Customer Story: International Communication Transformed for a Leading Translation CompanyCustomer Story: International Communication Transformed for a Leading Translation Company
Overview
In the highly competitive and fast-paced translation industry, clear and effective communication with clients is paramount. One translation company that truly understands this is The translation company, a well-respected name in the field.
Based in Mexico, The translation company specializes in providing high-quality legal, energy, and corporate-financial translation services. Since its inception in 2009, the company has built a solid reputation, offering a range of specialized services including legal certifications, transcription, content editing, and subtitling.
The translation company serves over 2,000 clients worldwide, focusing on fast service, confidentiality, and professional excellence. As a member of the Association of Language Companies (ALC) and ISO 9001:2015 certified since 2019, the company has earned a spot among the top translation providers in Latin America.
With clients in North America, Europe, and across the globe, The translation company understands the critical role of seamless communication in sustaining client relationships and enhancing business development.
The Challenge: Communication Barriers with U.S. Clients
While The translation company’ reputation for top-notch translation services was solid, they faced a significant communication challenge. Their U.S.-based clients were frequently calling the company’s U.S. phone numbers for inquiries, which would then be transferred to their Business Development team in Mexico.
However, when the team in Mexico attempted to return the calls, a disconnect occurred: clients in the U.S. were often hesitant to answer calls from a Mexican phone number. This problem was compounded by the fact that many clients feared international calls could result in high charges or difficulty in reaching the right person.
The situation created a frustrating barrier to effective communication. The translation company had invested in a U.S. phone number for their U.S. clients to reach them, but once the call was transferred to their team in Mexico, it lost its impact. The inability to maintain clear and direct communication, especially for Business Development calls, was affecting connection rates and slowing down potential sales.
Additionally, the company, like many translation services across Latin America and the Caribbean, was working under the umbrella of the Association of Language Services of LATAM and the Caribbean (JUNTOS). As such, they needed a solution that would not only help with calls originating in the U.S., but also create smoother communication links with clients from across the globe. To remain competitive in a growing international market, The translation company knew that a new communication strategy was required—one that would make their service even more accessible to clients.
The Solution: A Local U.S. Presence Without the International Calls
To resolve the communication issue, The translation company turned to an innovative solution that allowed their team to maintain a U.S. presence while based in Mexico. The company adopted a call forwarding system that allowed their Business Development team to receive and make calls from a local U.S. number. This not only solved the problem of international call reluctance but also made it possible for clients to reach the team anytime, anywhere, without worrying about international dialing.
By integrating a U.S. phone number for both incoming and outgoing calls, The translation company effectively created the impression of a U.S.-based presence while maintaining the operational efficiency and cost-effectiveness of their Mexico-based team. The call forwarding solution enabled the team to seamlessly forward incoming calls to their mobile phones, ensuring they could respond promptly to client inquiries regardless of their location.
The Business Development Manager at The translation company, emphasized the importance of this new system:
"When I had to make outgoing calls to the U.S., they were coming from a Mexico number, and clients wouldn’t answer. Now, I’m able to display a U.S. phone number, and that’s made a significant difference in client responsiveness."
The system was simple but powerful. With the new U.S. number, calls made from Mexico displayed a local U.S. caller ID, creating trust and ensuring that clients were more likely to pick up the phone. This was especially important for The translation company, as they work with numerous U.S.-based companies requiring urgent, high-quality translations and legal certifications.
Results: Increased Client Engagement and Connection Rates
The results of implementing this new call forwarding system were immediate and positive. The most notable improvement was in the connection rates when The translation company’ Business Development team called their U.S. clients. By using a local U.S. phone number, the team noticed a significant increase in answered calls, leading to improved client engagement and quicker responses to inquiries.
The manager shared:
"With the phone number I’ve been using, it’s been easier for customers to reach me anywhere, anytime. It’s been working really well for us."
Moreover, the call forwarding system ensured that the Business Development team could handle calls from U.S. clients even while traveling or working from various locations. This flexibility allowed for uninterrupted communication, which was critical for sealing deals and maintaining strong client relationships. The ease of connecting with a U.S. number also helped the team respond faster to international inquiries from Europe, increasing the company’s overall efficiency.
Another key result of the implementation was the overall improvement in client satisfaction. Clients appreciated the ability to reach a local U.S. number, even though the team was based in Mexico. This perceived proximity, combined with the smooth connection process, contributed to a stronger relationship with clients.
The translation company was able to demonstrate its commitment to customer service by offering a more personalized and reliable experience—something that is often crucial in the translation industry, where clarity and timely responses are essential.
Finally, the system not only streamlined communication for the Business Development team but also contributed to the company’s overall growth and expansion. As the team continued to increase their U.S. client base, the new phone solution helped to open doors to new business opportunities, especially in sectors requiring ongoing legal and corporate translations.
AITELEPHONE
The translation company faced a common yet critical challenge that many international companies encounter: the need for smooth, cost-effective communication with clients across borders.
By implementing a call forwarding system that allowed them to use a U.S. phone number for both incoming and outgoing calls, they solved the problem of client hesitance due to international phone numbers.
The solution not only improved connection rates but also helped the translation company enhance customer satisfaction, expand its market reach, and increase its competitive edge in the global translation industry.
Today, the Business Development team can engage with clients in the U.S. and beyond with the same level of responsiveness and professionalism they’ve become known for—no matter where they are in the world.
The translation company’ commitment to innovation and client service is a testament to the power of technology in transforming business operations, especially in industries where communication is key.
