About Reliable Power Systems

Reliable Power Systems is a Florida-based provider of generator installation and service, as well as electrical and EV car chargers. As part of the TurnPoint Services family, they prioritize customer satisfaction and operational excellence.

Brian Duncan, Sales Director at Reliable Power Systems, was also TurnPoint’s Director of Sales Enablement two years prior and spearheaded the project of bringing all 58 TurnPoint brands onto Hatch.

Why do TurnPoint brands use Hatch?

“The main driver for us is speed to lead and estimate follow-up,” Brian explains. “The amount of muscle it takes for a human to follow up with every customer is overwhelming. So by automating with Hatch, we’ve been able to close that gap and ensure that even if a human doesn’t reach out, our system is making those touches.”

What campaigns do you have in Hatch right now?

While TurnPoint was originally attracted to Hatch for speed to lead and estimate follow-up, its brands are using Hatch across the customer journey. Reliable Power Systems has campaigns for:

• Speed to lead: Instant outreach for every lead source, both digital and non-digital. This includes Angi, Yelp, website leads, Facebook leads, Home Depot, Kohler, Generac, and more.
• Estimate follow-up: For estimates that didn’t close in-home.
• Post sale: To thank customers, price condition them, and prepare them for their appointment.
• Nurture: To re-engage aged leads and estimates, cross-sell opportunities, and renew expiring memberships
• Referrals: After 45 days, they send referral program details to recent customers.

Prior to Hatch, providing this type of personalized attention at every step in the customer journey was not possible, leading to missed opportunities. “And I’m only about 35–40% into my Hatch abilities right now,” says Brian. “Because Hatch pulls in all of our ServiceTitan data, I can build a campaign for anything.”

“Because Hatch pulls in all of our ServiceTitan data, I can build a campaign for anything.”

How has Hatch improved your KPIs?

Hatch has positively impacted Reliable Power Systems in several tangible ways:

1. 2-3x the booking rate
   With Hatch campaigns reaching out to leads in 30 seconds, over text, email, and voicemail, Reliable Power has been able to convert more of them into appointments. This includes big-ticket leads from Home Depot, which is made possible through Hatch’s integration with WinGen, an on-site retail lead tool. “Our booking rate is double or triple compared to manually calling and trying to book,” says Brian.
   
   
2. 94% time saved
   Because of Hatch’s lead source and CRM integration, Reliable Power’s reps don’t have to switch between platforms all day or manually update ServiceTitan. All of their communication happens in one centralized location, and Hatch campaign activity also syncs to ServiceTitan. “I would say that the process for each lead takes at least eight minutes of time that's been reduced to 30 seconds,” says Brian.
   
   
3. 10-15% more revenue from rehash
   “We’re adding another 10-15% in close rate with our unsold estimate follow-up, and our goal is to get to 25%,” says Brian. “So if we meet with 300 people, we sell 100 of them on the spot, that leaves 200. My ISR is then capitalizing on 20 to 25 additional sales using Hatch.”
   
   
4. $100K from cross-selling
   Brian only recently implemented a campaign promoting generators to their electrical customer base. “We’ve already closed about $100,000 with it,” he says. “Once we’re able to flip that and start promoting electrical to our generator customers, we’ll be able to capitalize on some additional revenue there.”
   
   
5. Exceeding revenue targets by 25%
   “When Hurricane Milton hit us, we were inundated with Kohler and Generac leads—beyond the amount that anybody could ever call. So we put the leads into a Hatch campaign. We ended up exceeding revenue targets by 25% in both October and November, specifically because we were able to adapt and beat our competition to book those appointments using Hatch,” says Brian.

“Our booking rate is double or triple compared to manually calling and trying to book.”

What are Hatch’s biggest value-adds for you? 

1. Right message, right time
   “I like knowing that every customer is getting reached out to and followed up on, with the messaging that I want,” says Brian. “I don’t have to worry about different guys saying different things, or opportunities getting missed.”
   
   Brian also likes the ability to see response rates and campaign performance. “I can compare an A and B sample to test new campaigns and see what’s working and what’s not.”
   
   
2. Targeted campaigns to fill the job board
   With Hatch’s CRM integration, Brian can easily build targeted campaigns. “You can pull any datapoint from ServiceTitan into Hatch,” he explains.
   
   “So for example, let’s say I’m a TurnPoint brand that offers HVAC, plumbing, and electrical, and I see that we need plumbing calls on Thursday. I can create an audience in Hatch for customers that would be a good candidate for plumbing, send them an offer, and get that job board filled.”
   
   
3. Pre-appointment qualification
   “I can't send a personalized email to 300 people a month,” he says. “But with Hatch, every customer gets that email from me, thanking them, telling them what to expect, and then giving some price conditioning. If they cancel based on that information, then we know they weren’t a good fit. So this ensures that our reps are only going out to the homes of solid candidates.”
   
   
4. Communication with context
   Brian noted that unlike other tools he’s used, Hatch offers two-way communication and all channels are consolidated into one thread. “That allows us to see what message and what call to action got their interest so we can get them booked or sold on what they want,” he says.
   
   Being able to see the full conversation history is another key feature for Brian. “When someone reaches out to us, my ISR can scroll up and see the entire conversation we've had with this customer from the get-go,” he says. 
   
   “And if a customer cancels their appointment, we can go right to that original conversation and see if there’s anything we missed or what we need to do differently next time.”
   
   
5. Support
   “I love that everybody's always attentive. Whatever issue I have, the team is on it right away.”
   
   

An efficient way to scale

As mentioned above, Reliable Power Systems is one of 58 TurnPoint brands using Hatch to scale revenue-driving communication without costly overhead. “I mean, to achieve this amount of contact with customers, without Hatch, I’d probably need another 10 employees to be doing what we're doing.”

“...without Hatch, I’d probably need another 10 employees to be doing what we're doing."