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Warner Music Group Supports Global Experience Across 56 Countries

Warner Music Group (WMG) faced challenges in translating its platform, including its existing portal, ITIL interface, and knowledge bases, into multiple languages. This translation project aimed to cater to diverse audiences across regions, expand WMG's reach, and ensure a seamless user experience regardless of language.

 

Project Snapshot

6

number of languages

3,200

number of new users

65

number of catalogue items
Client size: 6,000 Client industry: Entertainment Client location: Global

 

Key Challenges

WMG's attempt to translate through Google Cloud to ServiceNow encountered technical hurdles, leading to inefficiencies in the translation workflow. This posed a significant challenge for WMG's catalogue items and articles, which required accurate translation to resonate with their global audience.

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The manual translation process proved cumbersome, time-consuming, and error-prone.

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The lack of translation reviewers within WMG further compounded the issue, making it difficult to maintain accuracy and consistency across translated content.

 

Our Solution

In response to these challenges, WMG engaged Thirdera, a Cognizant company to implement effective solutions for their localisation needs.

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Localisation through Google Cloud
Thirdera implemented a robust localisation strategy leveraging Google Cloud's powerful translation capabilities. This ensured the accurate and efficient translation of WMG's interface into six languages. 

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Internationalisation on ServiceNow Instance

Thirdera integrated internalisation features directly into WMG's ServiceNow instance. This allowed WMG to customise their interface for different regions and user preferences, ensuring a tailored experience for its diverse audience.

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Plugins Implementation

Thirdera deployed specialised plugins to enhance the translation workflow within WMG's existing systems. These plugins facilitated seamless communication between Google Cloud and ServiceNow, automating the translation process and reducing manual intervention.

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Translation Workflow Support

Thirdera established a structured translation workflow supported by Google Cloud's translation services. This workflow enabled WMG to efficiently manage translation tasks, track progress, and ensure quality control throughout the localisation process.

 

The Result

Streamlined translation process
The localisation efforts supported by Thirdera's expertise in Google Cloud integration and ServiceNow plugins resulted in improved efficiency, accuracy, and scalability for WMG's global operations.

Enhanced global user experience
WMG demonstrated a commitment to innovation and responsiveness to the evolving needs of its international audience.

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximise the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimisation, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

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WRITTEN BY

Sean Maxwell

Sean Maxwell is a Toronto-based Client Executive who handles all accounts in Eastern Canada. With over 8 years of dedication to assisting clients with challenges on the ServiceNow platform, he focuses on the architecture, operation, and optimisation of ServiceNow outcomes.
[case-study, it-asset-management] [Case Study, IT Asset Management]