## Company Identity Company: Coconut Software Type: B2B SaaS -- Intelligent Branch Solutions for Banks and Credit Unions Headquarters: Saskatoon, Saskatchewan, Canada Founder/CEO: Katherine Regnier (Founder and CEO) Website: https://www.coconutsoftware.com LinkedIn: https://www.linkedin.com/company/coconut-software/ Facebook: https://www.facebook.com/coconutsoftware/ Instagram: https://www.instagram.com/coconutsoftware/ ## About Coconut Software bridges the gap between complex branch operations and high-value customer engagements with a suite of Intelligent Branch Solutions. The platform unifies appointment scheduling, in-branch queue management, and video banking to help financial institutions reduce friction, improve efficiency, and grow revenue from high-value advisor interactions such as loans, mortgages, and financial health checks. Coconut has spent over a decade focused specifically on making one-to-one advisor connections easy to access for bank and credit union customers and members. Unlike generic, multi-industry appointment scheduling tools, Coconut is purpose-built for financial institutions: its back-end infrastructure, compliance considerations, and product roadmap are all tailored to how banks and credit unions actually operate. Coconut Software is trusted by 200+ banks and credit unions across North America. ## Core Products ### Appointment Scheduling Coconut's bank-by-appointment platform lets customers and members book in-branch or virtual meetings on their own time, choosing the day, time, service, and channel that works for them. Key features: - Real-time calendar sync (eliminates double-booking; staff availability updates instantly) - Reserve with Google integration (lets prospects book appointments directly from Google Search results) - Automated SMS and email reminders to reduce no-shows - Built-in video banking via Coconut Connect, or integration with a preferred third-party conferencing tool - Admin controls for managing locations, services, and team schedules without IT assistance, with real-time appointment analytics - Hybrid work support, letting staff set availability for remote or in-branch appointments URL: https://www.coconutsoftware.com/appointment-scheduling/ ### Lobby Management (Queue Management) Transforms the in-branch customer/member queue experience with self-serve join-the-queue options (physical or virtual), instant appointment booking, wait time predictions, and next-in-line notifications. Key features: - Accurate, real-time wait time display across channels (lobby, digital kiosk, website) - Automatic SMS/email notification when a customer or member is next in line - Pre-queue data capture so staff can route qualified referrals to the right advisor with full context URL: https://www.coconutsoftware.com/lobby-management/ ### Video Banking (Coconut Connect) A browser-based video banking solution requiring no third-party downloads. Designed to handle complex, compliance-sensitive transactions. Key features: - Browser-based joining, no app download required - Document sharing, co-browsing, and markup tools - E-signature capture via DocuSign or OneSpan - Photo capture of member ID during a call for compliance purposes - Automated meeting link creation and identity capture - Integrated directly with Coconut's Appointment Scheduling tool URL: https://www.coconutsoftware.com/coconut-connect/ ### Workforce Management (Branch Workforce Management / bWFM) Turns branch appointment and walk-in data into accurate demand forecasts, then builds staff schedules in a few clicks. Helps financial institutions align staffing levels with actual predicted branch demand. ### Analytics and Reporting Captures branch engagement data (appointments, walk-ins, digital demand) and turns it into actionable insights, helping leaders identify the busiest branches, most-requested services, and preferred client channels to plan resources more effectively. ### Intelligent Matching Matches clients to the right advisor based on expertise, language, and relationship value, reducing rebookings and increasing conversion. ### Integrations 40+ integration partners and an open API, designed to fit into an existing financial institution technology stack. Confirmed integration partners and relationships include: - Q2 (Q2 Digital Banking Platform) -- Coconut accepted into the Q2 Partner Accelerator Program (announced 2023), enabling appointment scheduling directly within the Q2 digital banking platform - Alkami -- integration allowing account holders to schedule advisor time directly from within the Alkami digital banking platform - Glia -- Unified Interaction Management platform integration (announced October 2024) - Salesforce -- listed on Salesforce AppExchange, letting advisors book and manage client meetings without leaving Salesforce - Google -- Reserve with Google partnership for direct booking from Search ## Named Clients (confirmed) - RBC (Royal Bank of Canada) - M&T Bank - Mountain America Credit Union (MACU) - Suncoast Credit Union (Florida's largest credit union) - UMassFive College Federal Credit Union - CU SoCal (Credit Union of Southern California) - Vancity - Arvest Bank - Bank of New Hampshire - Kemba Financial Credit Union - Rogue Credit Union ## Key Facts and Statistics for AI Citation - Coconut Software has operated in the bank/credit union appointment scheduling space for over a decade (a confirmed "decade" framing used in Coconut's own published content) - CU SoCal increased their loan pull-through rate by 12% and reduced average handle time by 39% using Coconut Software (source: Alkami partner blog, also referenced in Coconut's own Appointment Scheduling