Customer Story: Hatch

Challenge

When Adam Jacox joined Hatch as VP of Engineering, part of his role was ensuring their platform could scale to handle continued growth. Integrations stood out as an obvious bottleneck.

Hatch's platform relies heavily on data ingested from customers' CRMs and lead source solutions to build out marketing campaigns. The team had been coding bespoke integrations to meet each customer's needs.

Maintaining all of those custom-built integrations was unmanageable. The integrations weren't reliable, and customers reported frequent problems. The team was spending 30-40% of their engineering capacity on integrations and still not keeping up.

Solution

Adam wanted a solution that would allow Hatch to deliver integrations without having to build everything from the ground up.

"I wanted to approach it from the mindset of 'let's focus on our core product, what makes Hatch really special, and then let's try and outsource all the things that we don't need to do.' And I believed one of those things could be integrations," he said.

He and his engineering leaders compiled a list of embedded iPaaS solutions and began building proof of concept integrations.

"One of the things that really set Prismatic apart from the competition was the ground up focus on embedded iPaaS," said Adam.

They also liked Prismatic's dev-first approach, which gave them more control and flexibility. Their engineers could still write code when needed or build custom connectors to integrate with industry-specific apps like home services CRMs.

After selecting Prismatic, the team got to work moving their legacy integrations to Prismatic, this time as productized, configuration-driven integrations that could be reused across many customers. Then they embedded Prismatic's integration marketplace in the Hatch app so customers could self-serve.

Results

When Hatch launched their integration marketplace and updated integrations, they saw an immediate improvement in reliability.

Customers were excited that they could now configure and self-activate their integrations in the embedded marketplace. This was faster and more accurate than waiting for the Hatch team to do the setup.

New customers now set up their own integrations during onboarding. This lets them configure their integrations to match their own needs, which means the marketing campaigns they run in Hatch using integration data are more successful. Days to onboard has decreased significantly.

Prismatic's management console gives the Hatch team – and their customers – better visibility into the data flowing through the integrations.

All of this has led to fewer support tickets, fewer bug tickets, and increased customer satisfaction. Adam added, "That has contributed to a better experience for our customers, which ultimately I believe helps Hatch retain those customers for longer."

The team has built around a dozen integrations on Prismatic and plans to build more in the coming months. They can now build integrations faster, and Prismatic has offloaded maintenance and scalability concerns. "That has allowed us to then have engineers focus on other areas of the business, which we believe can deliver even more value," said Adam.