Case Study: Rogue Credit Union achieves streamlined member engagement, reduced wait‑times and improved staffing visibility with Coconut Software

Rogue Credit Union – Digitally Transforming to Measure Member Engagement

Rogue Credit Union faced fragmented, manual member engagement across its 27 branches — members couldn’t self-book appointments, there were no automated reminders, walk-in experiences were disorganized, and management lacked visibility into staff and location performance. To address these gaps Rogue partnered with Coconut Software, adopting its appointment scheduling and Lobby & Visitor Management solutions to modernize booking, reminders, mobile check‑ins and reporting.

Coconut Software’s platform integrated with Rogue’s systems, standardized scheduling and lobby flow, and provided centralized analytics. In the first year Rogue logged over 51.6k branch appointments, managed 35.5k walk‑in engagements (including nearly 11k interactions in a 3‑day relief program), completed just over 10k phone appointments (about 30% of bookings), and achieved a 10% no‑show and 9% cancel rate; NPS among Coconut users averaged 83.5. With 100% staff adoption and clearer staffing insights, Rogue now measures previously untracked work, optimizes workforce planning and delivers a faster, more convenient member experience.

Rogue Credit Union

Gina Jorgensen

Assistant VP of Member Services