Company Overview
iCustomer is a forward-thinking sales and marketing company based in Australia, specializing in financial services. Over the past 18 months, the company has successfully expanded overseas, distinguishing itself by pioneering AI-driven sales tools. By transforming their traditional call center approach into an AI-powered solution, they've demonstrated a consistent ability to innovate and stay ahead of the curve.
Industry: Financial Services
Key Languages: English (Australia), Spanish (Colombia), Spanish (Mexico)
Language Challenge
iCustomer faced communication challenges while working with South American counterparts such as sales teams whose first language was not English. Key issues included language differences during training sessions and client interactions, as words and context were often lost in translation. Despite trying other solutions, such as Skype’s built-in translation tool, these options proved ineffective, lacking the accuracy and contextual understanding required for seamless communication. iCustomer needed a reliable, standalone tool to bridge language gaps and support their growing global operations, particularly in multilingual markets like South America.
The core issue wasn't just about words—it was about maintaining professional respect, ensuring clear understanding, and enabling seamless collaboration across linguistic boundaries. Traditional translation tools had failed, leaving iCustomer searching for a more seamless solution that could truly bridge their communication gaps.
Previously, when you're talking to someone whose first language is not yours, you seem to change the way you speak. You need to slow down, and there's this unconscious assumption that their lack of understanding means they're not intelligent—which isn't true at all.
-Tim, Managing Director of iCustomer
Solution
iCustomer turned to Langfinity to tackle their language challenges, and the impact has been remarkable. Langfinity’s real-time translation technology quickly integrated into their daily operations, becoming an invaluable tool for facilitating smooth communication during multilingual training sessions and team interactions. The results have not only addressed immediate language barriers but have also transformed the way iCustomer collaborates across borders.
Having Langfinity, and once you realize the translation is coming, you effectively take that language barrier out. Before you know it, you're not even realizing you're speaking to someone who doesn’t have your same language.
-Tim, Managing Director of iCustomer
High accuracy and speed: With over 90% translation accuracy and minimal delay, Langfinity ensured that conversations were clear and flowed naturally. The technology allowed iCustomer to focus on the substance of their discussions rather than worrying about whether their training content or discussion were understood.
Easy to set up and use: The onboarding process was straightforward and intuitive. Within minutes of signing up, iCustomer was up and running, with minimal disruption to their workflow. This simplicity made it easy for their team to embrace the tool.
Tailored to their needs: Langfinity worked closely with iCustomer to address unique challenges, such as industry-specific terms and phrases. These customizations made a noticeable difference, ensuring the translations were not just accurate but meaningful and relevant to their business.
Built to integrate with their workflow: As a standalone tool, Langfinity fits effortlessly into iCustomer’s existing processes without the need for complicated add-ons or extensive adjustments. It became a natural extension of their workflow, boosting productivity and collaboration.
Building relationships through respect: Langfinity allowed iCustomer to communicate with partners in their native languages, showing genuine respect and effort. This approach helped strengthen trust and deepen connections, creating a solid foundation for long-term partnerships.
By showing that you've gone to the effort of getting a tool so you can communicate, it builds trust. It takes away the nervousness and breaks down a barrier between countries. That effort makes a real difference.
-Tim, Managing Director of iCustomer
Langfinity didn’t just solve a problem; it became a part of how iCustomer operates with their global teams. It empowered their team to communicate with confidence, build stronger relationships, and expand into new markets with ease. As iCustomer continues to grow globally, Langfinity remains an integral partner in their journey.
Impact
Breaking into new markets without breaking the bank
As iCustomer expanded its global presence, particularly in South America, they faced a challenge: the cost of traditional language support. They had the option of hiring interpreters or bilingual sales professionals to provide localized support, which often required a substantial upfront investment.
By leveraging Langfinity, the iCustomer team overcame the expansion hurdles, saving hundreds of thousands of dollars that would have been spent on interpreters, translators, or bilingual staff. Instead of building costly local infrastructure, they used Langfinity’s real-time translation to enable seamless communication, allowing their existing team to support new markets effectively.
Enhanced communication and confidence
The integration of Langfinity eliminated language barriers, enabling iCustomer’s team to communicate naturally and effectively without having to adjust their speech.
As Tim explained, “Once we realized the translations were coming in accurately, we didn’t even think about the language difference anymore. It just worked, and that let us focus entirely on our business goals.”
Deeper trust and stronger relationships
Using Langfinity’s real-time translation also demonstrated respect for local languages and cultures. By prioritizing communication in their partners’ native languages, iCustomer fostered trust and built stronger, more authentic relationships.
Tim noted, “Using a tool like Langfinity showed we value their way of doing business, breaking down barriers and building trust.”
Empowering teams and accelerating market expansion
The tool’s simplicity and reliability empowered iCustomer to integrate it seamlessly into their operations. This allowed their team to concentrate on strategic goals rather than navigating communication challenges. Langfinity became a critical enabler of their global growth strategy, helping them confidently expand into multiple South American markets.
With Langfinity, iCustomer unlocked untapped market potential, building meaningful partnerships and saving both time and financial resources. The tool didn’t just solve their immediate language challenges—it became a cornerstone of their ability to scale efficiently and sustainably across diverse, multilingual regions.
With Langfinity, we didn’t need to bend over backward to hire local talent before entering new markets. It gave us the confidence to scale into South America and beyond while saving significantly on operational costs.
-Tim, Managing Director of iCustomer
Looking ahead
We’ve now got a tool that lets us communicate in markets where, before, we didn’t know how to do it. It’s not just about making money—it’s about showing respect and building relationships in these new markets.
As iCustomer continues to grow, Langfinity will remain a key partner in their journey to connect with clients and teams across the globe. The ability to communicate seamlessly in multiple languages has already helped iCustomer build trust and break into new markets without the usual financial and logistical hurdles.
Looking ahead, Langfinity will empower iCustomer to expand into new regions with confidence, fostering deeper relationships and creating meaningful connections in every market they enter. Whether in South America, Europe, or beyond, the focus will stay on respecting cultural nuances and making communication effortless.
iCustomer sees a future where language is no longer a barrier but a bridge to collaboration and growth. The partnership reflects not just technological progress but a commitment to doing business in a way that values understanding, respect, and genuine connection.
