Case Study: Kawartha Credit Union boosts CX and reduces no-shows with Coconut Software

Kawartha Credit Union reduces no-shows and boosts branch coverage with Coconut Software

Kawartha Credit Union was facing a significant challenge with high rates of appointment no-shows and cancellations, often due to members booking at incorrect locations. They also lacked the data needed to understand member behaviors and optimize staff scheduling. To solve this, they partnered with Coconut Software and implemented its appointment scheduling and queue management platform.

By using Coconut Software's easy-to-use platform, Kawartha Credit Union immediately reduced appointment no-shows and gained precise insights into member behaviors. These data-driven insights allowed them to optimize branch hours, justify hiring additional staff at busy locations, and even transition one branch to a cashless model, significantly improving both operational efficiency and the member experience.

Kawartha Credit Union