Reckitt Benckiser

We initiated an ISO 9001-certified consolidation process, ensuring that RB gained all the benefits of centralisation in the most efficient and streamlined way possible. This started with a localisation audit with different key stakeholders in purchasing and key markets, to ascertain the various contacts, departments and locations across the organisation that required translation – resulting in a 360° view of the brands’ numerous requirements and preferences.

A core part of the process was to integrate all of RB’s existing translation memory databases from previous suppliers, to produce one centrally approved memory. An equivalent procedure was carried out for existing glossaries, which we segmented by content type and brand, including a thorough review for consistency and accuracy across RB’s terminology.

In partnership with RB, we also created a style guide to be referred to by all of our project managers, linguists and desktop publishing specialists, as well as by RB’s reviewers. This style guide includes detailed and specific guidance on RB’s corporate identity, tone of voice, brand preferences and language rules.

In addition, every RB user involved with the translation process has been set up on i plus^®, our unique translation management system. Using role-based access levels, i plus gives RB the power to securely oversee all aspects of the localisation process, including online review of translations via the review plus component.

Our close relationship hasn’t ended now that the service is up and running: as part of our standard service offering, we conduct regular review meetings with key RB stakeholders, carry out customer satisfaction surveys and support our continuous-improvement methodology by responding promptly to feedback and changing requirements.