Fitbit Case Study

Overview

Fitbit is a San Francisco- based world consumer electronics leader in connected health and fitness market. To help its customers make the most of Fitbit trackers and apps, the company provides an extensive library of self-service tips, tutorials and guides. Localization is critical to Fitbit’s global expansion and the customer support team wanted to find a solution that would accelerate and automate their localization process to deliver self-service content in eight core languages, support increasing volumes of articles to be translated, and provide seamless integration with their CRM platform: Salesforce.

Business Challenge

Fitbit’s approach to managing localization was experiencing several significant challenges:

Inability to track and monitor projects for each language
Manual export of articles out of Salesforce and forwarding via email or via file sharing platform to LSP (Language Service Provider) for translation
Errors often prevented translators from being imported back into Salesforce
Formatting issues encountered on returned translation files from LSP
Embedded links to help articles had to be manually updated for each translated article, in each language

Business Results

Increased frequency of translations which allows accelerated ability to provide customers with fresh and up-to-date Help Center content
Global transparency into localization process
Ability to tag content and group projects by campaign name for easy tracking
Automation of updating embedded links in newly translated help articles
Eliminated need to manually export content from Salesforce and manually import newly translated content into the correct location of Salesforce
Flexibility to sustain and better leverage existing LSP partnership

FITBIT

Global transparency into localization process

Overview

Business Challenge

Business Results

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