Who is Point Loma?

Point Loma Electric and Plumbing is a reputable service provider based in San Diego. Established in 1988, the company has over 36 years of experience and is focused on providing exceptional customer experiences through efficient communication and streamlined operations.

Chelsea Muniz, the Call Center and Customer Support Supervisor, leads a team of three CSRs who handle the company’s customer interactions and support.

Why did you start using Hatch?

Before Hatch, Point Loma was using a Hatch competitor for their communication needs but encountered issues with customer complaints and inefficiencies. “Our company is big on trying new technology,” Chelsea shared. “We needed a system that could automate our processes without sacrificing the quality of communication.”

After exploring options and hearing about Hatch through industry groups, the team made the switch. “And it’s been much better,” Chelsea says. “Our customer complaints are gone and we’re seeing smoother operations overall.”

“Our customer complaints are gone and we’re seeing smoother operations overall.”

How do you use Hatch?

By integrating Hatch with their lead sources (including Angi, Thumbtack, HomeAppointments, and more) and their CRM (ServiceTitan), Point Loma is automating outreach at key touch points across the customer journey— including speed-to-lead response, estimate follow-ups, nurture campaigns, review requests, membership programs, and marketing promotions.

The team also has a campaign for missed and abandoned call camp follow-ups to ensure no opportunity slips through the cracks.

My goal is to automate as much of our workflow as possible by the end of the year,” Chelsea explained.

Point Loma’s Hatch AI bots are set up as first responders to every campaign, handling customer responses and conducting all of the repetitive, rinse-and-repeat questions until it’s time to pass off to a human.

With the ServiceTitan calendar integration, Point Loma’s bots are also set up to book appointments, as you can see below.

This bot is trained to book appointments on the ServiceTitan
calendar and to recap the conversation at the end.

However, Chelsea finds that with the bots handling the lead qualification portion and filtering out unqualified leads, her CSRs have the time to do the scheduling portion of the conversation, and will typically take over at that point if it’s during hours.  “When we’re here in the office, we like to let the bot handle the redundant question asking and then we’ll take over for the scheduling.”

What have been the biggest benefits of Hatch for Point Loma?

Since switching to Hatch, Point Loma has seen impressive improvements, especially in booking rates. “Our Angi Ads booking rate went up 14%, and Thumbtack’s increased by 10%,” Chelsea reported. Although it’s early days for their campaigns with LSA and Yelp, she’s confident they’ll see similar success.

In terms of close rates, Point Loma has also seen improvements. “We don’t have an inside sales rep, so Hatch is handling the sales follow-up, starting the conversation for us.” Point Loma currently has 196 sales attributed to Hatch.

Their AI CSRs have been crucial outside of business hours, keeping the conversation going until a human rep can take over. “Hatch is helping to secure those leads so that the work our CSRs are putting in doesn’t get lost when they go on breaks or clock out for the day,” Chelsea said. “We’re not losing leads anymore, because of Hatch.”

“We’re not losing leads anymore, because of Hatch.”

Another major benefit has been a drop in customer complaints. “The way the bots and automation work in Hatch is much cleaner, and we’re not getting the complaints we used to get,” she said.

What are your favorite Hatch features?

When asked about her favorite Hatch features, Chelsea had four:

Outbounding and bulk campaigns

“The automation of it, especially in bulk is really nice, especially for our outbounding lists. Sometimes we have a list of 400 customers to contact, and Hatch makes that so much easier.”

Alerts

With Hatch alerts, Point Loma is able to manage calls and texts in a centralized way. “We have over a dozen lead sources, and not all of them have alerts, or we have to constantly refresh our email or our dashboard for that lead source. Hatch alerts us whenever we have a message or even a call, and that speed is everything.”

ServiceTitan integration

Because Hatch integrates with ServiceTitan, they can create campaigns to reach out to leads for just about any trigger—a missed inbound call, a completed call, a completed estimate, and more. “We can schedule a message to go out for any reason, so it helps our follow-up process for everything from missed calls, leads, sales to just, you know, be a little more smoother and tracked easier.”

Saved responses

Chelsea is also enjoying the ability to save responses to frequent questions so that her reps can respond more quickly and consistently. “Hatch will load it in and send it out. We're not having to copy and paste and pull it off of our own list any more.”

What has your AI experience been like with Hatch?

Chelsea is excited about what Hatch AI is doing for her team but acknowledges that it’s been a process of training and building trust, just as it is with any new human employee. “We’ve worked through a few kinks, but now the bot is doing a great job, and we're watching it learn and get smarter and interact with our customers,” Chelsea shared. “And even though we've established trust with the bot, we’re still learning how to let go and let the bot handle more conversations.”

Chelsea also shared that the Hatch team has provided excellent hands-on support, helping to fine-tune the system to their needs. “Getting the bot set up correctly is the biggest part of it. And the Hatch team has been great with that. I can message Hunter anytime with an issue and he jumps on it and gets it taken care of.”

She notes that this was not the case with their last provider. “We’re able to adjust and work with Hatch whereas with our last provider, it felt like we were working against them a lot of the time.”

Point Loma’s CSRs appreciate how Hatch AI makes their day-to-day work easier and helps them retain the leads they work so hard to reach.

“The lead outreach, sales follow-ups, review requests, the missed calls...all of these are important, but challenging to get through manually with the size of our team, so Hatch has been essential for us.”

Example speed-to-lead conversation

Here’s a sample from a real conversation between Point Loma’s Hatch bot Brandon and a lead, from a speed-to-lead campaign. Notice that the campaign continues reaching out over multiple days until the lead responds. Once they do, Brandon handles the qualifying questions.

Example estimate follow-up conversation

Here is an example estimate follow-up conversation between Point Loma’s bot Brandon and a customer, occurring over email. Similar to the above (but not captured here), the campaign reached out over multiple days until the customer responded. The bot handled the initial response and then passed it off to a human rep to finish it out.