[Updated September 2025]
There’s no question—mobile banking is a runaway success. From checking balances to transferring money, members love the speed and convenience of doing business from their phones. And now, with mobile payments like Apple Pay becoming mainstream, the smartphone is playing an even bigger role in everyday financial life.
But here’s the truth: mobile doesn’t replace branches. Even the most enthusiastic mobile users agree that there’s no substitute for sitting down with a trusted advisor when making important financial decisions. A Wells Fargo spokesperson summed it up perfectly: “Rational business decisions still dictate having a strong physical presence.”
Why Members Still Value Face-to-Face Service
Branches aren’t just about transactions anymore. Members of all ages visit their credit union when they:
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Need help with complex financial products like mortgages, auto loans, or retirement planning.
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Want reassurance from a real person before committing to a big financial decision.
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Prefer building personal, long-term relationships with their credit union staff.
Face-to-face service builds trust in ways that apps can’t replicate. That’s why the future isn’t mobile or branch—it’s mobile + branch.
The Missing Link: Mobile Appointments
So how do credit unions connect the convenience of mobile with the trust of in-person service? The answer is simple: appointments.
When members can schedule a branch visit right from their phone, everything gets easier:
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Members choose the time, location, and reason for their visit without needing to call.
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Branch staff see appointments in advance and can prepare, making the meeting smoother and more productive.
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Traffic is spread out more evenly, reducing lobby congestion and improving wait times.
This isn’t just about convenience—it’s about maximizing the value of both channels. Mobile becomes the gateway, and the branch becomes the destination.
How Better Lobby’s Mobile Appointment Tool Works
Better Lobby created the Mobile Appointment Booking Tool to make this connection seamless. It’s designed specifically for credit unions and integrates directly with branch workflows. Key features include:
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Mobile-first design: Works on any smartphone, no app download required.
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Customizable scheduling: Members pick their branch, staff member (if applicable), and service type.
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Notifications: Automatic reminders via text or email reduce no-shows.
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Staff dashboards: Employees see their day at a glance, helping them prepare for each member visit.
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Data insights: Managers can review appointment patterns to optimize staffing and resource allocation.
The result? A smoother branch experience for members and more efficient use of staff time.
Why It Matters for Credit Unions
This isn’t just a tech upgrade—it’s a strategy. By offering mobile appointment booking, credit unions:
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Improve sales conversions by ensuring members arrive prepared and staff are ready.
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Enhance service quality by reducing stress and confusion in the lobby.
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Control staffing costs by distributing traffic more evenly throughout the day.
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Strengthen member engagement by blending digital convenience with personal service.
Key Takeaway
Credit unions don’t have to choose between mobile and branch service—members want both. Better Lobby’s Mobile Appointment Booking Tool bridges the gap, turning smartphones into a direct link to branch staff. It’s a win for members, staff, and the credit union as a whole.
The future of service isn’t about replacing people with technology—it’s about using technology to make people even more effective.
The following section is the original post from April 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
Mobile banking has been a runaway success and now mobile payments are gaining traction with the release of Apple Pay and its accompanying media exposure. Yet even big fans of mobile must admit that it is critical for credit unions to maintain a branch presence in their communities. Credit unions that want to truly engage their members must recognize that there is no better form of engagement than face-to-face. A Wells Fargo spokesman put it well: “rational business decisions still dictate having a strong physical presence”.
Members of all ages value the personal interactions that they can only receive at a branch. Many also love their mobile devices and the convenience of mobile banking. In order to facilitate these interactions, we built our Mobile Appointment Booking Tool. It acts as a perfect bridge between the member’s mobile device and the credit union’s branch staff.
Key Takeaway: Our Mobile Appointment Booking Tool unites the mobile and branch channels in a way that positively impacts branch sales, member service quality, branch traffic flow and overall staffing costs.