[Updated August 2025]
Modern Branches Need Modern Tools: How Better Lobby Helps Credit Unions Serve Members Better
It’s true—online and mobile banking have changed the way members interact with their credit union. But while branch traffic may be lower than it once was, the physical branch still matters. Especially for life’s big moments—opening an account, applying for a loan, or getting financial advice—members want a face-to-face connection.
That’s why today’s branches are being redesigned to be smarter, smaller, and more welcoming—more like a helpful retail experience than a traditional transaction center. But making the branch feel modern isn’t just about furniture or layout. It’s about how the member is greeted, how smoothly their visit goes, and how empowered staff are to deliver great service.
And that’s where Better Lobby comes in.
Ditch the Clipboard, Go Digital
Members walking into a modern branch no longer expect to see a clipboard and a long wait. They want to be acknowledged quickly and served efficiently—ideally with the same ease they experience on mobile.
Better Lobby Kiosk 3.0 is designed for just that. Whether using a self-check-in kiosk, a mobile link, or a QR code, members can check in their way. They’re instantly added to the queue and routed to the right staff—no confusion, no missed turns.
Serve Smarter, Not Slower
Here’s how Better Lobby helps your branch feel modern and run smarter:
✅ Self Check-In Kiosk
📱 Mobile Check-In & Online Queuing
Let members join the queue from their phone before they even walk through the door. Their drive time becomes their wait time.
📅 Appointment Booking
Allow members to book appointments in advance, choosing the service they need and the time that works for them. Better Lobby ensures they’re matched with the right staff.
🖥️ Wall Display
Showcase an organized, digital queue in your lobby. Members see their place in line, which reduces stress and confusion.
🧑💼 Flexible Branches & Video Appointments
Support remote video or audio meetings with staff at other branches—or even from home. Ideal for hybrid services and rural communities.
A Culture Shift, Not Just a Tech Upgrade
Moving to a modern branch model isn’t just about updating your technology. It’s about creating a more welcoming, seamless experience for members—and giving your team the tools to work efficiently.
From better first impressions to smarter staffing and analytics, Better Lobby is designed to help credit unions on this journey.
Key Takeaway
The journey to a retail-style, member-friendly branch starts with modern service tools. Better Lobby makes that journey easier by replacing outdated check-in processes with flexible, digital-first solutions that meet members where they are—whether that’s in the lobby, on their phone, or over video.
Want to learn how Better Lobby can modernize your branch experience?
Let’s talk about how we can help you serve members better—anywhere, anytime.
The following section is the original post from September 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
Not much is more frustrating for a branch visitor than to step into the lobby of a crowded branch and realize that they are facing a long, boring wait. The negative results can go viral almost instantly – with smartphones in hand they can tweet or post their negative comments on Facebook, Yelp, Foursquare, etc while in line or your waiting area.
Of course, appointment scheduling can dramatically help remedy this situation, as would the ability to provide your members with real-time updates of “Visitors Waiting” and “Longest Wait” at each of your branches. Using our Mobile Wait Indicator, they can simply log-in to your corporate website and view compatible Mobile web pages to easily obtain this valuable time-saving information.
Key Takeaway: Minimize the risk of bad PR caused by long lines in your branches by making an affordable investment in appointment scheduling software that improves service, reduces costs, and increases sales.