Case Study: UMassFive improves branch service and appointment efficiency with Coconut Software

UMassFive boosts appointment completion to 99.5% with Coconut Software

UMassFive College Federal Credit Union faced challenges with inconsistent branch experiences, a lack of operational visibility, and appointment inefficiencies. To modernize its service delivery, the credit union partnered with Coconut Software to implement its Intelligent Branch Solutions platform, which included appointment scheduling and analytics.

By deploying Coconut Software's platform, UMassFive standardized appointments and gained valuable operational insights. The results included 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, leading to faster service and improved member satisfaction.

UMassFive