UFCU Raises Walk In Volume 25% With Coconut

UFCU has deployed Coconut Software across all 30 branches. Since the rollout, walk-in volume has grown 25% and the average lobby wait has dropped from more than 10 minutes to 7.64 minutes, according to the release. The credit union used Coconut’s branch intelligence platform for lobby management, appointment scheduling, queue management, and analytics. Walk-in visitors rose from 18,500 in January 2023 to 23,200 in January 2026, and UFCU says service quality held across its network. UFCU, a member-owned credit union with more than 433,000 members, says it has built a staffing analysis model on Coconut data.

Branch Data In Daily Operations

UFCU achieved 100% adoption across its locations and built a proprietary branch staffing analysis model using Coconut data. The model supports faster full-time equivalent, or FTE, decisions across the network, shifting staffing decisions from intuition to a data-driven strategy.

“We wanted a provider that was willing to collaborate, learn, and grow with us—not just some fixed out-of-the-box solution. Coconut understood that our needs were varied and nuanced, and they were willing to work with us to deliver the solutions we needed.”

Plans For Centralized Scheduling

UFCU plans to expand centralized scheduling and build a formal workforce management strategy using Coconut’s operational data. Coconut says its platform covers branch operations, workforce planning, and customer engagement for financial institutions in one system.

“At Coconut, we believe the best member experiences start with visibility into what's happening across the branch, not guesswork. 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 Full Success Story

UFCU’s full UFCU success story details the deployment and the outcomes UFCU reports.