Our software focuses on financial institutions (banks, credit unions, wealth management and tax preparation) and therefore we tailor our solution, implementation and service to those organizations. Coconut Software is designed to be useful from the head office leadership team, to operations at branch and location level, to individual team managers and front line staff, to the institutions' end users. Each role and persona has been considered in the user experience and design of the solution, as well as the features and capabilities.
Customers have a more seamless and convenient way of banking: they can choose how they engage with staff (prebooked appointment, walk-ins, or phone/video) and when. It also makes it a more frictionless experience when visiting a branch with online queuing. Customers can choose to wait outside, in their cars or do other errands and we'll notify them through SMS and email when it's their turn and to return to the location.
Branch managers will get better insights into location traffic patterns, a view of their upcoming schedule with prebooked appointments, as well as easy ways to 'check-in' customers as they arrive and complete meetings. Reporting and analytics provide data to optimize staff scheduling, coach on performance and adjust services provided to capture revenue and reduce costs.
Lastly, leadership will appreciate the insights from their entire branch network in terms of customer engagement journey, sources of the best appointments/leads for marketing campaign ROI, as well as staff management and service/product mix.
Not at all - the only technical requirements are during initial implementation. If additional help is required, Coconut Software can provide Professional Services to assist.
We only focus on financial institutions, so we have deep subject matter expertise on the typical expectations, workflows, procurement needs, security concerns and industry challenges that banks, credit unions, wealth management and tax prep companies are facing.
We evolve our solution constantly, with monthly product releases, and cultivate deep client relationships in order to gather feedback and recommendations as to how we can make our solutions even better.
In the financial institution space, we are typically compared to:
- Timetrade Systems
- JRNI
- Kronos
- Qless
- Qnomy
We are the only one that focuses solely on financial institutions: we build and evolve our solution to meet the needs of these customers specifically and we don't try to be all things to all companies and industries. We can focus our extensive research and development team on improving our solution with capabilities and workflows that will solve financial institution challenges, focus on partnerships that will bring significant incremental value and prioritize integrations that are useful to banks, credit unions, wealth management firms and tax preparation companies.
We have a 98% client retention rate and a high NPS along with a strong base of customer advocates.
Coconut Software is consistently looking at the industry, chatting with influencers, polling customers and prospects and taking these considerations into how we build the future of our solutions. Focusing on customer's changing expectations of how to engage with financial institutions in the most convenient, effective way is going to be a priority, as well as deepening the data connections between our system and client platforms.
From communication, workforce management, and video conferencing, to data analysis, HCM, and IdM, our experts can tailor solutions for full and seamless integration between our system and yours. A few examples we have out of the box, but we also have APIs to help integrate into any number of systems you may be using:
- Google Suite (Gmail, Calendar, Google Hangouts, Reserve with Google)
- Postmark
- Zoom
- Webex Teams
- Microsoft (Exchange, Outlook, Teams, O365)
- Twilio
- Pardot
- Salesforce
- and more
Depending on the size of your organization and your specific needs, we will put together a straightforward pricing proposal. Contact us for more details.
Yes, please sign up here - https://www.coconutsoftware.com/mini/free-trial/
Over the last decade, we’ve built out a tried and true enterprise SaaS training and support program.
We’ll provide live and in-product training and resources so your staff are ready for go live day and beyond. Our in-product guides and training to help your staff learn as they experience the solution. Our in-depth help center has articles, how-to guides, demos and updates also ensure you have the latest information. If you can't find an answer there, you can always contact us for assistance.
We also offer ongoing coffee chats with the customer experience team, monthly product release emails as well as quarterly product roadmap webinars to keep you up to date with new features. Lastly, we have a client advisory board and ongoing customer surveys to capture feedback, suggestions and ways to improve the customer experience.
Whether you’re after a fast and simple implementation or need support on more complex requirements, we work with you to tailor your experience to meet your needs.
During implementation, you’ll have a dedicated team consisting of:
- An Implementation Manager who will be your main point of contact during the implementation project and after you're up and running
- And a Customer Success Manager who will work with you to provide strategic consulting and best practices to help you achieve the goals you've set out with Coconut Software.
Choose one of three implementation packages, ranging in a basic set up with a focus on speed to go live, to a complex multi business unit program with intensive support, integrations and training. We’ll work with you to determine the right package for your needs.
The Coconut Implementation & Onboarding Experience:
- Finalize scope and strategy - we’ll align on the solutions you’re implementing, key considerations and success metrics.
- Project kick off and implementation - all the project stakeholders meet to discuss the project, roles and involvement.
- Training and go live - we’ll provide live and in-product training and resources so your staff are ready for go live day and beyond.
- Post launch support - we’ll debrief and plan for ongoing informal touchpoints to make sure change management is going smoothly. We’ll formally connect during Executive Business Reviews to discuss how we can help you continue to drive value from Coconut.
Coconut is constantly evolving our solutions to better meet your expectations and needs, so we’ve placed a big importance on ongoing support after Go Live day. A Customer Success Manager will provide you with ongoing support, formal and informal touchpoints to discuss progress, and help you realize long-term value and success from your Coconut solution. This 1:1 coaching will ensure you meet your personal and project goals, and we’ll share best practices and benchmarks to help you and your team get comfortable with the platform. Your CSM will also host regular business reviews to reflect on your organization’s progress, key highlights and areas for development.
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