Innovative video app transforms language translation service delivery

Leading translation organisation enables non-English speakers to overcome language limitations with a digital solution.

10 weeks

to build the video app

3 developers

from the PhoenixDX team

Digitises + automates service

Reduces booking time from days to 60 minutes

Allows interpreters to work from anywhere

We have the opportunity to change lives, connect people, businesses and non-English speakers and enable them to live lives without limits. Our mission is to be the leading service provider, and so a really big part of that is technology.

CEO

Language Services Provider

About the organisation

This leading language services provider has been connecting people through language for over 40 years. Many organisations in a wide range of industries, including business, health, government, legal, education, energy and insurance, rely on them to connect stakeholders from many different languages. As Australia’s only full language service, their network of over 3,000 professional interpreters connects over 500,000 people every year in over 180 languages.

The challenge

As part of their strategic positioning as a leading language services provider, this PhoenixDX customer saw the opportunity to open up a new revenue model with instant bookings to connect interpreters with their customers online and within 60 mins using video communication.
When COVID-19 hit Australia – and, in particular, Victoria – the company’s rollout and expansion plans were accelerated.
Their traditional in-person service was well established, however, the rapidly changing circumstances of 2020 demanded that this core business offering be transformed into an online channel – and fast.

The solution

The new application works much like Skype, allowing interpreters and customers to connect in real time through their mobile or tablet. It streamlines the entire engagement process end-to-end. Customers can create bookings directly in the app – whether needed immediately or scheduled regularly under their service level agreements – using a smart booking engine that finds the right interpreter for the job. Once a booking is made, interpreters receive a notification and can accept or decline within the app, while customers get an instant confirmation if their request is successful, with no human operator required. 
The app also makes it easy for customers to manage and schedule future bookings, offering a familiar, user-friendly interface for real-time video calls. Invoicing is automated, saving time for both sides. At the end of each call, both the customer and interpreter can provide feedback, helping improve the overall service experience. Behind the scenes, the app integrates seamlessly with CRM and billing tools, giving Central Booking Officers greater visibility and control to customise bookings and manage commercial arrangements with corporate partners.

The results

Dramatically reduces waiting times – Customers can now connect with approved interpreters in as little as 60 minutes, down from a full business day.

Seamless booking experience – Customers book directly in the app, receive instant confirmations, and can manage future appointments easily.

Improves efficiency for interpreters – Notifications and easy in-app acceptance/rejection streamline their workflow.

Automates invoicing – Saves time, reduces manual errors, and simplifies back-office processes.

Enhances user experience – Skype-like interface makes real-time video calls intuitive and reliable for both customers and interpreters.

Continuous quality improvement – Feedback from both parties at the end of each call helps refine services.

Operational efficiencies – Reduces costs tied to manual processes, logistics, and customer friction.

New revenue opportunities – Opens up ASAP booking requests and a faster, more scalable booking process.

Stronger integration with business systems – CRM and billing integration gives Central Booking Officers better control over bookings, accounts, and partnerships.

Catalyst for digital transformation – The app empowered their digital transformation strategy.

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