Enabling Seamless Multilingual Support in the Access and Security Solutions Industry

Case Study: Enabling Seamless Multilingual Support in the Access and Security Solutions Industry 

Industry: Access and Security Solutions 
Platform: ServiceNow 
Focus Areas: Multilingual Support, Automation, UX Optimization 

Challenge 

A global leader in the access and security solutions industry faced a significant challenge: providing efficient, multilingual support to locations across multiple countries through a centralized support team that operated primarily in English. 

This language barrier often disrupted smooth communication between end-users and support agents, leading to inefficiencies in request handling and extended resolution times. 

Legacy Approach 

Previously, the organization relied on third-party translation tools to bridge language gaps. Support agents had to manually translate issue descriptions and requester comments, which: 

• Consumed valuable time and slowed down ticket resolution 

• Led to inconsistencies in service quality among agents 

• Created a frustrating experience for requesters, many of whom lacked the IT expertise to use translation tools themselves 

Objectives 

The project aimed to: 

• Improve communication between requesters and support agents 

• Accelerate first-line support operations 

• Integrate a translation tool directly into the support system – minimizing clicks and external dependencies 

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Solution 

Using ServiceNow, the team implemented a customized solution based on Dynamic Translations. This setup enabled on-demand translation, allowing both agents and requesters to translate content only when necessary. 

Key Features: 

• On-demand translation functionality in the ServiceNow backend for agents 

• Translation capability directly in the Service Portal for requesters 

• Seamless integration with the client’s existing Azure-based translation services 

Challenges & Solutions 

One of the main technical challenges was ensuring a smooth user interface without excessive DOM manipulation. This was resolved by: 

• Implementing a new journal field structure that improved data storage and display 

• Minimizing impact on the interface while preserving usability 

Impact & Results 

The implementation led to measurable improvements, including: 

• Faster response and resolution SLAs 

• A reduction in repetitive translation requests 

• Enhanced user experience for both end-users and support staff 

• A unified workflow within a single platform – removing the need to switch between external tools 

 
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Conclusion 

By embedding smart, on-demand translation directly into the support workflow, the organization streamlined multilingual communication across global teams – boosting efficiency, consistency, and satisfaction without adding complexity.