Main Service Queue

By easily and efficiently queuing incoming branch visitors and notifying staff of their arrival, the Better Lobby Main Service Queue module contributes to outstanding member service, helps build visitor trust, and captures various metrics that are important to management.

The Main Service Queue is the base module of the Better Lobby Solution. It integrates with other existing systems in your organization (e.g., Email, Text, Core, etc.) to further enhance its usefulness and help your organization improve sales and member service while lowering the overall cost of service.

The advantages of using Better Lobby extend well beyond the first point of contact with your member. They include:

  • Speed up service for waiting visitors
  • Improve staff performance
  • Encourage referrals and cross-selling
  • Increase management’s “span of control”
  • Easy to use and affordable
With an emphasis on data security, Better Lobby is locally installed application in your data center and confidential data is kept encrypted at rest and in transit. It is a browser-based application that operates in either I.E. or Chrome.

Main Service Queue - Benefits

The benefits of the Main Sales & Service Queue extend well beyond the first point of contact with your client. They include:
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Flexible Branches Video

  • Connect with your members anywhere, anytime on any device, leveraging our video solution without requiring any special hardware.
  • Connect your members to the right experts across locations, ensuring specialized service without geographical limitations.
  • Book video appointments easily with immediate confirmations and direct Virtual Lobby access links for a smooth meeting setup.
  • Launch video calls with a single click, offering both scheduled appointments and on demand meetings for immediate member support.
  • Tailor video queues, services, and notifications to align with your credit union’s unique needs and branding, with easy third-party video integration.
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Main Service Queue

  • Real-time tracking of in-branch and video visitors, including walk-ins and appointments, improving service speed and member satisfaction.
  • Enables easy check-in options for visitors from anywhere—via the corporate website, in-branch kiosks, or staff assistance, with no apps required.
  • Alerts staff to new arrivals and long wait times, facilitating better service management and reducing visitor wait times.
  • Our analytics offers in-depth, real-time reports on branch traffic, staff performance, and service times, aiding in optimized scheduling and operational improvements.
  • Integrates with the Survey Trigger Module to easily solicit and collect member feedback post-visit, enhancing service quality and member experience.
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Kiosk

  • Provide an easy way for your visitors to check in from service via the physical Kiosk or have them check in from their own device by scanning a QR code.
  • Simplifies the arrival process for all visitors, significantly cutting wait times and improving flow.
  • Easily aligns with your credit union’s look and feel, enhancing member trust and connection. Works across devices and setups, ensuring a seamless user experience anywhere, anytime.
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Online Queuing

  • Enables members to join the Main Service Queue before arriving at the branch, by going on your Credit Unions website and selecting the branch they want to visit,reducing in branch wait times and enhancing member satisfaction.
  • Efficient Parking Lot Check-In, allowing members to confirm their arrival without needing to enter the branch, further streamlining the service process.
  • Members receive instant text confirmations upon queue registration and check-in, complete with a cancellation option, ensuring a smooth and informed visit experience.
  • Provides branch management with foresight into walk-in volumes, enabling better scheduling around peak times for optimal staff utilization and service delivery.
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Wall Display Features & Benefits

  • Displays real-time queue positions while seamlessly promoting your credit union’s brand.
  • Works in harmony with our suite of modules, providing visitors with clear confirmation of their check-in method, whether it’s through appointments, self-check-in kiosk, or online queuing.
  • Advertising – Tailor the display’s look to match your credit union’s aesthetic, from themes and colors to display columns. Plus, utilize the platform to display web compatible advertising, turning the Wall Display into a dynamic tool for engaging visitors and promoting your services.
  • Responsive display – Optimizes the viewing experience with responsive design that adjusts to various monitor sizes and orientations (Mobile, Tablet, Desktop, Smart TV), ensuring clear visibility and interaction from any distance within the branch

Main Service Queue - Features

Better Lobby Main Service Queue Module is used to queue branch visitors for service and is the base application to which other modules may be added. Shown below are some of the features available in the Main Service Queue Module:

