Due Diligence: Why Experience Matters

Partnering with a vendor that understands that each business is unique will position your business well – not just in terms of growth but also in terms of supporting your evolving customer experience requirements. And in our opinion, there are four components to experience that must form part of your due diligence.

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The Leadership Team must be Subject Matter Experts in Language Services

Having experienced and seasoned executives at the helm of a Language Services business means you’re dealing with subject matter experts.

You want to be dealing with people who have worked in the language services market for a considerable amount of time, across a broad spectrum of industries, brands and sectors.

This is important as it means their expertise has had diverse applications across a multitude of use-cases and they are best positioned to ensure your organisation gets a solution that is fit for purpose.

The Leadership Team must live and breathe your success because it's about performance and responsiveness, after all.

One of the most critical parts of experience is Customer Success. Does your preferred vendor live and die by their performance and willingness to serve your organisation? Customer Success must be ingrained in a company's DNA. They need to demonstrate they're dedicated to ensuring that your organisation thrives and succeeds with their language solutions.

They must have substantial experience in designing and delivering responsive language services solutions that align to your needs

We’ve seen a lot of diversity across our client base in terms of language service delivery and can categorically say that one size does not fit all. From contact centres through to employment services, there’s a plethora of use-cases due to divergent business processes which need to be catered for.

And the last thing you want is to get stuck with a vendor who doesn't understand how to design and deploy solutions that align with your business’ current and future state. A vendor must clearly understand your needs to demonstrate their capability to deliver.

What you should look for is an understanding of how your potential vendor designs solutions that are agile and adaptive which do not require a significant amount of capital outlay to redesign or change as your operational processes change.

They must be willing to let you speak to their customers so you can verify their credibility - it's about reference ability.

‍Our Senior Leadership Team has over 40 years of combined experience delivering simple yet highly effective language service solutions for some of Australia and New Zealand's largest brands. Talk to us to see how we can help.

Explore our Due Diligence Series