Case Study: a healthtech company achieves 100% SLA adherence with Hugo customer support outsourcing

HealthTech Company achieves 100% SLA with Hugo

The HealthTech Company, a developer of a visual clinical decision support system, faced significant challenges with its customer support operation. The entire function was managed by a single overwhelmed individual who handled inquiries, lead generation, and other business tasks, resulting in delayed responses and customer dissatisfaction. The company partnered with the vendor Hugo to design and own a reliable support operation from the ground up.

Hugo implemented a structured support operation by recruiting agents with science and healthcare backgrounds for better product understanding. They introduced a coverage model, built a library of response macros, and managed support across email and voice channels. Hugo delivered 100% SLA adherence and near-perfect quality scores with no client flags raised for a full year. The partnership also resulted in a significant expansion of trust, with lead generation responsibilities growing from 1-2 hours per day to 4 hours per day.

HealthTech Company