Description

For some customers using Trados Enterprise, the translated files by RWS includes Customer Review phases done in the Online Editor. Currently and upon client request, RWS creates Groups of reviewers and accounts for customer reviewers to perform these tasks in the Online Editor via the customer portal.

In the Project Planning phase, RWS Project Managers assign the Customer Review tasks to these individual users or group of users, who can accept the task by simply clicking on the project files they have been assigned to. It then disappears from the rest of the assignees files for review list, but still receive notifications on the tasks.

Some customers have expressed the lack of visibility and flexibility to act as a coordinator to assign the tasks themselves to other colleagues.

They have requested to be granted permissions to assign Customer Review tasks directly in the portal, instead of having to send offline requests to RWS via email to reassign tasks or remove reviewers from other tasks. 

Customer have also requested to have better visibility of Customer Review tasks status assigned to their colleagues, very often, when some projects involve multiple files assigned to different reviewers and wish to know which files were completed and which ones are still pending. 

Additionally, some files and projects need to be reviewed by several reviewers and discussed internally before it is completed and for RWS to proceed with next Workflow tasks before and delivering the final target files.

Impact:

• Loss of automation: the customer insecurity obliges to send emails to RWS and request to assign and reassign tasks on their behalf.
• Timeliness: this causes delays in the project completion and also tasks being overdue, that very often need to be rescheduled several times by RWS project managers after customer request by email.
• Spamming notifications: all customers and RWS people involved in the project receive countless notifications that become counterproductive and outdated.
• Loss of customer capacity to coordinate their own teams and assign tasks to different colleagues instantly, as well as reduced control by the customer of their deadlines.
• Projects with multiple files for review needing to be reviewed by different reviewers causes confusion on the group of assignees by the lack of 1 internal coordinator.
• Added RWS Project Management time and costs into the project and therefore Gross Margin decrease.
• Other TMS from other suppliers do offer this option to the customers and TE limitation on this front becomes more evident when the customer collaborates with several TMS. It gives a image of limited flexibility and customisation to customer needs and preferences.

Benefits:

• Reduction of communication between customer and RWS account and projects dedicated teams.
• Instant reassigning and reactivity from the customer to complete tasks by enhancing their own internal coordination.
• Allow the customer be more autonomous in the usage of Trados Enterprise and be able to track their own projects status when in comes to their internal tasks dependent on TE.
• Time-Efficiency on RWS Project Management side to process pre and post Customer review processes.
• Render TE more elastic towards external users needs.