Case Study: HealthTech Company’s Customer Support achieves 100% SLA adherence with Hugo

a healthtech company’s customer support achieves 100% SLA adherence with Hugo

The customer, a healthcare technology company, was struggling with an overwhelmed and unsustainable customer support operation managed by a single person. This led to delayed responses, missed issues, and growing dissatisfaction. They partnered with the vendor, Hugo, to design and own a reliable support function from the ground up.

Hugo implemented a structured support operation by recruiting agents with science backgrounds, introducing a coverage model, and building a library of response macros. The solution managed email and voice support across platforms like Salesforce. Hugo delivered 100% SLA adherence, a near-perfect quality score with no flags for a full year, and a significant expansion in lead generation responsibilities, proving their capacity and earning the client's trust.