We had a chat with Mr. Miroslav Nikolac, Business Development Manager at Nort Ltd, exclusive representative of ESET for seven countries in Southeast Europe, who was kind enough to share with us a unique insight into localization from the client’s side.
As the exclusive regional representative for ESET, one of the world’s largest vendors of IT security solutions, Nort Ltd. covers the territories of Croatia, Bosnia and Herzegovina, Serbia, Montenegro, Kosovo, Republic of Macedonia and Albania. Nort Ltd. introduced ESET products to these markets in 2000, and the first localized version of ESET’s software became available very soon after that.
Our localization requirements have been steadily increasing since the early days and currently include translation of several home and business products, as well as the accompanying documentation and help resources. Since ESET upgrades its products to new versions once a year and performs minor tweaks throughout the products’ lifetime, localization is performed in short, irregular cycles that can last anywhere between a week and a few months.
Localization of ESET software is performed as a part of the software development process, i.e. the new strings are localized as soon as they are updated. It is a typical agile localization workflow that requires fast response, good coordination and short turnaround times.
Translation and proofreading are performed by the linguist team in specific CAT tools (SDL Pasolo, SDL Trados Studio and/or MemoQ, depending on the type of documentation), in accordance with the previously translated and approved elements that are used as the master translation memory (TM).
In addition to the TM, the client-approved Termbase and Style Guide are consulted during all translation projects. The translated and proofread files are then sent to the local distributor (Nort ltd.) for review and approval.
Client review is an essential part of the localization process, one of the reasons being that our technical support experts are in a better position to determine whether a highly specific term requires translation, which often comes across as awkward, or should be left alone. Every time a new localized build – software version – becomes available, our technical support experts perform thorough tests on multiple operating systems and make sure that the translation is in order. Any errors or omissions are immediately reported and corrected.
This process is now streamlined and the application of corrections to the localized software takes up a couple of days at the most.
Our clients have a say in the matter as well – if we learn that the users aren’t quite clear about what a certain program function does or how to interpret our localized help resources, we take steps to clarify the translation.
IT security is a sensitive matter, and users certainly don’t want to see a localized IT security product with an interface that is difficult to understand. The same goes for all communication in local language with the clients, including license e-mails, program installation and setup instructions, and renewal reminders.
In addition to enabling the clients who feel more comfortable with their native tongue to use our products, localization does one more important thing: it demonstrates our willingness to allocate resources in order to make the products more accessible to the end user. This goes a long way towards building client confidence in the product.