Case Study: UMassFive boosts branch efficiency and member experience with Coconut Software

UMassFive achieves 99.5% appointment completion with Coconut

UMassFive College Federal Credit Union faced challenges with inconsistent branch experiences, a lack of operational visibility, and appointment inefficiencies that hindered its ability to deliver personalized service. To address this, they partnered with Coconut Software to implement its Intelligent Branch Solutions platform, which included appointment scheduling, lobby management, and analytics.

By deploying Coconut Software's solution, UMassFive standardized appointments across all channels and gained valuable insights into branch traffic. The results were significant, including 13,079 appointments booked in 2025 with a 99.5% completion rate, a 67% increase in Google review ratings, and a 12.3% annual rise in financial coaching appointments. Coconut Software enabled UMassFive to improve both operational efficiency and member satisfaction.

UMassFive