Case Study: South Carolina Federal Credit Union achieves reduced wait times and consistent Net Promoter Scores with Engageware Intelligent Appointment Scheduling

SCFCU wanted to provide a better member experience making it easy to schedule appointments offering a “we’ve been expecting you service

South Carolina Federal Credit Union, a 20‑branch, 85‑year nonprofit serving 170,000 members, faced growing friction as demand rose: members reported long waits driven by limited meeting rooms, subject‑matter experts who rotate between locations, and increased volume. The credit union needed a way to match members with the right staff at the right place and time while preserving personalized, member‑centric service.

They deployed Engageware’s Intelligent Appointment Scheduling so members can book in‑center visits, scheduled calls, or callbacks; staff see who’s coming and have member information ready. The result: fewer wait‑time complaints, lower call‑center volume, more consistent Net Promoter Scores, strong employee adoption, and plans to add Events & Classes, Spanish‑language scheduling, and Reserve with Google.

South Carolina Federal Credit Union

Bridget Lewis

Manager of Sales & Service