  • Queues visitors waiting for non-teller service
  • Kiosk capability for unmanned sign-in (PC, iPad, Surface tablet)
  • Visitor Name, Wait time, Service requested, appointments and special notes displayed in queue Staff notification of new visitor and long waits
  • Skill-based queues (i.e. Mortgage Officers and investment specialists)
  • Host information displayed to staff (for identity checking, etc.)
  • Debit Card can be used for sign-in (unmanned kiosk or by staff at reception)
  • Staff availability displayed; productivity and utilization reported
  • Real-time view of multiple branch activity from any location on your LAN, including a list of who is available to serve members, right now
  • Reports on wait time, service time, employee activity, employee utilization, time of day activities, current status
  • Assembles Staff Utilization reports that shows the productivity of each MSR - great for optimizing staff scheduling
  • Real-time Report data can be exported to Excel, HTLM, PDF and other file formats
  • Custom Reports available
  • Cross-sell activity input and tracking with conclusion notes and reporting by branch, employee and date
  • Cross-sell reporting by employee that calculates "close rate"
  • In-branch Referral input and tracking with conclusion notes and reporting by branch, employee and date
  • Wait time standard may be branch specific
  • Services may be Branch specific
  • Browser based, MS DOT Net technology
  • Windows integrated sign-in enabled

Staff Availability & Productivity

The Staff Availability and Productivity feature is a valuable addition to Better Lobby and comes standard with the Main Service Queue Module.

In the same way that Better Lobby measures hard-to-measure facts about Branch Visitors (or call center callers), the Staff Availability feature provides important information about staff utilization and productivity.

It enables managers to see which staff are available “right now” to serve members as well as providing historic reporting into the time that staff are “not available” to serve (see utilization graph, at right). The Option also enhances Remote Lobby Manager (if deployed) by providing similar Staff Availability Status information in that feature. Both graphical and numeric reports can be saved in a variety of formats (i.e. PDF, HTML etc.) to increase the ease with which the information is shared.

Referrals & Cross-sell Tracking

Available in the Main Service Queue module, these included options are ideal for organizations that encourage referrals and cross-selling and want to measure both staff behavior and the number of sales successes.

Referrals are easily recorded at the time the branch visitor is entered into Better Lobby. The referral status is then displayed in both the Lobby queue notes and automatically included in the Conclusion Notes without requiring additional user effort (i.e. “referral from Mary Hanson”).

Cross-selling activity is recorded at completion of the service when completing the Service Conclusion Notes in Better Lobby. Multiple entries may be made and are also included in the Conclusion notes automatically.

A number of real-time management reports are available and exported to a variety of file types including PDF, Excel, print and others. Custom reports may also be created.

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Implementing Appointment Scheduling Software in Financial Institutions

