Case Study: TCU Financial Group achieves improved contact center efficiency and member satisfaction with Coconut Software

How TCU Financial Group Elevated Their Contact Center Scheduling Process

TCU Financial Group, a Saskatchewan-based credit union with five branches, needed a more capable contact center scheduling solution as its previous scheduler couldn’t keep up with a growing online presence and expanding service channels. They chose Coconut Software to provide a contact-center-focused scheduling platform, including the Coconut Day View appointment-management tools, to better connect members with account managers and wealth advisors across locations and services.

Coconut Software implemented real-time schedule views, service-based booking restrictions, appointment notes, client-log search and automated email reminders so contact center staff can quickly find availability, route paperwork, and book the appropriate advisor. As a result, TCU Financial Group reports greatly increased contact-center efficiency and member satisfaction through faster, more accurate bookings, reduced routing delays, and more personalized appointments.

TCU Financial Group

Ellen Crowder

MemberLine Supervisor