ABOUT US

Better Branches Technology

As our name suggests, our purpose is to help credit unions manage and improve the appointment handling, queuing, sales, and service that takes place in the evolving branch. While accomplishing this, we also equip management to manage service quality and branch labor costs effectively.

As our name suggests, our purpose is to assist credit unions in improving visit management within the ever-evolving branch landscape. We provide a diverse range of tools designed to increase sales and service quality while equipping branch managers with valuable insights regarding branch operations. Our offerings include: Appointment Handling, Service Queuing, and Visit Management solutions that span across multiple visit channels. We work collaboratively with our clients to solve problems that are unique to the changing credit union industry. Our tools equip credit unions to respond and engage with their customers flexibly and more effectively than ever before.

An image of Better Lobby mobile booking tool. The image shows how it can be used on a desktop, tablet, and mobile phone, so that credit union members can book appointments with the credit union.

OUR Journey

It all started in the summer of 2003 when a large Californian credit union teamed with The Poulton Consulting Group and Performance Systems International to conceptualize, design, and build a system for perfecting the members’
account opening experience.

At that time, the CU’s President and CEO stated, “If credit unions are to prosper and grow, they must stop competing on price and improve member service”. For our founding Credit Union, that meant rethinking how they served members. That’s why Better Branches Technology was founded—a desire to significantly improve member service at American credit unions.

Today, our focus is the same as it was in 2003; providing innovative, affordable software solutions that help credit unions deliver the highest standard of service. Our products have continued to evolve and adapt to credit unions’ changing needs ranging from 10,000 to 750,000 members.

Better Branches started in 2003 as a partnership between a large credit union based in California, the Poulton Consulting Group and Performance Systems International. The purpose was to conceptualize, design, and build a system for perfecting how credit unions manage branch visits and streamline new account opening.

At that time, the CU’s President and CEO stated, “If credit unions are to prosper and grow, they must stop competing on price and improve member service”. For our founding Credit Union, that meant rethinking how they served members. That’s why Better Branches Technology was founded a desire to significantly improve member service at American credit unions.

Today, our focus is the same as it was in 2003; working collaboratively with our credit union clients to provide innovative, affordable software solutions that help credit unions deliver the highest standard of service. Our products continue to evolve and adapt to credit unions’ changing needs.

Better Branches Management

Meet the Better Branches Technology team.

A photo of Justin Orr, who works at Better Branches Technology

Justin Orr, President

Justin Orr, President of Better Branches Technology, leverages over 20 years of experience in the Credit Union industry to drive our company's growth in sales, revenue, and customer relationships. His leadership ensures we remain at the forefront of providing innovative software solutions that streamline operations and improve member services for Credit Unions. With a focus on collaboration and excellence, Justin works alongside our leadership team to maintain high customer satisfaction standards and push the industry's service delivery boundaries.

A photo of Jon Eagar, who works at Better Branches Technology

Jon Eagar, Vice President of Operations

Jon Eagar, Vice President of Operations at Better Branches Technology since 2005, oversees the product and development, support, and design of our Better Lobby software. His leadership and strategic vision have enhanced these areas, propelled innovation, and set benchmarks in the Credit Union technology sector. Jon's extensive involvement in engineering and development has significantly advanced our applications and infrastructure, positioning our solutions at the forefront of the market. His commitment to excellence and pivotal role in our operations are fundamental to the continuous evolution and success of Better Branches Technology, affirming our status as a leading provider of cutting-edge solutions to Credit Unions nationwide.

Noel Keathley, Director of Sales

As Director of Sales at Better Branches Technology, Noel Keathley brings a fresh perspective and a client-first approach to every interaction. Backed by a team with deep expertise in the Credit Union industry, Noel focuses on understanding client needs and delivering tailored solutions that drive efficiency and improve member experiences. His strategic mindset and relationship-driven approach make him a valuable partner for credit unions looking to enhance their service capabilities. 📩 Interested in learning more? Book a demo with Noel!

A photo of Yori Nirasawa, who works at Better Branches Technology

Yori Nirasawa, Director of Customer Success

Yori Nirasawa and the Customer Success team are dedicated to helping credit unions succeed by delivering seamless client experiences. They work closely with clients to understand their needs, streamline onboarding, and ensure they get the most value from Better Branches solutions. Beyond client support, the team also plays a key role in product testing, project management, sales support, and marketing, ensuring a smooth and well-rounded experience for clients. 📩 For any training needs or questions, feel free to reach out!

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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