JSI Case Study

Translation of Technical Documentation for a Data Analytics SaaS Company

About JSI Telecom

“Art One Translations has enabled JSI to win new business.”

JSI Telecom is a leading Data Analytics SaaS company specializing in advanced communications intelligence solutions for law enforcement and government agencies worldwide. They are recognized for their expertise in collection management and data analysis programs.

Based in Kanata, Ontario, JSI Telecom provides a range of services, including training, cell site mapping, and technical support.

Since its founding in 1988, the company has built a strong reputation for developing innovative software and hardware that support lawful interception, data analysis, and digital forensics. Their solutions are designed to help agencies effectively collect, analyze, and interpret large volumes of data, aiding in crime prevention and resolution.

JSI Telecom is committed to security, reliability, and user-friendly design, continuing to lead in the field of communications intelligence and supporting community and national security goals.

Challenge

JSI Telecom needs to translate highly sensitive information for law enforcement and intelligence agencies. This requires exacting, high-quality reliability and attention to detail in software localization and translation of technical documentation in a range of languages, such as French, German, Spanish, Portuguese, Korean, and Arabic. “Our clients require the utmost in security and due diligence,” explains Patti Waddell, Senior Technical Writer and Localization Prime at JSI Telecom. Unfortunately, previous efforts to utilize machine translation for the translation of technical documentation had proven ineffective and failed to reach the standard required. “It was coming out unbelievably garbled. We learned that from our people in the field,” Waddell says. The problem was not confined to service delivery; it also impacted business development. “It comes down to credibility. We’d be standing in front of a client at a presentation, and they’d react to the translation on the screen, and the quality was so bad that our audience would laugh out loud. Trainers trying to explain something in a different language would often get caught out with a mistranslation on the screen and have to apologize as they explained things.” This situation threatened their core business, and they needed to adapt quickly to provide better outcomes for their clients.

Solution

JSI Telecom began searching for a company that could outperform the machine translation they had been receiving and provide high-quality multilingual technical translation services. As JSI’s team was considering a number of software localization providers, a colleague forwarded them a timely communication from Art One Translations. “We had a document coming out and used it as a test piece,” Waddell says. “They were so professional, so organized, and they just blew the competition out of the water with their turnaround time and quality of translations. They just nailed it—and we knew then that they could do the work.” Since that first collaboration, JSI has used Art One Translations for all their translation and localization needs: from UI localization, interface and strings translations, software supporting technical documentation translation and updates, and formatting in FrameMaker to installation and maintenance guides, release notes, warranty and service agreements, online help texts, eLearning localization, marketing documents, website materials and other corporate documents.

Results & Impact

Not only did JSI praise Art One for the exceptional quality of its translation of technical documentation and UI localization, but they also found Art One’s project management to be perfect. Response times to requests are fast, questions are always addressed quickly, and Art One always meets the deadlines. Laura MacDonald, Technical Writer at JSI Telecom, says: “Art One Translations’ communication is second to none. Timelines are communicated in advance so we know when to expect content back. The team is reliable, timely, and excellent to work with; I know I can depend on them in any situation. Customer satisfaction with post-delivery feedback was very positive. Moreover, our website’s interactions with alternate language content have increased thanks to Art One Translations’ efforts.” Having Art One Translations as JSI’s software localization provider, which handles all the company’s translation and localization needs, has not only eliminated mistranslations but also given the company the confidence to take on more complex challenges for its clients. “Arabic translation, for instance, comes with many technical challenges, but Art One has delivered beyond our expectations,” Waddell has commented. “Before, the cost overruns on that language alone were 100 percent over budget; Art One does the work on budget and in half the time! We can see that in all that they do, they put so much integrity into it. Communication is good; they check timelines and save us a lot of internal time and resources in the process. On a recent Arabic translation project, we saved over $50,000 and two months.” Having Art One Translations as the company’s software localization provider has enabled JSI to win new business. On business development documentation like RFPs with prospective customers, their fast turnaround time and reliability have been a “game-changer”.

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Relevant sectors: Telecommunications · Technical Documentation · Engineering

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