Case Study: Ramp achieves faster customer support and stronger trust with Hugo

Ramp cuts first-response times to under 10 minutes with Hugo

Ramp, a corporate card and expense management fintech, faced a challenge where its customer service speed and clarity did not match the lightning-fast automation of its product. During critical moments like onboarding and account reviews, slow support risked customer trust. To address this, Ramp partnered with the vendor Hugo.

Hugo's solution was to outsource 35–45% of Ramp's routine Tier 1 customer support tasks, such as onboarding guidance and integration troubleshooting, to a specialized team. This allowed Hugo to cut first-response times to under 10 minutes and provide proactive updates during sensitive reviews, reducing related status inquiries by up to 40%. The partnership freed Ramp's internal teams to focus on high-value compliance and product work, turning service quality into a strategic differentiator.

Ramp