficient organization. They needed to move away from constantly calling their interpreters to gauge availability, managing paper trails, manual data entry errors, and spreadsheets to track jobs and operational tasks.

The Solution

After assessing several other interpreter platforms on the market, the LSP decided to implement Interpreter Intelligence based on the platform’s ability to integrate scheduling and billing, to automate time-consuming processes, to manage the customer booking process, to give customers visibility and tracking, to filter interpreters by location, and to press interpreters to manage their own availability. Migrating to Interpreter Intelligence was also relatively painless through its custom import templates, detailed training materials, and helpful support staff.

The Result

The impact of implementing Interpreter Intelligence was immediate. There was a 50% reduction in invoice processing time, 40 additional man-hours a week, and a 30% decrease in overall costs. Customer and interpreter accounts were reconciled with jobs, manual data entry errors were limited to a minimum, and there is now a full electronic audit trail of every transaction within the system, eliminating the need for hefty paperwork and timesheets.

Midwest State Court Increases Service Levels and Accountability

Interpreter Intelligence’s comprehensive reporting capabilities makes it easier to comply with auditing requirements

The Need

The court had been running their interpreter services with a basic tool for scheduling. They had separate systems on the backend for administration, but they weren’t customized to support their needs. Upon learning that their scheduling software was to be discontinued, the team took it as an opportunity to identify a solution with enough features to improve their service levels – especially their response time to bookings.

The Solution

The court was searching for a platform that could support more than basic interpretation services. They wanted to make it easier to provide the best possible support to their clients, contract interpreters, and regulatory stakeholders. Interpreter Intelligence worked with them to configure the product to their needs – especially in the areas of contacting interpreters in groups, setting up requirements for each court they serve, and creating targeted communications to segments within their network.

The Result

In the 3 years since implementing Interpreter Intelligence, the court has been able to identify and schedule interpreters for highly unique and sensitive jobs. As a government organization, they have to comply with regulations governing the services they provide. The audit history function in Interpreter Intelligence enables granular-level activity history for each job they perform. Now clients, interpreters and auditors can see every touchpoint, decision, and change within a single job order. Service levels and accountability for issue resolution are visible to all stakeholders, so where there are disagreements, the cause can be quickly identified and remedied.

Southwest State Court Integrates Billing & Scheduling

Interpreter Intelligence’s unified platform allows integration of scheduling and billing

The Need

The court had been using separate systems for its scheduling and billing. Scheduling happened electronically, but billing was still a manual task. Interpreters had to complete paper invoices and submit them by mail, which increased processing time, costs, and environmental impact. Additionally, any changes to interpreter credentials, ID photos, etc. had to be sent in by mail and processed by the staff. There was a clear need for a unified platform that integrated scheduling and billing, electronically.

The Solution

The court was looking for a solution that could integrate their scheduling and billing processes, while moving away from time-consuming paperwork. Through months of extensive research, they decided on an electronic billing system that could reflect a highly complex picture with many variables, while continuing to support their scheduling needs. Interpreter Intelligence worked with them to customize the vendor’s system, and to provide extensive training to the staff and the interpreters.

The Result

The court’s contracted interpreters can now electronically submit their invoices directly through the interpreter portal, greatly streamlining the payment process. It has reduced processing time, costs, and environmental impact. Tying the scheduling and billing pieces together has also vastly improved the court’s ability to evaluate the needs of their customers, to keep track of their contracted interpreters, to run detailed cancellation reports, and track reasons for cancellations. All these features enable their program to conserve and consolidate resources.

“They were really thoughtful about how
they designed their software.”

“We have grown by quantum leaps by leveraging the infrastructure of Interpreter Intelligence.”

“Hands down the leader in scheduling. And it’s the most complex part.”

“Their super power is that they get it. They’re a language services company first, then a tech company.”

“Nationally recognized expertise.”

“I trust them.”

“They’re always willing to work with us.”

“The clear expert in the field. I’ve recommended them multiple times.”

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