Who is Rescue Air?

Founded 11 years ago by Michael Hirsch and his nephew Josh Campbell, Rescue Air is a thriving HVAC company based in Dallas. With a focus on customer service and a sales approach rooted in problem-solving, Rescue Air has grown to over $20 million in revenue.

Why did you start using Hatch?

As Rescue Air expanded, managing high volumes of leads and re-engaging potential customers became challenging. “We tried having inside sales reps before, but we never gained traction,” Michael shares. The company was experiencing inefficiencies in follow-up, often leaving potential deals on the table. After a friend recommended Hatch, Michael decided to give it a try. “And we have seen great results with it,” he says.

How Rescue Air uses Hatch

Rescue Air has Hatch integrated with ServiceTitan as well as their lead sources, which include ServiceTitan, Angi, Scorpion, Yelp, and more. This allows them to create outreach campaigns that automatically send out based on customer behavior. They have outreach campaigns tailored for:

• New leads
• Recent estimate appointments
• Leads who were quoted but never got the work done
• Leads who never booked an appointment
• Maintenance program members
• Current customers

Michael points out that reaching out to past customers through Hatch opens up cross-selling opportunities. “We have campaigns for telling our HVAC customers about our plumbing and vice versa, and we’ll do the same when we start providing electrical services,” he says. “It’s a great tool for companies that have more than one line of service.”

“It’s a great tool for companies that have more than one line of service.”

Michael shares that Rescue Air’s biggest use-case with Hatch, however, is sales follow-up. Once a tech goes out and leaves behind an estimate, they have a campaign that automatically reaches out to that customer two days later. “It’s just like a happy call. We ask them how everything went, just to re-engage them,” Michael explained. This starts the conversation where they can obtain feedback, surface objections, and eventually lead to a sale. 

“We definitely weren’t following up on every estimate before Hatch, so this has been great for us.”

Benefits and results

The transparency and organization Hatch brings have boosted both internal performance and customer satisfaction. “Our technicians put more thought into estimates because they know they’ll be followed up on,” says Michael. Since implementing Hatch, Rescue Air has seen significant improvements in their sales outcomes. “We noticed our closing rates went up by over 5%, and at one point, it was even closer to 10%,” Michael reports.

An added benefit, Michael shares, is that Hatch has become a feedback tool for Rescue Air’s technicians. “If the homeowner reports that they were confused, for example, we can provide the technician with that feedback right away, versus six months later when they won’t remember the visit. So it’s a good way to coach them with real-life examples.”

“We noticed our closing rates went up by over 5%, and at one point, it was even closer to 10%.”

Favorite Hatch features

One of the things Michael likes most about Hatch is the ease of use. “It’s really easy to train people to use, and it makes it so easy to communicate with customers,” he says. “I can have someone run Hatch who knows nothing about air conditioning or plumbing, and they're still able to communicate and get jobs sold. The person we have running Hatch now, sometimes she has to consult a tech to answer questions or work out pricing, but for the most part, she closes everything.”

Hatch's column-style workspaces make it easy to organize conversations.

Michael also notes that the multi-touch and text-first approach facilitated through Hatch has been crucial. “In today's world, people are so distracted, it's necessary to reach out to them a few times,” he said. He adds that not only is text so much faster, but it’s more effective in getting responses and feedback. “People are much more likely to provide feedback to you about a technician via text than over a phone call.”

Final thoughts on AI and automation

Michael and his team have fully embraced AI, using it across different parts of the business. “Either you’re on the front end of AI or you’re playing catch-up,” he said. He appreciates how AI, including Hatch’s features, simplifies communication and streamlines mundane tasks. “AI helps us collaborate better and makes everyone on our team more effective,” Michael reflected. From automating initial lead qualification to sending strategic follow-ups, Hatch has empowered Rescue Air to maximize their potential and grow sustainably.

“AI helps us collaborate better and makes everyone on our team more effective.”