Case Study: Allica Bank boosts responsiveness without losing its personal touch with Hugo

Allica Bank scales support with Hugo by outsourcing 25–35% of Tier 1 tasks

Allica Bank, a UK-based business bank known for its personal touch, faced the challenge of scaling its customer service operations without compromising the high-quality, relationship-driven experience that defined its brand. To address this, they partnered with vendor Hugo to explore targeted outsourcing solutions for handling high-volume, non-regulated Tier 1 customer inquiries.

The solution proposed by Hugo involved outsourcing 25-35% of Allica Bank's service volume, specifically for tasks like login troubleshooting and proactive status updates. This allowed Allica's Relationship Managers to focus on high-value client engagement. Hugo's implementation was designed to achieve first-response times under three minutes, improve resolution speeds by 30-40% for technical queries, and potentially increase customer satisfaction scores by 4-6 points, all while protecting the bank's excellent 4.7-star Trustpilot rating.

Allica Bank