Case Study: Credit Union of Southern California achieves 12% more funded loans with Coconut Software

How Credit Union of Southern California Drove 12% Loan Growth Through Appointments

Credit Union of Southern California (CU SoCal) needed a better way to manage walk-ins, calls, and appointments, since its existing process was slow, inconsistent, and often led to last-minute cancellations, no-shows, and members arriving without the right documentation. To improve the member experience and support more high-value conversations, CU SoCal turned to Coconut Software’s appointment scheduling and queue management solution.

With Coconut Software, CU SoCal centralized appointment traffic across its website, Google, call center, and in-branch interactions, while adding automated reminders and better prep for advisors and members. The results included 5,048 appointments booked in 2022, a 38% average decrease in appointment length, and a 12% increase in funded loan applications, helping the credit union convert more walk-ins into high-value appointments and improve loan growth.

Credit Union of Southern California

Aaron Young

Senior Vice President of Branch Operations and Retail Banking