Online scheduling tools: 3 stories of deployment and adoption

Credit union leaders talk about the day-to-day operation of their systems; the past, present, and future benefits of appointment scheduling; and more.

When COVID-19 spread across the United States in the spring of 2020, retail institutions, including credit unions, had to pivot standard operating procedures to provide member service while adhering to social distancing and other safety guidelines.

Appointment scheduling is one response to COVID-19 that has gained in popularity. In normal times, it allows members to tap credit union assistance on their own schedule. In the corona times, such systems allow credit unions to control the number of people in any given branch at any given time — no small benefit in an era of contact tracing and social distancing.

Here, leaders from Discovery Federal Credit Union, DuPage Credit Union, and Northwest Community Credit Union talk about the day-to-day operation of their systems. To learn about the past, present, and future benefits of appointment scheduling and more, click to read their Q&As.

A Strategy To Combat COVID-19 In 5 Weeks Or Less

When COVID-19 forced the closure of branch lobbies across the country, Discovery Federal Credit Union ($161.1M, Wyomissing, PA) was already exploring online appointment scheduling and lobby management capabilities in the hopes such a system would provide a deeper understanding of why members visit a branch as well shed light on wait times, appointment length, and more.


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