Case Study: TrueLayer turns support gaps into a market advantage with Hugo

TrueLayer lifts CSAT 20–30% with Hugo

TrueLayer, a provider of open banking infrastructure and APIs, faced a significant challenge in aligning its strong enterprise reputation with negative public perception. The company was highly regarded by developers for its robust technology but received poor public reviews citing slow, impersonal, and unresponsive customer support. To address these support gaps, TrueLayer partnered with the vendor Hugo to implement outsourced Tier 1 customer support services.

Hugo's solution was to handle 60-65% of TrueLayer's most common customer complaints through a multilingual, 24/7 outsourced support team. This allowed TrueLayer's internal technical experts to focus on complex issues while Hugo managed high-volume, repetitive queries. The results were a projected 20-30% increase in customer satisfaction, a 0.5-0.8 point rise in Trustpilot scores, and an estimated 10-15% reduction in partner churn within the first year, ultimately turning customer support into a market advantage.

TrueLayer