During our history working with our customer CROs, they experienced massive growth due to acquisitions and global demand. Now, Acolad is managing over 250 clinical trials a year covering phase 1-4, 57,298,051 words in 2021 into over 200 languages working with more than 1,500 requesters. This growth required global, scalable language services in ever-compressing schedules. The complexity and number of trials grew to a volume of 55 requests per day that can include up to 40 languages and hundreds of files per request.
All this volume and complexity had to be managed by Acolad under aggressive KPIs for turnaround time and quality. Quality targets were defined around number of translation changes due to linguistic issues: (<2%) and minor (<3%), major (<2%), and critical (<.25%) escalated quality issues.
In addition to the growth in volume, increased complexity, and aggressive KPIs, Acolad also had to contend with a variety of file types (including scanned PDFs with handwritten text and MS Word files) and audiences - clinician-facing content and patient-facing content from various geographies and socio-cultural backgrounds.