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UFCU Increases Walk-In Volume by 25% While Reducing Wait Times Across 30 Branches With Solutions Like Coconut Software
[October 01, 2026]

UFCU Increases Walk-In Volume by 25% While Reducing Wait Times Across 30 Branches With Solutions Like Coconut Software


SASKATOON, SK and AUSTIN, Texas, Oct. 1, 2026 /CNW/ -- UFCU has partnered with Coconut Software, a leader in Intelligent Branch Solutions, to transform lobby operations, sharpen staffing decisions, and deliver a consistently exceptional member experience across every branch in its network.

By implementing Coconut Software's branch intelligence platform—including lobby management, appointment scheduling, queue management, and analytics—UFCU turned raw branch activity into actionable intelligence that improved staffing, reduced wait times, and supported continued growth.

As member demand increased and branch traffic became more difficult to predict, UFCU recognized that keeping pace with volume—while maintaining the service quality its 433,000+ members expect—required more than instinct. It required real-time data and actionable insights.

By implementing Coconut's branch intelligence platform—including lobby management, appointment scheduling, queue management, and analytics—UFCU turned raw branch activity into actionable intelligence that improved staffing, reduced wait times, and supported continued growth.

Since deploying Coconut across all 30 branches, UFCU has:

  • Grown walk-in volume by 25% from 18,500 walk-in visitors in January 2023 to 23,200 in January 2026, all while holding service quality firm across the network./li>
  • Dropped average lobby wait time from 10+ minutes to 7.64, a meaningful service improvement captured even as they expanded their branch footprint.
  • Achieved 100% branch adoption across all locations and built a proprietary branch staffing analysis model powered by Coconut data—fundamentally shifting staffing decisions from intuition to data-driven strategy.
  • Leveraged a branch staffing analysis model built on Coconut data enabling smarter, faster FTE decisions across the network.

"We wanted a provider that was willing to collaborate, learn, and grow with us—not just some fixed out-of-the-box solution," says Chris Sundlof, Director of Retail Services at UFCU. "Coconut understood that our needs were varied and nuanced, and they were willing to work with us to deliver the solutions we needed."

"At Coconut, we believe the best member experiences start with visibility into what's happening across the branch, not guesswork" says Katherine Regnier, CEO of Coconut Software. "UFCU is a great example of what's possible when branch leaders use real-time data to make better decisions. They're serving more members, reducing wait times, and giving their teams the insight they need to staff more effectively as demand grows."


The partnership also sets the foundation for UFCU's next chapter, with plans to expand centralized scheduling and build a formal workforce management strategy powered by Coconut's operational data—driving smarter branch performance well into the future.

Read the full UFCU success story here.

About UFCU

UFCU is a Member-owned, not-for-profit financial institution with more than 433,000 Members and $4 billion in assets. Founded in 1936, UFCU empowers financial success across Texas communities and is dedicated to building a brighter future for all through personalized Member service, innovative products, and financial education. Discover more at UFCU.org.

About Coconut Software

Coconut Software is redefining how financial institutions run their branches, both physical and virtual, with AI-powered Intelligent Branch Solutions that unify operations, workforce planning, and customer engagement in one platform. By combining AI-driven insights with enterprise-grade appointment scheduling, in-branch queuing, video banking, and branch workforce optimization, Coconut helps institutions forecast demand, optimize staff allocation, and deliver seamless customer experiences—driving stronger branch performance.

Trusted by 200+ banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank, Coconut Software helps financial institutions streamline branch traffic, optimize workforce planning, and accelerate revenue growth.

Visit coconutsoftware.com to learn more.

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SOURCE Coconut Software


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