Case Study: Credit Union of Southern California achieves 12% loan growth with Coconut Software

Credit Union of Southern California boosts funded loan applications by 12% with Coconut Software

The Credit Union of Southern California (CU SoCal) faced a challenge in managing member interactions, as they lacked a reliable system to book or track walk-ins, phone calls, and appointments. This led to inefficient meetings, last-minute cancellations, and a low loan application close rate. To offer a more convenient and prepared experience for their members, CU SoCal sought a unified platform and chose to implement Coconut Software's Appointment Scheduling and Queue Management solution.

By implementing Coconut Software's platform, CU SoCal centralized its communications channels, enabling self-serve bookings and automated reminders. This solution prepared both members and advisors for high-value conversations, leading to more efficient appointments. The results included a 12% increase in funded loan applications, a 38% decrease in appointment length, and an overall improved member experience by effectively turning walk-ins into scheduled appointments.

Credit Union of Southern California