Case Study: 3Rivers Federal Credit Union achieves 25–70% appointment growth and improved member engagement with Engageware

A Six-Year Partnership with Engageware Drives Member Value and Growth

3Rivers Federal Credit Union, a member-owned institution founded in 1935 with 117,000 members, 25 branches and 445 employees, faced operational limits to delivering personalized service: no structured appointment scheduling, long wait times, staffing based on historical traffic patterns, and no visibility into branch-specific demand or needs for traveling specialists. In 2018 the credit union set out to find a solution that would modernize how members book and access services while preserving its focus on people-first service.

3Rivers partnered with Engageware to deploy integrated appointment scheduling across its website, mobile app, marketing channels and Reserve with Google, using Smart Matching, routing, calendar integrations and an in-branch Concierge to match members with the right employee and provide wait-time visibility. The result was immediate and sustained impact: a launch-year increase of more than 25% in appointment requests and branch traffic, plus 2023 gains of 50% more financial-wellness appointments and 70% more business appointments, all managed without adding staff and supported by actionable data to guide staffing and service offerings.

3Rivers Federal Credit Union

Jennifer Schmidt

AVP of Retail Operations