About Payless Kitchen & Bath

With over 40 years of experience, Payless Kitchen & Bath is a family-owned remodeling company based in Glendale, California. Originally starting as a flooring business, they have grown into one of the leading kitchen and bath remodelers in the region, serving clients within a 70-mile radius.

Their success is driven by a commitment to customer satisfaction, operational efficiency, and a results-oriented approach to lead management.

The challenge: A need for integrated & automated outreach

When Payless Kitchen & Bath transitioned to a new CRM, Lead Perfection, they needed a communication platform that could seamlessly integrate and automate their existing customer follow-up processes.

Previously, their workflows relied on separate tools for text messaging, emails, and voicemail drops, which created inefficiencies:

• Limited integration: Existing tools were not compatible with the new CRM.
• Manual workflows: Team members had to manage text follow-ups separately, resulting in slower lead engagement.
• Scalability issues: As the business grew, it became challenging to handle a high volume of leads manually.

“We already had a cadence set up with our old platform, but we needed a more robust tool that integrated with LeadPerfection,” said Tamar Barsoumian, the company’s VP of Marketing.

The solution: Hatch

After evaluating multiple platforms, including GoHighLevel, Payless Kitchen & Bath chose Hatch for its:

• Seamless integration with LeadPerfection CRM.
• Comprehensive communication capabilities, including texting, email automation, and calling.
• Pre-built templates and playbooks for quick setup and optimization.

“At the end of the day, it was about the features, cost, and the relationship we built. Hatch checked all the boxes for us,” Tamar explained.

Payless Kitchen & Bath has several campaigns with Hatch:

• Speed to lead: Quickly follow up with leads from their 9+ lead sources.
• Aged leads and open estimates: Re-engage leads that didn’t initially convert.
• Appointment confirmations: Improve the customer experience and reduce no-shows.
• Marketing campaigns: Special promotional campaigns to drive engagement.

This level of automation has enabled Payless to create a dedicated chat team solely focused on managing Hatch conversations, allowing their voice team to focus on calls.

“At the end of the day, it was about the features, cost, and the relationship we built. Hatch checked all the boxes for us.”

Results: Faster follow-up and improved performance

By centralizing and streamlining their lead management, Payless has seen the following results:

• Higher efficiency: “Hatch allows us to manage a higher volume of conversations without overwhelming our team,” says Tamar.
• Growth in demo bookings: The newly formed chat team, which used to deliver one demo a week, now consistently delivers 8-14 demos per week, with a target goal of 20 demos.
• Faster responses: With the help of automation and AI, Tamar’s human team has reduced their reply times from 33 minutes to 4 minutes – an 8x improvement.
• Improved ROI: By automating lead follow-up, Payless maximizes the value of every lead source. “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,” Tamar shares.

Ultimately, Tamar enjoys working with Hatch for several reasons:

• Support: “The Hatch team is responsive, communicative, and works with us to solve challenges together.”
• Scalability: Hatch enables Payless Kitchen & Bath to scale conversations across multiple lead sources and campaigns.
• A centralized platform: As Hatch continues to roll out new features like voice capabilities, Tamar and her team are excited about the possibility of consolidating their entire communication strategy into one platform.

“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.”

Final thoughts

For Payless Kitchen & Bath, Hatch has proven to be the communication solution they needed to grow their business. With its seamless integration with their CRM and lead sources, Hatch has enabled them to streamline and scale their lead and customer engagement strategies to drive real results.

"I would absolutely recommend Hatch,” says Tamar. "It’s our SMS and email follow-up sequencing tool, and it’s been instrumental to our success.”

"I would absolutely recommend Hatch. It’s our SMS and email follow-up sequencing tool, and it’s been instrumental to our success.”