About Sure-Dry

Sure-Dry is a Wisconsin-based company specializing in basement waterproofing, foundation repair, crawl space repair, and concrete leveling. For this success story, we interviewed Nick Rainer, Director of Sales and Marketing, and Charlotte Golliher, Customer Care Manager. 

What are you using Hatch for?

Sure-Dry is using Hatch across the customer journey, including:

• Speed to lead: Instantly reaching out to new leads from website forms, lead aggregators, ads, and more.
• Estimate follow-up: Sending out emails and texts a few days after an in-home estimate is given, on behalf of the sales rep, to stay top of mind and surface objections.
• Aged leads: Reaching out to leads that either never booked or canceled their appointment
• Aged estimates: Reaching back out to leads quoted 6-24 months ago with a discount to re-engage them.
• Customer communication: Appointment confirmations, appointment reminders, and upcoming installs

What results have you seen with Hatch?

Nick has seen great results with Hatch from a sales standpoint:

Reducing inside sales workload by 60%:  “Before Hatch, our inside sales reps had to send out every email, every text, and make every phone call. But there’s only so many calls a day that someone can do when they're also sending texts and emails too.

Now those texts and emails are just autofiring, so all our sales reps have to do is focus on the calling and responding to those inbound messages. So we've cut their workload down by like 2/3 and made them way more productive.”

"All our sales reps have to do is focus on the calling and responding to those inbound messages. So we've cut their workload down by like 2/3 and made them way more productive.”

$3.2M in inside sales
“We did $3.2 million in inside sales last year, which is huge. That’s accounting for over 20% of our inbound sales.”

Helping with attrition: “We’ve had some attrition on the sales team recently so I’ve been more closely involved. But Hatch is already helping with that. Podium just wasn't as robust and it didn't have the ability to do the things that we're doing with Hatch.”

And speaking on the speed to lead side of things, Charlotte has similar feedback:

Efficiency and time-savings: “Manually texting and emailing was such a time suck, so being able to focus on smiling and dialing saves so much time and lets you focus on your high value activities.”

Higher set rates: “We know how important it is to be the first company to respond to a lead, especially when it comes to lead aggregators like Angi. So being able to message them right away has been super important in upping our conversion rates.”

What features do you like most about Hatch?

Nick enjoys the personalization and support:

Personalized, tailored messaging: “I like that we can get pretty specific with the data fields we pull in from our CRM in the message templates—like the customer’s name, the type of appointment they called us for, which rep saw them, which day, and more so that it’s really personalized. The messages don't feel like automation; they feel like they’re getting a text or email from a real person."

"The messages don't feel like automation; they feel like they’re getting a text or email from a real person."

Hatch support: “My Account Manager Nish is widely available, and whenever he isn’t, the White Glove Team has been awesome. When you’re communicating with thousands of customers, when things go wrong, they go catastrophically wrong. And we don’t have the luxury of time. So having support at the turn of every corner has been awesome.”

Charlotte finds the Hatch user interface to be great for staying organized and ensuring no conversations fall through the cracks:

Bidirectional CRM sync: “The transcripts for every conversation we have in Hatch go into the communication log for the customer in our CRM (improveit 360) which is super helpful for knowing things like who the last person was to deal with the customer or where they're at in the scheduling process.”

Multiple inboxes for organization: “Having those separate workspaces for each different department has been huge for us. We have it separated into sales appointments, service appointments, customer care, logistics, sales, and accounting. That way no one’s working on top of each other and the conversations don’t get lost in the shuffle. And it’s easy to move a customer into a different workspace."

“Having those separate workspaces for each different department has been huge for us."

Kanban-style columns: “We can label the columns in whatever way makes sense to us to see where each contact is at in the process, like 'initial messages in process,' 'appointment date given,' 'scheduled,' 'has a question,' etc., and that’s been working great for staying organized."