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 

What problem were you initially looking to solve with Hatch?

Luxury Bath NJPA’s two biggest pain points were in the areas of lead outreach and appointment confirmations. Here’s the quick breakdown:

Lead outreach:

• Manual, phone-only lead outreach process 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 appointment confirmation 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."

“Nobody answers the phone. So the idea of connecting with people instantaneously via text message appealed to us.” - Stephanie

How did you implement Hatch as your solution?

Automated outreach

Luxury Bath NJPA implemented Hatch, which natively integrates with your 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, and the campaign continues tastefully following up in subsequent days until the contact replies.

The team started with outreach campaigns for lead aggregator leads, but then expanded out to additional lead sources and then to additional campaigns across the customer journey. 

So their current campaigns include:

• 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)

With Messaging AI agents to handle responses

When customers reply to this outreach (which is often, as it is best practice outreach), Luxury Bath’s Messaging AI agent handles the responses over SMS or email — whichever channel the customer responded back on— conversing with the contact to qualify them, answer questions, book their appointment, and transfer to a human rep when needed.

And Voice AI agents to answer inbound calls

In addition, Luxury Bath 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 agent help to 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

Results with Hatch

After implementing Hatch automation and AI to streamline communication throughout the customer journey, Luxury Bath NJPA has seen results across the board:

Contact and set rates

• Contact rate on lead aggregator leads increased from 8–10% to 20%
  “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)
  
  
• Overall set rate doubled, from 25% to 52%
  “This is also with the help of an autodialer and switching CRMs, but Hatch has played a major role in this increase.” (Ross)

Revenue

• $421,000 in the last seven days alone
  “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! This July has been the best sales month in our company’s history.” (Stephanie)

•  $4M in the last seven months
  “Hatch has influenced $8M in revenue in the last five years, but what’s more impressive is that $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)
  “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)

• Unconfirmed rate dropped: from 8% to 6%
  “Unconfirmed appointments used to be the bane of our existence. It was frustrating to put in all that effort to get something on the board, only to have it go unconfirmed. So Hatch has been huge for helping us get those appointments issued.” (Ross)

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
  “We’ve been overbooked for 3 weeks straight, which has never happened in my five years here.” (Ross)

• Appointment confirming Voice AI bot:  In two weeks, 13 appointments confirmed  → 11 issued → 10 demoed (91% demo rate)
  “Our NSLI is $5K so 5 extra demos every week could translate to $1M more every year that we would otherwise have lost or had to recoup later on down the line.” (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 Hatch features

• Speedy AI
  Our call center staff wear so many hats, so 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, because those conversations happen so slowly that usually those leads fizzle out.”  (Ross)
  
  
• Ease of setup
  “Everybody on the Hatch team has been amazing from start to finish. I’m not a techy person and I have been able to launch and manage Hatch easily.” (Stephanie)
  
  
• Post-dated messages to schedule follow-ups in advance
  “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)

“Hannabot is better at conversing with our customers than we are.” - Ross

Ultimate value-adds

• No lead slips through the cracks—during or after hours
  With Hatch automating outreach at every touch point, and replying back instantly when a customer responds, every lead and customer gets taken care of.
  
  "No lead slips between the cracks. Every marketing dollar is followed up on.” (Stephanie)

• Driving revenue from their existing database
  Now that Ross and Stephanie have gotten speed to lead, estimate follow-up, and production campaigns fine-tuned, they’re looking to focus next on database mining campaigns.
  
  “Our database spans back several years, and there’s hundreds of thousands of dollars worth of leads in there that we already paid for.” (Ross)

• AI that supports the team and keeps the customer experience seamless 
  Even with a great team in place, the call center gets overwhelmed — especially during surges or after hours. Hatch’s AI acts as a reliable safety net, stepping in to respond, confirm, and set appointments when no one else is available.
  
  “Our callers do everything — set, confirm, issue, map routes, handle service calls. But if they’re tied up, we could miss five texts in 15 minutes. With AI, we don’t. It catches those moments — and customers get a fast, helpful reply instead of waiting or getting missed entirely.” (Ross)
  
  

“No lead slips through the cracks. Every marketing dollar is followed up on.”
- Stephanie

Wrap-up

Luxury Bath NJPA has fully integrated Hatch into every aspect of their operations. From new lead response to long-term nurturing, their AI-enabled Hatch setup has:

• Dramatically increased contact and set rates
• Generated millions in incremental revenue
• Made operations far more efficient and scalable
• 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