The challenge

Reliable Power Systems, part of the TurnPoint Services family, specializes in generator sales and services. They needed a streamlined system to handle leads, improve response times, and maximize conversion rates.

They were using Hatch to automate outreach to their digital leads, but handling leads from retail partnerships like Home Depot and Costco was still a cumbersome process. Leads had to be manually pulled from emails, entered into multiple systems, and followed up on manually. With operations spanning 28 Home Depot locations, this process was not only time-consuming – taking up to eight minutes per lead – but also left room for errors and inconsistent messaging.

As Home Depot prioritizes speed to lead, it was important for Reliable Power to be able to automate lead management and ensure lightning-fast follow-ups to maintain competitive performance metrics.

The solution

With the Hatch and WinGen integration, Reliable Power was able to transform their retail lead management process. WinGen seamlessly connects Home Depot and Costco leads to Reliable Power’s Hatch and ServiceTitan instances. Hatch then automates communication with leads through personalized text messages, emails, and voicemail drops within seconds of a lead entering the system.

As mentioned above, Reliable Power uses Hatch to automate outreach for every lead source, since Hatch offers native integrations with most digital lead sources. However, integrating with Home Depot and Costco is only possible with WinGen.

Reliable Power also uses Hatch for more than just speed to lead. In fact, they have trigger campaigns set up for every other touchpoint after that in order to maximize conversion and the lifetime value of their leads. This includes post-estimate follow-up, appointment confirmations, post-install referral requests, membership renewal campaigns, and more—as well as campaigns to re-engage aged leads or canceled appointments. 

Results and benefits

1. Increased efficiency
   • The manual lead entry process, which previously took up to eight minutes per lead, is now completed in just 30 seconds. That’s 94% faster.
   • Leads are automatically pushed into ServiceTitan and Hatch campaigns, eliminating manual data entry and ensuring timely follow-ups.
     
     
2. Faster speed to lead
   • Home Depot leads now receive a personalized text or email within 30 seconds of entering the system. This fast response time not only satisfies Home Depot’s strict speed-to-lead requirements but also improves Reliable Power’s competitive edge.
     
     
3. Higher booking rates
   • The integration has at least doubled or tripled Reliable Power’s booking rate for retail leads, with a significant impact on overall conversions.
     
     
4. Enhanced revenue generation
   • Hatch’s follow-up campaigns have added 10-15% to the close rate on unclosed estimates, capturing an additional 20-25 sales monthly from unsold leads.
   • Cross-selling campaigns have generated nearly $100,000 in upsell revenue in just four months.
     
     
5. Customer engagement across the journey
   • Hatch powers campaigns for appointment confirmations, post-sale thank-you messages, referrals, expiring membership renewals, and more, maximizing conversion and retention of those leads.

Streamlining lead management with WinGen and Hatch

With Hatch and WinGen, Reliable Power has not only enhanced operational efficiency but also driven significant revenue growth and improved customer satisfaction. By automating the lead outreach and nurture process, they’ve set a new standard for speed, consistency, and results in the generator sales industry.

“Without Hatch, we’d need ten more employees to achieve the same level of customer contact. The integration allows us to engage leads within 30 seconds and book more appointments, doubling or even tripling our booking rate,” says Brian Duncan, Sales Director at Reliable Power.

"The integration allows us to engage leads within 30 seconds and book more appointments, doubling or even tripling our booking rate."