Case Study: OakNorth boosts service speed and customer loyalty with Hugo

OakNorth boosts NPS by 8–12 points with Hugo

OakNorth, a UK-based digital challenger bank, faced operational challenges in its customer service, including slow response times, limited support hours, and gaps in proactive communication. To address these service layer issues and turn support into a competitive edge, OakNorth partnered with the vendor Hugo to explore outsourcing solutions for its high-volume, Tier 1 customer inquiries.

The solution proposed by Hugo involved outsourcing a significant portion of recurring service issues, such as login troubleshooting, outage communications, and FAQ-driven requests, while OakNorth kept regulated banking decisions in-house. Hugo's strategy was designed to drastically improve first-response speed, extend support availability to 24/7, and implement more proactive customer updates. This approach was projected to boost OakNorth's NPS by 8-12 points, reduce churn among high-value customers by 15-20%, and resolve 60% of recurring issues quickly.

OakNorth