Author: Ailie Macquarie

Let Members Check In in Seconds with Better Lobby

A member’s experience starts the moment they walk into your branch. If their first questions are “Where do I go?”, “Do I need to wait?”, or “Who can help me?”, the lobby is already creating friction. Better Lobby helps credit unions replace that confusion with a fast, guided check-in process that gets members where they need to go without slowing down staff. Why First Impressions in the Lobby Matter When members are unsure where to go, lines form quickly, the front desk gets interrupted, and staff spend valuable time directing traffic instead of serving members. For credit unions, that can mean longer waits, more congestion, and a less personal experience before the real conversation even begins. A smoother lobby process sets the tone for better service from the start. One Simple Check-In With the Better Lobby Kiosk, members can quickly select the service they need and get routed to the right staff member. That creates clear direction, shortens lines, and reduces interruptions for your front-desk team. Instead of managing uncertainty at the entrance, your staff can focus on helping members with the services that matter most. QR Code Kiosk: Check In from a Personal Device For branches that want an even more flexible option, Better Lobby also offers a QR Code Kiosk in User Device Mode. Members simply scan the QR code and check themselves in using their own phone. There is no need to wait at a shared screen, making it a convenient choice for busy lobbies, smaller branches, drive-up service, parking lot check-in, and members who prefer a contactless experience. Credit unions can place the QR code wherever it fits their branch flow best, including signs, brochures, counter displays, or handout cards. That flexibility makes it easy to offer self-service check-in without adding complexity to the member experience. Why Credit Unions Choose Better Lobby Reduce congestion at the entrance Route members correctly the first time Free staff from managing lines Deliver a modern, convenient branch experience Streamline the lobby with a check-in process designed specifically for credit unions A Better Lobby Starts Before the Conversation Better Lobby helps credit unions create a smoother, more organized branch experience by letting members check in quickly and confidently. Whether they use an in-branch kiosk or scan a QR code on their own device, the result is the same: less confusion, better flow, and more time for meaningful member service. If you want to streamline the lobby with a check-in solution built specifically for credit unions, Better Lobby and its kiosk options make that first step easier for everyone.

Improve the Member Experience with Better Lobby’s Branch Service Queue Display

[Updated October 2025] Digital signage in credit unions has come a long way from simple posters and static displays. Today, members expect real-time updates, modern visuals, and a clear sense of where they stand when they visit a branch. That’s why Better Lobby’s Branch Service Queue Display is changing how credit unions communicate with their members while they wait. This powerful, fully responsive display solution integrates directly with your Better Lobby system—bringing together functionality and design. Whether displayed on a small monitor or a large video wall, it adapts to any screen size or resolution seamlessly. Why the Queue Display Matters The Branch Service Queue Display isn’t just about showing names or ticket numbers—it’s about transparency and trust. When members can see that they’re checked in and understand their position in the queue, it instantly reduces uncertainty and improves satisfaction. Here’s how it makes a difference: Real-time visibility: Members can track their place in line, making wait times feel shorter and more predictable. Integrated branding: Customize screens with your credit union’s logo, colors, and tone to reinforce your brand identity. Streamlined communication: Staff and members stay on the same page, ensuring smooth transitions between appointments and walk-ins. Enhanced member experience: Displays can show additional content—such as helpful financial tips, product highlights, or community updates—keeping members informed and engaged while they wait. The Future of the Branch Experience Adding the Branch Service Queue Display module to your Better Lobby setup is a simple step that delivers immediate results. It not only elevates your credit union’s digital presence but also helps staff manage lobby traffic efficiently and consistently. With this solution, every visit feels organized, professional, and member-focused—demonstrating that your credit union values both innovation and the member’s time. How Better Lobby Makes Queue Management a Seamless Part of the Member Experience The Branch Service Queue Display is more than just a digital sign—it’s an essential part of a modern, connected branch experience. Designed to integrate effortlessly with Better Lobby’s queue management and appointment systems, it ensures members always know what’s happening, and staff can focus on delivering exceptional service. 1. Fully Responsive DesignWhether your branch uses small monitors, large video walls, or tablets, the Queue Display adjusts automatically for any screen size or resolution. That means you can use existing hardware and still deliver a professional, modern presentation. 2. Real-Time Member UpdatesAs soon as a visitor checks in, the display confirms their status in the queue and shows their estimated wait time. This reduces anxiety, keeps members informed, and helps staff manage expectations transparently. 3. Consistent Branding Across Every ScreenBetter Lobby gives you the power to customize your queue displays with your credit union’s logo, colors, and messaging. This turns a simple wait-time screen into an extension of your brand identity—showing members that you value both their time and your image. 4. Combine Service with EngagementBetween queue updates, screens can display helpful content—like financial education tips, promotions, or community announcements—creating an opportunity to inform and engage visitors while they wait. 5. Smarter, Connected Branch OperationsBecause it’s part of the larger Better Lobby ecosystem, every check-in and appointment automatically feeds into your reports and dashboards. Branch managers gain insight into traffic patterns, service times, and staff performance—all from one central platform. Adding the Branch Service Queue Display to your Better Lobby system transforms waiting time into an experience that reflects your credit union’s professionalism, efficiency, and commitment to members. It’s an easy upgrade that makes every visit feel organized, modern, and member-focused. Key Takeaway Credit unions that enhance their Better Lobby system with the Branch Service Queue Display enjoy higher member satisfaction, improved staff coordination, and a more modern in-branch experience from day one.   The following section is the original post from April 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Without a doubt, digital merchandising represents a step way beyond traditional branch signs and displays.  To take it a progressive step further would be to add our latest module: Branch Service Queue Display. This powerful software supports a wide array of display types, resolutions, and screen sizes via responsive software design. In action, it provides confirmation to waiting visitors that they are “checked in” and shows where they are in the service queue. It truly is a perfect complement to any credit union’s digital merchandising strategy and implementation. Key Takeaway: Credit unions that add our latest Branch Service Queue Display module to their Better Lobby implementations will enjoy multiple benefits immediately such as increased member satisfaction levels and improved staff efficiency.

How Mobile Tools Are Improving Credit Union’s Branch Experience

A person holding a cell phone mobile phone the phone has a network connections being projected from the phone including the words search, account, website, content, resource, application. Icons also are near the mobile device including icons for phone, user, display monitor, messaging. Better Lobby, the software platform provides options to create an appointment or check into a queue from your phone.

[Updated October 2025] Today’s credit union members expect convenience and connection—especially when visiting a branch. Research from Shikatani Lacroix Design (SLD) found that consumers increasingly want to use their smartphones to make branch visits smoother. They want to know how busy a branch is before they arrive, check in on their phones when they get there, and even receive helpful updates while they wait. That’s where Better Lobby comes in. With Better Lobby’s Mobile Appointment Booking Tool, and Self Check-In Kiosk, credit unions can give members the experience they want—fast, intuitive, and mobile-friendly. These tools work together to eliminate wasted time, reduce frustration, and showcase your credit union as a modern, member-focused organization. Streamline the Journey from Start to Finish Book from anywhere: Members can schedule appointments in advance using their mobile device, ensuring they meet with the right staff member at the right time. Skip the line: Upon arrival, they can check in using the Self Check-In Kiosk or a QR code, instantly alerting staff that they’ve arrived. Stay informed: The Branch Service Queue Display keeps members updated on their place in line, so they feel informed and valued while they wait. Together, these solutions create a seamless flow—from digital to in-branch—helping credit unions deliver the kind of connected experience members expect. Building Emotional Connection Through Experience Like SLD’s “Blink Factor” philosophy, Better Lobby focuses on creating instant and lasting impressions. When members walk into your branch and see efficient check-ins, clear digital displays, and friendly staff who are ready for their appointment, they instantly recognize your credit union as innovative, organized, and member-first. Consistency across every touchpoint—from mobile to lobby—strengthens trust and keeps your brand top of mind long after the visit ends. Bringing Digital Convenience Into the Branch Members want flexibility. They expect the same ease of use from their credit union that they get from their favorite apps—without losing the personal connection that makes branch visits meaningful. By introducing digital scheduling tools, credit unions can give members control over their experience while maintaining the trusted, human-centered service that defines their brand. Tools like Better Lobby’s Mobile Appointment Booking help bridge this gap, allowing members to plan their visits ahead of time and ensuring staff are prepared to serve them efficiently. This seamless mix of technology and hospitality not only saves time—it strengthens relationships and reinforces your credit union’s commitment to exceptional member care. Key Takeaway Using mobile devices to set appointments and check in streamlines the branch experience, reduces wait times, and builds member satisfaction. With Better Lobby’s integrated tools, your credit union can deliver the modern, friction-free experience members expect—every time.       The following section is the original post from March 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Research from Shikatani Lacroix, an award winning Toronto-based design and branding firm, shows that many consumers would like to use their smartphones to help them streamline branch visits. Not only would like to be able to determine how busy a branch is prior to a visit, they are willing to use their mobile devices for self-service check-ins, and they say they are open to receiving information while they wait. We can help with all of these issues via appointment setting with our Mobile Appointment Booking Tool; with our Self Check-in Kiosk Software; and with our new Branch Service Queue Display solution. Key Takeaway: Using mobile devices to set appointments reduces wasted time and eliminates a huge friction point – branch wait times.

