Case Study: Ebury scales responsive customer support with Hugo

Ebury boosts responsiveness 50–70% with Hugo

Ebury, a relationship-led fintech partner for global payments and FX risk, faced operational challenges in scaling its personalized service. Their clients reported friction points like long onboarding timelines and slow support follow-ups, which risked breaking trust during time-sensitive financial decisions. The vendor, Hugo, proposed a solution using its customer experience outsourcing services to handle these repeatable tasks.

Hugo's solution involved outsourcing 25–35% of Ebury's Tier 1 and Tier 1.5 customer service volume to a fintech-savvy team. This shift allowed Ebury's internal account managers to focus on high-value, strategic work while ensuring clients received quicker, more consistent updates. The results achieved included a 50–70% faster response time, a projected 4–6 point CSAT gain, and improved SLA adherence, all while maintaining Ebury's trusted 4.0–4.5 star Trustpilot rating as it scaled.

Ebury