Case Study: VetVerifi achieves greater efficiency and trust with Hugo CX outsourcing

VetVerifi protects $5.1M to $9.1M annually with Hugo

VetVerifi, a company supporting veterinary practices, faced the challenge of balancing frontline client care with back-office efficiency. Manual verification tasks and inbound client inquiries were creating operational burdens, eroding trust, and risking client retention during demand spikes. The vendor, Hugo, provided customer experience (CX) outsourcing services to address these gaps.

Hugo's solution involved outsourcing verification work and handling Tier 1 client support inquiries. This allowed practices to offload repetitive tasks and ensure faster response times for pet owners. The implemented CX improvements protected between $5.1M and $9.1M annually for VetVerifi, stemming from specific savings like $500K-$750K from verification outsourcing and $1M-$2M in protected client retention from improved frontline support.

VetVerifi