Coconut Software, a leading provider of appointment scheduling and lobby management solutions, announced the positive impact of its partnership with National Bank, one of Canada’s leading financial institutions.
By leveraging Coconut Software’s platform, National Bank has achieved a three-fold increase in remote appointment bookings, and a 92% client satisfaction rate, marking a key milestone in the bank’s digital transformation journey.
National Bank’s commitment to modernizing its client experience to meet the growing demand for digital and remote services led them to partner with Coconut Software. This strategic initiative aimed to replace a traditional, branch-focused booking system with a flexible, client-centric platform integrated into their digital ecosystem.
This successful transformation has also led to external recognition for National Bank, which was named a finalist for an OCTAS 2025 award by Réseau Action TI, highlighting their innovative use of information technology in projects like this. The nomination demonstrates the importance of digital transformation in improving client access to banking services.
Coconut Software’s solution empowered National Bank clients to easily schedule appointments online, including remote options, connecting them with the right advisor across the country without needing to visit a specific branch. This not only streamlined the client journey, but also provided employees with greater flexibility and a broader reach.
“It should always be easy for customers to interact with their financial services providers and receive meaningful advice through whatever channel they prefer,” says Katherine Regnier, CEO of Coconut Software. “We are proud to be a catalyst in National Bank’s digital transformation—not just by simplifying booking, but by enabling a more holistic view of both workforce and customer demand. This creates a truly effortless experience, even within a complex ecosystem, and sets a new standard for client access and engagement in the financial industry.”
Some key outcomes powered by the National Bank and Coconut Software partnership include:
Remote appointment bookings increased 3x, demonstrating strong client adoption of digital channels.
92% client satisfaction with the enhanced booking experience, reflecting its ease of use and convenience.
Remote appointments can now be booked 4x faster, reducing friction and saving clients valuable time.
Nationwide access to specialized advisors is available, allowing clients to receive support in their preferred language, for instance.
“By accelerating the shift from physical to remote services, we’re delivering a cutting-edge experience that democratizes access to advice and transforms how we interact with our clients,” says Simon Ledoux, Senior Vice-President – Personal Banking at National Bank.
The results achieved through the partnership with Coconut Software are a key component of National Bank’s recognized digital advancements, showcasing how strategic technology adoption can lead to significant improvements in client experience and operational efficiency.
