Case Study: UW Credit Union cuts no-shows and boosts member growth with Coconut Software

UW Credit Union cuts no-shows to 1 in 11 with Coconut

UW Credit Union, a member-owned financial cooperative, faced significant challenges with its outdated scheduling system, including high no-show rates, limited Spanish-language support, and an inability to scale across its multiple lines of business. Seeking a modern solution, they turned to Coconut Software and implemented its purpose-built appointment scheduling platform to improve the member booking experience.

By deploying Coconut's platform, UW Credit Union achieved dramatic results. The vendor's solution cut the credit union's no-show rate from 1 in 4 appointments to just 1 in 11, saved an estimated 6,432 staff hours, and drove a 247% growth in mortgage appointments. The implementation also streamlined their service catalog and created a more inclusive experience for Spanish-speaking members, demonstrating the measurable impact of Coconut's solution.

UW Credit Union