The Rise of Video Banking: A Smarter, More Human Way to Connect

[Updated October 2025] As digital transformation reshapes how members interact with their credit unions, one truth remains clear: people still want personal connections—just delivered in more flexible ways. Video banking bridges that gap, giving members the convenience of remote access with the warmth of a face-to-face experience. With Better Lobby’s Flexible Branches Video Meetings module, credit unions can offer members the best of both worlds. Whether a member walks into a branch, joins a virtual queue from home, or connects from their office, they can instantly meet with the right expert—without the need for travel or long wait times. Why Video Matters for Modern Credit Unions Video banking isn’t just about technology—it’s about choice. Members get to decide how they want to interact: In-branch video rooms connect members to remote specialists for services like loans, mortgages, or investments. At-home appointments make it easier for busy members to handle financial matters on their own schedule. Virtual walk-ups allow spontaneous, real-time help without needing to wait for an open slot. This flexibility helps credit unions deliver more consistent service, reduce pressure on call centers, and extend the expertise of their staff across multiple branches. Beyond Convenience: Building Trust Through Connection Unlike chatbots or long phone queues, video calls provide a human face, tone, and empathy—factors that strengthen trust and loyalty. Members feel seen and heard, even when meeting remotely. And for credit unions, this approach demonstrates a commitment to innovation that still puts people first. How Better Lobby Makes Video Banking Simple and Seamless Better Lobby’s Flexible Branches Video Meetings module is built to help credit unions meet members wherever they are—without compromising personal service. What sets it apart is how naturally it integrates into both your physical branches and your digital channels. 1. One System, Many ChannelsFrom walk-ins at video-equipped branches to remote appointments booked online, all sessions are managed in a single, streamlined system. Staff can switch between in-person and remote meetings effortlessly, and members always enjoy a consistent experience. 2. Smarter Scheduling and RoutingOur intelligent appointment system automatically connects members with the right staff—whether that person is at HQ, working from home, or supporting multiple branches. Flexible scheduling tools ensure availability aligns with demand, reducing idle time and boosting efficiency. 3. A Familiar, Secure EnvironmentMembers don’t have to download extra software or struggle with setup. Better Lobby’s secure, browser-based video meetings make it easy to connect from any device. Every interaction is encrypted, compliant, and built with credit union standards in mind. 4. Extend Your Expertise Across BranchesWith video banking, credit unions can make the most of specialized staff—like mortgage or investment advisors—without needing them physically present in every branch. Members still get expert help when they need it, no matter their location. 5. Data and Insights You Can UseEvery appointment, whether in person or virtual, feeds into Better Lobby’s reporting dashboards. This gives branch managers a complete picture of how members engage with their credit union, helping guide staffing decisions and long-term strategy. Better Lobby’s video tools don’t just add convenience—they redefine accessibility. By combining flexible scheduling, seamless technology, and real human connection, your credit union can serve more members, more efficiently, and with more impact. Key Takeaway Video done well—through virtual walk-ups or scheduled appointments—gives members greater choice, more convenience, and a better experience overall. With Better Lobby’s video banking tools, credit unions can connect members with real people, wherever they are, while keeping service seamless and human-centered.   The following section is the original post from November 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Many surveys have found that speaking directly with a member of staff is the most efficient way of resolving consumers’ issues. If an interaction can’t be face to face, then video comes in a strong second as a way to help create a better connection between people. By investing in video banking technology like our Flexible Branches Video Meetings module, CUs are able to offer a mix of walk-in and remote video appointments. Expert staff can work from your HQ – or from their home – to help members at any of your video-equipped branches. Of course, members could also join the video queue from their home, office or anywhere from their mobile device. Key Takeaway: Video done well via virtual walk-ups or by appointments delivers greater choice of channels, more convenient service, and while easing pressure on call centers.

Why Branch Visits Still Matter-Even in a Digital Age

[Updated October 2025] Even with mobile apps and online banking dominating daily transactions, members still value the face-to-face experience that only branches can provide. Studies from CO-OP Financial Services and U.S. Bank found that 86% of consumers plan to continue visiting branches over the next five years. For credit unions, this means that the branch isn’t disappearing—it’s evolving. The Human Side of Banking As Sarah Canepa Bang, Chief Strategy Officer at CO-OP Shared Branch, explains, “Credit unions have always been leaders in personal service.” That member-first culture continues to be a defining advantage for credit unions, even as digital transformation reshapes how members interact. The key is blending technology with the personal touch members already trust. Branches remain where life’s biggest financial conversations happen—buying a home, consolidating debt, or planning for retirement. Members want knowledgeable staff who can help guide them through important decisions, and they value the confidence that comes from sitting down with a real person. Better Lobby: Making Personal Service More Convenient The challenge for credit unions is delivering that in-branch experience while matching the convenience members expect from digital tools. That’s exactly where Better Lobby’s Appointment Booking tools come in. With Better Lobby’s Mobile Appointment Booking Tool, members can easily schedule a meeting at their preferred branch, on their own time—through a phone, tablet, or desktop. Staff instantly see appointments in their calendars, allowing them to prepare in advance and ensure each visit is productive and personal. The result is a smoother, more efficient experience for both staff and members. No long waits. No uncertainty. Just service that fits today’s pace of life. The Future of Member Access As branches evolve into consultative service centers, scheduling and queue management become essential. Tools like Better Lobby’s Appointment Booking, Online Queuing, and Kiosk modules help credit unions balance efficiency with connection—ensuring members can get expert help without feeling rushed or overlooked. Enhancing the Modern Branch Experience Today’s members expect flexibility—whether they’re managing accounts online or meeting face-to-face with a financial advisor. That’s why forward-thinking credit unions are transforming their branches into experience centers where convenience and personal service meet. By integrating tools like Better Lobby’s Appointment Booking and Online Queuing, credit unions can create a seamless journey for members: they can research services online, schedule an appointment in seconds, and receive personalized attention when they arrive. This modern approach not only saves time but also shows members that their credit union values both innovation and relationships. In short, it’s not about replacing the branch—it’s about reimagining it for today’s digital world. Key Takeaway There’s no substitute for the human connection that happens in a branch—but there’s also no reason it can’t be modern and convenient. With Better Lobby’s Mobile Appointment Booking Tool, credit unions can bring the best of both worlds together—giving members easy access to personalized, in-branch financial guidance whenever and wherever it fits their schedule.   The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.   Consumers still prefer visiting brick and mortar branches for many of their financial transactions, according to studies from CO-OP Financial Services and U.S. Bank. In fact, a whopping 86% of those surveyed plan to do business in branches during the next five years. Sarah Canepa Bang, Chief Strategy Officer for CO-OP Shared Branch which is a nationwide network of 5,400 branches dedicated to serving members of 1,800 participating credit unions, stated in their report that “credit unions have always been leaders in personal service…” A key part of delivering personal service at the branch increasingly involves appointment setting. Not much is more convenient than letting members easily select a time and location to discuss a host of banking and financial solutions — when and how it makes the most sense for them. Key Takeaway: There simply is no substitute for talking with someone face to face about your financial needs and issues and Mobile Appointment Booking Tool puts more convenience and access to your branch staff in the hands of those who need it — your members.

How Video Banking is Expanding Member Access and Expertise

An image of a man in a credit union on a video call with other people. Better Lobby flexible branch video provides a solution for credit unions to meet with members and visitors in video meetings. This includes appointment video meetings.

[Updated October 2025] Video banking is no longer just a novelty—it’s quickly becoming one of the most impactful tools in modern credit union service delivery. According to a survey of global banking leaders, the top uses for video technology include private banking, mortgages and loans, investments, and new customer acquisition. These are all high-value interactions where personal connection and trust matter most—and that’s exactly where Better Lobby’s Video Module shines. Credit unions like BluCurrent Credit Union in Springfield, Missouri, are already proving that you don’t need to be a large financial institution to benefit from video banking. Even with just three branches, BluCurrent’s members have embraced video conferencing as a convenient and personal way to meet with specialists. How Better Lobby Makes Video Banking Work for You Our Better Lobby Flexible Branch Video module extends your branch’s service capabilities far beyond its physical walls. Instead of needing mortgage officers, financial advisors, or loan specialists stationed at every branch, expert staff can serve members remotely—whether from headquarters, a service hub, or even their home office. Here’s how it helps credit unions of all sizes: Centralized Expertise: Connect members in smaller branches or rural areas to specialists instantly. Unified Queues: The same queue that manages in-branch visits can now include video appointments, making it simple for staff to handle both types of interactions efficiently. Member Convenience: Members can start a video meeting from home, their office, or even a mobile device—no extra logins or complicated setup required. Improved Utilization: Staff can manage time more effectively, serving more members across more locations without added overhead. Video banking doesn’t replace the human connection—it enhances it. By combining the power of technology with Better Lobby’s intuitive queue management system, your credit union can deliver personalized, face-to-face service at any scale. Why Video Banking Is Becoming a Core Credit Union Service Video banking isn’t just about technology—it’s about giving members the flexibility to connect with your team wherever and whenever they need help. With Better Lobby’s Flexible Branch Video, credit unions can offer this next level of accessibility while maintaining the same high standards of personal service that define in-branch experiences. Here’s how credit unions are using the video module to transform service delivery: 1. Expanding Expertise Across BranchesInstead of requiring every branch to staff full-time loan officers or financial specialists, the video module allows experts to serve multiple locations remotely. This means your smaller or rural branches can offer the same level of professional support as your main office—without increasing costs. 2. Simplifying Member AccessMembers can join a video meeting directly from their mobile device, home computer, or a video-enabled kiosk at the branch. It’s as easy as checking in—no complicated links or separate logins. 3. Creating Seamless Hybrid ExperiencesVMQ integrates directly with your Better Lobby queue management system, meaning both in-person and virtual visitors flow through the same system. Staff can easily manage walk-ins, scheduled appointments, and video meetings all from one unified dashboard. 4. Increasing Staff ProductivityBy centralizing high-value services like mortgage consultations, investment advice, or new member onboarding, your staff can focus on their strengths and maximize their time serving members efficiently. 5. Building Trust in the Digital AgeVideo appointments maintain the face-to-face interaction that members value, even when they can’t make it to a branch. That personal connection fosters trust, loyalty, and confidence in your credit union’s ability to meet their needs—digitally and personally. In today’s world, flexibility and personalization are key. Better Lobby’s flexible branch video module brings both—helping your credit union deliver the right service, through the right channel, at the right time. Key Takeaway Video conferencing is no longer reserved for big banks—it’s transforming service models across credit unions of every size. Better Lobby’s video module gives you the member service management component that standard video tools lack—so your credit union can offer expert, human-centered service anywhere, anytime. The following section is the original post from April 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. BluCurrent Credit Union in Springfield, MO has incorporated video conferencing into its three branches.  Although they are only a $158 million-asset credit union, BluCurrent invested in the technology and video conferencing has been very well received by their members. We developed our Branch Video Meeting Queues to help credit unions provide full support to any local market without the need for expert staff to be physically present at each branch. Better Lobby Video Meeting Queue Module (VMQ) extends your Better Lobby Branch Queue beyond the branch so that the queue can be seen and served by expert staff located elsewhere. Key Takeaway: Video conferencing is coming to CUs of all sizes and the best way to manage it is via our VMQ software which provides the member service management component missing from video conferencing systems.

