lionbridge ondemand slides for client introduction

1

Global Customer Lifecycle SM

Corporate Overview

2 Copyright 2013. Confidential – Distribution prohibited without permission

800 Brands Choose Us as Their Globalization Services Partner

We focus on being the best operator of global programs that impact the customer experience.

We are more efficient than agencies, and more global customer savvy than offshore outsourcing firms.

Growing Revenue & Profits


1 global Six Sigma methodology

talent across

100,000 on demand

cities 7,500

global emails delivered

18 Billion

words translated

13 Billion

web pages managed

1.5 Million

tests performed

437 Million 1 common business platform 26 program

management centers

We Are a Global Business Platform, Not a Rollup of Local Agencies


We Are Obsessed with Quality Highest Client Satisfaction of Any Globalization Service Provider

96% of Clients have worked

with Lionbridge

over one year.

What is the Proof?

Our Six Sigma quality

assurance system

corrects linguistic

defects before client

delivery.

How Do We Ensure Quality? How Do We Correct Issues?

If an issue does occur,

we promise a maximum

2 day turnaround time

to action it.


We Provide Global Consistency Across ‘Best-of-Breed’ Platforms

We Are Pre-integrated and Ensure Leverage of a Common Translation Memory

OUR PARTNER NETWORK


Why Do Clients Choose Lionbridge?

Gain Market Share We uniquely focus on the business impact of localization efforts and deliver higher search

rankings, more web traffic, higher converting campaigns, higher in store win-rates, greater

satisfaction, and greater loyalty than our competition.

Manage “GLOCAL” We are experts in the management of globally consistent AND locally relevant programs.

We bridge the gap between Corporate and Country to deliver what neither can do

on their own.

Increase Efficiency Our best practice solutions of people, process and GeoFluent Software Suite are significantly

more cost effective than internal staffing, agencies , contact centers and large IT firms.

7

Global Customer Lifecycle SM

onDemand Introduction


Business stakeholders need 1-2 day turnarounds of digital content types and want a simple web interface and high quality without having to review

Are your business stakeholders making tough requests?

Legal

Corporate Communications

Marketing

Sales

HR

Training

Support

No time or capacity for review. Trust the translation experts to do the job right the first time.

EASE OF USE A simple web self-service experience with instant quotes is desired. Numerous, rapid projects are too inefficient to manage via email/ personal coordination.

CONTENT TYPES Video, eLearning, mobile apps, email, social, etc. These more complex digital content types don’t fit easily into one size fits all word leverage model.

Turn around pressure of 24-48 hours to keep pace with competitors. Currently takes weeks.

SPEED

TRUSTED QUALITY

4 New Requirements from Business Stakeholders


We have found that many clients have business stakeholders going rogue

Frustrated business stakeholders look to outside vendors

No time or capacity for review. Trust the translation experts to do the job right the first time.

EASE OF USE

A simple web self-service experience with instant quotes is desired. Numerous, rapid projects are too inefficient to manage via email/ personal coordination.

CONTENT TYPES Video, eLearning, mobile apps, email, social, etc. These more complex digital content types don’t fit easily into one size fits all word leverage model.

Turn around pressure of 24-48 hours to keep pace with competitors. Currently takes weeks.

SPEED

TRUSTED QUALITY

New Requirements from Business Stakeholders


Legal

Corporate Communications

Marketing

Sales

HR

Training

Support

But the objectives of the two groups seem to be in conflict

A new solution is needed for stakeholders AND shared service

STANDARDS

CONSISTENCY

COST

CONTROL

Translation Shared Service Key Objectives

Centralized billing and translation review.

