Aeroflow Health
Customer Operations team resolved reporting and support issues with language services.
The statewide association unites over 20 dispute resolution centers, supporting communities with voluntary conflict resolution. However, inconsistent interpreting services limited reach, especially for smaller, resource-limited centers, leading to gaps and delays. Smaller centers often struggled to secure interpreters, affecting service quality and access. To ensure reliable language support, the association identified the need for a unified, on-demand interpreting solution accessible to all centers.
When the state launched a new pilot program, the demand for language services surged. This program attracted a more diverse population with varied language needs, resulting in over 160,000 cases in just 18 months. The sheer volume exposed significant gaps in the existing language support system, as the centers were often unable to meet demand quickly and consistently. This highlighted the need for a scalable, cost-effective interpreting solution that centers could access on-demand without resource strain.
To address these challenges, the association sought a reliable, quality, and cost-effective language solution. Boostlingo was chosen to offer a unified platform for all centers. Staff could instantly connect to interpreters by phone or video and integrate with Zoom for virtual meetings. Boostlingo’s flexibility allowed each center to tailor the service to its needs and scale as needed. Comprehensive training standardized processes across centers, ensuring a seamless transition and consistent service quality.
"Our centers frequently use mediation sessions where both parties are present on Zoom. The ability to read facial expressions and behaviors during sessions has been invaluable, and Boostlingo’s integration makes this possible."
Boostlingo made it easy for over 20 resolution centers to have reliable, quality interpretation whenever they needed it. The platform’s confidentiality agreements fit perfectly with the sensitive nature of the work, handling issues like family conflicts, housing, and workplace disputes. As demand grew and need for different languages was volatile, Boostlingo scaled seamlessly to meet it, with average response times of just 13 seconds. Centers loved the high-quality interpreters and dependable connections. Monthly reports helped each center keep track of their usage and make adjustments as needed.
“Confidentiality is essential in our work,” said one center director. “Knowing that Boostlingo interpreters sign confidentiality agreements gives us peace of mind.” Boostlingo’s solution has been a game-changer, providing secure, dependable communication for all centers across the state.
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