Case Study: FNZ boosts partner experience and NPS with Hugo

FNZ boosts partner experience with Hugo by outsourcing 55-60% of support volume

The customer, FNZ, a major wealth management technology provider, faced a challenge in maintaining responsive partner support. Their high-caliber in-house specialists were often occupied with routine, procedural tasks, leading to potential delays and varying responsiveness that could erode partner satisfaction. The vendor, Hugo, proposed a solution involving selective outsourcing of non-core support requests.

Hugo's solution was to implement a tiered service structure, outsourcing up to 60% of FNZ's routine support volume to handle Tier 1 and Tier 2 queries. This freed FNZ's specialists to focus on strategic work and allowed for faster, same-day resolution of procedural cases. The measurable impacts for FNZ included a projected 30-40% reclamation of specialist time, the elimination of peak-season backlogs, and significant gains in Net Promoter Score (NPS) due to improved responsiveness, giving them a distinct edge in bids and renewals.

FNZ