About Peaden
Peaden is a leading home services company in Florida, providing HVAC, plumbing, and electrical services. Known for being data-driven and customer-first, Peaden prides itself on staying ahead of competitors through constant innovation and a relentless focus on the customer journey.
For this story, we spoke with Reyn Rogers, Director of Strategic Growth, about how Peaden uses Hatch AI across the entire organization — from the call center to dispatch — to scale growth without scaling headcount.
The problem
Peaden knew they had a capacity problem. Their call center could handle organic demand during normal hours, but after-hours and overflow calls were going unanswered — left until the next morning, if they were followed up on at all. Every missed call was a missed opportunity, and the customer experience suffered.
"We had an overflow problem. After-hours calls were left until the next morning. The customer experience was immediately impacted."
On top of that, HVAC is seasonal. When organic demand dipped, Peaden needed a way to generate outbound activity — but doing it the traditional way meant live agents, call center staffing, and a heavy lift from HR. Scaling up for slow seasons and scaling back down again wasn't sustainable.
Peaden needed a solution that could handle both sides: absorb inbound volume the call center couldn't cover, and create outbound demand when organic calls slowed down — all without adding headcount.
The solution
Peaden deployed Hatch AI as what Reyn describes as an "all-in-one solution for the top side of the funnel." Whether it's an inbound phone call, a web lead, or an outbound campaign, Hatch handles it — from answering the call to booking the appointment to dispatching the technician.
Today, Hatch touches nearly every part of the organization:
- Inbound call handling: AI answers after-hours, overflow, and all categories of inbound calls — booking requests, status checks, rescheduling, vendor calls, job applications, and spam filtering
- Speed to lead: Instant response on Google LSA and Angi leads to engage homeowners before competitors
- Estimate follow-up: Personalized follow-up on recent quotes to increase close rates
- Lead nurture: Re-engagement of aged estimates and lost opportunities, sometimes surfaced from AI call transcriptions
- Customer recontact: Membership and recurring service campaigns to drive retention and lifetime value
- Marketing blasts: Outbound campaigns during seasonal slowdowns to educate homeowners and generate demand when organic calls aren't coming in
The results
For Peaden, Hatch isn't just a tool — it's a growth engine that the executive team evaluates the same way they evaluate any marketing spend. And by that measure, it's their best-performing channel.
3x conversion on after-hours and overflow
The most immediate impact was on the calls that used to go unanswered. After deploying Hatch for after-hours and overflow call handling, Peaden tripled their conversion rate on those leads — in just a matter of months.
"We've nearly tripled our conversion rate on after-hours and overflow calls in just a matter of months."
Calls that previously sat until the next morning are now answered in real time, qualified, and booked — delivering a dramatically better customer experience and capturing revenue that was previously walking out the door.
Lowest cost of acquisition
Peaden evaluates Hatch the way they evaluate any marketing investment: does the return justify the spend? The answer has been clear. Across all of their marketing channels, Hatch consistently delivers the lowest cost of acquisition.
"We treat Hatch as a marketing spend. To date, it's been our lowest cost of acquisition."
With 30% of all revenue influenced by Hatch, an 82% Google LSA response rate, and a 73% Angi response rate, the numbers back it up.
Scale without scaling the call center
Perhaps the most strategic impact is what Hatch has done for Peaden's growth trajectory. Instead of being handcuffed by call center capacity — needing to hire, train, and manage more agents before they can grow — Peaden can scale coverage instantly.
"You can scale your company without having to scale your call center first."
Whether it's absorbing demand spikes, covering after-hours, or generating outbound during slow seasons, Hatch gives Peaden the flexibility to grow on their terms.
New revenue from recovered opportunities
Peaden has even created an entire inside sales department built around opportunities that Hatch surfaces. By reviewing AI call transcriptions, the team identifies lost opportunities and uses Hatch to re-engage those prospects through SMS — turning missed conversations into new revenue.
Favorite features
After evaluating numerous AI solutions over the years, Reyn has a clear perspective on what sets Hatch apart.
- Intuitive AI: "I've tried a lot of different AI solutions. They were very script-adherent. Hatch handles anything you can throw at it. It's very intuitive — it seems to learn and grow as we continue to use it."
- Native ServiceTitan integration: "The native integration that Hatch has with ServiceTitan is a separator in itself, eliminating a lot of manual steps for us that used to slow down the process. Hatch is able to take an opportunity and actually put it on the booking grid, create that appointment, and even dispatch it."
- Easy onboarding: "The onboarding was super easy. The software itself is very user friendly. The team walked us through every step."
The bottom line
Peaden is a company that runs on data, and by every metric that matters, Hatch delivers. From tripling conversion on calls that used to go unanswered, to influencing 30% of all revenue, to consistently being the lowest-cost acquisition channel — Hatch has become central to how Peaden grows.
"Hatch is a huge piece of our growth moving into each year."
For a data-driven company in a seasonal industry, the ability to scale coverage, generate demand, and capture every opportunity without scaling headcount isn't just convenient — it's the competitive edge that keeps Peaden a step ahead.
"If someone were vetting Hatch, the most attractive piece is the scalability — not being handcuffed by your HR department before you can scale your company."
