Customer: A diversified insurance provider offering a wide range of personal and commercial insurance products

Challenge: The customer used two different vendors to manage their call center calls: Spanish from an internal nearshore facility and Lionbridge for overflow Spanish calls and 350+ other languages.

• The quality of Spanish support from the nearshore facility was uneven. The company wanted a smoother, consistent, higher-quality language support experience across all languages.
• The customer was paying extra costs due to multiple vendors.
• The cost of hiring for the nearshore facility was higher than expected.

Solution: Consolidate all language support services with Lionbridge. Implement a lowered per-minute cost reduction due to higher overall call volume.

Results: The customer’s Spanish call complaints decreased by 36% due to the caliber of our interpreter resources. Customer connection times decreased from 9 seconds to 4 seconds with Lionbridge Spanish services alone. We reduced their overall costs by about 20%.

Customer: A well-known national organization providing roadside assistance, travel services, and insurance products

Challenge: This customer has very diversified businesses and is established in market-based entities. Roadside assistance is often a high-stakes, emotional call.  Handling calls with the proper care and attention is critical.

Solution: Due to our reputation for serving travel and insurance organizations, Lionbridge was invited to support roadside assistance calls. We found and trained interpreters to handle these urgent, sensitive calls.

Results: The company and its customer base were deeply pleased with Lionbridge’s service. They noted that the increase in customer experience supports their top-tier brand reputation.

Customer: A 100+-year-old insurer offering a broad spectrum of insurance and financial services

Challenge: The customer wanted to stay updated with market solutions, but is very risk-averse. They were interested in exploring AI-powered OPI and Machine Translation for some of their time-sensitive written content.

Solution: As an AI-first company, Lionbridge tailored an opportunity for the customer to experiment with these technologies and develop confidence in them before embracing a workflow change. We:

• Piloted AI OPI with their bilingual staff, ensuring a built-in safety net to assess the technology.
• Piloted a Machine Translation portal, letting them compare and contrast the workflow and quality with their standard translation process.

Results: The customer was happy with these roadmap initiatives and felt confident implementing the new workflows. They saved 32% on translation and interpretation costs by consolidating this workflow with Lionbridge’s tech-forward solutions.