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.
Regarding 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)
Regarding 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)
The solution
Luxury Bath NJPA implemented Hatch, which natively integrates with their lead sources and CRM to automate communication across the customer journey. Their use cases include:
- Inbound call handling: to answer, triage, book, and escalate when needed, for all inbound call types.
- Speed to lead: to instantly outreach leads from lead aggregators, their website, events, radio ads, and PPC ads and increase set rates
- Estimate follow-up: to conduct timely and personalized follow up on estimates to increase close rates
- Lead nurture: to re-engage aged leads and estimates and improve ROI
- Customer care: appointment confirmations and updates to improve the customer experience and sit rates
- Customer recontact: To reengage past customers and increase lifetime value
- Recruiting: To streamline the job application process
The outbound campaigns above (speed to lead onward), trigger based on criteria, and a contact automatically receive sa text, email, and/or ringless voicemail, with tasteful follow-ups in subsequent days until the contact replies. When customers reply to outreach, Luxury Bath's 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.
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.
Doubled contact and set rates
- Contact rate on lead aggregator leads increased from 8–10% to 20%
- Overall set rate doubled, from 25% to 52%
- The SMS AI agent booked 10 extra sets in 7 days
- The Voice AI appointment setting agent booked 11 appointments in 2 weeks, demoing 3 of them and resulting in $60K in sales
"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)
Higher revenue
"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)
- $421,000 in the last seven days alone
- $4M in the last seven months
"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
Appointment confirmation gains
"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)
- 75% decrease in time spent on appointment confirmations (from 2 hours to 30 mins)
- Unconfirmed rate dropped from 8% to 6%
- The Voice AI appointment confirmation agent confirmed 13 appointments in two weeks, with 10 demoed for a 91% demo rate
"We've been overbooked for 3 weeks straight, which has never happened in my five years here." (Ross)
Favorite features
Stephanie and Ross are impressed with the sophistication of Hatch's AI agents, as well as the ease of using the platform.
- 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)
- An always-evolving platform: "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)
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