The Future of Credit Union Service: Flexible Branch Video

A photo of two people having a video meeting on a computer. Better Branches offers a video meeting module called Flexible Branches Video, allowing Credit Unions to talk to their members.

[Updated October 2025] As credit unions continue to innovate and modernize, video banking is emerging as the next big step in creating a more connected, flexible, and accessible member experience. Recent research by Efma and Vidyo shows that nearly 80% of financial institutions plan to offer video-enabled banking services, reflecting a growing industry consensus: members want both convenience and personal connection—and video delivers both. At Better Lobby, we’ve designed the Flexible Branch Video module to help credit unions bridge the gap between digital service and human interaction. This powerful module allows credit unions to serve members via video—whether they’re connecting from home, a branch kiosk, or even another location entirely—without losing the personal touch that defines credit union service. How Better Lobby Makes Video Work for Credit Unions The Flexible Branch Video module builds on core Better Lobby principles—efficiency, transparency, and simplicity—while adding video integration designed for real credit union workflows. It’s not just a video call; it’s a managed, organized, and data-driven service experience. Here’s what makes it different: Seamless Scheduling and RoutingMembers can easily book a video appointment through online, mobile, or call center channels. The system routes each appointment to the right staff member—whether they’re in the branch, at headquarters, or working remotely. Click-to-Call and Call EscalationStaff and members can initiate or escalate to video instantly, improving problem resolution and member satisfaction. Secure and ReliableBuilt for the security standards credit unions require, the Flexible Branch Video module keeps sensitive conversations protected while maintaining high-quality, stable video performance. Integrated ExperienceVideo interactions are tracked alongside in-branch and online queue data in Better Lobby’s dashboards and reports—giving you a complete view of your member engagement across all channels. Why It Matters As credit unions expand their digital capabilities, maintaining a personal, member-first approach is essential. Video banking creates a bridge between digital convenience and the trust of human interaction. Whether it’s for mortgages and loans, private banking, investments, or new member onboarding, video allows your experts to meet members where they are—on any device, at any time. How Flexible Branch Video Elevates Member Experience Credit unions are redefining what it means to deliver personal service in a digital world. The Flexible Branch Video module takes the best parts of branch interactions—the trust, the empathy, and the personal guidance—and makes them accessible anywhere through secure, high-quality video meetings. Here’s how this feature transforms both the member experience and operational efficiency: 1. A Smarter, More Flexible Service ModelMembers don’t always need to visit a branch to get expert help, and staff don’t always need to be on-site to deliver it. With Flexible Branch Video, credit unions can connect members with specialists no matter where either party is located. Whether it’s a mortgage consultation, investment advice, or account setup, the experience feels just as personal as being in-branch. 2. Centralized Expertise, Local ConnectionSmaller branches can now offer the same depth of expertise as larger locations. Specialists working from headquarters—or even remotely—can serve multiple branches at once through scheduled or on-demand video meetings. This ensures consistent service quality across every location while making better use of staff time and skills. 3. Fully Integrated and Easy to ManageThe Flexible Branch Video module isn’t just another standalone tool. It integrates directly with Better Lobby’s queue management and appointment systems, creating one seamless workflow. Staff can manage in-person, scheduled, and video meetings from a single interface—reducing complexity and improving coordination. 4. Built for Member TrustVideo interactions are secure, reliable, and easy for members to join. There’s no need for complex software downloads or extra logins. The system maintains the same privacy and professionalism members expect during in-person visits, making it ideal for sensitive financial discussions. 5. Data That Drives ImprovementAll video interactions are tracked alongside other member touchpoints in Better Lobby’s reports and dashboards. This data gives managers a full picture of how, when, and why members choose video—helping credit unions refine staffing, training, and service strategies based on real usage patterns. With Flexible Branch Video, credit unions don’t have to choose between personal service and digital convenience—they can offer both, seamlessly. Key Takeaway Now is the time for credit unions to embrace video as part of their digital service strategy. The Better Lobby Flexible Branch Video module provides the missing link between technology and service management—empowering credit unions to deliver exceptional, face-to-face service virtually, with the same warmth and reliability members expect in person.   The following section is the original post from June 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Some observers contend that video banking will be the next chapter in a credit union’s digital transformation. Research co-sponsored by Efma and Vidyo found that nearly 80% of all surveyed FIs plan to offer video-enabled banking services. Respondents noted that regardless of the channel (mobile, desktop, branch or ATM), the most important capabilities for video banking services were: click-to-call call scheduling call recording call escalation In preparation for this transformation and to help address item 2 above, we developed Better Lobby Video Meeting Queue Module (VMQ). Key Takeaway: Now is the time for credit unions to start working on their video implementations and a perfect first step is to look at Better Branches Branch Video Meeting VMQ solution that provides the member service management component missing from many video conferencing systems.

Why Branches Still Matter in the Age of Digital Banking

automation hand for credit unions better lobby software

[Updated October 2025] It’s never been easier to manage your finances online—depositing checks, paying bills, or checking balances can all happen in seconds from your phone. Yet despite the convenience, research shows that members still value visiting a branch for certain transactions. According to Bankrate, 45% of Americans have visited a bank or credit union branch within the past 30 days, and 86% plan to continue using branches in the next five years. Why? Because the branch experience offers something digital channels can’t: trust, expertise, and human connection. Many members visit branches not because they have to—but because they want to. The Role of the Modern Branch Today’s branches are less about everyday transactions and more about meaningful conversations. Members come in to: Discuss major financial goals, like buying a home or consolidating debt Seek personalized advice for complex financial situations Build trust through one-on-one interactions with experienced staff As Anne Pace of Bank of America put it, “The banking center is becoming more and more a place not only for basic transactions, but for people to discuss complex issues.” Branches aren’t disappearing—they’re transforming. They are evolving from transactional spaces into relationship hubs where members feel seen, heard, and supported. Connecting Personal Service with Modern Convenience Even as branches adapt, efficiency and convenience remain essential. Members don’t want to spend time waiting—they want quick, focused service that respects their schedule. That’s where Better Lobby’s Mobile Appointment Booking Tool makes all the difference. With just a few taps, members can: Choose their preferred branch and staff member Schedule an appointment at a convenient time Receive reminders to bring any necessary documents For staff, appointments automatically appear in calendars, helping them prepare and deliver a more productive and personalized experience. The Future Is Hybrid As digital and physical channels continue to blend, credit unions have an opportunity to bring the best of both worlds together—combining digital convenience with human-centered service. Members can start their journey online and finish it in the branch, confident that their visit will be efficient and meaningful. Bringing Digital Convenience Into the Branch Members want flexibility. They expect the same ease of use from their credit union that they get from their favorite apps—without losing the personal connection that makes branch visits meaningful. By introducing digital scheduling tools, credit unions can give members control over their experience while maintaining the trusted, human-centered service that defines their brand. Tools like Better Lobby’s Mobile Appointment Booking help bridge this gap, allowing members to plan their visits ahead of time and ensuring staff are prepared to serve them efficiently. This seamless mix of technology and hospitality not only saves time—it strengthens relationships and reinforces your credit union’s commitment to exceptional member care. Key Takeaway Important financial matters deserve personal attention—and that often means a face-to-face conversation. Better Lobby’s Mobile Appointment Booking Tool bridges the gap between convenience and connection, ensuring members get timely, personal service every time they step into your branch. The following section is the original post from March 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The rise of online and mobile banking have made it convenient to do many routine financial transactions – checking balances, paying bills, depositing checks, etc. – remotely, but that doesn’t mean that branches are about to disappear. Bankrate, the Web’s leading aggregator of financial rate information, reports that branch visitors make the journey from many reasons: “concerns over security, ease of use, lack of awareness, and a desire to meet the people they’re entrusting their money to face to face.” The fact is the branch is less and less about basic transactions, and more and more about the need for people to discuss important and oftentimes complex financial issues. Key Takeaway: Important financial matters are best handled at the branch and that often means an appointment. Our Mobile Appointment Booking Tool ensures timely service and reminds members to bring the information necessary to the meeting.

