Case Study: Jackson Hewitt achieves a 41% increase in booked appointments with Coconut Software

Jackson Hewitt Increased Appointment Booking by 41% & Tripled Their Conversion Rate

Jackson Hewitt, the second-largest tax-preparation service in the U.S. with over 6,000 locations, was hampered by an outdated, homegrown appointment system that lacked online booking, franchise visibility, and enterprise-level functionality; an internal rebuild failed to meet needs. Jackson Hewitt selected Coconut Software to provide a secure, customizable customer-facing appointment booking platform to modernize scheduling and connect with existing systems.

Coconut Software’s solution was integrated into preparer dashboards and customer touchpoints (website, portals, email, marketing), driving franchise adoption and easy online booking. The implementation delivered measurable impact: a 41% increase in booked appointments (2016–2018), an 8% rise in kept appointments, a 3× higher conversion from booked appointment to completed tax return, and 55% of new client starts via online channels, while improving reporting, workforce planning, and customer data linkage.

Jackson Hewitt

Shara Abrams

Senior VP, Operations