Improving client trust and team satisfaction as an LSP scales

The challenge 

Scaling sales and operations without losing trust or morale

As Maven grew, two connected challenges became harder to manage.

1. Winning client confidence
Manual quotations lacked transparency and slowed decision-making, making it harder for clients to understand costs and move forward quickly.

2. Keeping teams engaged
Internally, work was spread across systems, paperwork, and repetitive manual tasks. As the team expanded, these inefficiencies created friction and risked impacting morale and retention.

These challenges put pressure on Maven’s ability to scale while maintaining high standards of service.

Why XTM

Choosing a platform designed around the client-first approach

As Maven International scaled, leadership knew that tooling decisions would directly affect how clients experienced the business. The team evaluated platforms designed for language service providers and narrowed the choice to XTRF  by XTM and Plunet.

XTRF stood out for its stronger emphasis on client-facing workflows and transparency, aligning with how Maven wanted to position itself in a competitive market. Rather than focusing only on internal efficiency,  the platform supported clearer communication, easier approvals, and a more professional client experience.

“We opted for XTRF because we found it to be more client-oriented.”

This decision reflected Maven’s broader priorities, building trust with clients while creating a foundation that could support growth without compromising service quality.

The solution

After evaluating translation business management platforms built for language service providers, Maven narrowed the choice to XTRF by XTM and Plunet. XTRF by XTM stood out for its stronger focus on the client experience, particularly in how it supports transparent, professional interactions at the point where trust is won or lost.

One of the most immediate changes was in client-facing documentation. Quotations generated in XTRF are clearer and more structured, with direct confirmation links and visible cost breakdowns. This gave clients a better understanding of pricing and savings, helping them make decisions faster and with more confidence.

Behind the scenes, XTRF brought fragmented operational processes into a single, user-friendly platform. Tasks that were previously handled across multiple systems, spreadsheets, and paperwork could now be managed in one place. Automation reduced the amount of repetitive, manual work required, allowing staff to focus on higher-value tasks instead of administration.

Even while Maven is still activating additional XTRF features, the operational impact has already been meaningful. The platform has made day-to-day work easier to manage as the team grows, supporting both efficiency and long-term scalability.

“The reduction in tedious tasks has made work more enjoyable for the team, contributing to lower staff turnover — a key advantage in a competitive industry.”

This shift matters for a service-led business. More enjoyable work leads to better retention, and stable, engaged teams deliver a more consistent experience for clients.