Case Study: a high-growth PropTech disruptor scales CX and doubles lead conversions with Hugo

High-Growth PropTech Disruptor cuts response times by 40% with Hugo

The customer, a high-growth PropTech disruptor, was struggling to scale its customer support and lead management operations amidst rapid expansion, leading to long response times and missed opportunities. They partnered with the vendor, Hugo, to implement dedicated customer experience outsourcing services.

Hugo deployed a specialized, dedicated customer support team with real estate expertise to provide 24/7 multichannel support. This solution resulted in a 40% reduction in response times, a 24.8% increase in customer satisfaction scores to 98%, and a doubling of lead conversion rates to 28%. Hugo's partnership was a catalyst for the client's sustainable growth, also driving an 18% year-over-year revenue increase.