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      Customer Onboarding and Integration flows

      Steps to onboard and integrate a customer into our product.

      Customer Onboarding

       

      NEW

      Tickets land in this stage when a new deal has closed. CSM will be assigned and start work on the ticket.

       

      KICK OFF

      Move to this stage when you have reached out to the new customer for the first time and are planning your initial kick-off meeting. 

       

      REFERENCE PREP

      Move to this step when you have received all the necessary information on the kick-off meeting and we are ready to start the internal tasks for onboarding. 

      Stays here whilst VM is sourcing and CSM/Support prepare setup.

       

      SUPPLIER SELECTION

      Move here when the supplier candidates/tests are ready for the client. Keep here whilst supplier selection is ongoing.

       

      TECHNICAL IMPLEMENTATION

      Move here when setting up templates in Memsource, pricing etc. in the platform etc.

       

      COMPLETE

      Once the client is live in the plaform with their translators, move the ticket here.

      Moving the ticket here closes the ticket and triggers creation of new ticket in the "Customer Integration" ticket flow.

       

      Customer Integration flow

       

      The stages of this flow are numbered; 1, 2, 3 and 4. The numbers correspond to the amount of tasks the CSM/customer has completed. Each task is specified below and includes: Contents Strategy, Automation, Quality and Promoter.

      For each completed task the CSM must tick the corresponding task in the "Customer integration" property on the ticket.

       

      CONTENTS STRATEGY

      In this step, the CSM works with the customer to establish the overall Contents Strategy. Which contents to go through which workflows/localisation methods etc. What components to include including type of translation, MT (generic or custom), contents generation. Also define which customer stakeholders are involved and ensure they're set up with appropriate sub accounts and correctly onboarded.

      The CSM should answer the following questions:


      Content producers

      • Who in/outside of the organisation produces the content? (Product department, agency, customers, etc.)
      Content contributors
      • Who contributes to the content and in what way? (Proofreading, reviewing, approving, etc.)
      Content type
      • What type of content do we translate? (Marketing, legal, manuals, etc.)
      • What file format does the content originate from?
      • What file format do we receive?
      Content journey
      • How does the customer get the content? (Per email, shared in Teams, export from CMS, etc.)
      • How do we receive the content? (Manual upload, via plugin, via custom integration)
      • How does the customer retrieve their translations? (Manual download, via plugin, via custom integration)
      • Where does the content go after translation? (Directly on website, sent for review, shared with customer, etc.)
      Platform setup
      • What is/needs to be in place to support the customer’s content journey? (Plugins, subaccounts, payment methods, retainers, linguist testing, etc.)

      Output: Before completing the step, the CSM needs to fill out the "Contents Strategy" property on the Company. In addition, "Contents Strategy" is ticked off in the "Customer integration" property on the ticket.

       

      AUTOMATION

       Complete integration with customer using API, plugin, Zapier. 

      Output: "Integration Connector" property is populated. In addition, "Automation" is ticked off in the "Customer integration" property on the ticket.

       

      QUALITY

      Consider the required QA steps, ensure the customer is aware of and using the Rating function. Discuss Custom MT and the implications of using a multi-pronged localisation strategy with MT and human editors combined.

      Output: Customer leaves a rating. In addition, "Quality" is ticked off in the "Customer integration" property on the ticket.

       

      PROMOTER

      Ensure the customer becomes a promoter for EasyTranslate, leaving a G2 review.

      Output: G2 properties are populated on Customer. In addition, "Promoter" is ticked off in the "Customer integration" property on the ticket.