Case Study: Coastal Community Credit Union achieves a streamlined member journey and efficient online appointment booking with Coconut Software

Coastal Community Credit Union Streamlines their Member Journey

Coastal Community Credit Union (CCCU), the largest financial services organization on Vancouver Island and the Gulf Islands, needed to modernize a labor‑intensive, inconsistent appointment booking process, gain visibility into staff and branch performance, and add clear calls to action ahead of a new website launch. To solve this, CCCU partnered with Coconut Software and evaluated its customer engagement platform, including Appointment Scheduling, Lobby & Visitor Management, Callback and Insights.

Coconut Software delivered a phased rollout—starting with online appointment scheduling for lending reps, then lobby queuing and callback functionality, alongside analytics—giving members 24/7 self‑service booking and staff real‑time queue and performance data. The implementation reduced back‑and‑forth scheduling, improved workforce planning and staff adoption, and supported high call volumes (over 13,000 callback calls handled from April 1 to June 30, 2020); Coconut Software’s Insights also provided actionable metrics to lower no‑shows and optimize staffing.

Coastal Community Credit Union

Darryl King

Solutions Delivery Manager