Question 1

What is Arch AI?

Accepted Answer

Arch is AI-powered marketing software for HVAC, plumbing, electrical, and drain contractors. It connects to ServiceTitan, identifies customers at risk of churning, surfaces high-intent prospects using property data and permits, and automatically runs personalized email and direct mail campaigns. No agencies or additional headcount required.

Question 2

How does Arch integrate with ServiceTitan?

Accepted Answer

Arch has a native integration with ServiceTitan via the Arch App in the ServiceTitan Marketplace. Customer data stays in sync, attribution is accurate, and campaign performance flows back into ServiceTitan automatically.

Question 3

What types of contractors use Arch?

Accepted Answer

Arch is purpose-built for HVAC, plumbing, electrical, and drain contractors who use ServiceTitan. It serves individual brands, PE-backed platforms with multiple locations, and PE investors evaluating portfolio companies.

Question 4

How does Arch find new leads for HVAC contractors?

Accepted Answer

Arch's AI-Lead Discovery scans your entire service territory, analyzes your existing customer base to build an Ideal Customer Profile, then layers in external data including permits, real estate transactions, and property records to score every home for purchase propensity. Direct mail campaigns automatically target the highest-scoring prospects.

Question 5

How does Arch reduce customer churn for home services contractors?

Accepted Answer

Arch detects early churn signals in ServiceTitan data—declining service frequency, missed appointments, lapsed memberships—then automatically enrolls at-risk customers in retention campaigns via email and direct mail. The average HVAC contractor loses 36% of customers annually; the best lose just 8%. Arch helps close that gap.

Question 6

What is holdout testing in marketing?

Accepted Answer

Holdout testing is a marketing attribution method that proves true campaign incrementality. A statistically matched portion of the target audience (typically 5-10%) is held out and receives no marketing. After the campaign, revenue from the campaign group versus holdout group is compared. The difference is the true incremental lift. Arch includes built-in holdout testing with statistical significance calculations.

Question 7

What is the Month-13 churn cliff?

Accepted Answer

The Month-13 cliff is a churn phenomenon in home services where customer loss spikes dramatically 13 months after initial service. It occurs because maintenance agreements renew annually, creating a natural decision point, and because competitors target customers approaching their service anniversaries. Arch detects customers approaching their Month-13 window and triggers retention campaigns proactively.

Question 8

What is the average customer churn rate for HVAC contractors?

Accepted Answer

According to the Arch Revenue Leakage Index, the median annual customer churn rate for HVAC contractors is 36%. The 75th percentile is 58%. Best-in-class HVAC contractors achieve churn rates around 8%. For plumbing contractors, median churn is 50% with a 75th percentile of 59%.

Question 9

Is Arch better than ServiceTitan Marketing Pro?

Accepted Answer

Arch and ServiceTitan Marketing Pro serve different functions. Marketing Pro is a campaign execution tool for customers already in ServiceTitan. Arch is a revenue intelligence layer that identifies which customers are at risk of churning, which homes in your territory should be targeted next, and proves campaign ROI with holdout testing. Arch layers in external data like permits and property records that Marketing Pro doesn't access.

Question 10

What ROI can HVAC contractors expect from Arch?

Accepted Answer

In the Pacific Heating & Cooling case study, Arch generated approximately $138,000 in revenue from a $12,000 direct mail investment in 36 days, achieving roughly 11x ROI. Results vary by business size, market, and campaign type.

Stop Losing Customers.
Start Finding New Ones.

Long-Tenure, Mid-Age Homes

Create Targeted Campaign

Long-Tenure, Mid-Age Homes

Create Targeted Campaign

What Arch Does

AI-Lead Discovery

Catch Customers Before They Leave

Turn Service Calls into Upsells

Revive Leads That Went Cold

What Our Customers Say

Stop Losing Customers.Start Finding New Ones.

Long-Tenure, Mid-Age Homes

Create Targeted Campaign

Long-Tenure, Mid-Age Homes

Create Targeted Campaign

What Arch Does

AI-Lead Discovery

Catch Customers Before They Leave

Turn Service Calls into Upsells

Revive Leads That Went Cold

What Our Customers Say

Stop Losing Customers.
Start Finding New Ones.