About Crown Roofing and Waterproofing
Crown Roofing and Waterproofing is a leader in commercial and residential roofing in the Southeast, serving Florida.
For this success story, we sat down with Rowdy Bolling, Vice President of Sales and Marketing. We'll start with their challenges prior to Hatch, then zoom in on their use cases and results, and finish with some of their favorite features.
The problem
Before implementing Hatch, Crown Roofing was manually texting and emailing leads from Salesforce. Like many CRMs, Salesforce could automate reminders for these communications, but could not carry out the kind of multi-channel, multi-day outreach sequences needed to consistently convert leads.
In addition, they were relying on an expensive third-party call center to handle after-hours inquiries. The call center primarily gathered basic customer information with no automation, no follow-up, and limited scalability, resulting in lost opportunities.
"Prior to Hatch, we weren't using AI. It was call center after hours where the caller would call in, and the root call receiver would do the exact same thing that Hatch is doing."
The solution
Crown is now using Hatch to automate communication across all core use cases: Voice AI for inbound call answering, and SMS/email for instant lead response and follow-up.
Inbound call answering after hours
Crown turned to Hatch Voice AI to manage after-hours calls and automate lead response. When a call comes in, their Voice AI agent answers, collects key information, then delivers the call transcript and summary to the customer service team to review when they're back on.
"Hatch automatically pulls information from phone calls, summarizes it in an email, and sends it to my customer service team first thing in the morning. It's seamless and saves us hours every week."
Instant lead response and follow-up
For inbound leads that don't come in via phone, those leads are instantly synced from Salesforce to Hatch, triggering immediate outreach across SMS, email, and voicemail drop.
"Within seconds, a lead gets an email, a phone call, and a voicemail drop too, which has been incredible."
Beyond speed-to-lead response, Hatch automates follow-ups across every stage of the customer journey, ensuring no opportunity slips through the cracks.
Current use cases include:
- Estimate follow-up: Personalized, timely outreach to increase close rates
- Nurture: Outreach to canceled appointments and aged estimates to win back opportunities
- Customer care: Gathering reviews, requesting referrals, and cross-selling to solidify the customer experience and increase revenue
For each use case, Hatch's AI agent stays persistent across channels and days until the customer responds, without the team having to chase leads manually. When a customer does respond, the agent handles the conversation and escalates to a human only when needed.
The results
Since implementing Hatch AI across voice, SMS, and email, Crown Roofing has seen major cost savings by eliminating their call center, faster response times, improved lead management, and meaningful revenue growth.
In just 60 days, the company attributed $365,000 in sales directly to Hatch, with response rates skyrocketing and opt-out rates staying below 1%.
"Within implementing Hatch, our response rate has skyrocketed — with an opt-out percentage below 1%. We've been able to give it that humanistic feel with automated texting, phone calls, and voicemail pushes."
Favorite features
- Performance tracking — "The reporting in Hatch is phenomenal. I'm coming from an economics background, so I'm definitely a numbers nerd. Over the last 90 days, I've seen 200,000 touch points, 115,000 emails, and 100,000 texts. That's insane."
- Attribution and ROI tracking — "In the last 60 days, we could directly attribute $365,000 in sales to Hatch. That helps me go to leadership and say, 'Here's our ROI.' We're seeing 100X ROI on this, thanks to the reporting Hatch offers right out of the box."
- Instant transcript delivery — "Hatch automatically pulls information from phone calls, summarizes it in an email, and sends it to my customer service team first thing in the morning. It's seamless and saves us hours every week."
- AI that asks the questions humans miss — "Our customers are extremely price-sensitive, and one question our team has trouble asking is, 'What's your best price?' Voice AI is asking those hard questions — and we're closing $50,000 jobs that would otherwise have been lost."
- Quick implementation and stellar support — "Customer success at Hatch is second to none. Even if it was a tedious request, Hatch was quick to act and pull in technical support where we needed it. Very quick, very seamless."
The bottom line
For Crown Roofing and Waterproofing, Hatch has become an essential tool for automating communication without losing the human touch.
"Our Voice AI agent is asking the questions that we don't, and we're closing deals from it."
