How award-winning Translate Plus keeps client satisfaction rates over 90%

It was a year when the agency maintained a leading market position and drove growth while prioritizing exceptional client relationships, achieveing a record-high 14% increase in sales revenue.

Four pillars of a client-centric approach

To take client relationships and connections to the next level, the agency introduced new quality assurance processes and initiatives, centered around a client-centric approach. The approach is rooted in four pillars: addressing client perception, monitoring client satisfaction at all times, team optimization, and secure AI technology implementation.

As Liina Pust, client services director, put it, "Our strategic implementation of a new client-focused approach resulted in an impressive 90% client satisfaction rate, demonstrating the consistent quality and reliability Translate Plus delivers to customers and the industries we cater to. We successfully retained our top 20 loyal and largest clients, highlighting our ability to cultivate long-lasting partnerships."

The agency also focused on strengthening and increasing internal collaborations with various Publicis Groupe agencies, which Translate Plus continues to support with their global campaign adaptation and localization strategies as part of Publicis Production.

Adrian Metcalf, managing partner, said that “our agency partnership network grew stronger in 2023, as we collaborated with more than 96 agencies across Publicis Groupe, our parent company, reinforcing our position as the Groupe’s trusted language service solution for global campaign projects and marketing campaigns. These achievements reflect the deeper connections we have built with creative media agencies (within and outside the Groupe), leading brands and companies over the years, thanks to our company’s decoupling business model and our collaborative spirit that drives our success and business forward in our industry.”

Entering 2024: The results so far

This year more than ever before, the agency has focused on strengthening client relations through ambitious goals and robust client strategies. Key strategic objectives include: consolidating and expanding translate plus’ presence in key markets; augmenting market share; continuing to implement 2023’s new client management approach; optimizing teams across key departments; and emphasizing even more technology integration for client project quoting purposes alongside generative AI implementation to enhance existing automation-driven language tech solutions (such as machine translation) and operations.

Through these strategic initiatives, Translate Plus aims to be the top localization partner and a world-leader in the language service and creative localization industry, ensuring clients receive the highest level of service and language support at all times.

In the first half of 2024, translate plus implemented thse strategic initiatives, designed to enhance client relationships and drive business growth.

So far, the agency has partnered with 417 brands across 44 countries and with over 84 Publicis Groupe agencies, including new ones, leading to an expansion of the internal agency and external client portfolios in the first half of 2024, while attracting high-value clients. Despite economic challenges, notable new business opportunities have already been secured for 2024 leading to 2025.

Client satisfaction rates are above 90%. Clients include leading global organizations operating across industries, most of whom have been working with translate plus for over a decade.

These first 2024 successes demonstrate a high focus on strategic and successful client retention, while attracting new large-scale clients and maintaining enduring partnerships with them.

The agency's continued success in enhancing client relationships and driving business growth underscores its position as a leader in the language services industry. With a focus on innovation and client satisfaction, Translate Plus remains dedicated to exceeding client expectations and fostering long-term partnerships.

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