Send an Email to Members so they Book an Appointment with Your Credit Union

[Updated October 2025] Smarter Email Campaigns Meet Seamless Appointment Booking Credit unions have always thrived on personal relationships—but in the digital age, personalization happens through smart technology, too. Today’s marketing tools make it possible to connect with members in real time, offering not just information, but instant action. That’s why combining dynamic email marketing with Better Lobby’s Mobile Appointment Booking Tool is such a powerful strategy. Imagine sending an email about auto loan refinancing or home equity consultations—where members can watch a short video, learn the basics, and immediately book an appointment right from the email. No redirects. No searching your website. Just one tap to connect with your team. Better Lobby’s Mobile Booking Tool makes this easy. It’s customizable, responsive, and fully branded to your credit union’s look and feel. Whether your member opens an email on their phone, tablet, or desktop, they can schedule time at their preferred branch or video appointment in just a few clicks. This approach does more than improve convenience—it boosts conversion. Members are far more likely to follow through when the next step is simple and immediate. And for credit unions, it means higher engagement and more traffic directed to the right staff and services. Expanding Your Marketing Impact with Better Lobby Once your members start booking appointments directly from your campaigns, it opens up new possibilities for smarter marketing and service alignment. With Better Lobby’s reporting and analytics tools, your team can track how these appointments connect to specific campaigns—helping you measure ROI and member engagement in real time. By combining Better Lobby’s Mobile Booking Tool with real data from your dashboards and reports, your marketing team can create continuous improvement loops—where every campaign becomes smarter and more effective than the last. The future of credit union marketing isn’t just digital—it’s connected, personalized, and measurable. Better Lobby makes that future possible. Key takeaway about Credit Union Appointment Booking with Email Pairing Better Lobby’s Mobile Appointment Booking Tool with modern email marketing creates a seamless, high-impact experience that drives both engagement and branch growth. It’s not just outreach—it’s results.     The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. LiveClicker offers credit unions the means to dynamically update the content of emails when they are opened, rather than when they are sent. One of the features that the Silicon Valley-based company says that their system supports is the ability to embed how-to “schedule an appointment” or other instructional videos directly within the body of a message. This has the potential to be an extremely powerful marketing tool when combined with our Mobile Appointment Booking Tool. All types of loan and other product offers could be easily sent to members with the built-in capability for them to self-schedule meetings in branches in a well-ordered and convenient manner. Key Takeaway: Marrying our affordable Mobile Appointment Booking Tool to virtually free email marketing campaigns is a great way to boost your branch sales numbers.

Millennials Still Value Credit Union Branches — But They Expect Smarter, Faster Service

[Updated October 2025] Millennials, Mobile Banking, and the Modern Branch Experience Millennials have long been known as “digital natives”—a generation that prefers managing everything from their phones. But as they age and take on more complex financial goals like mortgages, investments, and family savings, they’re rediscovering the value of in-person banking. That doesn’t mean the branch is going back to its old ways. Instead, it’s evolving. Credit unions are now blending digital convenience with human connection, ensuring every member—especially younger ones—can get expert help quickly and easily. Why the Branch Still Matters Even the most tech-savvy members want reassurance when making major financial decisions. Whether it’s applying for a home loan or discussing investments, they value the opportunity to talk to a real person. Research continues to show that branch visits remain high, especially for advice-based interactions. But the key is efficiency—members don’t want to wait in long lines or spend half an hour checking in. They want streamlined, purposeful visits that respect their time. Making It Happen with Better Lobby That’s where Better Lobby’s Mobile Appointment Booking Tool comes in. This feature allows members to schedule face-to-face appointments from anywhere—right from their smartphone. It’s fast, intuitive, and customizable to fit your credit union’s brand and member experience. By letting members book in advance, credit unions can: Reduce lobby congestion and wait times Ensure the right staff are available for specific services Improve member satisfaction through personalized, timely service And with integrations across other Better Lobby modules—like Online Queuing, Video Meetings, and Reports—credit unions gain a complete view of branch activity, helping optimize both member experiences and operational efficiency. The Future: Seamless Digital-to-Branch Banking Millennials—and every generation that follows—expect consistent, connected experiences across channels. They might research loans online, confirm details over video, and finish the process in person. Better Lobby helps credit unions make that journey simple and seamless. The future of credit union service isn’t about choosing between digital and physical—it’s about blending both. By adopting tools like Better Lobby’s Mobile Appointment Booking, credit unions can ensure the branch remains relevant, engaging, and efficient for years to come. Building Loyalty Through Smarter Service When members feel that their time is respected, they’re far more likely to stay loyal. By giving them control over how and when they interact with your branch, you show that your credit union values convenience as much as connection. Mobile booking tools make this possible—reducing friction, empowering members, and freeing up staff to focus on meaningful conversations instead of managing walk-ins. And when this digital convenience is paired with friendly, efficient in-person service, it reinforces what credit unions do best: building trust through personal relationships. With Better Lobby, that trust becomes easier to earn, maintain, and grow—one appointment at a time. Key Takeaway  Even digital-first members value human connection. With Better Lobby, credit unions can deliver that connection—faster, smarter, and more conveniently than ever before.   The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.   James Bosley, an employee of Compass Plus which is a retail banking and electronic payments solutions provider, recently wrote an interesting article entitled “Millennials won’t be millennials forever, keep hold of the branch.”  He notes that while Millennials are “digital natives” that prefer to do as much as possible on their mobile devices, they still value the in-branch experience, and will do so even more as they grow older. He is convinced – like we are – that consumers must be able to prearrange their face-to-face branch meetings with their FI using their mobile application on the go. He contends that “time in-branch per visit should be minimal, with all processes and operations as fluent as possible. By doing this the consumer won’t view the experience as a chore but as a more integrated part of their banking process.” Without a doubt, branch appointments provide a welcomed alternative for members who are facing a long wait for service. Key Takeaway: Our Mobile Appointment Booking Tool is perfect for attracting and retaining Millennials members, but members from every demographic group also really appreciate its convenience.

Bridging Digital and In-Branch Banking with Better Lobby’s Mobile Appointment Booking Tool

A photo of a credit union member holding a debt card and smiling. Credit Unions can improve customer satisfaction like in the photo with Better Lobby software platform.

[Updated October 2025] Balancing Digital Convenience with In-Branch Connection As digital banking continues to grow, it’s no surprise that millennials visit branches less often. But here’s the twist—while many prefer mobile tools for everyday banking, most still see value in face-to-face interactions when it comes to important financial moments. A recent BI Intelligence survey found that while 75% of millennials rarely visit branches, 62% still find them valuable. That means credit unions don’t need to replace branches—they just need to make them more accessible and efficient. The Role of Better Lobby’s Mobile Appointment Booking Tool Better Lobby’s Mobile Appointment Booking Tool bridges the gap between digital and in-person banking. Members can easily schedule appointments from their phone, tablet, or computer—choosing their preferred branch, service, and time. Behind the scenes, appointments flow directly into staff calendars, giving employees time to prepare before each meeting. This small change has a big impact: No long waits: Members arrive at their scheduled time and are seen promptly. More meaningful service: Staff can review member needs in advance. Increased efficiency: Branches operate smoothly, even during peak hours. Why This Balance Matters Credit unions that blend mobile convenience with in-branch service are building stronger relationships with their members. When members can handle simple tasks online but still rely on the branch for personalized advice, trust grows—and so does loyalty. The Mobile Appointment Booking Tool makes this balance possible. It’s customizable with your credit union’s logo and colors, fits seamlessly into your website or app, and delivers an experience that feels both modern and personal. Key Takeaway Digital convenience and personal connection aren’t opposites—they’re partners. By using Better Lobby’s Mobile Appointment Booking Tool, credit unions can offer the best of both worlds: efficient digital scheduling and exceptional in-branch service that keeps members coming back.   The following section is the original post from May 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent BI Intelligence Digital Banking survey revealed that 75% of millennials either never visit branches or do so once a month or less; however, 62% of millennials still find some value in branches, which led the researchers to conclude that FIs must strive to find the right balance between digital and in-branch services. Our Better Lobby Mobile Appointment Booking Tool is the perfect solution for striking this balance. With a few taps on their mobile device, members can book an appointment at the branch that is most convenient for them and at time that ensures virtually no waiting. On the back end, the appointments flow seamlessly into credit union employees’ calendars so they are fully prepared to engage with the member and quickly address the reason for their branch visit. Key Takeaway: Credit unions that roll out mobile functionality that forms a bridge to their branch networks will be making a move that positively impacts the member experience, branch sales, and overall staffing productivity.

Modern Branches, Modern Tools: How Digital Displays Are Improving the Credit Union Experience

[Updated October 2025] Credit unions are moving beyond paper brochures and static posters—and for good reason. Today’s members expect a modern, tech-forward experience when they visit a branch. That’s why more credit unions are replacing printed materials with digital signage that not only promotes products but also improves the member experience in real time. From Paper to Screens: A Smarter Lobby Experience Branches like UniWyo Federal Credit Union have already made the switch—replacing racks of brochures with bright, dynamic screens that engage members the moment they walk in. It’s a growing trend across credit unions of all sizes, and Better Lobby is proud to help lead the way with our Wall Display module. The Wall Display doesn’t just look great—it keeps your lobby running smoothly. Members can see where they are in the queue, who’s currently being served, and estimated wait times. This visibility builds trust and reduces stress, transforming the waiting experience into one that feels fair, transparent, and efficient. The Power of Pairing with the Better Lobby Kiosk When combined with the Better Lobby Kiosk, the Wall Display becomes even more powerful. Members can check in on their own using a tablet, desktop, or QR code kiosk—and instantly see their name appear on the Wall Display. This seamless interaction eliminates confusion and helps everyone in the lobby understand the flow of service. Managers also benefit from this pairing, gaining better visibility into traffic patterns and staffing needs without adding more work for their teams. Why It Matters Digital displays and self check-in kiosks aren’t just upgrades—they’re part of a smarter, more member-focused branch strategy. Together, they: Reduce frustration by showing clear, real-time updates. Show professionalism with modern, branded visuals. Demonstrate innovation that aligns with members’ digital expectations. Free up staff to focus on meaningful member interactions instead of managing lines. Key Takeaway about the Wall Display and Kiosk Combining Better Lobby’s Kiosk and Wall Display modules gives credit unions the tools to modernize their branch experience. It’s a simple yet powerful way to show members that your credit union values their time, embraces technology, and continues to put people first.   The following section is the original post from May 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Many credit union marketing departments are foregoing brochures for in-branch digital signage. This trend is noticeable in credit unions of all sizes. Case in point: Laramie, WY-based UniWyo Federal Credit Union, which has $271M in assets and about 24,000 members, recently replaced paper brochures in their lobbies with screens. We have addressed this trend head on with the release of our Branch Queue Display module which is the latest addition to our industry leading Better Lobby management platform. Because we developed this module to be responsive, credit unions can run it on virtually any screens that they have in their branches. Key Takeaway: it makes perfect sense to combine digital marketing with the ability to show waiting visitors their place in the queue. It visually demonstrates to your members that you are a technologically advanced credit union that places a high value on your members’ time during each branch visit.