Convert all content to text strings to follow common process

Economies of Scale – break all content into strings, aggregate all translation spend, bid out and gain TM leverage and reassemble in to content types

Style guides, glossaries applied via a translation management system

EASE OF USE CONTENT TYPES SPEED TRUSTED QUALITY

Translation Shared Service

STANDARDS CONSISTENCY COST CONTROL

X X X X


onDemand provides a win-win solution

Win | Business Stakeholders = Web Site

Give the business stakeholders what they want on the front end – an easy to use website to submit their jobs with rapid turnaround times

Win | Shared Service = Backend control

This web site is unique to each company. It is not outside of shared services control. Shared Service can:

Control which users have access and if they are authorized to spend against a PO

Track all spend through the system

Ensure style guides and glossaries are applied in the translation management process

Determine which content types are made available to the organization

Legal

Corporate

Communications

Marketing

Sales

HR

Training

Support

Translation

Shared Service

Business stakeholders get an easy to use website with rapid turnaround time and the shared service gets control, consistency, standards and cost control


Business Stakeholders | onDemand

onDemand satisfies the top needs of business stakeholders

1. Speed| Submit a file and translated files back in 1-5 days

2. Content Types | Documents, videos, mobile apps, graphics, eLearning, etc.

3. Ease of Use | 100% of interaction via a self service website


Shared Service| onDemand

onDemand satisfies the top needs of shared service

1. Cost| Leverage scale across all clients for standard content types, chat support removes burden from shared services

2. Consistency | Apply same glossaries, style guides, company logo on portal

3. Standards | Best practices by content type

4. Control | 100% visibility into all distributed demand, centralized billing and user management


FAQs

Question Answer Cost for onDemand? Software and Chat support is free. Only a blanket PO is required to start with expectations of at least $50K

of translation work via onDemand over the next 12 months.

What other clients are using onDemand?

Disney, Fidelity, Whirlpool, Concur, EMC, Burberry, Arbor Networks, Honeywell, Ritz Carlton, Burlington Northern, Shaw, etc.

How long to setup? 1-2 days from PO receipt, site with your logo will be live with credits

Who manages users? Clients usually want to manage users themselves. Very simple to add and remove users.

How are linguistic assets applied?

Same as in our existing work. All onDemand work flows via TMS and uses same high quality translators with style guides and glossaries.

How is translation pricing managed?

To provide instant quoting/purchasing, budgeting clarity, and no additional expense to the Loc Dept; we have created a weighted word cost that reflects a weighted average of language pair rates , TM leverage, SaaS fees and chat support all built into the price. Lionbridge takes the risk on the fixed price per word.

Who supports the business stakeholders?

Online chat is provided for business stakeholders to reach our onDemand operational staff. This removes a significant burden from Loc teams to answer all stakeholder questions.


How to get started!

1. Select a business stakeholder group with which to begin

2. Provide a blanket PO to establish credits on the system

3. Login as Admin and invite chosen stakeholders

Watch the work flow in!


Lionbridge onDemand Translation Process

Project uploaded onto clientonDemand portal Source and target languages chosen

PO utilized for payment and check out

Project notification sent to Account Manager

Files transferred from onDemand to TMS

Translation Process: Desktop Publishing (DTP) Prep (if necessary)

Pre-Process File Analysis Files approved by system administrator

Sent to TWS

Files picked up by translator, translation performed

Quality Assurance check by senior translator

Translation Memory Update Post-Process

DTP post-process (if necessary)

Final QA check

Delivery to onDemand

Email notification sent to client

finis

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and

Final product available for pick-up on

onDemand portal

the streamlined onDemand portal process

start


Lionbridge Globalization Case Study

• Reinventing Global Web Operations

Institute a consistent translation workflow and tracking program to service global marketing teams

Standardize translated web content deployment

• A Different Solution Based on Different Thinking

Develop a sustainable translation system for all business stakeholders across all market types and needs

• Removing the Complexity from Complex Operations

Install a single vendor to streamline translation processes across business units and deploy campaigns faster and more effectively than ever before

• Successfully cut cycle times by 30%, total costs by 10%, and error rates by 25%

Seattle Coffee Company Partners with Lionbridge for Globalization Needs