Case Study: Lowell Five Bank achieves streamlined, customer-centric appointment scheduling with Engageware

How Innovative Scheduling Solutions Transformed Lowell Five Bank into a Customer-Centric Leader

Lowell Five Bank, a Tewksbury-based community bank with about $1.7 billion in assets, 200+ employees, and 15 branches, sought to modernize operations and improve customer service amid growing digital adoption and the urgency of the COVID-19 era. Gaps between the call center and branches, fragmented customer journeys, and the need for a robust remote appointment system prompted the bank to find a solution that would streamline booking, boost coordination, and provide an effective after-hours call to action.

In late 2019 Lowell Five implemented Engageware’s Appointment Scheduling, enabling customers and call-center staff to book appointments online by time, location, and department, with automatic reminders, survey feedback, and CRM integration planned. The result was fewer no-shows, better-staffed appointments, reduced scheduling conflicts, higher employee productivity, improved internal coordination, and a smoother, more satisfying customer experience—positioning the bank as a customer-centric leader.

Lowell Five Bank

Alison Kalman

Chief Banking Officer