As customer expectations evolved and internal staffing pressures increased, Bank of New Hampshire recognized it needed more than a basic appointment system. It needed a platform that could modernize engagement, streamline operations, and empower employees to deliver more meaningful service.
Success Snapshot
25%
Projected appointment volume growth for 2025
100%
Coconut deployment across all lines of business
3 Days
Average lead time between booking and appointment
32%
Appointments relate to top service: account assistance.
About Bank of New Hampshire
Bank of New Hampshire, founded in 1831, provides deposit, lending and wealth management products and services to families and businesses throughout New Hampshire and southern Maine. With 21 banking offices and assets exceeding $2.5 billion, Bank of New Hampshire is the oldest and one of the largest independent banks in the state. Bank of New Hampshire is a mutual organization, focused on the success of its customers, communities and employees, rather than stockholders.
The Problem: Widespread industry challenges and evolving customer experience
As in-person banking shifted toward more complex customer demands—like account assistance, retirement planning, and fraud resolution—BNH’s existing service model began to reveal new opportunities for growth and enhancement.
- Walk-ins often disrupted branch workflows and left advisors with little time to prepare for deeper conversations.
- Customers weren’t always matched with the right personnel, and follow-up appointments were common due to lack of required documentation.
- Meanwhile, staffing remained a challenge. With limited personnel, the bank had to do more with less, often without the data needed to make effective staffing decisions.
- Rising fraud added further pressure, requiring longer appointment times and accurate handling. At the same time, delivering a consistent scheduling experience across the organization became increasingly challenging.
“We needed a solution that didn’t just manage appointments, but truly transformed how we engage with customers across all lines of business.”
— Eric Carter, SVP, Digital Solutions and Innovation Officer
The Solution: Streamlined, data-packed engagement with Coconut
To meet these challenges head-on, BNH needed:
- A way to ensure the right staff were available at the right time
- Real customer and branch data to optimize staffing and branch-level service decisions
- A consistent customer experience across all departments and channels
- More time for staff to focus on high-value, consultative conversations
- A single platform to unify appointment booking and walk-in traffic management
The objective wasn’t just efficiency—it was a fundamental shift toward customer-centric, advisory banking.
Eric Carter, SVP, Digital Solutions and Innovation Officer at Bank of New Hampshire, was well-equipped to lead the charge with the bank’s ongoing digital transformation. In the industry for 38 years, and with the past 25 years at Bank of New Hampshire, Carter’s background includes 18 years in retail banking and 20 years in operations, giving him extensive experience on both sides of the business.
To meet these evolving demands and smooth the points of friction, Bank of New Hampshire implemented Coconut Software across all lines of business—transforming how it connects customers with the right expertise, while improving operations from the ground up
✓ Smart Advisor Matching
Customers are matched with appropriate advisors based on skill set and service needs—ensuring every appointment starts with the right connection.
✓ Branch & Lobby Management
Staff can view and manage real-time schedules through centralized dashboards, allowing for smooth handling of walk-ins and same-day appointments while balancing pre-booked visits.
✓ Preparedness & Pre-Visit Planning
Customers are prompted to bring the right documents based on appointment type, resulting in fewer follow-ups, shorter meeting durations, and more effective conversations.
✓ Analytics & Reporting
Weekly and monthly reports deliver critical insights into appointment volumes, service demand, and staffing gaps, empowering leadership to make data-driven decisions across locations.
The Results: Higher satisfaction, faster service, and 25% growth in appointments
2024 Booked by Channel Pie Chart
Since adopting Coconut Software, Bank of New Hampshire has experienced measurable improvements in both operational performance and customer experience.
“We’re on track for a 25% increase over our 2023 high. We’ve integrated it so well into the experience that customers naturally use it, whether it is scheduling from our website, Google search, business cards, email signature, onboarding emails, digital screens or customer mailings,” says Carter. “One of the questions on our surveys is, ‘Was the employee well prepared and knowledgeable?’ And we’re killing it on that. That was never a metric we targeted—it just improved naturally because of better scheduling.”
The stats Bank of New Hampshire is seeing are staggeringly positive: 25% projected appointment volume growth for 2025, 100% Coconut deployment across all lines of business, an average lead time of 3 days between booking and appointment, and the ability to discern that 32% of appointments booked are related to account assistance (the top service need) — thanks to Coconuts Data and Analytics capabilities.
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Improved CSAT
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Customer satisfaction scores have steadily increased
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Reduced Handle Time
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Appointments are shorter and more productive due to pre-visit preparation
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Bank of New Hampshire & Coconut Software: At the cutting edge of digital transformation
Bank of New Hampshire didn’t just improve appointment scheduling—it redefined how time, talent, and technology work together to serve customers more effectively. With Coconut Software, the bank has created space for deeper conversations, optimized staffing decisions, and delivered consistently better service experiences across every branch.
“It’s not just scheduling software—it’s a strategic platform that helps us serve better, work smarter, and build stronger relationships.”
— Eric Carter, SVP, Digital Solutions and Innovation Officer
More Snapshots
“One of the unexpected outcomes with Coconut was the ability to tell customers what documents to bring when they schedule. That really made a huge difference. Customers now show up prepared, and employees are ready for the conversation—it’s a better experience for both.”
“We assumed more appointments would be for technical support, but 32% are actually for account assistance. That insight helps us think about where to focus education—and that’s the kind of data we didn’t have before.”
