About Apex

Apex Service Partners is a national leader in home services, known for empowering local brands with the resources and support they need to scale without losing their identity. With a strong focus on people, performance, and long-term partnerships, Apex has built a reputation for operational excellence across HVAC, plumbing, and electrical trades.

How Apex is using Hatch 

As mentioned, Apex was using traditional Hatch automation, and then added on conversational AI to amplify their success. 

💬 Targeted outreach at key touchpoints

Apex brands have been using traditional Hatch to automate best practice outreach for:

• Speed to lead
• Estimate follow-up
• Canceled appointment follow-up
• Aged lead nurture
• Cross selling
• Memberships
• Referrals
• Promotions

This automation is made possible through Hatch’s native integration with Apex’s lead sources and CRM; and the best practice refers to reaching out to every opportunity, using multiple channels (text, email, voicemail), over a multiple-day sequence.

As a result, Apex brands see the 4x higher response rates typical of Hatch customers, without doing any of the work.

🤖 AI CSRs to field responses

With traditional Hatch, as soon as a contact responds to automated outreach, a human rep will jump in and conduct the conversation.

With Hatch AI, a conversational AI agent jumps in and handles the initial exchange, answering questions and asking questions to gather information and qualify them. 

From there, the AI agent will part ways with the unqualified leads and hand the qualified leads off to humans to either finalize the booking or handle more nuanced conversations.

This way, humans are interfacing only with the highest intent contacts and saving time by not having to do the perfunctory, but essential, stage of the conversation.

Benefits and results

➡️ 20% more revenue each month

Zac Sinclair, VP of Sales for Apex’s southeast region, explains that with the AI taking care of those stage I interactions, his reps have time to sell more.

“The bot is getting rid of all the unqualified contacts for her, so she doesn’t have to sit there and put in our canned responses. That frees up an hour a day for her, which is about 20 hours a month, which equates to making about $50,000 more in revenue each month, even in shoulder season. That’s 20% more each month because she’s able to take that time and actually sell jobs rather than dealing with people who aren’t interested or qualified.”

➡️ Alleviating administrative burdens

In addition to handling basic interactions, the bot also saves time with the backend administrative work within Hatch.

“The bot clears out the smaller, menial tasks that my agents were having to do. It’s very smart. It knows to push things into the sales category, so the agent knows to hit those next. So again, it’s freeing up time so my agents can do more money calls and close deals.”

"It’s freeing up time so my agents can do more money calls and close deals.”

Favorite features

➡️ Rapid learning and improvement

The bot isn’t just handling tasks — it’s also learning and evolving to better support the team.

“The coolest thing has been to see just how quickly it's learning and how much better it keeps getting. Like the bot mimics my agent, saying things that she would have said herself, coming from a place of empathy to help get these jobs on the line. It’s been fascinating.”

➡️ Innovative training tool

Finally, their AI agent has become a resource for improving human sales scripts and processes.

“The other fascinating thing is that as the bot’s learning, it's giving some really good responses that we've actually taken and started using ourselves.”

➡️ Responsive support

Zac’s team has also appreciated the dedicated support and responsiveness of Hatch’s team.

“The support team has been fantastic and very fast with dealing with anything that ends up popping up. Because there are little things that do happen. But Nish and his team have been on it and on it very quickly.”

“As the bot’s learning, it's giving some really good responses that we've actually taken and started using ourselves.”

Looking ahead

Apex sees Hatch AI as more than just a tool for automating conversations—it’s an evolving partner that’s transforming the way their team connects with customers. As the AI continues to learn and adapt, it’s not only freeing up time for their reps but also raising the bar for how they engage with leads and improve sales processes.

"Just to see it 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.”

Zac and his team are confident that the power of AI is only getting started. With every interaction, Hatch AI is refining its approach, helping Apex brands deliver an even more human, empathetic experience—one that’s backed by data, speed, and a deep understanding of customer intent. It’s an exciting new chapter for Apex’s sales operations, and the team can’t wait to see what’s next.