A Reputed Housing Finance Company Improves Customer Engagement through Multilingual Collaterals
About the Client
The company helps thousands of Indians buy homes. They're well-established in cities and smaller towns, especially among first-time homeowners. But something wasn't clicking. In Tier 2 and Tier 3 cities, their message wasn't getting through.
Challenges
They had everything, including brochures, onboarding kits, and even well-written forms. But nearly all of it was in English and Hindi. And for many people they were trying to reach, those languages weren't easy to follow.
People were unable to fill out the forms correctly. Some misunderstood the terms. Support teams kept getting the same questions repeatedly. Not because the product was unclear, but because the words were.
To make matters worse, translations were being done manually by different people, in various styles, with no shared structure. It slowed everything down and made them sound inconsistent.
Solution
We didn't just "translate." We built a system to localize the company's voice across India's major languages.
First, we identified the most critical content:
Brochures and marketing leaflets.
FAQs and product comparison sheets.
Legal disclaimers.
Loan forms and onboarding documents.
Then, we worked directly with their legal, marketing, and ops teams. Our job wasn't just to change words, it was to make sure their brand felt familiar and trustworthy in every language.
Key Highlights
We provided them with a single platform to track and manage all their multilingual content, no more chaos.
Legal teams finally had consistency. They could rely on a standard tone and terminology.
Automation cut translation timelines nearly in half.
New campaigns were released in every language simultaneously, not days or weeks later.
Impact
Customers now understood what they were signing. Questions dropped. Confidence rose.
CSAT moved up from 3.2 to 4.5
Regional sales? Up 22%, especially in Tier 2/3 areas.
Support tickets linked to confusion? Down by 41%
More leads, better onboarding, faster responses.
It turns out language wasn't just a checkbox—it was the bridge. Once the company started speaking in the words people use, trust followed. Growth followed. And their mission is to make housing accessible? It got a whole lot stronger.
