How Lugo Cut Customer Support Costs by 62%

Scaling a Support-Heavy Fintech Takes More Than Extra Headcount. Lugo Needed Its Billing, Refund and Bank Data to Finally Live in One Trusted Place.

Lugo answered the same billing questions hundreds of times a month because invoices, refunds and bank movements sat in four disconnected tools. Every reply needed a finance colleague to reconcile the numbers by hand first, so tickets stalled for days while customers waited and the monthly close kept slipping.

Stop Being the Middleman for Every Invoice

Support agents had no way to see whether a payment had cleared, so every billing ticket bounced to finance and back again. The first step was giving each agent a live, read-only view of reconciled transactions inside Euphoria, so they could confirm a payment without asking.

Replace Matching with Rules

Bank feeds and the payment processor were connected in the first week, and every movement now lands in one ledger already enriched with customer and invoice context.

Euphoria's AI reconciliation engine matches payouts, fees and refunds against open invoices automatically. Refunds are categorised and routed for approval inside the same workflow, leaving a complete audit trail instead of a chain of forwarded emails and screenshots.

Anything the engine cannot match with confidence lands in a single exception queue. Finance reviews it once a day with a suggested answer attached, instead of interrupting their work every hour to chase missing data.

Shifting Support from Chasing to Answering

With reconciled numbers visible to everyone, agents now resolve most billing questions in a single message. Escalations to finance dropped sharply, and customers stopped waiting days for a simple confirmation that their refund had gone out.

Finance, in turn, stopped fielding internal tickets and put its full attention on the close. The approval co-pilot handles routine refund sign-offs, so managers only step in when an amount or reason falls outside policy.

From Reactive Firefighting to Strategic Planning

Within a single quarter, support costs fell by 62% and the monthly close shrank to just three days. Both numbers have held steady in every quarter since, even as transaction volume and the customer base kept growing.

The bigger change is how the team spends its time. Hours that once went into copying figures between tools now go into modelling pricing changes on live data and spotting churn risks early. Lugo's leadership reviews the same reconciled numbers as the support desk, which has removed the debates about whose spreadsheet is right and made every planning conversation faster and calmer.