#United States #Customer Experience #Coconut Software #Bank of New Hampshire #Laconia

Bank of New Hampshire Teams Up with Coconut Software

In an era marked by rapidly changing customer expectations and increasing demands on banking services, the Bank of New Hampshire (BNH) has forged a strategic partnership with Coconut Software. This collaboration aims to revolutionize the customer experience (CX) at BNH while also addressing operational challenges faced by brick-and-mortar branches. Already, the partnership has yielded significant results, highlighting BNH's ongoing commitment to innovation and excellence in customer service.

A Strategic Partnership for Growth

Coconut Software is renowned for providing intelligent branch solutions that streamline operations and enhance customer engagement. With this new partnership, BNH has already witnessed a remarkable 25% increase in appointment volume—an achievement that reflects the bank's dedication to modernizing its service delivery methods. The deployment of Coconut Software's tools across all lines of business enables BNH to manage customer interactions more efficiently.

Eric Carter, the Senior Vice President and Digital Solutions and Innovation Officer at BNH, emphasizes the need for a transformative solution: “We needed a solution that didn't just manage appointments, but genuinely transformed how we engage with customers across all lines of business.” This perspective underscores how the bank views customer interactions—not merely as procedural necessities, but as opportunities to build meaningful relationships.

Addressing Challenges in Banking Operations

As the banking sector continues to evolve, so too do customer needs. Today's clientele often require assistance that spans everything from account management to fraud resolution. BNH identified several operational challenges that hindered effective service delivery, including walk-ins disrupting workflows and staffing constraints that stressed resources. Moreover, the urgency for consistent scheduling grew alongside increasing fraud incidents. Consequently, BNH turned to Coconut Software to combat these hurdles.

Innovative Solutions

By implementing Coconut Software's solutions, BNH has been able to streamline appointment scheduling and manage walk-in traffic more effectively. Key features that have bolstered their operations include:

• - Smart Advisor Matching: Customers are paired with advisors best suited to address their unique needs.
• - Branch Lobby Management: Centralized dashboards allow staff to have real-time visibility into scheduling and walk-in patterns.
• - Preparedness: Pre-visit planning prompts customers to bring the correct documentation, reducing the need for follow-ups.
• - Analytics and Reporting: Leadership now benefits from enhanced insights into customer service demand and staffing requirements.

These innovations are designed not only to improve efficiency but also to deliver a more personalized experience for customers.

Impact on Customer and Employee Experiences

Since deploying Coconut Software, the Bank of New Hampshire has recorded tangible improvements in both customer and employee experiences. Enhanced customer satisfaction scores, decreased appointment durations, increased conversion rates for complex products, and improved staffing visibility are just a few of the positive outcomes reported. According to Katherine Regnier, CEO of Coconut Software, the aim is to maximize both return on investment (ROI) and customer satisfaction: “I love when customers have that a-ha moment and discover that Coconut isn’t just a scheduling solution, but a fully connected suite of intelligent branch solutions.”

Looking Ahead

By embracing its partnership with Coconut Software, BNH showcases how leading banks can not only modernize their operational frameworks but also adhere to a customer-first ethos. This partnership positions BNH to continue setting the standard for advisory-driven banking, paving the way for more meaningful customer conversations while optimizing branch resources.

The success story of Bank of New Hampshire serves as an inspiring example for financial institutions grappling with the complexities of contemporary banking. Through a focus on strategic partnerships and innovative solutions, banks can rise to meet evolving customer expectations and improve the overall quality of service delivered. To delve deeper into this success narrative, visit BNH's website or Coconut Software's platform to learn more about their game-changing technologies.