Case Study: Lake Michigan Credit Union achieves shorter wait times and $15.2M in loan volume with Engageware

How LMCU Handled Busy Branches & Long Waits with Engageware Appointment Scheduling

Lake Michigan Credit Union (LMCU), a nearly half‑million member credit union, needed to modernize without sacrificing its members‑first service. Extremely busy branches, long lobby waits, a disliked first‑come‑first‑served model, and organizational silos (call centers scheduling without branch visibility) drove a comprehensive member service initiative.

LMCU partnered with Engageware to add Click‑to‑Schedule on its website, email/SMS confirmations and reminders, eight self‑service kiosks, and centralized appointment management integrated into branch workflows. In the first eight months they recorded 2,300+ self‑scheduled appointments (85% new business), $15.2M in total loan volume (including $2.6M in new member loans) and 300 new deposit shares, while reducing wait times, eliminating silos, and boosting member and employee satisfaction.

Lake Michigan Credit Union

Alex Cornelius

Vice President for Retail Strategy