Case Study: UFCU boosts branch efficiency and cuts wait times with Coconut Software

UFCU cuts lobby wait times to 7.64 minutes with Coconut Software

UFCU, a member-owned credit union in Texas, faced significant challenges in managing its growing branch operations. With over 30 locations, the credit union struggled with disorganized lobbies, a lack of visibility into visitor needs, and an inability to effectively anticipate demand and allocate staff. This led to longer wait times and missed engagement opportunities. To address this, UFCU partnered with Coconut Software to implement its Intelligent Branch Solutions, a platform designed to provide lobby management and data analytics.

By leveraging Coconut's suite of tools—including Branch Lobby Tracking, Digital Appointment Setting, and Advanced Analytics—UFCU transformed its operations. The solution provided the data needed to shift staffing decisions from intuition to a data-driven strategy. As a result, UFCU achieved a 25% increase in walk-in volume while simultaneously reducing average wait times from over 10 minutes to 7.64 minutes. Coconut Software enabled UFCU to build a proprietary staffing analysis model, achieve 100% branch adoption, and drive measurable improvements in member satisfaction scores.

UFCU