Case Study: AvidXchange achieves faster customer care and stronger service differentiation with Hugo

AvidXchange cuts first-response times to under 15 minutes with Hugo

AvidXchange, a leader in accounts payable automation, faced growing pains as it scaled. While its technology was praised, customer reviews highlighted challenges with support response speed, communication clarity, and process transparency, particularly for vendors and clients. These operational issues presented an opportunity for AvidXchange to partner with Hugo to enhance its customer care.

Hugo proposed a targeted solution to outsource Tier 1 support functions. This included handling frequent, lower-complexity inquiries like payment status checks and basic onboarding, which allowed AvidXchange's internal experts to focus on high-value work. Hugo's approach aimed to drastically reduce first-response times, cut routing errors by 50%, and proactively reduce status inquiry tickets by 30-40%, thereby building a service-based competitive edge for AvidXchange.

AvidXchange