Support coverage of LaaS

The areas of responsibility for PMs on LaaS. The support team is responsible for handling all tasks on LaaS that are not handled automatically by nudging them along. The aim is not to handle tasks, but to fix whatever is blocking the automation.

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In the Deal pipeline, we will monitor any projects that are derailed due to late deliveries, have no deadline or because they are not assigned to a linguist. 

In Hubspot you will find 4 predefined filters in the deal pipeline: “Unassigned”, “Late delivery”, “Missing availability” and “Preferred deadline”. Please make sure to check all four of them. 

 

Filter “Unassigned”: 

What to do with tasks that have the Task Supplier Status “New”: 

All jobs listed in this view have no linguists assigned in Memsource and the task status is New. Possible reasons and necessary actions are: 

 

1. Declined by linguist:  The assigned linguists declined the task in Memsource but it did not automatically get reassigned because there is no backup linguist on the team.

To do: 

LaaS client:

• Contact the linguist to discuss. If they are up for a later deadline ask IT to assign the linguist again and make sure they deliver asap.
• Let the linguists know that they were assigned to the task based on their availability and that they should make changes to their schedule should they feel the deadlines are too short or if they are not available for a longer period of time. 
• If no dedicated linguist is available please inform VM and ask them to find a new team member. 
• Inform the respective CS so they can get in touch with the client and organize a new team setup, send test translations etc. if necessary.

EO client: 

• Log on to the LaaS Platform and find the client account. 
• Add a couple of linguists that would be a good match for the project.
• Ask IT to assign one of them to the project and make sure they will deliver asap.

 

1. Technical issue: 

 

1. The file did not upload properly. The file name is grayed out and a red warning sign appears in Memsource. 

To do: 

• Figure out what the issue with the file is (wrong file format, input file too large etc).
• Once you know what is needed, get in touch with the respective CS so they can contact the client about uploading the correct file to a new project. 
• Make sure to cancel the old project once the issue has been identified/resolved.

 

1. The file uploaded properly, there is a team available but no linguist was assigned. Something must have gone wrong on our side.

To do: Ask IT to check and assign linguists manually. 

 

Filter “Late delivery” and “Preferred deadline”: 

NOTE: Both of these filters are used to monitor projects which are delayed. The “Late delivery” filter shows jobs with a deadline calculated based on the linguists’ availability while the filter “Preferred deadline” lists translation jobs with a preferred deadline set by the client. 

 

What to do with tasks that have the Task Supplier Status “Emailed” or “Accepted” and the deadline is in the past: 

 

 

Check Memsource to identify what causes the problem: 

 

1. Accepted by linguist:  

1. The linguist started working on the translation but the progress is <100%.

To do: Send the linguist a message through Memsource asking to deliver asap. 

1. The progress of a task is at 100% but the linguist never changed the status to Completed. Setting the status to Completed is really important as it will make the translation available for download on the LaaS platform. Also, it will trigger a notification email to the clients informing them that the translation is ready.

To do: Get in touch with the suppliers to make sure that they really are done. Ask them to set the task to Completed asap and let them know how important it is to do this with all finalized jobs. 

1. Emailed to linguist: The assigned linguist never accepted the job. 

To do: 

• Get in contact with the linguist and find out why they have not accepted the job assigned to them. 
• Let them know that they were assigned to the task based on their availability and that they should make changes to their schedule should they feel the deadlines are too short or if they are not available for a longer period of time. 
• If they can’t take the job, ask them to decline the assignment and make sure that a backup linguist is ready to jump in.

 

Filter “Missing availability” 

All jobs listed in this view have no calculated deadline and therefore will not show up in any of the late delivery filters.  

 

Why does the task not have a deadline and what are the necessary actions:

A missing deadline is the direct result of a missing availability setting in the linguist profile. This is an important parameter to monitor and fix so we can avoid delays and job cancellations. 

