Rapport International

BACKGROUND

Introduce your business and what you do there.

I'm a manager of marketing and communications with the public planning division of a health organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Rapport International?

We worked together to create consumer-facing, multi-lingual marketing materials.

SOLUTION

What was the scope of their involvement?

We collaborated on regulatory and legal member and customer communication documents, usually in response to our contractual obligations as a state-based business. The services they provided revolved exclusively around translation.

Our exchanges were fairly straightforward. We gave them the documents and provided our specifications and the languages we needed the translations in. Once we got pieces back, we did QA on our side and resolved any questions or issues. Then, we moved into distribution.

What is the team composition?

My primary point of contact was a project manager. On one occasion, their owner got involved to help us meet an aggressive timeline ahead of a product launch.

How did you come to work with Rapport International?

The hiring process took place before I joined the team, and was completed by personnel who are no longer here. Shortly before we were acquired by our parent company, those individuals brokered a relationship with Rapport International as a preferred vendor.

How much have you invested with them?

Several departments used their services, and I'm not sure what our company's total expenditure was. Our department spent between $50,000-$100,000 on the work they provided for us.

What is the status of this engagement?

Our department started working with Rapport International around 2013. We worked together for a little over five years, and we transitioned to a new primary vendor in early 2019.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Their performance was consistently good, and we only faced occasional minor issues with the quality. They were positive, responsive, cooperative, and available.

How did Rapport International perform from a project management standpoint?

Their project management was good. They ensured all the resources were in place, and they helped us meet our needs and our deadlines. 

What did you find most impressive about them?

They were accommodating, and they met some aggressive timelines. We frequently needed to rush a campaign, and they were open and available. They often delivered good-quality work with very little turnaround.

Are there any areas they could improve?

Their QA could be more consistent across languages, especially within languages with smaller demographics. When they stepped outside their norm, we experienced some dips in quality. That's an area of opportunity for them.

Do you have any advice for potential customers?

Be forthcoming and transparent about your expectations. Address any issues with them as they arise.