WECU Adds Online Appointment Scheduling with Coconut Software
By Suchet Randhawa - Jun 11, 2020
Credit union responds to coronavirus by expanding digital accessibility for members.
BELLINGHAM (May 26, 2020) — WECU, one of Western Washington’s largest credit unions, has partnered with Coconut Software to offer more streamlined appointment scheduling to its members and non-members as a direct response to the Coronavirus outbreak.
“As the news about the Coronavirus and the Governor’s stay-at-home directive rolled in, we had to step back and figure out how to best serve our members during this time,” said Jerimy Saldivar, Director of Member Experience at WECU. “We realized, very quickly, that a solution like this would be beneficial in providing our members the access they need. As a result, we streamlined this project to roll out several months early.”
The new platform allows people to easily schedule appointments with WECU loan officers in-person or online. Confirmations and reminders are sent out automatically, notifying both the member and the WECU representative of the upcoming appointment.
Investing in digital innovations that enhance the member experience and deepen relationships through personalized interactions continues to be a priority for WECU. In addition to appointment scheduling, in January,WECU launched a new and improved mobile experience through a partnership with BankingOn.
“The response by our members to our new mobile banking app exceeded our best expectations,” said Chief Information Officer, Jack Ingram. “Our app rating went from 2.3 to 4.8 and 4.9 in iTunes and Google Play stores respectively.
“WECU is committed to providing a frictionless digital experience for our members,” continuedIngram. “Scheduling appointments online is another move toward a banking experience that allows members the ability to interact with our team when and how they choose.”
Coconut Software’s appointment scheduling solution will be available at all 11 of WECU’s branches, contact center and two loan centers.
About WECU
With more than 130,000 members and more than $1.8 billion in assets, WECU a credit union based in Bellingham, Washington. WECU has 415 employees and, in 2020, gave close to $500,000 to various local nonprofits and community groups
About Coconut Software
Coconut Software is a leading provider of customer engagement solutions for modern banks and credit unions and is backed by investments from Conexus Venture Capital Fund, Information Venture Partners, SaskWorks Venture Fund, Bay Partners, ScaleUp Ventures, PIC Investment Group, with additional financing by CIBC. By providing technology that elevates the customer experience while improving operational efficiencies, Coconut’s solutions consistently improve satisfaction scores, decrease churn, and increase sales.
