Vertical
Plumbing & HVAC
- Sales follow-up
Results
- 30% more deals
- 50% time saved
- Expansion to new market
- Increased customer satisfaction
59:1 ROI
simply from automating text messages
$600k
in additional revenue in the first year
$8k sale
out of a customer complaint, thanks to text.
I was spending hours sifting through opportunities and estimates just to surface the right contacts to reach out to.
Manual outreach
In addition, the actual follow-up process was manual. "I was using text and email through ServiceTitan, but the only 'streamlining' was me typing up templates, saving them in a document, and then copy and pasting them into individual messages.”
Prior to Hatch, JD Zeliff's inside sales role was 100% sales admin work.
It came down to finding some way to work smarter not harder, or hire another rep to take on some of the workload.
The solution
By connecting Hatch to its CRM, LimRic was able to put multi-touch follow-up for estimates and completed projects on autopilot.
A modern messaging platform
When JD realized he needed to work smarter, not harder, he started looking for a messaging solution that would help him achieve this.
“I was trying to find a solution before I went to my team saying ‘Look, I just can't handle this anymore and we're gonna have to onboard somebody.’ We could find another rep or maybe just a smarter solution.
I had used messaging platforms in the past, but they were very archaic in my opinion, and I needed them to do more than what they offered. I didn't realize the extent of what Hatch could do until I saw a video clip and [started] finding out more and more about it.”
With automated sales follow-up
With Hatch’s CRM integration and Audience Builder, JD no longer has to manually sift through lists of prospects. He set rules so that Hatch will automatically create and update lists based on criteria like days since last engagement, days since quote was sent over, service quoted for, and more.
He then pairs those lists with Campaigns—a sequence of messages (over text, email, and/or voicemail) that fire off to the prospect over the course of several days, until the prospect responds. No more copy and pasting or individual messaging it's a one-time build, then he's hands-off from there.
Hatch then notifies JD when a prospect responds, so that now the only sales follow-up work he has to do is engage with the prospects that are responding.
And automated project follow-up
JD also began using the above-mentioned Audience and Campaign Builders to automate personalized after-care messages to customers. Reaching back out to identify issues or confirm a satisfactory outcome made a big difference in how customers felt about working with LimRic.
“Resolving communication related issues goes a long way,” said JD. “That extra attention to detail, that extra level of service, doing things that other people just don't do…that’s what makes you stand out on top.”
The results
Not only is LimRic closing more deals in half the time, but also its customers are happier and JD has more time for strategic initiatives. In fact, he's helped the company open up to a new market and since been promoted.
30% more deals, 50% less time
With automation, JD soon found it easier to close more deals because he’s no longer just reaching out only once or twice.
“With Hatch we can reach that magic number of 3-5 touches that gets the response and leads to a sale.”
LimRic can now close 30% more opportunities and in 50% less time.
“When I started the position, we were averaging 65-70 calls per day and we're over 100 now. And we’re closing 2-3 more opportunities per technician per day. And it takes us about half the time.”
A job promotion
JD also spoke highly of his capacity to do more with his schedule since adding Hatch to LimRic’s toolbelt.
“I've gotten outside of my technical job description, venturing into project management, sales coordination, and lead generation,” JD explained. He is actually now moving up into a more strategic position and training someone to take his place.
“I've been able to do a lot more with my 40 hours than when I first got hired. I’m now only spending half the time doing direct sales, and with the other half of my time I’m able to create new opportunities for myself and the company.”
I’m now only spending half the time doing direct sales, and with the other half of my time I’m able to create new opportunities for the company.
I've added 15 more technicians that are running 3-5 calls a day. This would have been unreasonable before Hatch.
Increased customer satisfaction
Between the swift responses, stellar service, and personalized follow-up on quotes and projects, LimRic customer satisfaction has increased. And this hasn’t put additional strain on the team since it can be automated and tracked.
“Just putting that foot forward, the feedback I get from customers is very positive. It's definitely something that needs to be done. It's just how you execute on it and how you do it efficiently.”
More uses for Hatch
JD points out that while LimRic has been successful with Hatch, they’re still not even using it to its full capacity.
“There are more capabilities in Hatch than I'm even using. Hatch can be scaled to whatever size your company is or wants to reach.
I think that's what made it kind of a no-brainer for us. And we’re still using it, obviously, because it's been working.”