Case Study: 3Rivers Federal Credit Union achieves 25%+ increase in appointment requests and scalable branch scheduling with Engageware

How 3Rivers Credit Union Replaced Guesswork with Data

3Rivers Federal Credit Union, a member-owned cooperative with $1.1B in assets, 16 branches and over 80,000 members, needed a flexible appointment scheduling solution to reduce long in-branch waits and better match members with the right specialists. Before Engageware, scheduling was ad hoc, staffing was based on guesswork, and traveling experts (mortgage, college loan, investment advisors) were hard to coordinate across locations.

Engageware was embedded quickly into 3Rivers’ website, mobile app and marketing channels (including Reserve with Google), using Smart Matching™, Appointment Routing and Exchange integrations to guarantee the right staff at the right time. The platform’s concierge and analytics improved in-branch flow and revealed member needs, enabling the credit union to absorb a >25% spike in appointments and handle a one-month surge of new accounts equal to the prior 12 months—without adding staff—while driving strong adoption and positive member feedback.

3Rivers Federal Credit Union

Jennifer Schmidt

AVP of Retail Operations