Case Study: Interior Savings Credit Union achieves 24/7 self-service and real-time insights with Coconut Software

Interior Savings Improves CX and Efficiency With Real-Time Insights

Interior Savings Credit Union, the largest credit union in BC’s Interior serving about 72,000 members across 21 branches, needed to extend service beyond a 9–5 schedule, replace a fragmented Outlook-based scheduling process, and gain real-time insight into member journeys while integrating with their Forge digital banking redesign. To address these challenges they chose Coconut Software’s customer engagement and appointment-scheduling platform.

Coconut Software implemented a single platform for 24/7 self‑service bookings, centralized appointment management, Booking Shortcuts, and real‑time reporting. The result for Interior Savings Credit Union was a net increase in appointment bookings—with a majority booked outside business hours—higher-value engagements, streamlined workforce scheduling, and new visibility into performance by branch, service and staff that enabled targeted coaching and improved booking volume and efficiency across locations.

Interior Savings Credit Union

Paul Cockshutt

Senior Manager of Integrated Alternate Channels