Case Study: Whatcom Educational Credit Union manages visitor traffic and boosts appointment bookings with Coconut Software

Managing Visitor Traffic (and Expectations) Through A Pandemic

Whatcom Educational Credit Union (WECU), one of Washington State’s largest credit unions, faced long lobby wait times, no appointment booking process, and a lack of engagement tracking—problems made urgent by the COVID‑19 pandemic. To quickly enable social distancing, prebooking and better data for staffing decisions, WECU engaged Coconut Software and prioritized deployment of Appointment Scheduling, Lobby & Visitor Management and Reserve with Google.

Coconut Software delivered an accelerated 4.5‑week rollout of appointment scheduling, mobile check‑in, lobby management and Google booking integration, plus dashboards and automated reminders. The impact was measurable: 10,600 appointments completed from May 27 to mid‑August, nearly 10% of July 1–Sept 18 bookings came through Reserve with Google, webinar follow‑ups rose from 8–9 to over 29 appointments in a week, and Net Promoter Score for prebooked members jumped from ~65–67 to 86—driving faster engagement, higher satisfaction and clearer operational insights.

Whatcom Educational Credit Union

Jerimy Saldivar

Director of Member Experience