Hugo Boosts CSAT by 13% for Leading SaaS Platform

“Partnering with Hugo transformed our support operations. Their team scaled fast and delivered measurable results in record time. Their agents seamlessly integrated into the workflow, and we felt their impact from Day 1. They truly understand what it takes to support a growing SaaS platform.” – Robert P, Head of Customer Success

The Client

The client is a publicly traded U.S.-based SaaS company specializing in expense management, serving over 10 million users worldwide and processing billions in expense reports annually. With $170 million in revenue, the company delivers automated solutions that prioritize transparency, simplicity, and employee well-being. Despite their market success, the client faced critical operational bottlenecks that threatened to undermine customer satisfaction.

 Key Operational Challenges

• Volume Spikes During Financial Close: A 40% surge in ticket volume during month-end closings placed pressure on internal teams, especially as users required urgent support for expense approvals and submissions.
• Complex License and Subscription Management: Growing difficulty supporting real-time upgrades, downgrades, and license adjustments at scale while maintaining customer satisfaction.
• Inconsistent Global Support Coverage: Delivering high-quality, around-the-clock support across time zones, especially for enterprise clients, was a persistent pain point.

Hugo’s Solution

Expertise-Driven Deployment and Rapid Training

• Specialized Talent: Assembled a team of bilingual professionals (English & Portuguese/ German) with backgrounds in accounting, finance, and business administration.
• Accelerated Onboarding: Deployed a condensed 7-10 day training program covering expense-reporting workflows, compliance protocols, and time-sensitive resolution techniques.
• Financial Domain Knowledge: Leveraged agents’ prior experience with expense management systems to quickly adapt to the client’s platform nuances.

Intelligent Volume Management

• Predictive Resource Allocation: Collaborated on a robust workforce management system that forecasted peak periods using historical ticket data.
• AI-Powered Triaging: Implemented ticket routing based on urgency and complexity, enabling agents to focus on time-sensitive scenarios like last-minute expense submissions and compliance approvals. This reduced resolution time during peak periods by 60%.
• Omnichannel Accessibility: Equipped agents to provide consistent support across email, chat, in-app, and phone channels.

Optimized Subscription and License Management

• Integrated Management Dashboard: Connected agents directly to the client’s billing system, enabling immediate resolution of 80% of subscription inquiries.

Comprehensive Global Support Coverage

• Follow-the-Sun Model: Strategically positioned teams across time zones to ensure 24/7 high-quality support.
• Localized Knowledge Base: Developed region-specific resources and standardized handoffs between regions to ensure seamless service continuity.

Results

• First Response Time: Reduced from 4 hours to 37 minutes.
• Subscription Inquiry Resolution: Reduced from 24 hours to 2 hours.
• Peak Period Resolution: Improved by 60%.
• CSAT: Increased from 82% to 95%.
• Subscription Modifications: 2,000+ processed monthly.