How Hugo Transformed Travel Experience Using Tailored Solutions

“We were impressed by Hugo’s deep understanding of our industry’s unique challenges and their ability to provide a comprehensive solution. Their commitment to customer-centricity aligned perfectly with our brand values, making them the ideal partner for our digital transformation journey.” -Sarah T., Head of Customer Experience

The Client

A US-based travel service company faced challenges as it expanded its customer base and digital offerings. Serving both leisure and business travelers with comprehensive booking capabilities, the company struggled to maintain high-quality customer experiences while scaling its operations. This case study explores how Hugo’s solutions addressed the Client’s scaling challenges.

Challenges: Scaling Exceptional Experiences Amidst Escalating Demands

The company faced three critical issues as its customer base expanded:

• Inefficient Account Management & Booking Difficulty: Bottlenecks in reservation processes, changes, cancellations, and refunds led to a surge in support inquiries and decreased customer satisfaction.
• Data Consolidation Problems: Difficulty consolidating and analyzing customer data limited their ability to personalize offerings based on preferences and behavior.
• Disjointed Customer Support: A lack of a centralized system and limited support channels (primarily email) resulted in slow, inconsistent responses, further compromising customer satisfaction.

These challenges threatened to undermine the company’s reputation for quality service and impede its growth trajectory.

Hugo’s Solution

Hugo implemented a three-pronged strategy to address these challenges.

Improved Account Management

Hugo assigned a dedicated Learning and Development (L&D) team to drive continuous process improvement. This team collaborated with the client’s dev team to:

• Simplify the account creation process, allowing customers to sign up using social media or email, reducing friction.
• Build personalized dashboards where each customer could easily access their booking details, preferences, and account status.
• Develop and offer in-app tutorials and quick tips, providing users with guided assistance to navigate the account management processes.

Unified Customer Data Platform

• Hugo implemented a centralized database to collect and store customer data from various sources, integrating APIs and data connectors for real-time information gathering.
• Advanced algorithms were employed to clean, deduplicate, and standardize data, creating a single, comprehensive view of each customer by matching and merging data from multiple touchpoints.
• Hugo implemented advanced segmentation capabilities to group customers based on their behavior, preferences, and purchase history, facilitating more personalized interactions and enabling targeted marketing efforts.

Centralized and Enhanced Customer Support

• Hugo built a team of CX experts to increase customer support capacity by launching a live chat option on the site.
• In tandem, Hugo expanded and integrated email, the newly added chat, and social media into a single platform—Zendesk—ensuring seamless management of all customer interactions and improved response times.
• The team synchronized customer data in real-time across all channels, giving agents a comprehensive view for more personalized customer support.
• Finally, Hugo enhanced the client’s knowledge base, enabling agents to provide uniform responses and resolve inquiries more efficiently.

The Impact

Hugo’s solutions yielded significant improvements across multiple metrics:

Customer Support Excellence

• 92% first-contact resolution rate
• 250,000 tickets managed in 6 months
• Average response times: 2 minutes (chat), 1 hour (email)
• 21% increase in customer satisfaction (avg. CSAT 98%)

Account Management & Loyalty

• 67% reduction in account-related inquiries
• 18% increase in repeat bookings

Operational Efficiency

• 33% reduction in operational costs

“Hugo’s tailored solution has not only transformed our customer experience but has also delivered quantifiable results that have positively impacted our bottom line. We are now better equipped to meet the evolving needs of our clients.” – Sarah T.