How Hugo Scaled CX for a High-Growth PropTech Disruptor

A San Francisco prop-tech company with over 20,000 users is transforming the rental experience with a platform that offers marketing, tenant screening, and digital leasing for property managers, along with apartment search, virtual tours, and payment tools for renters, making renting more efficient for everyone.

The Challenge: Sustaining Service Excellence Amid Hypergrowth

The client’s rapid growth presented significant operational challenges. As their platform gained nationwide traction, they struggled to scale customer support effectively. The surge in customer inquiries overwhelmed the support team, leading to long response times and poor service quality. This influx of inquiries also complicated lead conversion efforts, hindering their ability to effectively capitalize on potential customers.

The Head of Customer Service attested, “Our rapid expansion was a double-edged sword, straining our operational capabilities while heightening customer expectations. We urgently needed a partner who could match our pace without compromising on quality or responsiveness.”

The Solution: Fortifying Operational Foundations for Scale

Hugo’s partnership focused on strengthening the client’s operational foundations, enabling them to deliver seamless customer experiences at scale.

Frontline Customer Excellence

Hugo swiftly deployed a specialized 100% dedicated customer support team to alleviate the burden placed on the in-house team. These agents were handpicked for their experience in the real estate industry, ensuring they had a sufficient base layer of understanding to navigate the company’s CX, while comprehensive training ensured that they could adhere to strict communication standards and guidelines.

Applying Hugo’s core CX philosophy, the team led with an empathy-first approach designed to build genuine rapport with clients while utilizing in-depth training to close tickets faster and with greater satisfaction. With Hugo’s global workforce, the client could offer 24/7 coverage, eliminating time zone constraints and reducing the backlog that often accumulated during after-hours. Support was available through multiple channels, including email and chat, providing convenient access for clients. The Head of Customer Service stated, “Hugo’s team integrated flawlessly, delivering exceptional service that consistently elevated our client experience.”

Expanding Support: Streamlining Lead Management

In addition to the pressure on its support system, the company’s manual lead management workflows were buckling under pressure, and tracking and qualifying incoming leads became increasingly cumbersome, leading to missed opportunities and prolonged conversion cycles. The company recognized the need to optimize its lead management processes.

Measuring Hugo’s Impact

Hugo’s comprehensive solutions empowered the client to scale efficiently while delivering exceptional customer experiences. Key achievements include:

• Customer Satisfaction: 24.8% increase in customer satisfaction scores, reaching 98% vs. the initial CSAT score of 73%.
• Response Times: There was a 40% reduction in average response times, with most inquiries addressed within 1 hr vs. the initial 24-hour timeframe.
• Lead Conversion: Lead conversion rates doubled to 28%.
• Revenue Impact: 18% year-over-year increase in revenue, driven by improved lead management and conversion.
• Operational Efficiency: 50% reduction in time spent on manual lead management processes, resulting in significant cost savings.

Conclusion: A Catalyst for Sustainable Growth

The strategic partnership between the client and Hugo has catalyzed sustainable growth, enabling the client to navigate the complexities of rapid expansion while delivering exceptional customer experiences. As the Chief Customer Officer affirmed, “Hugo’s expertise has empowered us to scale our operations seamlessly, without compromising quality–pivotal factors in our continued success.”