#United States #Hadley #Coconut Software #Appointment Scheduling #UMassFive

UMassFive Partners with Coconut Software

In a notable shift towards enhancing member experiences, UMassFive College Federal Credit Union has joined forces with Coconut Software, a prominent player in Intelligent Branch Solutions. This partnership marks a significant upgrade in how the credit union approaches appointment scheduling and overall member services.

With the growing demand for digital self-service options, UMassFive recognized the need for more than just a basic scheduling tool. By integrating Coconut's comprehensive platform for appointment scheduling, analytics, and virtual engagement, UMassFive has reinvented how they manage member appointments. The results have been outstanding, demonstrating a commitment to efficiency and personalization in customer service.

Notable Achievements from the Partnership

Since implementing this cutting-edge solution, UMassFive has made remarkable strides:

• - Over 13,000 appointments were successfully completed in 2025, boasting an impressive 99.5% completion rate.
• - A 4.9% increase in overall appointment volume reflects the credit union's growing engagement with its members.
• - A 12.3% growth in certified financial coaching appointments signifies enhanced advisory conversations with members.
• - Through positive post-appointment reviews, UMassFive improved its digital reputation, raising its average Google rating from 2.73 to 4.56 stars.

Alexis Derosier, UMassFive's Marketing Manager, emphasized the benefits of Coconut's unified platform, stating, "Coconut gave us a single, modern platform to standardize experiences and see what's really happening across our branches. Our teams can prepare in advance, and every interaction feels more efficient and aligned with our members' goals."

This partnership exemplifies how technology can streamline customer interactions while enriching the overall service experience. Katherine Regnier, CEO of Coconut Software, echoed this sentiment: "At Coconut, we believe time with members should be spent on meaningful advice, not manual logistics. UMassFive shows how intelligent scheduling and branch insights improve workflows, reputation, and member trust."

As UMassFive continues to evolve its service offerings, this partnership also lays a foundation for future growth. The data and insights gained through their collaboration with Coconut will help UMassFive refine its service design, plan staffing, and expand its member-first experience into new communities.

About UMassFive

Established in 1967, UMassFive College Federal Credit Union operates as a non-profit financial cooperative dedicated to serving the residents and businesses of the Pioneer Valley. This includes those associated with various local organizations such as the University of Massachusetts. By reinvesting its earnings back into the community, UMassFive is able to provide better rates and improved banking technology for its over 50,700 members and six branches.

Their extensive range of financial products encompasses personal and business banking and lending, retirement planning, investments, and insurance. This commitment to community-focused values helps to foster a sustainable local economy.

About Coconut Software

Coconut Software is at the forefront of transforming how financial institutions operate their branches. Their AI-powered Intelligent Branch Solutions unify operations, workforce planning, and customer engagement. With a suite of tools designed to optimize staff allocation and enhance customer experiences, Coconut is trusted by over 200 banks and credit unions across North America.

For more information about UMassFive and Coconut Software, visit their respective websites and discover how these organizations are using innovative solutions to shape the future of member engagement.