Ensuring the Future of Bank Branches: Balancing Trust and Accessibility

Computer illustrated Image of someone using a cell phone to access online services and digital banking.

Despite the rise of digital banking solutions, a recent survey conducted by Glory Global Solutions reveals that the majority of US consumers still value the presence of physical bank branches. This sentiment underscores the enduring importance of in-person interactions in the banking industry. However, consumers are increasingly demanding greater convenience and personalized service from their branch experiences. In this article, we delve into the key findings of the survey and explore strategies for credit unions to meet evolving consumer expectations while maintaining trust and accessibility. Consumer Expectations The survey highlights that while consumers appreciate the convenience of alternative banking channels such as telephone and mobile banking, they still place significant value on in-person interactions. This preference stems from a desire for comfort and reassurance, particularly when dealing with sensitive financial matters. Addressing Consumer Demands To meet the evolving needs of consumers, credit unions must prioritize convenience and personalized service. According to the survey, consumers are looking for longer branch opening hours, shorter wait times, and more personalized interactions. These expectations underscore the importance of streamlining branch operations and enhancing the overall customer experience. Implementing Solutions One effective strategy for credit unions to address these concerns is the implementation of online and mobile appointment booking software. By allowing members to schedule appointments in advance, credit unions can reduce wait times and ensure personalized attention upon arrival. Additionally, such software enables credit unions to extend branch hours virtually, catering to members’ busy schedules and enhancing accessibility. Benefits of Appointment Booking Software The adoption of appointment booking software offers numerous benefits for credit unions and their members. From the credit union’s perspective, it helps optimize staff resources, minimize wait times, and improve overall operational efficiency. For members, it provides added convenience, eliminates the frustration of long lines, and ensures a tailored banking experience. Enhancing Member Service Quality By leveraging appointment booking software, credit unions can enhance the quality of member service. With pre-scheduled appointments, staff can adequately prepare for each interaction, offering personalized solutions and building stronger relationships with members. This personalized approach not only improves member satisfaction but also fosters long-term loyalty and trust. Improving Branch Traffic Flow Furthermore, appointment booking software plays a crucial role in managing branch traffic flow. By staggering appointments throughout the day, credit unions can prevent overcrowding and maintain a comfortable environment for both staff and members. This optimized traffic flow contributes to a more efficient and pleasant branch experience for everyone involved. Key Takeaways As credit unions navigate the evolving landscape of banking, maintaining trust and accessibility in physical branches remains paramount. By understanding and addressing consumer expectations for convenience and personalized service, credit unions can strengthen their position in the market. The implementation of online and mobile appointment booking software emerges as a strategic solution to meet these demands, offering benefits for both credit unions and their members alike. By prioritizing the customer experience and leveraging innovative technologies, credit unions can ensure the continued relevance and success of their branch networks in the years to come.

Branches and Appointment Making

[Updated September 2025] It’s no secret—members value their time. In a world where convenience drives loyalty, offering members the ability to schedule appointments is no longer a “nice to have.” It’s essential. Industry leaders, like John Best of Best Innovation Group, have long emphasized that branches still provide the best member experience. But the key is making those experiences easy to access. When members know they can book a dedicated time to sit down with a staff member, they feel confident they’ll get the attention and support they need—without long waits or uncertainty. Bringing Banking to the Member The idea doesn’t stop at in-branch appointments. Some credit unions are experimenting with “mobile banking experiences” outside the branch—meeting members at their home, office, or even a coffee shop. This flexible approach shows just how powerful appointment booking can be in strengthening relationships. By giving members options for where and how to connect, credit unions can meet them on their terms, fostering deeper trust and loyalty. How Better Lobby Makes It Possible Better Lobby’s Appointment Booking tools make scheduling simple and seamless: Mobile & Online Access: Members can schedule appointments anytime, from their phone or computer. Branch or Remote Options: Support in-branch meetings or explore future options like video or off-site appointments. Staff Efficiency: Staff can prepare ahead of time, ensuring each meeting is productive and personalized. Improved Experience: Members feel valued, knowing their credit union respects their time and busy schedules. Key Takeaway Appointment booking is more than just scheduling—it’s a service strategy. By making it easy for members to connect when and where it works for them, credit unions can deliver the personal service members expect while building loyalty that lasts. With Better Lobby, your credit union has the tools to make this vision a reality. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. John Best, a long time CU executive and head of the Best Innovation Group, states that “branches are still the best user experience….. and more people would go to the branch if they could schedule an appointment to see someone and be sure that they would get the time and attention and they need for their busy schedule.”  We couldn’t agree more with his comments. He even recommends taking the concept further with his FinancialUber (FUBER) proposition: that CU employees make appointments with members in their home, office or a coffee shop to discuss their needs. Key Takeaway: Mobile appointment booking has the ability to be game changer for your CU when it comes to building member loyalty and delivering stellar service.

Branches in the Mobile Age

A women on a cell phone booking an appointment using the Better Lobby mobile booking tool. The Better Lobby software platform can help credit unions reduce wait times in their branches and locations.

[Updated September 2025] In today’s world of mobile apps and online banking, some may think branches are becoming less relevant. But research continues to show that branches still provide a unique advantage—one that directly impacts both service quality and financial performance. A study from the Federal Reserve Bank of Cleveland found that financial institutions with a physical branch presence were able to make better quality loans. Why? Because branches give staff access to “soft information”—insights about members, their communities, and local economic conditions that simply can’t be captured by numbers alone. This local knowledge helps credit unions make smarter decisions, reduce risk, and better serve members. The Human Side of Banking Branches remain essential for building personal relationships, fostering trust, and supporting members through complex financial decisions. Whether it’s applying for a mortgage, planning for retirement, or resolving an issue, many members still prefer face-to-face interactions when the stakes are high. At the same time, digital channels are vital for convenience and speed. The strongest credit unions don’t choose between digital and in-person service—they integrate both to create a seamless experience. Connecting Branches and Digital Channels One of the best ways to bridge the digital and physical is through online and mobile appointment booking. By allowing members to schedule time with branch staff in advance, credit unions can: Give members confidence that they’ll be seen quickly and prepared for. Reduce lobby wait times and improve satisfaction. Help staff prepare for appointments and provide better service. Align digital convenience with the personal touch of the branch. Key Takeaway Branches aren’t going away—they’re evolving. By combining digital tools like appointment scheduling with the unique advantages of local branch knowledge, credit unions can deliver the best of both worlds: convenience and human connection. With Better Lobby’s Mobile Appointment Booking Tool, your credit union can strengthen service quality while boosting branch productivity and sales. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. According to a recent study by the Federal Reserve Bank of Cleveland, branches provide an information advantage that helps bolster the bottom line, even in an era of Internet and mobile banking. Cleveland Fed researcher Kristle Romero Cortés found that financial institutions “were able to make better quality loans when they had a branch in the area, which suggests that their local presence gave them invaluable information about borrowers and conditions in the local economy.” Branches are all about personal relationships, community affinity and handling complex financial decisions. Digital offerings are absolutely essential and complement the branch network, but they can never replace it. Key Takeaway: One of the best ways to connect your branches to your digital channels is by allowing your members to make appointments with your branch staff. Our Mobile Appointment Booking Tool is the right tool for the job because it boosts member service quality, while simultaneously positively impacting branch sales.

Reverse-showrooming

[Updated September 2025] In retail, showrooming has become a common trend—customers browse in-store but make the final purchase online. Credit unions, however, are seeing the opposite effect: members do their research online and then visit a branch to finalize important financial decisions. This behavior, known as reverse-showrooming, highlights just how essential it is for credit unions to make branch visits easy and convenient. Why Reverse-Showrooming Happens When it comes to loans, investments, or other big financial choices, trust is everything. While members may gather information online, many still want the reassurance of speaking face-to-face with a trusted credit union staff member before signing on the dotted line. This blend of digital research and in-person connection makes branch access more important than ever. The Role of Appointment Booking Reverse-showrooming proves that members want both digital tools and human support. The best way to connect these two experiences is with online and mobile appointment booking. With Better Lobby’s Appointment Scheduling Module, members can: Choose a branch, time, and service that fits their schedule Book directly from their phone or computer in just a few clicks Receive reminders so they’re prepared when the appointment day comes For the credit union, it means walk-ins become less overwhelming, staff can prepare in advance, and members leave with a stronger impression of service and efficiency. Why It’s a Win for Everyone Members save time and feel confident that their needs will be met. Staff get the chance to prepare, leading to more productive conversations. The credit union builds stronger relationships and improves overall branch efficiency. Key Takeaway Reverse-showrooming is proof that branches still matter. By offering easy mobile and online appointment booking, credit unions can bridge digital convenience with the personal touch members value most. It’s not just about managing schedules—it’s about creating a seamless experience that builds trust, loyalty, and long-term growth. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Just about everyone is familiar with ‘showrooming’ which is when a consumer goes to a retail location to investigate a product, then leaves and buys the product online at reduced price. Yet many FIs are experiencing just the opposite, which is reverse-showrooming where consumers do their research online and go to the branch to finalize their loan or investment choice. Reverse-showrooming perfectly illustrates the need for consumers to be able to book an appointment at the branch location of their choice. After all, numerous other industries such as retail and restaurants allow consumers to use mobile tools to schedule appointments and make reservations. Key Takeaway: Mobile appointment booking tools are a triple win: the CFO is happy to maximize ROA, the COO is thrilled to deliver the right branch experience, and the member receives timely and expedited service that fits into their busy schedule.

