In this article
Scenario
You’d like to offer your clients/members the option to not have to come into the branch for certain services, such as picking up a replacement card.
Suggestion
Consider leveraging Coconut’s curbside services functionality to establish pick-up offerings for your clients/members.
Read on for an example of how this can be set up at your organization.
Where to begin?
Setup
To begin, ensure that the Curbside Services add-on is enabled. Connect with your Customer Success contact to have this enabled at your organization. Please note that you will also need to enable Lobby (Queue Management) to fully leverage this functionality.
Next, add new or edit existing services that you want to be available curbside. This is done by selecting Supports Curbside Pickup in the service’s settings. You’ll also want to ensure Available in Lobby is selected so that clients/members can join the line to complete their follow-up curbside.
Hot Tip! Clearly name services to indicate they’re pick-up services to help clients/members during the online booking process. You can also create a service category that groups all pick-up services for an efficient client/member experience while booking.
Once services are configured, assign these to the staff who will be providing the service.
Then, indicate which of your organization’s locations will support the pickup service by enabling Supports Curbside pickup in the location’s settings. Location-specific instructions related to curbside services can also be included here.
In action: Example engagement
In this example, Amy - the client/member - requests a replacement debit card.
Amy books an appointment to request a replacement card. She meets with Lily, the employee, who takes Amy’s details and assures Amy that she’ll have a replacement card ASAP.
Lily then completes the appointment from her Coconut dashboard. When Amy’s card is ready for pickup, Lily invites Amy to book a follow-up appointment, specifying the Card Replacement Pickup service.
Lily clicks Invite from the completed appointment and selects Card Replacement Pickup to trigger an invite to Amy to come to the branch to pick up her debit card now that it's ready
Amy receives an email notification inviting her to book her follow-up appointment now that her card is ready for pickup. She heads to the location of her initial appointment and, once there, navigates to the online booking flow through the email notification and clicks Join The Line. She selects Curbside and provides her details, including car make and model.
When Amy joins the line for her card pickup, she selects curbside as the method and provides the requested curbside pickup information
Ida, another employee, sees the walk-in appointment come into the queue, assigns herself to it, and brings Amy’s card out to her. Ida then heads back inside the branch where she completes the appointment from her Coconut dashboard.
Additional Resources
If you’re curious about curbside, you may also be interested in the ability to create express lanes in your branches. Check out this blog post for a summary of the benefits.
For more info on adding a service, please refer to this article.
For more information on assigning services to staff, please refer to this article.
For more information on adding a location, please refer to this article.