About Shafer Services
Shafer Services is a leading HVAC and plumbing provider in Texas, proudly serving local families for decades and known for their customer-first values.
For this success story, we spoke with Adrianne Gosselin, Director of Marketing, to understand their goals, challenges prior to Hatch, and how Voice AI has transformed their operations.
The problem
Shafer's team was juggling multiple tools for email, SMS, and voice, creating extra work for staff and a fragmented experience for customers.
They faced three main issues:
- Limited ServiceTitan integrations led to missed opportunities and lost revenue
- Campaigns ran independently, causing over-messaging and frustration
- Voicemail became a black hole — and after-hours call centers or local staffing were costly and ineffective
"Who uses voicemail anymore? No one wants to leave a voicemail. Even if they do, there's no qualifying the call or gathering job details. There's just this giant question mark of voicemail."
The solution was consolidating all customer communication into Hatch, replacing competing tools with one connected system.
The solution
Shafer uses Hatch AI agents to scale personalized communication across SMS, email, and voice.
Current use cases include:
- Inbound call answering: After-hours and overflow calls handled automatically to increase set rates and reduce call center burden
- Speed to lead: Instant responses for website, Google LSA, and HomeYou inquiries
- Estimate follow-up: Personalized, timely outreach to increase close rates
- Nurture: Re-engagement of canceled appointments and aged estimates
- Memberships & recurring services: Promotions, renewals, and reminders
- Customer care: Reviews, referrals, and cross-selling to drive LTV
Hatch consolidates channels into one system and applies targeting and suppression rules so the right message reaches the right customer at the right time.
"Hatch allows our campaigns to work together instead of collide. It's given us the tools to respond faster, connect smarter, and create a seamless experience for our customers."
A closer look at Voice AI
After-hours and overflow calls were one of Shafer's biggest pain points. With Hatch Voice AI, every call is answered immediately — even during peak times or overnight — to:
- Qualify leads: Capture caller info, urgency, and preferred callback time
- Set expectations: Clearly communicate next steps
- Disposition seamlessly: Provide CSRs with transcripts and completed bookings
Instead of starting each morning with a backlog of voicemails, CSRs review organized transcripts and step in only when needed.
"Voice AI is like a smart voicemail — conversational, lead-qualifying voicemail. Callers leave feeling confident that they're being taken care of instead of hanging up at a beep."
The results
By consolidating communication channels into Hatch, Shafer has seen meaningful operational and revenue improvements:
- 200–300 calls per month handled by Voice AI
- 90+ appointments set per month by AI
- 80% more bookings just by switching from standard voicemail to Voice AI
"Denise's appointments will always book at a higher rate than someone leaving a voicemail. It's just factual."
Morning workflows are now smoother, CSRs are more efficient, and urgent issues are prioritized automatically.
"We've seen the benefits tenfold — more booked work and a smoother morning for our CSRs."
Favorite features
- Clear ROI reporting — "I come to work and I see another 90 conversations that came in after hours — booked, booked, booked. It's nice to be able to see the reporting for how many of those calls turned into actual appointments."
- Over-messaging safeguards — "Memberships are complicated. Hatch campaigns communicate with each other so customers aren't bombarded."
- Hands-on Hatch support — "The support we've had with Hatch is wonderful. Our Account Manager Maggie has gone above and beyond to train me and work with me."
- Deep ServiceTitan integration — "We were previously using two different systems. Hatch's deeper ServiceTitan integration was a big selling point."
- Truly empathetic AI — "As an HVAC company, no one calls when they're in a good mood. What I like about Hatch's AI is that there is inflection, there is empathy, and Denise knows how to get the appropriate information while also emotionally connecting."
The bottom line
Shafer Services has transformed customer communication by adopting an AI-first strategy with Hatch. By turning missed calls into conversations and conversations into bookings, Shafer now delivers faster response times, better customer experiences, and measurable revenue growth.
"What I like about Hatch's Voice AI is there is inflection, there is empathy — I'm really pleased."
