Case Study: Kawartha Credit Union improves member experience and reduces appointment no-shows with Coconut Software

How Kawartha Credit Union Ramped Up Member Service and Curbed Cancellations

Kawartha Credit Union, a Canadian financial institution with a 22-branch network, wanted to reduce missed appointments, avoid location mix-ups, and gain better visibility into member visit patterns. Working with Coconut Software, the credit union adopted an appointment scheduling and queue management platform to give members and staff a simpler, more reliable booking experience.

With Coconut Software, Kawartha Credit Union improved appointment completion, reduced cancellations and no-shows, and gained analytics on traffic, appointment types, popular services, and staff engagement. The data also helped the credit union make operational changes, including extending branch hours, hiring an additional advisor at a busy location, and converting one branch to cashless so it could focus more on advisory services.

Kawartha Credit Union

Martin Harris

Senior Manager of Retail Delivery