About Apex Service Partners
Apex Service Partners is a national leader in home services, empowering local brands with the resources and support they need to scale while maintaining their identity. Apex operates across HVAC, plumbing, and electrical services with a focus on long-term partnerships and operational excellence.
How Apex uses Hatch automation
Apex brands use Hatch automation to run best-practice outreach across the customer lifecycle, including:
- Speed to lead
- Estimate follow-up
- Canceled appointment follow-up
- Aged lead nurture
- Cross-sell and upsell campaigns
- Memberships, referrals, and promotions
Hatch's native integrations allow Apex brands to reach every opportunity using multi-channel outreach (text, email, voicemail) across multi-day sequences.
As a result, Apex brands see 4X higher response rates than typical Hatch customers, without additional manual work.
How Apex uses Hatch AI
With Hatch AI enabled, Apex added a conversational layer on top of their automation.
AI as the "Stage 1" CSR
- AI agents respond instantly when customers reply
- Handle qualifying questions and basic information gathering
- Disengage from unqualified leads
- Hand off qualified leads to human reps for booking and nuanced conversations
This allows human reps to focus on high-intent conversations rather than repetitive qualification tasks.
The results
Faster in-conversation response times
Once a customer replies, Hatch AI responds within seconds, keeping conversations alive and moving.
- First reply time improved from ~70 minutes to under 1 minute
- Prevents conversations from stalling
- Improves customer experience and booking rates
Dramatically higher set rates
Across Apex brands:
- Whipple: 8.5X set rate increase (2% to 17%)
- Gene Johnson: 3.5X set rate increase (4% to 14%)
These gains came from combining Hatch automation with AI-driven conversation handling.
20% more revenue per month
With AI handling early-stage interactions, sales reps reclaimed significant selling time.
"The bot is getting rid of all the unqualified contacts for us, so we don't have to sit there and put in our canned responses."
- ~20 hours per week freed up per rep
- Translates to ~$50,000 more in revenue each month
- Overall 20% increase in monthly revenue, even during shoulder season
"We're now bringing in 20% more revenue per month, even during shoulder season, because we have more time to sell."
Time and cost savings
In just one month, Hatch AI:
- 1,277 conversations handled
- 135 unqualified leads filtered out
- 380 hours saved (approximately 95 hours per week)
- $113,000 saved per year compared to staffing or third-party services
Favorite features
- Reduced administrative burden — AI clears smaller, repetitive tasks and routes qualified conversations appropriately, freeing reps to focus on revenue-driving calls.
- Rapid learning and improvement — AI agents continuously learn from conversations and improve tone, empathy, and effectiveness. "The bot mimics my agent, saying things that she would have said herself, coming from a place of empathy."
- AI as a training tool — AI-generated responses have been reused to improve human scripts and processes.
- Responsive support — Apex highlighted Hatch's responsive support team and hands-on account management.
What's next
Apex sees Hatch AI as an evolving partner in customer communication — not just automation, but an adaptive system that improves over time.
"Just to see our AI CSR grow and what it's done in the last ten months, I'm really curious to see what it's going to be able to do in the future."
