Industry Context
Our customer is a well-established language services provider that has supported the Australian community for 50 years. With a large network of language professionals delivering translation and interpreting services across more than 190 languages, including Indigenous languages, AUSLAN and Braille, the organisation plays a vital role in connecting communities with essential services. For an organisation operating at this scale and social purpose, platform reliability is not just a technology concern; it directly impacts the communities they serve.
Challenge
In 2020, the organisation needed a trusted partner to enhance its OutSystems-based mission-critical booking system, used for requesting interpretation and document translation services around the clock, as growing transaction volumes placed increasing pressure on the platform.
Key challenges included:
- The booking system operated 24 hours a day, 7 days a week, serving both customers requesting services and interpreters delivering them, making any instability immediately felt
- Growing transaction volumes were outpacing the capability of the existing platform
- The organisation needed confidence that the system would remain stable and scale reliably with demand
- Evolving market and regulatory requirements meant the platform needed to keep pace with change, not just maintain the status quo
What we did
The organisation selected DB Results as a trusted partner capable of delivering end-to-end expertise across strategy, delivery and ongoing operations.
DB Results began with a 12-month product roadmap, implementing a scalable solution and uplifting internal capability. Following successful roadmap delivery, DB Results continued supporting the organisation by providing a unique mix of architecture, functional and technical skills to grow the platform in line with evolving business and regulatory needs.
Notable work included delivering new integrations with the organisation’s ERP and finance system, third-party hospital interpreter booking platforms, and HR and payroll systems, significantly extending the platform’s operational reach.
DB Results provides the organisation with a continuous delivery services model that includes:
Production support and business continuity: DB Results maintains production support of the critical booking application, ensuring uninterrupted operations for end users and staff around the clock.
Ongoing improvement and enhancement: DB Results maintains and incrementally improves the existing solution, providing access to specialised resources to fast-track complex enhancements as business needs evolve.
Platform and integration capability: DB Results supports platform upgrades, investigates new system integrations and provides UX and UI support to keep the platform current and user-focused.
Strong collaboration with the customer team and a tailored agile delivery methodology have been instrumental to the success and longevity of this engagement.
Technologies used
- OutSystems
- Integrated ERP and finance system
- HR system integration
- Payroll system integration
- Third-party interpreter scheduling and management software
Engagement Snapshot
- Partnership commenced: 2020
- Delivery model: Continuous delivery and managed services
- Scope: Production support, platform enhancement, system integrations and UX and UI support for a mission-critical 24×7 booking platform
Results
DB Results helped the organisation move beyond technical stability to genuine operational confidence, building a platform the business could rely on to support growth, adapt to change and continue delivering essential community services without interruption.
Benefits included:
- A cost-effective, structured and predictable support and delivery model
- Improved platform stability, giving the business confidence to scale operations and improve the experience for both customers and internal teams
- Faster delivery of complex enhancements through access to specialised skills
- Greater ability to respond to evolving market and regulatory requirements
- Reduced operational risk across the end-to-end interpreting and translation booking process
You can achieve the same
Partner with DB Results for disciplined support, optimised platform investment, and fast-tracked delivery.
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