Case Study: Drip Capital achieves faster, clearer trade finance support with Hugo

Drip Capital cuts first-response times to under 5 minutes with Hugo

Drip Capital, a provider of fast and flexible trade finance solutions for SMEs, faced challenges with client communication and support. Issues such as slow response times, onboarding delays, and a lack of proactive updates were impacting client trust. To address this, they partnered with Hugo to outsource a portion of their high-volume, Tier 1 support tasks.

By outsourcing 25-35% of its communication-driven workload to Hugo's trade-finance-trained team, Drip Capital achieved significantly faster response times and improved the onboarding process. This solution resulted in a projected 15-20% increase in onboarding completion rates, a 20%+ reduction in complaints, and an 8-10 point lift in customer satisfaction scores, solidifying its reputation for speed and transparency.

Drip Capital