ChargePoint

ChargePoint is a truly global enterprise. Supplying EV charging solutions in more than 14 countries, ChargePoint is transforming transportation. The company is growing fast, distributing hardware, software, and supporting services to enable e-Mobility throughout the world. This global footprint brings with it a localization challenge.

The Problem:

In 2022, the company was looking for ways to deliver products to market faster, including the delivery of ChargePoint’s customer experience in local languages. Limitations in the localization process hampered efficiency and global go-to-market (GTM) speed. The primary pain points included being constrained with a language service provider (LSP) performing traditional translations, loads of manual processes, and no internal workflow management. Localization relied solely on human translation, often resulting in lower quality and complex project management. The process was not cost-efficient. All project administration was handled by this single LSP, leaving ChargePoint with no self-service options. In addition, there were no integrations with their internal systems like Drupal, Marketo, GitHub, and MadCap Flare, limiting their users’ ability to translate content in their native environment. They needed a better process to keep pace with their business.

Why ChargePoint Chose LILT

ChargePoint partnered with LILT AI to address these growing pains with advanced technology and increased flexibility. The key features and requirements focused on maximizing efficiency and control:

Advanced AI and Automation: A core requirement was proprietary, context-aware learning models to leverage AI, ensuring high-quality translation, brand consistency, and cultural nuance.

Self-Service and Workflow Flexibility: The solution needed to offer self-service capabilities for content creators, like marketers and developers, as well as administrators. This included the ability to configure personalized project management workflows based on specific project type.

Seamless System Integration: The solution was required to integrate with their systems, including an essential GitHub integration for scalable go-to-market delivery and process improvement. The localization effort needed to address content needs across Product, Engineering, and Marketing in various formats: web/mobile apps, MadCap documentation and technical guides, hardware content, and marketing collateral (Drupal, Marketo).

The Solution:

Following the successful rollout of LILT, ChargePoint is seeing significant improvements with their multilingual programs. This was an AI win for the business, resulting in significant ROI.

ChargePoint successfully lowered overall localization costs and accelerated Turnaround Time (TAT) through self-service and automation, which dramatically sped up content delivery. This acceleration allows developers to focus on writing good code instead of translating documents.

"LILT enables ChargePoint to scale our global reach by simplifying translation workflows and maintaining accuracy and speed across all languages.”

Enrique Tamames

Lead Developer

The quality Enrique mentioned produced two-fold results. First, through the integration of LILT’s proprietary LLMs, translations continued to improve by learning ChargePoint’s brand, tone, and cultural nuance between markets - all in real-time. Second, the self-service integrations for both admins and content creators increased control over project management and content workflow, minimizing errors in the process and improving the quality of delivery.

Melanie Bueno, Localization Manager, spearheaded the project and is excited about the future plans for the multilingual content program at ChargePoint:

"With the powerful combination of custom language models and AI, we’re able to future-proof our localization operations. Marketers can focus on producing great content, and Engineers can focus on writing great code - they no longer need to waste time getting it translated.”

Melanie Bueno

Localization Manager