FY20-Q2 OKR (APAC): Improve quality of non-English ticket support. Targeted languages are fully integrated into translation system. Customers experience no friction when having ticket exchanges with Support. => 30%

Objective

Improve the customer experience by increasing the quality of translations provided through our automated tool

Key Results:

• The number of translated tickets increases on a monthly basis
• Feedback (from customers and employees) shows that the quality is improving

Retrospective

Still in progress, tool now deployed but not yet in active use with team

Good

The vendor has been very supportive and quick to respond whenever we have needed anything from them

Bad

This initiative took much longer than expected with severe delays during the agreement signing process for Security review and then final wording changes and sign off.

Try

In future it would be helpful to have someone familiar with the vendor procurement process assisting with the process, especially the Security review.