UMassFive announced today an agreement with Coconut Software, a leading provider of financial institution engagement solutions for modern banks and credit unions.
UMassFive, with a six branch network and full service contact center, was looking to provide their members with multiple ways to engage with their staff. They focused on solutions that were simple to use and easy to understand, as well as requiring low maintenance. After a national vendor search, UMassFive selected Coconut Software due to the seamless user experience, and the access to new data points to uncover actionable insights.
“The ability to leverage branch network data to help understand every step of the member journey is paramount to tracking key performance indicators and ultimately driving growth,” exclaimed Craig Boivin, VP of Marketing at UMassFive. “Coconut Software allows us to get a full picture of our member engagement trends so we can continue to provide our award-winning service into the future.”
Supporting their retail efficiency and member experience was a top priority in order to engage with existing members but also attract younger prospective owners.
“With the enhancements that Coconut Software’s services brings, our Retail team is gaining greater efficiencies when interacting with our members,” stated James Wage, VP of Retail Services at UMassFive. “As the general public can now book appointments directly from our website, these real-time booking options allow our member-facing representatives to anticipate and best prepare for appointments in advance. There are also many general queue enhancements for our busier branch locations to help communicate accurate wait times.”
UMassFive has invested heavily into their digital presence, building out a comprehensive website and social media activation with the intention of engaging their members and prospects as soon as they have a banking need. The team will be implementing the full suite of solutions from Coconut Software which includes appointment scheduling, lobby & visitor management, and contact center support. In addition to these, UMassFive will also have access to phone & video appointments, as well as Reserve with Google, allowing members to easily find locations and book appointments right from their Google Search, Map and Assistant results.
“We’re pleased to have been chosen to work with UMassFive to simplify member Q&A and to drive engagement. The focus they have on member experience is key to future proofing and clearly the team at UMassFive is leading their industry” states Coconut Software CRO, Jim MacDonald.
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.