Launching Coconut

Complex enterprise SaaS implementations don’t have to be scary. When you’ve partnered with the Coconut Software team, you’re in good hands. Why?

Coconut Software - Launching - Do it Once
You want to do it once, and do it right.

Our enterprise appointment scheduling specialists have been running implementations for 10+ years. Depending on your needs, we’ll orchestrate a diligent and responsive team who will be genuinely committed to your success. No surprises and all the expertise of those who have been there, done that.

Our enterprise appointment scheduling specialists have been running implementations for 10+ years. Depending on your needs, we’ll orchestrate a diligent and responsive team who will be genuinely committed to your success. No surprises and all the expertise of those who have been there, done that.

Coconut Software - Launching - Achieve Your Goals
You want to achieve your goals.

Early on, we’ll whiteboard your ideal state customer appointment booking journey, to ensure we’re aligned on the KPIs that matter to you. This roadmap ensures we’re both aligned on the same vision. It’s also a great visual to help you sell through the implementation to other internal stakeholders.

Early on, we’ll whiteboard your ideal state customer appointment booking journey, to ensure we’re aligned on the KPIs that matter to you. This roadmap ensures we’re both aligned on the same vision. It’s also a great visual to help you sell through the implementation to other internal stakeholders.

Coconut Software - Launching - Many Months
You don’t want many months of back-and-forth draining your team resources.

The good news: We’ve streamlined SaaS implementation down to a science. Most enterprise software implementations involve many months of back-and-forth between the vendor and client and tie up tons of team time in the process. Over the past 10 years, we’ve streamlined this process, and will require minimal internal IT resources for implementation.

The good news: We’ve streamlined SaaS implementation down to a science. Most enterprise software implementations involve many months of back-and-forth between the vendor and client and tie up tons of team time in the process. Over the past 10 years, we’ve streamlined this process, and will require minimal internal IT resources for implementation.

Coconut Software - Launching - Seamless RollOut
You want a seamless team roll-out.

When you want to maximize adoption of a new platform with a huge team of contact center staff, location managers, and other employees, we understand that everyone needs to understand how it will impact their workflow. That’s why we offer customized training sessions and tons of resources to make sure that each and every team member is comfortable and competent.

When you want to maximize adoption of a new platform with a huge team of contact center staff, location managers, and other employees, we understand that everyone needs to understand how it will impact their workflow. That’s why we offer customized training sessions and tons of resources to make sure that each and every team member is comfortable and competent.

What to Expect During Implementation Process

Step 1: Kick-off Meeting

Our team (Customer Success Manager and Project Manager) will meet with your key stakeholders (the Project Sponsor, an IT contact, a Marketing/Communications contact and a Branch contact) to align on:

  • The business problems we’re aiming to solve
  • What your current appointment scheduling process looks like
  • The KPIs and success metrics that matter most to you
  • Overall project timelines and scope
Coconut Software - Launching Coconut - Step 1 - 3

Step 2: System Walk-through Meeting

We’ll take a deep dive into how your enterprise appointment scheduling software works. We’ll also cover:

  • Configurations, integrations with internal and third-party platforms
  • Permissions, access and how it will be integrated in the workflow of contact center and branch employees.
Coconut Software - Launching Coconut - Step 2

Step 3: Configuration and Customization

We’ll discuss configuring your enterprise appointment scheduling solution to fit your unique use case, including branding, theming and the new customer booking experience.

Coconut Software has an amazing support structure, quick turn-around times, and always willing to work with us to provide out-of-the-box solutions.

Carly Lock

Program and Process Manager, Retail Small Business at Rogers Communications

Step 4: Data Collection Meeting

We’ll focus on identifying and collecting the data to be imported and populated in the system. We’ll look to you to provide us with:

  • Staff data
  • Service data
  • Location data
  • Staff and scheduling data
Coconut Software - Launching Coconut - Step 4

Step 5: Finalizing System Set-up

During this period, we’ll be setting up your system according to the specs discussed. We’ll meet on a weekly basis to check-in and work through any questions that come up through the process.

Step 6: Training Discovery Meeting

Our trainer will host this meeting and we’ll use the time to get a complete picture of your training needs and who on your team needs to be part of the session(s). We’ll discuss:

  • Which roles and groups need to be trained (contact center agents, branch managers, advisors, tax preparers, etc)
  • The unique use cases to explore during training
  • Whether you prefer virtual or onsite training
  • How many training sessions will be required
  • Our change management recommendations
Coconut Software - Launching Coconut - Step 6 - 3

Step 7: Facilitator-Led Training Session (s)

Based on the inputs from the Discovery Meeting, our Training team will prepare a customized training deck and run the session(s) with your team. Here’s what you can expect:

  • A customized training deck, tailored to your unique use cases, using your internal terminology, and with screenshots from your configured solution.
  • Engaging training tactics, like--in-session role-playing-- aimed to help your team get their feet wet in the new system.
  • A question and answer period to ensure all trainees have the opportunity to clarify any concerns and address any challenges.
  • A customized training video that you can use to bring new team members up to speed, based on your vertical, setup and preferred method of training.
Coconut Software - Launching Coconut - Step 7

Step 8: Final System Walkthrough and Go Live!

After we’ve done a final system walkthrough and addressed any final decisions, we’ll go live with your enterprise appointment scheduling solution.

Although roll-out usually goes very smoothly, our support team will be available during regular business hours (9am-7pm EST) to assist you with any questions or concerns that come up.

Coconut Software - Launching Coconut - Step 8 - 3

Ongoing: Customer Success Check-In Meetings

After going live, your Customer Success Manager (CSM) will become your primary Coconut contact. For the first month, you’ll have a check-in with your CSM every two weeks. Then, we’ll meet on a quarterly basis to check-in on your progress against your goals, coach you to get more out of the solution, and answer any questions.

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