Leading NBFC Achieved 21% drop in campaign abandonment by Localizing into 6 Languages
About the Client
Our client is one of the largest non-banking finance firms, having been around since the early '90s, originally supporting two-wheeler loans. Since then, their portfolio has expanded to include personal loans, small business financing, used vehicle funding, home loans, and even insurance. They now operate through more than 2,000 touchpoints across India.
Challenges
Most of their documents, brochures, forms, compliance materials, you name it, were available only in English. But with growth comes complexity, especially in a linguistically diverse country like India. That created issues on multiple levels. Customers in Tier II and Tier III cities often needed extra explanation. Field agents were translating on the spot. Legal documents had to be manually adapted per region, and turnaround time was painfully slow.
Solution
We provided them with a custom-built language workflow, designed specifically for organizations that run high-stakes, high-volume content across multiple formats. Here's how we approached it:
- 1. Translated Customer-Facing Collateral: Localized brochures, product one-pagers, and help documents into 6 Indian languages—Hindi, Tamil, Bengali, Telugu, Gujarati, and Marathi. Our machine translation API ensures tone, flow, and clarity are kept intact.
- 2. Internal + Legal Docs: Regulatory materials, partner onboarding kits, and service terms were translated with precision using a specific glossary and secondary legal review for sensitive files.
- 3. DTP for Multilingual Layouts: We handled all desktop publishing (DTP) requirements, ensuring every line fit within the design and regional scripts were fine-tuned for font rendering.
- 4. Built a Review Loop That Saved Time: 4.No need for 'send us feedback via email' situation. So, we set up an online review space where their teams could check translations, comment directly, and approve in real-time.
Key Features
- We spend a lot of effort into making things clear and relevant to different cultures.
- All languages used the same words for things like 'loan tenure', 'EMI', 'collateral', and so on.
- Each file had version control and an activity log, especially important for compliance.
Impact
- Localized content launched in 6 regional languages.
- Over 70+ brochures and documents translated and formatted within 4 weeks.
- Marketing file review cycles shortened by nearly 50%.
- 21% drop in form abandonment rates from non-English-speaking customers.
- Compliance documentation met local language requirements on the first pass.
The client could operate faster, with fewer errors, and with a better customer impact. Now that the systems are in place, adding more languages is a seamless process.