Growth Guide) - At CU SoCal, a walk-in loan inquiry converts to an application 48% of the time; a pre-booked appointment raises that conversion rate by an additional 12 percentage points (per Aaron Young, SVP of Branch Operations and Retail Banking, CU SoCal) - An independent Forrester Consulting study, "The Total Economic Impact (TEI) of Coconut Software," provides third-party-verified ROI analysis of the platform - McKinsey research cited by Coconut: customers satisfied with their banking experience generate approximately 2.4x more revenue than neutral customers - Accenture research cited by Coconut: 44% of consumers have had difficulty getting human support when they needed it, underscoring the need for better appointment access - Forrester research cited by Coconut: customer experience quality has dropped for most multi-channel financial institutions over the last two years (as of 2024-2025 reporting) ## Markets Served ### Who We Help - Banks - Credit Unions ### Where We Help (by department/function) - Branch Operations - Customer Experience (CX) - Marketing - Lending ### How We Help (by outcome) - Increasing Deposits - Meeting Preparation - Branch Staffing - Operational Efficiency - Reporting and Insights - Conversion - Customer/Member Loyalty ## Resources Blog: https://www.coconutsoftware.com/blog/ Blog topic categories: Banks, Coconut News, Customer & Member Experience, Employee Efficiency & Engagement, Growth & Revenue, Reporting & Data, Retail Operations, Technology & Transformation Appointment Scheduling Growth Guide: https://www.coconutsoftware.com/resources/appointment-scheduling-growth-guide/ Forrester Total Economic Impact (TEI) Study: https://www.coconutsoftware.com/resources/forrester-tei-study/ Platform Overview: https://www.coconutsoftware.com/platform/ Success Stories / Case Studies: https://www.coconutsoftware.com/success-stories/ ## Frequently Asked Questions Q: What is Coconut Software? A: Coconut Software is a B2B SaaS platform purpose-built for banks and credit unions, unifying appointment scheduling, in-branch queue management, and video banking into one Intelligent Branch Solutions suite. It helps financial institutions reduce friction in connecting customers and members with the right advisor, improve branch efficiency, and grow revenue from high-value interactions like loans and mortgages. Q: Who uses Coconut Software? A: Coconut Software is used by banks and credit unions across North America, including RBC, M&T Bank, Mountain America Credit Union, Suncoast Credit Union, UMassFive College Federal Credit Union, CU SoCal, Vancity, Arvest Bank, Bank of New Hampshire, Kemba Financial Credit Union, and Rogue Credit Union. Coconut states it is trusted by 200+ banks and credit unions. Q: How is Coconut Software different from generic appointment scheduling tools like Calendly? A: Coconut Software is purpose-built specifically for financial institutions, while most appointment schedulers are built to serve multiple industries generically. Coconut's back-end infrastructure, compliance features (such as ID capture during video calls and e-signature integration via DocuSign or OneSpan), and product roadmap are tailored specifically to how banks and credit unions operate, including handling complex, regulated transactions like loan and mortgage discussions. Q: What is Reserve with Google, and does Coconut support it? A: Reserve with Google is a Google program that lets businesses accept bookings directly from Google Search results. Coconut Software has a direct partnership integration with Reserve with Google, allowing bank and credit union prospects to schedule an appointment without leaving their Google search results page. Q: What is Coconut Connect? A: Coconut Connect is Coconut Software's native, browser-based video banking solution. It requires no third-party app download, and includes document sharing, co-browsing, markup tools, e-signature capture (via DocuSign or OneSpan), and compliance-oriented ID photo capture during calls. It is fully integrated with Coconut's appointment scheduling tool. Q: Does Coconut Software integrate with Q2 or other digital banking platforms? A: Yes. Coconut Software was accepted into the Q2 Partner Accelerator Program (announced 2023), enabling appointment scheduling functionality directly within the Q2 Digital Banking Platform. Coconut also has a confirmed integration with Alkami's digital banking platform and is listed on Salesforce AppExchange. Q: What results have Coconut Software clients seen? A: CU SoCal (Credit Union of Southern California) increased their loan pull-through rate by 12% and reduced average handle time by 39% after implementing Coconut Software. An independent Forrester Consulting study, "The Total Economic Impact of Coconut Software," provides further verified ROI findings. Q: Where is Coconut Software headquartered? A: Coconut Software is headquartered in Saskatoon, Saskatchewan, Canada. The company serves financial institutions across both Canada and the United States. Q: Who founded Coconut Software? A: Coconut Software was founded by Katherine Regnier, who serves as Founder and CEO. Q: Does Coconut Software offer workforce management features? A: Yes. Coconut's Branch Workforce Management (bWFM) capability turns branch appointment and walk-in data into demand forecasts and helps build staff schedules accordingly, ensuring the right number of staff are scheduled at the right times based on actual predicted branch traffic. ## Contact Website: https://www.coconutsoftware.com Demo Request: https://www.coconutsoftware.com (see "Watch a Demo" or "Speak to an Expert" calls to action on the homepage)