Banking Satisfaction Factors

[Updated September 2025] A recent survey of more than 3,800 consumers by Market Force Information revealed four major factors that shape satisfaction in banking: Transparency & Fairness Security & Reputation Ease of Doing Business Location Convenience Most credit unions already excel at transparency and security. But when it comes to making banking easier and more convenient, many still have room to grow. And that’s where appointment scheduling can make a big impact. Connecting Convenience with Ease of Doing Business “Ease of doing business” and “location convenience” are closely linked. Members don’t just want a branch nearby—they want it to work on their terms. Online and mobile appointment booking gives members the ability to plan their visits around their lives, not the other way around. Instead of walking in and waiting, members can arrive at a time that works best for them, knowing they’ll be seen right away. Advisory Services: The Human Connection While digital banking handles many transactions, in-person interactions still matter—especially when it comes to financial advice. Members want to talk to a trusted professional when making decisions about mortgages, auto loans, or investments. According to the survey, these advisory moments are some of the strongest opportunities for credit unions to build satisfaction and even generate referrals. By offering appointment scheduling, credit unions ensure these important conversations are efficient, personal, and stress-free. Staff have time to prepare for the meeting, and members feel valued and heard. Boosting Staff Productivity Appointments also help staff plan their day. Instead of juggling unpredictable walk-in traffic, they can balance scheduled advisory sessions with other member needs. This creates a smoother flow in the branch and ensures no one feels rushed. The result? Happier staff and happier members. Key Takeaway Appointment scheduling isn’t just a convenience—it’s becoming the new standard in credit union service. By making it easy for members to book time for financial advice and other key services, credit unions can raise satisfaction, improve staff productivity, and strengthen loyalty. Would you like me to also create a short sidebar/box of “Member Benefits vs. Staff Benefits” so this blog feels more skimmable for readers?   The following section is the original post from November 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent survey of more than 3,800 consumers by Market Force Information found four major factors that impact customers’ satisfaction in banking: Transparency & Fairness Security & Reputation Ease of doing Business Location Convenience The vast majority of credit unions have items 1 and 2 well covered, but many continue to work on items 3 and 4, which are in many ways closely intertwined. One of the best ways to unite the Ease of Doing Business and Location Convenience factors is via online and mobile appointment scheduling. This is particularly true when it comes to financial advice; in fact, the report concludes that “in-person interactions, such as advisory services, present some of the strongest opportunities for retail banking to increase customer satisfaction and drive referrals.” Key Takeaway: Appointment setting for advisory services – and many other important financial decisions – will be the norm in the next few years at credit unions looking for ways to increase member satisfaction and boost branch staff productivity levels.

The Evolution of Banking Roles: Embracing the Universal Banker Model

A photo of a calculator on graph paper. A pen has written notes for a credit union about member financing. How credit unions are embracing the Univeral banking model with MSR.

In the ever-evolving landscape of banking, institutions are constantly seeking ways to optimize efficiency, enhance customer experience, and adapt to changing consumer demands. One significant trend that has emerged in recent years is the rise of the universal banker. This hybrid role, combining the responsibilities of both tellers and platform staff, has garnered attention for its potential to streamline operations and improve service delivery. In this article, we delve deeper into the concept of universal bankers, exploring their benefits, challenges, and the key tools necessary for their success in modern credit unions. Understanding the Universal Banker Model As highlighted in a recent study by Novantas, the adoption of the universal banker model is on the rise, particularly in smaller branches with lower transaction volumes. These branches, accounting for approximately 20 percent of the total, have transitioned to a single-role approach, where universal bankers handle both teller transactions and customer inquiries typically managed by platform staff. Benefits of the Universal Banker Model The shift towards universal bankers brings forth several notable advantages for credit unions. One of the primary benefits is improved cost efficiency. Institutions like PNC have reported a reduction in staffing requirements, with branches employing universal bankers requiring fewer personnel on average. This consolidation of roles not only lowers operational costs but also facilitates a more agile and adaptable workforce. Challenges and Considerations While the universal banker model offers promising benefits, its implementation is not without challenges. One key consideration is the need for tailored hiring, training, and compensation strategies. Unlike traditional tellers, universal bankers must possess a diverse skill set encompassing both transactional and advisory roles. This necessitates comprehensive training programs to equip staff with the necessary knowledge and capabilities. Furthermore, managing the time and workload of universal bankers is paramount. Balancing customer interactions, transaction processing, and cross-selling opportunities requires efficient scheduling and resource allocation. Without proper oversight, there is a risk of burnout or diminished productivity among staff members. Optimizing Universal Banker Performance Central to the success of the universal banker model is the implementation of supportive tools and technologies. One such essential tool is an enterprise-wide appointment calendar. This enables universal bankers to efficiently manage customer appointments, streamline scheduling processes, and ensure optimal utilization of their time. By providing a centralized platform for appointment management, credit unions can enhance customer engagement while maximizing the productivity of their universal banking staff.’ The Role of Technology in Supporting Universal Bankers The universal banker model isn’t just about combining teller and platform roles—it’s about giving staff the right tools to succeed. Credit unions that adopt this model need technology that streamlines day-to-day operations while supporting personalized service. Solutions like Better Lobby help by providing appointment scheduling, online queuing, and service dashboards that keep staff organized and informed. With these tools, universal bankers can focus on building stronger member relationships instead of juggling manual processes. Real-time insights into member needs, visit history, and staff availability make it easier to deliver fast, consistent, and high-quality service. For credit unions, this means fewer bottlenecks, better resource allocation, and a smoother member journey from start to finish. By pairing the universal banker model with the right supporting technology, credit unions can create a future-ready service approach that blends efficiency with the personal touch members still expect. Universal Banker Model Key Takeaways As credit unions navigate the changing landscape of banking, the adoption of the universal banker model emerges as a strategic imperative. By leveraging the combined capabilities of tellers and platform staff, institutions can drive operational efficiency, improve customer service, and remain competitive in a dynamic market. However, success in implementing this model hinges on effective training, resource allocation, and the integration of supporting technologies. With the right approach, universal bankers hold the key to unlocking enhanced performance and sustainable growth for credit unions in the digital age.

Enhancing Customer Experience: The Evolution of Contact Centers in Credit Unions

A photo of a contact call center where a woman is talking to a credit union member, helping them and increasing member satisfaction.

In the realm of credit unions, the role of contact centers has transcended beyond merely handling calls and resolving issues efficiently. Today, the focus is squarely on optimizing the customer experience, bridging the gap between physical branches and digital channels. This transformation entails the integration of new technologies and channels, aimed at creating a seamless and personalized interaction for members. Contact centers can help members in a number of ways. Including by booking appointments for members, giving the personal touch while moving the credit union into the future. The Shift towards Customer Experience Optimization Contact center experts emphasize that the primary objective of modern contact centers is not just about completing transactions or resolving issues quickly; it’s about delivering exceptional customer experiences. This shift in perspective underscores the importance of building meaningful relationships with members, fostering trust, and providing personalized support. Integrating New Channels and Technologies To realize the vision of a “customer experience hub,” credit unions are embracing a diverse array of channels and technologies. This includes leveraging video conferencing to connect members with product experts, enabling remote teller management for seamless transaction processing, and implementing online chat functionalities for real-time assistance. By integrating these channels seamlessly into the contact center ecosystem, credit unions can offer members a convenient and efficient means of engagement. Empowering Contact Center Agents Empowering contact center agents with the tools and capabilities to enhance member interactions is paramount. One such capability is the ability for agents to schedule appointments with branch staff directly from the contact center interface. This feature not only streamlines the appointment booking process but also ensures that members receive timely and personalized assistance from the appropriate personnel. The Role of Credit Union-Wide Scheduling Platforms Central to the evolution of contact centers is the implementation of credit union-wide scheduling platforms. These platforms serve as a centralized hub for managing appointments across branches, contact centers, and digital channels. By leveraging such platforms, employees can focus on building deeper member relationships, rather than getting bogged down by administrative tasks. Moreover, these platforms serve as a bridge between physical and digital channels, ensuring a cohesive and consistent experience for members regardless of their preferred engagement channel. Maximizing Productivity and Improving Member Experience A credit union-wide scheduling platform not only increases productivity by streamlining appointment management but also enhances the member experience. By seamlessly connecting members with branch staff, contact center agents can facilitate smoother transitions between virtual and in-person interactions. This continuity of service fosters trust and loyalty among members, ultimately driving long-term satisfaction and retention. Turn Contact Centers into Member Experience Hubs For many credit unions, the contact center is the first touchpoint for members seeking help. What was once seen as a place to handle calls and answer basic questions is now becoming a strategic hub for building stronger member relationships. By adopting integrated scheduling tools like Better Lobby, contact centers can do much more than book appointments—they can connect members to the right staff, at the right time, through the right channel. This shift means members no longer need to repeat their story at multiple touchpoints. Instead, staff have visibility into the member’s needs before the conversation even begins. Whether it’s arranging a video appointment, scheduling an in-branch meeting, or routing a member to a specialized advisor, the contact center becomes a seamless extension of the branch. With real-time visibility into staff availability across the credit union, contact centers can reduce bottlenecks, cut down on wait times, and boost efficiency. At the same time, members benefit from personalized service, whether they’re calling from home, joining a video appointment, or preparing for a branch visit. Key Takeaways As credit unions strive to elevate the standard of customer experience, the evolution of contact centers plays a pivotal role. By transforming traditional contact centers into customer experience hubs and leveraging new channels and technologies, credit unions can bridge the gap between physical branches and digital channels. The integration of credit union-wide scheduling platforms further enhances productivity and member satisfaction, cementing the contact center’s position as a critical component of the modern credit union ecosystem.

