About Luxury Bath NJPA
Luxury Bath NJPA is a leading home remodeling company serving New Jersey and Pennsylvania, specializing in high-quality bath and shower renovations. For this success story, we interviewed:
- Stephanie Bradley — Marketing Director
- Ross Manuele — Assistant Call Center Manager & Technical Lead
The problem
Luxury Bath NJPA's two biggest pain points were in lead outreach and appointment confirmations.
Lead outreach:
- Manual, phone-only lead outreach was causing low contact and set rates
- Heavy reliance on lead aggregators, which generated competitive and harder-to-set leads
- Phone calls were often being marked as spam
"There was so much room for growth as far as contact rate, especially with lead aggregator leads, which are so competitive." (Stephanie)
Appointment confirmations:
- Manual appointment confirmation process taking two hours daily
- High unconfirm rate due to customers returning calls or texts after hours
"Unconfirms were the bane of our existence. To work so hard to get an appointment on the board, only to not be able to send it out, was incredibly frustrating." (Stephanie)
"Nobody answers the phone. So the idea of connecting with people instantaneously via text message appealed to us." — Stephanie
The solution
Automated outreach
Luxury Bath NJPA implemented Hatch, which natively integrates with lead sources and CRM so you can create outreach triggers across the customer journey. Once a customer meets that trigger criteria, they automatically receive a text, email, and/or ringless voicemail, with tasteful follow-ups in subsequent days until the contact replies.
The team started with outreach campaigns for lead aggregator leads, then expanded to additional lead sources and campaigns across the customer journey:
- Speed to lead: for leads from lead aggregators, their website, events, radio ads, and PPC ads
- Estimate follow-up
- Aged lead nurture/database mining
- Production, scheduling, and appointment confirmations
- Revisit and rehash campaigns
- Recruiting
"The second a lead hits our system, they're getting a text message, a voicemail drop, and an email, which is a huge help." (Ross)
Messaging AI agents to handle responses
When customers reply to outreach, Luxury Bath's Messaging AI agent handles the responses over SMS or email, conversing with the contact to qualify them, answer questions, book their appointment, and transfer to a human rep when needed.
Voice AI agents to answer inbound calls
Luxury Bath also has a Voice AI agent that answers inbound calls from customers, whether to book or confirm an upcoming appointment. Both the messaging and voice AI agents help alleviate burdens on their contact center and ensure conversations don't slip through the cracks.
"Our staff can only handle so many calls. Having the Voice AI as our backup has been phenomenal." — Ross
The results
After implementing Hatch automation and AI across the customer journey, Luxury Bath NJPA saw results across the board.
Contact and set rates
- Contact rate on lead aggregator leads increased from 8–10% to 20%
- Overall set rate doubled, from 25% to 52%
"We really struggled with getting in touch with lead aggregator leads, they're our most competitive leads, so being able to instantly outreach them has been huge." (Stephanie)
Revenue
- $421,000 in the last seven days alone
- $4M in the last seven months
"We have had exponential growth. We used to be able to count our closes from the week on one hand, now there are too many to count!" (Stephanie)
"Hatch has influenced $8M in revenue in the last five years, but $4M of that has come in the last seven months. That's one of our favorite things about Hatch — that they're always adding new features and functionality to keep adding value." (Ross)
Appointment confirmation gains
- 75% decrease in time spent on appointment confirmations (from 2 hours to 30 mins)
- Unconfirmed rate dropped from 8% to 6%
"We used to have to call, leave the voice message, implement into Hatch, send the text message, and so on and so forth. Now it happens automatically and if someone calls back to confirm, Voice AI handles it." (Stephanie)
AI-specific results
- SMS AI bot: 10 extra sets in 7 days
- Appointment setting Voice AI bot: In two weeks, 11 appointments set, 4 issued, 3 demoed, $60K in sales
- Appointment confirming Voice AI bot: In two weeks, 13 appointments confirmed → 11 issued → 10 demoed (91% demo rate)
"We've been overbooked for 3 weeks straight, which has never happened in my five years here." (Ross)
"Hatch has been vital in our ability to grow as a company. It's not just helped us scale, but uncovered opportunities we would have missed." — Ross
Favorite features
- Speedy AI — "When customers respond to our automated messages, we're not always able to reply back right away. So the AI agent as that layer that can respond back immediately is game-changing." (Ross)
- Personable AI — "Our AI bot Hannah is better at conversing with customers than we are. She makes jokes, refers back to previous conversations, and is just really personalized. Customers ask for Hannah all the time." (Ross)
- Persistent AI — "Hannah is really good at staying on top of the customer but in a respectful way. She even booked an appointment over email the other day, which is almost unheard of." (Ross)
- Ease of setup — "I'm not a techy person and I have been able to launch and manage Hatch easily." (Stephanie)
- Post-dated messages — "Someone asks us to reach back out, but how quickly do we forget, right? That post-dated message loops right around and it's also really helpful for getting cancellations right back on the board." (Stephanie)
- Saved responses — "This feature has been great for training and onboarding our staff. Basically, if you can text, you can set." (Stephanie)
The bottom line
Luxury Bath NJPA has fully integrated Hatch into every aspect of their operations. From new lead response to long-term nurturing, their AI-enabled setup has dramatically increased contact and set rates, generated millions in incremental revenue, made operations far more efficient, and given staff more time for high-value work.
"We are in the midst of our largest growth we've experienced… and we're going to need this platform." — Stephanie
