About Payless Kitchen & Bath
Payless Kitchen & Bath is a family-owned remodeling company based in Glendale, California. With over 40 years of experience, the company has grown from a flooring business into one of the region's leading kitchen and bath remodelers, serving customers within a 70-mile radius.
The challenge
A need for integrated, automated outreach
When Payless Kitchen & Bath transitioned to a new CRM (LeadPerfection), they needed a communication platform that could:
- Integrate seamlessly with the new CRM
- Centralize SMS, email, and calling
- Automate follow-up without sacrificing personalization
- Scale as lead volume increased
Previously, outreach relied on disconnected tools for texting, email, and voicemail drops — leading to inefficiencies and slower engagement.
"We already had a cadence set up with our old platform, but we needed a more robust tool that integrated with LeadPerfection." — Tamar Barsoumian, VP of Marketing
The solution: Hatch
After evaluating several platforms, Payless Kitchen & Bath chose Hatch for three core reasons:
- Native integration with LeadPerfection
- Comprehensive communication capabilities (text, email, calling)
- Pre-built templates and playbooks for fast deployment
"At the end of the day, it was about the features, cost, and the relationship we built. Hatch checked all the boxes for us."
How Payless uses Hatch
Speed to lead
Immediate follow-up for leads from 9+ lead sources, ensuring prospects are contacted while intent is highest.
Aged leads & open estimates
Automated re-engagement campaigns help revive stalled opportunities and increase conversion without increasing ad spend.
Appointment confirmations
Automated confirmations and reminders reduce no-shows and improve overall efficiency.
Marketing campaigns
Promotional campaigns and ongoing outreach drive incremental engagement and demos.
Hatch automation allowed Payless to form a dedicated chat team focused entirely on managing Hatch conversations — freeing the voice team to focus on calls.
Results
Faster follow-up & higher efficiency
- Reply times reduced from 33 minutes → ~4 minutes
- 8X improvement in response speed
More demos booked
- Previously: ~1 demo per week
- Now: 8–14 demos per week
- Up to 20 demos per month driven by Hatch workflows
"Hatch allows us to manage a higher volume of conversations without overwhelming our team."
Improved ROI from existing leads
By implementing the right follow-up cadence, lead waste decreased, conversion efficiency improved, and marketing ROI increased.
"The strategy of implementing the right cadence for follow-up is what gets us the ROI, and Hatch is the best tool to make that strategy happen."
Why Hatch works for Payless
- Responsive support: Fast, reliable help from the Hatch team
- Scalability: Ability to manage growing lead volume across many sources
- Centralized platform: One place to run all customer communication
- Future-ready: Voice capabilities and continued product expansion
Final thoughts
"I would absolutely recommend Hatch. It's our SMS and email follow-up sequencing tool, and it's been instrumental to our success."
