Case Study: 24hr Home Care achieves stronger retention and operational efficiency with Hugo CX outsourcing

24hr Home Care protects $9M to $15.5M annually with Hugo

24hr Home Care, a trusted provider of in-home care services, faced significant challenges in scaling its operations due to high workforce attrition, compliance risks, and the need to manage seasonal demand surges while maintaining a high-quality client experience. To address these challenges, they partnered with the vendor Hugo to leverage their customer experience (CX) outsourcing services.

Hugo implemented a comprehensive CX solution focused on stabilizing the workforce, improving documentation accuracy, and creating a surge-ready support operation. The results were substantial financial safeguards and operational improvements. Hugo's solution helped 24hr Home Care protect an estimated $9M to $15.5M annually by reducing attrition-related costs by $2M-$4M, cutting documentation errors to save $500K-$1M, protecting $3M-$5M in client retention through improved frontline support, and achieving $2M-$3M in savings from a more efficient cost-to-serve structure.

24hr Home Care