In today’s fast-paced world, where time is often considered more valuable than money, financial institutions are increasingly turning to technology solutions like appointment scheduling software to enhance operational efficiency and improve customer service. This article explores the process of implementing such software in financial institutions, highlighting the benefits, challenges, and key strategies to ensure success. Introduction to Appointment Scheduling Software What is Appointment Scheduling Software? Appointment scheduling software simplifies how appointments are booked, managed, and tracked, shifting these activities from manual to automated processes. In the context of financial institutions, this software transforms the customer service experience by enabling customers to book their own appointments online at any time. Whether it’s for opening a new account, discussing loan options, or getting financial advice, this technology facilitates smoother, more efficient scheduling without the hassle of phone calls or in-person visits. Why Financial Institutions Need Appointment Scheduling For financial institutions, the adoption of appointment scheduling software is driven by the need to optimize efficiency and customer satisfaction. This technology reduces the administrative burden associated with manual scheduling, decreases customer wait times, and allows for better allocation of resources. By ensuring that staff are available at times that suit the needs of their clients, financial institutions can provide a more personalized service, which is critical in retaining customer loyalty in a competitive market. Good to Know: Implementing appointment scheduling software can also help in gathering data on peak demand times and customer preferences, which can be used to further refine service offerings and operational planning.  Benefits of Appointment Scheduling Software Enhanced Customer Experience Allowing customers to book their own appointments gives them control over their time and reduces the stress of waiting. When customers can schedule their visits whenever it suits them, they feel more valued and respected by their financial institution. This significantly boosts their overall satisfaction and loyalty because they don’t have to endure long lines or crowded spaces. Good to Know: To further enhance customer experience, consider integrating appointment scheduling with automated reminders via SMS and email, reducing no-shows and keeping your schedule efficient. Operational Efficiency Appointment scheduling software streamlines the entire booking process, significantly reducing the workload on your staff. By automating these tasks, your team can focus on delivering more personalized and attentive service to customers who are in the branch. This not only improves service quality but also boosts employee morale by removing tedious administrative duties. Good to Know: Integrating your scheduling software with your CRM system can automate data entry and maintain better records of customer interactions, improving service personalization. Data Collection and Insights Modern appointment scheduling tools come equipped with powerful analytics features. These tools gather data on how customers interact with your scheduling system, including their preferences for appointment times and the frequency of their visits. Analyzing this data helps identify patterns and trends, enabling your institution to make informed decisions about staffing, marketing, and customer service enhancements. Good to Know: Use heat maps generated from appointment data to optimize your staff allocation during peak and off-peak hours, ensuring you have adequate coverage when it’s needed most.  Implementing Appointment Scheduling Software in Financial Institutions Offering a great member experience isn’t just about being friendly—it’s also about being organized, efficient, and flexible. That’s why more and more credit unions are turning to appointment scheduling software in financial institutions to better serve their members. At Better Lobby, we make it easy to bring appointment scheduling into your branch operations—and the benefits show up fast. Why Appointment Scheduling Matters Today’s members are used to booking everything—from doctor visits to haircuts—online and on their time. They expect the same from their credit union. Appointment scheduling software in financial institutions helps credit unions: ✅ Allow members to book appointments online, anytime✅ Reduce lobby wait times and congestion✅ Match members with the right expert based on service needs✅ Improve staff planning and reduce last-minute scrambles Whether it’s a loan consultation, account opening, or financial advice session, appointments help create more meaningful and efficient interactions. How Better Lobby Makes It Simple Better Lobby’s appointment system is designed specifically for credit unions: 📅 Supports in-branch, phone, and video meetings 📸 Shows staff photos and service specialties during booking 💬 Sends real-time confirmations and reminders to members 🌐 Fully customizable to fit your brand and services With Better Lobby, setting up appointment scheduling software in financial institutions isn’t complicated—and your members will notice the difference right away. Implementing Appointment Scheduling Software: Step-by-Step Assessing Your Needs The first step in implementing appointment scheduling software is to thoroughly understand the specific requirements of your credit union. Evaluate the scale of your operations, including the number of branches and the variety of services that need scheduling support. This evaluation will guide you in choosing a system that aligns perfectly with your operational needs. Good to Know: Consider not only your current needs but also potential future expansions. Choose a scalable solution that can grow and adapt to changes in your business size and needs. Choosing the Right Software Selecting the right software involves finding a balance between functionality and usability. It should have the capacity to meet your complex needs while being simple enough for staff and customers to use effortlessly. Essential features to look for include support for bookings from multiple channels (online, phone, in-person), automatic reminders to reduce no-shows, and extensive customization options to fit your specific operational style. Good to Know: Dive deep into user reviews and case studies, or request a trial period to see how the software performs in real-world scenarios before making a commitment. Integration with Existing Systems For seamless operations, the scheduling software must integrate well with your existing systems such as your Customer Relationship Management (CRM) software, financial management tools, and your website. This integration ensures that all systems communicate effectively, keeping data consistent and up-to-date across your entire operation. Good to Know: During the integration process, pay close attention to data security and compliance with financial regulations to protect customer information. Staff Training and Buy-In Successful