About Crown Roofing

Crown Roofing and Waterproofing is a leader in commercial and residential roofing across the Southeast.

For this success story, we sat down with Rowdy Boling, Vice President of Sales and Marketing. We’ll start with their challenges prior to Hatch, then zoom in on their use cases and results, then finish off with some of their favorite features.

The challenge

Before implementing Hatch, Crown Roofing and Waterproofing was manually texting and emailing their 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 — name, phone number, email, and issue — with no automation, no follow-up, and limited scalability, resulting in lost opportunities.

“Prior to Hatch, we weren’t using AI. It was all 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.”

How Crown Roofing and Waterproofing uses Hatch every day

Crown is now using Hatch to automate communication across all of Hatch’s core use-cases: Voice AI for inbound call answering, and SMS/email AI 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 transcript and summary to the customer service team to review when they log 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—like website form fills or other digital sources—those leads are instantly synced from Salesforce to Hatch, triggering an immediate outreach sequence using SMS, email, and ringless 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 for every key stage across the customer journey, ensuring no opportunity slips through the cracks. Their 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 experience and increase revenue streams.

For each of these use cases, their Hatch AI agent will keep reaching out to the contact tastefully across multiple channels and days, until the customer responds—which increases response rates without the team having to chase leads manually. And when the customer responds, the agent seamlessly handles the conversation and does the heavy lifting—escalating to a human only when needed.

Results and benefits

Since implementing Hatch AI across voice, SMS, and email, Crown Roofing and Waterproofing has seen major cost savings by eliminating their call center, and experienced revenue growth driven by faster response times and improved lead management. In just 60 days, the company attributed $365,000 in sales directly to Hatch, with a response rate that skyrocketed and an opt-out rate below 1%.

“With 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.”

Some favorite features

1. 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 sent 200,000 touch points, 115,000 emails, and 100,000 texts. That’s insane.”

2. 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.”

3. Instant transcript delivery (with a summary)

“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.”

4. 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? How do we meet it? Let’s talk a bit further.’ 

Voice AI is asking those hard questions and we’re closing on $50,000 jobs that we wouldn’t otherwise have won.” 

5. 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 — now it’s fully operational, no hiccups.”

"Our Voice AI agent is asking the questions that we don't, and we're closing deals from it."

Bottom line

For Crown Roofing and Waterproofing, Hatch has become an essential tool for automating communication without losing the human touch. As Rowdy sums it up:

“It’s a great tool for what we use — gives you great insight, it’s quick, it’s easy to use, and the team’s phenomenal.”