Managing Wait Times

An image of a long queue of people waiting in the rain.

[Updated September 2025] When it comes to visiting a credit union branch, waiting is often the first part of the member experience. And while actual wait times matter, research shows that what members perceive as their wait time has an even greater impact on satisfaction. Once a member feels their “expected wait” has been exceeded, frustration rises quickly—and so does the risk of a negative impression. The Challenge: Balancing Service and Staffing Credit unions today face a tricky balance. Reducing staff may keep costs down, but it often leads to longer waits that hurt member satisfaction. On the other hand, overstaffing drives up expenses without necessarily improving efficiency. Striking the right balance is key to both operational success and member loyalty. The Power of Shifting from Walk-Ins to Appointments One of the most effective strategies is moving members from random walk-in traffic to scheduled appointments. Appointments give credit unions more control, allowing them to: Smooth out peak times by spreading demand more evenly throughout the day. Prepare staff in advance for specific services, creating faster and more productive interactions. Reduce perceived wait times since members know exactly when they’ll be served. How Better Lobby Helps Better Lobby’s Appointment Scheduling Module makes this shift easy. Members can book appointments online, through their mobile devices, or via the call center. Each booking syncs directly with branch calendars, ensuring staff are ready and members feel valued. By pairing appointments with Better Lobby’s online queuing and kiosk check-ins, credit unions can keep members informed about their place in line and reduce uncertainty—two of the biggest drivers of perceived long waits. The Role of Transparency in Reducing Stress One of the most effective ways to improve the waiting experience isn’t just shortening the wait—it’s making the process more transparent. When members know where they are in line, who they will see, and how long it will take, their stress levels go down. This is why Better Lobby’s Wall Display and real-time notifications are so powerful. Members can see their place in the queue or get updates directly to their phones, which removes uncertainty and builds trust. Turning Idle Time into Productive Time Another way to manage perceived wait time is to give members control over how they use their time while waiting. With appointment scheduling and parking lot check-in, members don’t have to sit in the lobby—they can plan their visit around errands or even wait in their car until it’s their turn. This flexibility turns idle waiting into productive time, which dramatically improves the overall experience. Why This Matters for Credit Unions Reducing frustration during waits isn’t just about member comfort—it has a direct impact on loyalty and retention. A smooth, transparent, and respectful check-in and queuing process signals to members that their time is valued. Credit unions that implement these practices with Better Lobby see stronger relationships, better word-of-mouth, and higher overall satisfaction scores. Would you like me to also create a short “Key Takeaways” box for this section so you have a quick summary to drop in at the end? Key Takeaway Member satisfaction isn’t just about how long people actually wait—it’s about how long they feel they waited. With Better Lobby’s appointment scheduling and queue management tools, credit unions can manage both sides of the equation. The result: shorter waits, smoother operations, and members who walk away feeling respected and well served.   The following section is the original post from November 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Studies have shown that perceived wait time – the amount of time a consumer thinks they have waited – goes up rapidly after the expected wait time is surpassed. Why is this important? Because customer wait time is one of the most reliable leading indicators of customer satisfaction in survey after survey. As many credit unions reduce their branch staff levels, member wait times are likely to increase, which can drive down member satisfaction levels. Yet overstaffing at branches increases operational expenses. How do you get the balance right? Perhaps the best solution is migrate some of your walk-in traffic – which is random – to scheduled appointments – which is under the credit union’s control when a robust scheduling system is in place. Key Takeaway: Implementing an appointment setting solution online, in the call center and via mobile devices helps to effectively address wait time issues and improves both member satisfaction and loyalty.

Never underestimate the value of branches

[Updated September 2025] For years, surveys have told the same story: consumers still choose their primary financial institution based on branch proximity. In fact, research shows that having a branch close to home or work outweighs nearly every other factor—even banking fees, which customers claim to dislike most. And this preference isn’t limited to one age group. From Boomers to Millennials to Gen Z, all demographics continue to say that having a branch nearby is critical to their relationship with a financial institution. So why do branches remain so important when mobile and online banking are faster, cheaper, and always available? The Psychology Behind Branch Choice Behavioral economics helps explain this. Consumers may say they make banking choices based on rational factors like fees or service quality. But in practice, decisions are often guided by familiarity, trust, and emotional connection. Familiarity bias: People tend to choose what they see often. A branch across the street builds brand recognition and comfort, regardless of pricing. Fairness and trust: Beyond rational calculations, members want to feel they’re being treated fairly and that their financial partner has their back. Branch staff embody that trust in a way apps cannot. Brand image: A branch isn’t just a building—it’s the most tangible representation of a financial institution’s brand. For many members, the branch is the brand. It’s no surprise, then, that over 70% of consumers in some studies said they wouldn’t bank with an institution that had no branches—even if they rarely visit one. Branches Are More Than Transaction Centers Even in the digital era, branches remain central to high-value financial activity: 72% of deposits are still made at branches. Two-thirds of account openings and loans happen face-to-face. Members consistently report higher confidence in financial decisions when they meet with staff in person. Branches aren’t just for transactions—they’re where relationships are built, problems are solved, and loyalty is cemented. Modernizing the Branch Experience Of course, member expectations have evolved. Waiting in line, filling out forms, or being bounced between departments doesn’t fit today’s definition of good service. That’s where technology like Better Lobby comes in. Better Lobby equips credit unions with tools to make branch visits smooth, efficient, and member-first: Visitor check-in & tracking: Members are greeted quickly and routed to the right staff. Appointment scheduling: Members can book ahead, ensuring staff are prepared for their needs. Queue management: Reduces frustration and keeps service flowing, even during peak times. Data & reporting: Branch leaders gain insights into traffic patterns, service times, and staff performance. In short, Better Lobby transforms branches from a point of friction into a showcase of efficiency and care. The Future: Branches as Brand Icons Branches may no longer be the place for every transaction, but they’ve become more important than ever as relationship and trust hubs. They represent the brand, shape perceptions, and influence member retention in ways digital channels can’t replicate. Credit unions that succeed will be those that: Invest in branch modernization, not just mobile apps. Personalize both digital and in-branch experiences. Use tools like Better Lobby to connect convenience with human connection. Key Takeaway Phones, apps, and ATMs are important. But people don’t open accounts with devices—they open them with people. Branches remain the foundation of member trust and loyalty, and with the right tools, they can be both efficient and deeply personal. Better Lobby ensures that every branch visit reinforces what members value most: trust, fairness, and genuine human service.   The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Survey after survey confirms that the American public continues to choose their primary FI based on whether a particular FI has a branch near where they live or work. This choice always represents a significantly higher proportion than any other reason listed, even over much-hated banking fees. Even more surprisingly, it applies to all age groups and demographics. The full-service branch continues to be the foundation of the consumer relationship for both transactions (e.g., 72 percent of all deposits are made at the branch), and account openings and lending activities (more than two-thirds of consumers open accounts and apply for loans and credit in the branch). Managing and serving waiting visitors in a full-service branch requires new tools and techniques, and our Better Lobby platform is optimally designed to handle this critical task for both teller and platform staff. Key Takeaway: Phones, tablets and computers don’t open accounts or take out loans – people do. Make every effort to ensure that visitor check-in and service tracking is fast and easy.

Credit unions continue to boost service levels at their branches

An art Neuvo art style of a credit union lobby

[Updated September 2025] Every few years, someone proclaims that the branch is dead. But if you look around, especially at credit unions, the opposite is true: branches are evolving, not disappearing. Yes, online and mobile banking are more popular than ever—9 out of 10 households use online banking, 4 in 10 use mobile banking, and more than half of all transactions now happen digitally. But when it comes to building trust, making big financial decisions, or getting personal advice, members still want the option to step into a branch and connect with real people. Travis Credit Union’s “Financial Solutions Center” A great example of this evolution is Travis Credit Union’s Financial Solutions Center in Vacaville, CA. This isn’t your typical teller-line branch. Instead, it’s an open, technology-rich space designed to give members choices: Six financial solution specialists are available to work one-on-one with members on everything from mortgages to digital banking tools. A tech bar with computers and iPads lets members explore online banking in a self-service way, with staff ready to help. Two advanced banking kiosks can handle everything from cash withdrawals (in any denomination) to transfers, bill payments, foreign exchange, and even new member enrollment. The focus here isn’t replacing people with machines. It’s exactly the opposite. As Travis CEO Barry Nelson put it: “Our goal is not to replace people but rather provide more people-helping-people service. The technology here can handle the minutia and free our very highly trained people to engage with our customers and really meet their financial needs.” The Big Idea: People + Technology = Stronger Service This model shows how branches can be both high-tech and high-touch. Members who want quick, self-service transactions can use kiosks or mobile tools. Members who want expert guidance can sit down with a specialist. And members who aren’t sure what they need can do both in one visit. It’s not about forcing people to go digital or keeping them stuck in old routines. It’s about giving members options—and ensuring that whichever path they take, the experience feels smooth and connected. How Better Lobby Fits In Better Lobby was built for exactly this type of branch evolution. Its modular tools help credit unions create a seamless member journey, whether in person, online, or both. Here’s how: Lobby Management: Keeps in-branch traffic organized so wait times are fair and transparent. Appointments: Lets members book online, by phone, or at the branch so they arrive prepared. Kiosks & QR Check-In: Streamline self-service check-ins without overwhelming staff. Video Appointments: Connect members to remote experts, whether they’re across town or across the state. Dashboards & Reports: Give managers the data they need to spot trends, plan staffing, and measure campaign ROI. These tools help ensure that technology enhances human service rather than replacing it. Staff spend less time juggling lines and logistics, and more time doing what they do best: building relationships with members. Key Takeaway Branches aren’t dead—they’re being reinvented. Credit unions like Travis are proving that with the right mix of technology and people, branches can become financial solutions hubs that members actually look forward to visiting. Better Lobby helps credit unions take this step confidently—bridging digital convenience with the human connection that has always been the heart of the credit union movement.     The following section is the original post from March 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Credit unions must absolutely embrace online and mobile technologies, but many experts contend that their battles for market share will not be won there. Much to the dismay of those who like to proclaim the death of the branch, most credit unions acknowledge that maintaining a physical presence in their markets is critical to their ability to continue building strong relationships with their members. Case in point: Travis Credit Union’s new “Financial Solutions Center” in Vacaville, CA. Six “financial solution specialists” staff this new state-of-the-art branch and provide one on one service, or walk members through their many technology-based options for banking. Barry Nelson, president and CEO of the credit union stated that “our goal is not to replace people but rather provide more people-helping-people service.” Key Takeaway: At Better Branches, we could not agree more with Mr. Nelson – for the past dozen years we have provided credit unions of all sizes with the software solutions that they need to efficiently manage branch visitors in person, over the Internet and via mobile devices. Helping credit unions improve member service levels is the reason that we are in business.

