Objective

This feature introduces a hierarchical structure within a Coconut instance to support multi line of business setups. The primary objective of the Multi LOB add-on is to accurately represent large financial institutions' business units as distinct Lines of Business (LOBs) within Coconut. This unlocks some key benefits:

• Present to Banking Customers as One Bank

  • Ability to offer a unified booking experience for banking consumers and contact center agents

• Recreate Lines of Business Structure Within Coconut

  • Association of lines of business with staff, locations, and services to recreate the LOB structure of the financial institution

• Enterprise-level Aggregation

  • Aggregation of LOBs data at the Enterprise-level allows for administrative oversight of Coconut and full institution reporting

• LOB-level Personalization

  • LOB-level configuration and branding, and a segregated experience for advisors.

• Cross LOB Scheduling

  • Allow colleagues to collaborate across lines of business at the same location through schedule visibility, booking appointments, and joint meetings,

Multi LOB hierarchy

The LOBs feature establishes a hierarchy within a Coconut instance

• The Enterprise-level is the top-level parent, encompassing all individual lines of business. It provides an aggregated view of all data

  • Accessing Coconut through the default or Enterprise vanity URL will bring you to this level

• A LOB-level represents a specific business unit (e.g., Wealth) and is a child of the Enterprise

  • Accessing Coconut through a LOB-specific vanity URL will limit the data view to that particular LOB

Multi LOB and the customer experience

The Multi LOB add-on allows for the separation and management of data related to staff, locations, and services at the LOB-level, leading to a more personalized online experience for customers/members interacting directly with a specific business unit. For example, customers/members accessing a specific LOB's booking portal via a vanity URL will see services, locations, and staff relevant to that LOB as well as the LOB's specific branding.

The Enterprise-level provides an aggregated view, presenting the full list of services as a single financial institution.

Line of Business management

Admins at the Enterprise-level can manage lines of business. This includes the ability to:

• View LOBs

  • A datatable displays all existing LOBs, showing their name

• Create a LOB

  • Admins can create new LOBs by providing a name

  • The vanity URL is not set during creation

• Edit a LOB

  • The name of existing LOBs can be edited

  • The vanity URL is displayed but cannot be edited

• Copy Vanity URLs

  • Admins can easily copy both the staff and client vanity URLs for a specific LOB

Access and visibility

Access to the Enterprise and Line of Business levels is dependent on the setup of a Staff profile, and associations to the LOB.

• A staff's assigned role in Coconut will control what data and actions they have access to within Coconut, while the LOB access control determines what levels in the hierarchy they have access to

• Staff members can be granted Enterprise-level access via a setting on their profile

• Users with Enterprise-level access can access all LOB-levels

• Users without Enterprise-level access are restricted to accessing only the LOBs they are directly associated with

• The vendor switcher will only display the levels (Enterprise or associated LOBs) that the authenticated user has permission to access

• Users with only one LOB assigned and no Enterprise-level access will not see the vendor switcher

Line of Business association with resources

LOBs can be associated with key resources within Coconut:

• Locations and Staff

  • Can be associated with multiple Lines of Business

• Services

  • Can be associated with only one Line of Business

These associations can be managed through the create/edit forms, API endpoints and import tool for the respective resources. LOB information will be visible in the data tables with the ability to filter the table results by LOB data.

Line of Business specific settings

Certain settings can be configured at the LOB-level, in some cases overriding the Enterprise-level defaults. When accessing settings, admins can see if a setting is configurable at the LOB-level. Accessing settings at the LOB-level allows admins to see if it has been overridden, and reset overridden settings back to the Enterprise default.

Cross LOB Appointment Scheduling

Cross Line of Business (Cross LOB) Appointment Scheduling is an extension of the Multi LOB add-on. While Multi LOB has been designed to create distinct, separated hierarchies for business units (e.g., Retail, Wealth, Commercial) to ensure data segregation, Cross-LOB Scheduling bridges these silos in controlled ways to support appointment management needs.

Analytics and reporting

Coconut’s reporting and analytics tools will ensure the records displayed will be in the context of how Coconut is being accessed — Enterprise-level will include all data across all lines of business, and LOB-level will be scoped to the current line of business.

One exception to this rule is with the Analytics Lite and Advanced Analytics offerings. In these cases, the data may include any LOB the authenticated user is associated with. A filter can be applied to limit to a single LOB in this case. Filters will be saved when scheduling reports.

API and integrations

API at the Enterprise-level

An admin is able to generate an API key and secret at the Enterprise-level. This is used to make requests to Coconut’s APIs against the full aggregated set of data across all lines of business.

API at an LOB-level

An admin is able to generate an API key and secret at an individual LOB-level. This is used to make requests to Coconut's APIs against the segregated set of data for this specific LOB. All data returned in the responses will be scoped to only a single LOB.

Integrations

Currently, all Coconut integrations are set up at the Enterprise-level and will apply to all the lines of business. If you have questions about a specific integration, please reach out to your Customer Success team to find out more.