coconutsoftware.com 1 Jackson Hewitt Case Study How Jackson Hewitt Increased Booked Appointments by 41% Jackson Hewitt Tax Service Inc. is the second-largest tax-preparation service in the United States, operating more than 6,000 franchised and company-owned locations. The organization prepares over 2 million federal, state, and local income-tax returns each year. Overview Jackson Hewitt For fifteen years, Jackson Hewitt had been booking appointments using an outdated, homegrown system that offered limited functionality. Shift in customer expectations. Many customers now expect to be able to book and manage their appointments online. Jackson Hewitt’s team understood that they needed to revamp their booking process to improve the customer experience, and to increase appointment

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