To do: 

• Get in touch with the linguist and ask them to update their availability setting. Explain to them that it is part of the workflow and necessary for a smooth client experience.
• Please do not make any manual changes in Memsource

 

One reason for a missing availability is that the linguists haven’t  finished setting up their account. 

• Please ask them to finish going through the onboarding process and then set up their availability status.
• If they are in a country not supported by Stripe they will be unable to finish the onboarding process. If that happens,  please contact Stefan and ask him to provide the linguists with the necessary access so they can set their availability.

 

 

 

 

 

 

Memsource: Dos and don’ts, tipps and tricks

LaaS is an automated platform that links projects, linguists and payments automatically. Therefore, the rules and practices on how to handle projects in Memsource may differ from what you are used to from P1.0. 

 

Reassignment of linguists: 

If you need to assign a task to a different linguist DO NOT exchange them manually in Memsource as you would on Platform 1.0. Go into the Memsource project and set the linguist status to Declined. The system will automatically reassign the task and trigger invites, payments etc. on the LaaS Platform.

Assigning linguists: 

If you come across a task that has no linguist assigned DO NOT add one manually but investigate why no one is assigned. In this case the assignment needs to be handled through the LaaS platform and IT.

 

Memsource task status history: 

The status history of any given Memsource task appears when hovering over the Memsource task status. It provides quick  information which might help to figure out where and when a project was derailed (who was assigned, when was it assigned, when was it declined etc.).

How to cancel a project: 

If a project needs to be cancelled (fx client uploaded wrong file, file did not upload properly etc.) the entire project needs to be cancelled. This can be done directly in Memsource and will reflect back onto the LaaS platform. The project will appear as cancelled and all payments will be automatically stopped/refunded.

To cancel a job click on Edit in the top right corner of the project page in Memsource. A new window with the project details will open. Click in the status field and choose Cancelled from the drop down menu. Save the changes and the task status will read Cancelled.  This will cancel all tasks (languages) in this project (in MS and on the LaaS platform).

Just cancelling a task (language) in the  list will not reflect back to the LaaS platform.

Please DO NOT cancel any projects or tasks without talking to the respective CSM.

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Payment refund of partially cancelled projects: 

If you cancel just part of a job (fx 2 out of 4 languages) it does not reflect in Laas and we need to make sure to inform Finance as the client needs to be manually refunded and the payment to the linguists stopped. 

Communication with linguists: 

If you need to communicate with a linguist about fx. a delayed translation, you can use the email function in MS. This will change the status of the task to Emailed which will keep it accessible to the linguist.

 

Linguists ask for access to a project they have completed already: 

If one or several linguists need to make changes to a project already delivered it is no problem to email them the link to the task again. 

Ask the linguists to inform the client via the chat function that a project has been revised because no additional notification will be sent to the client to alert them once the task is set to Completed again after the first delivery.

 

Hubspot: Keeping filters clean

It is important to keep the Hubspot filters free of jobs that don’t need our attention anymore because the issues have been dealt with:

What to do if a job is completed in Memsource and on the LaaS platform but still shows up as a late delivery in one of the filters in Hubspot?

This is a glitch in the system which we can fix by manually removing the job from the view so we don't check on it over and over again. 

To do: 

If you are 100% sure the job is completed do the following:

• Open the deal in Hubspot
• Find the "Task supplier status" property on the left side (search and add it under "View all properties" if you can't find it)
• Set the status to "Completed" by choosing the status from the drop-down list

 

What to do if a job has an Expected Delivery Deadline (in the past) and the linguists have an agreement with the client on a later delivery date

These jobs will sit in the late delivery filters until the linguists have set the tasks to completed. 

To do: 

Once you know when the agreed deadline is you can manually insert it as “Preferred Deadline” in Hubspot. 

 

• Open the deal in Hubspot
• Find the "Preferred Deadline" property on the left side (search and add it under "View all properties" if you can't find it)
• Add the agreed deadline