Enhancing Transcription Efficiency and Security for “Way With Words” – Case Study
Client Overview:
Way With Words is a global transcription company with headquarters in the United Kingdom and South Africa.
Renowned for its high-quality transcription services, specialising in transcription across multiple industries.
Their clientele includes government and legal sectors where precision and confidentiality are paramount. Operating internationally with offices in the UK, South Africa and other locations, Way With Words tailors its services to meet diverse requirements of security and quality standards across different countries.
*This is a client reviewed & approved case study*
Client’s Challenge:
Way With Words faced operational challenges with their already existing system, so they looked to develop a new version of their existing system.
Some of the challenges that the Way With Words system 3.0 was intended to solve were:
- Manual Transcriber Management: The process was labour-intensive, leading to delays and inefficient work distribution..
- Compliance with Data Protection Regulations: Ensuring data segregation and compliance with regulations like the EU GDPR and UK GDPR was difficult to manage.
- Rate Card Management: Applying location-based rate cards for clients and transcribers was complex and prone to human errors, requiring accountants to double check rates.
- Workflow Inefficiencies: The existing system required manual batch processing of jobs, causing delays and potential errors.
“Running the operations of the business, I’ve been with the company for eight years, overseeing numerous changes and efforts to stay relevant in the face of AI. We do manual transcriptions and captioning, which our clients appreciate for the human touch. However, many of our customers are exploring more time and cost-efficient mechanisms, so we needed to find new areas of service to remain competitive.”
– Graham Morrissey (COO of Way With Words)
The Solution:
Initially, Way With Words sought to upgrade their system through an external developer company, but after six months (halfway through the estimated deadline), the project was only a quarter complete, leading to delays and budget considerations.
Co-Foundry was then sought out by Way With Words to continue the work where the other developer company failed to deliver, and tasked to build a new system that included:
- Customer and Transcriber Portals: Enabling clients to upload jobs, track progress, and download completed transcriptions, and allowing transcribers to claim jobs, submit work, and receive automatic rate calculations.
- Workflow Automation: Immediate job review and posting, eliminating the need for manual batch processing.
- Enhanced Security: Automatic data segregation based on location, ensuring compliance with data protection regulations.
- Rate Card Automation: Location-based pricing and compensation, reducing the risk of human error, as well as enabling real time transaction processing and custom payment terms per customer
- Integrated Accounting System: Seamless integration with Way With Words accounting platform.
Implementation Process:
- Scoping and Mapping: Detailed analysis of Way With Words needs to ensure comprehensive coverage of all requirements.
- Iterative Development:
- Signup and Job Creation Process: Streamlined to reduce manual input and errors.
- Transcriber Management: Enhanced onboarding and education processes, automated job assignment to prevent monopolization.
- Rate Cards: Implemented multi-territorial rate cards to ensure fair pricing and compensation.
- Client Portals and Administrative Platforms: Developed comprehensive portals for clients and administrators to manage jobs and monitor progress.
- Final Release and Ongoing Support: Continuous support to fine-tune the system based on user feedback.
Outcome:
The new system, launched in July 2022, delivered significant benefits:
- Operational Efficiency: Automation and improved workflows almost doubled Way With Words operational efficiency.
- Data Security: Enhanced data protection measures reduced the risk of breaches and ensured compliance with international regulations.
- Scalability: The system supported Way With Words growth, allowing them to handle more projects with fewer resources.
“The workflow that Co-Foundry developed for us has vastly optimised our operations and ensured that sensitive client data is appropriately safeguarded. Process automation has almost doubled our operational efficiency and eliminated the potential for human error that existed with previously manual tasks. Working with Greg, Rhyder and team has been an absolute pleasure, and I would highly recommend their services to boost business efficiency.”
-Graham Morrissey (COO of Way With Words)
- Client Satisfaction: Improved transparency and efficiency resulted in higher client satisfaction and trust.
Future:
Way With Words is currently implementing new technologies into their system, to further enhance their transcription services.
Due to the approach Co-Foundry took in the development of their system, this additional upgrade will work seamlessly with their application as they continue to grow.