Case Study: Interior Savings Credit Union achieves rapid pandemic pivot to safe, appointment-based service with Coconut Software

Interior Savings Pivots Overnight to Handle Pandemic Challenges

Interior Savings Credit Union, the largest credit union in the interior of British Columbia serving ~72,000 members, faced an immediate pandemic challenge: keep members and staff safe while continuing essential services. To do this they partnered with Coconut Software, using Coconut’s appointment scheduling and Contact Center capabilities to quickly move from walk‑ins to appointment‑only and virtual/phone engagements.

Using Coconut Software’s centralized system, Interior Savings converted all in‑branch appointments to phone appointments in about two hours, quickly adjusted hours, notifications and service types, and rolled out a phased reopening without burdening branch managers. The solution reduced branch traffic, increased appointment adherence (more cancellations/rebookings instead of no‑shows), supported remote staff, and enabled scalable rollout to other business units — delivering faster response times and an improved member experience.

Interior Savings Credit Union

Paul Cockshutt

Senior Manager of Integrated Alternate Channels