In Branch Sales about Six Times more Effective than Mobile/Web

Photo of people meeting in a credit union. The people are shaking hands after a successful meeting with credit union staff helping their members with services. Better Lobby platform helps credit unions with member satisfaction.

[Updated September 2025] In an era where mobile apps and online banking dominate, it might be tempting to believe branches are no longer essential. But the numbers tell a different story. Research from McKinsey & Company found that in-branch account openings convert at an astounding 85%, compared to just 15% in digital channels. And that 85% is actually closer to 100% once you remove cases rejected for fraud or identity issues. Other studies back this up: according to Fiserv, branches remain the leading source of new product sales and account relationships, often responsible for 60% or more of all new product sales. The evidence is clear: branches are still the beating heart of growth for credit unions and community banks. Why Branch Conversions Are So High When members walk into a branch, they’re already motivated. They’ve set aside time, gathered their documents, and are prepared to take action. Add in the face-to-face trust built with staff, and the likelihood of conversion skyrockets. Digital channels are convenient for quick transactions—but when it comes to opening new accounts, securing a loan, or starting a long-term relationship, members prefer a human touch. The branch environment makes it easier to guide members, answer questions in real time, and resolve concerns that could otherwise stall or stop the process online. The Role of Appointments in Branch Success If branches are where the majority of conversions happen, then getting members into the branch efficiently is critical. That’s why offering convenient appointment scheduling is such a powerful tool. Appointments remove friction: Members choose the time and location that works best for them. Staff can prepare in advance, ensuring a smoother experience. Wait times are reduced, because traffic is spread out more evenly. This simple step—making it easy to book time with staff—can directly boost conversion rates, improve member satisfaction, and maximize the value of branch visits. How Better Lobby Helps Better Lobby’s Appointment Booking Module was designed specifically to meet this need. It works across web and mobile channels, so members can schedule visits on their own terms, 24/7, without staff involvement. Features include: Branch and staff selection: Members pick where and who they’d like to meet with. Service type: Appointments can be tied to specific needs (mortgage, auto loan, new account, etc.). Reminders and confirmations: Automatic email and text notifications keep members on track. Staff integration: Branch employees see upcoming appointments, prepare accordingly, and deliver better service. For managers, the system also provides valuable data—showing peak times, appointment types, and patterns that help with staffing and resource planning. Key Takeaway Branches are still the most powerful driver of growth for credit unions. But the secret isn’t just in keeping the doors open—it’s in making it easy for members to get through those doors. Appointment scheduling bridges the gap between digital convenience and in-person trust, ensuring that branches remain strong centers of relationship-building and sales. Better Lobby makes this simple, effective, and scalable—helping credit unions win where it matters most: with their members.   The following section is the original post from March 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. McKinsey & Company, a multinational management consulting firm with 108 global offices, recently conducted research on account openings in financial institutions. Their findings are quite interesting: in-branch sales converted at a rate of 85 percent while digital channels averaged a mere 15 percent conversion rate. Plus that 85 percent in-branch rate is actually closer to 100 percent when you consider that most of the 15 percent of applicants that were not converted to members/customers were declined by the FI for identity issues and/or fraud reasons. Research from Fiserv and others shows that the retail branch remains the leading source of new product sales and account relationships for the majority of FIs. Some projections even show that branches typically account for at least 60 percent of all new product sales! Key Takeaway: These statistics clearly point out why it is critical for credit unions to make it as easy as possible for their members to make appointments with them to visit their branches. Our Appointment Booking Tool supports both the Web and the Mobile channels so that members can make appointments at their convenience at their preferred branch without the involvement of staff.   Below is the original article from wib.org Five Steps to Improving Branch Profitability Getting Focused on the Right Things By Andy Grinstead, Bank Intelligence Solutions from Fiserv In recent years, the branch seemed headed for a smaller role in the retail distribution channel. Consumers were adopting online and mobile banking channels in larger numbers. At the same time, tough economic times led banks to close branches to cut costs. Despite these trends, the retail branch remains the leading source of new product sales and account relationships for the majority of community banks. However, it is also by far the most expensive channel. According to Fiserv data, the cost of branches and related staff makes up 64 percent of all non-interest expense for the average bank. Thus, it’s critically important that banks evaluate their retail distribution networks to balance opportunity with costs. By determining the role, footprint, strategic position and business focus of each location, institutions can boost profitability while managing both growth and risk. Here are five proven steps that banks can take to improve branch profitability. Only 27 percent of surveyed bankers indicated that their business plans take current wallet share into account. Evaluate branch performance. To maximize performance and build a sustainable earnings stream, the best-performing banks balance the three principal drivers of franchise value – profit, growth and risk. By comparing profit, growth and risk data for the bank against its peer institutions, a bank’s management team can establish goals for enhancing performance. Then, the financial institution can look at its individual branches to determine how to best align the day-to-day activities within each branch with the overall objectives of the franchise. Assess the market and determine the role for

Better Lobby Features Explained

Credit unions don’t have to feel old-school. With Better Lobby, branches can run smoother, members get served faster, and staff stay organized without the chaos. But instead of explaining every feature with boring tech talk, we thought—why not memes? Because honestly, Better Lobby’s tools are powerful and relatable. From Spiderman strutting down the street to Gandalf blocking the Balrog, there’s a meme for every moment in the branch. This blog walks through the key features of Better Lobby and pairs each one with a meme that shows exactly how it feels when member service goes from stressful to seamless. Appointment Scheduling – Dancing in the Lobby Booking a branch appointment has never felt this good. With Better Lobby, members can schedule online or in-branch, pick the reason for their visit, and even get reminders so they don’t miss a beat. No more showing up confused, waiting in the wrong line, or stressing about forgotten paperwork. Just like Venom-Spiderman strutting through New York City with over-the-top confidence, your members get to walk into the credit union with meme-level swagger. They already know where they’re headed, staff are prepared for their visit, and the whole experience feels smooth instead of stressful. With appointment scheduling, the cringe of waiting in line becomes a flex—because members are in control from the start. Appointments Made Simple With Better Lobby, members can book a time that works for them—online, by phone, or in-branch. Staff see the reason for the visit, prepare ahead, and send reminders so nothing gets missed. The result? Less waiting, smoother visits, and happier members. Lobby Management – More Cowbell Busy lobby? Long lines? Members getting restless? Better Lobby’s Lobby Management helps staff add members to a queue, track wait times, and even fast-track when needed. It keeps everything fair, smooth, and way less stressful. Because let’s be honest—when branch traffic is overwhelming, the answer is simple: needs more Lobby Management. Just like more cowbell fixes every song, this module fixes every branch jam. Kiosk & QR Code Check-In – Yu-Gi-Oh Enemy Controller Card Better Lobby’s Kiosk & QR Code Check-In module makes it easy for members to skip the line stress. Whether they tap on a self-service kiosk in the branch or scan a QR code on their phone, they can check in quickly and get right into the queue without needing staff assistance. A Controller in your Members Hands Remember when Kaiba whipped out the Enemy Controller card in Yu-Gi-Oh? He wasn’t just controlling monsters—he was pressing “Left, Right, A, B” and owning the duel. Now imagine that same energy… but with your members controlling their spot in line. QR Code Kiosk The Kiosk & QR Code Check-In module gives credit unions flexible, modern options to manage lobby traffic. Touch-free check-in is a member favorite, especially for those who prefer using their own phone instead of public devices. Branches can customize kiosks to match their brand, while the system automatically feeds member info into the lobby queue for staff to see. The result? Less bottleneck at the front desk, faster service, and members who feel in control of their visit—like Kaiba calling the shots. Video Appointments – You Shall Not Pass! Sometimes branches are packed, and members can’t make it in person. That’s where Better Lobby’s Video Appointments steps in. It supports scheduled video meetings, branch-to-branch connections, and even virtual lobbies where members can “drop in” when staff are available. Staff can Serve the Member Anywhere Even if they are in the Mines of Moria In Lord of the Rings, Gandalf stood tall and declared, “You shall not pass!”—and while that worked against Balrogs, it’s not great member service. With Better Lobby, members no longer hear that at a crowded branch. Instead, they hop on a secure video call and get served from anywhere. Video Appointments keep credit unions agile in a hybrid service world. A member who can’t visit a branch can still meet with staff face-to-face through a secure, built-in video system—no third-party links or confusing logins. Staff can schedule video meetings right alongside in-branch ones, making both options seamless. For members, it feels like the branch comes to them. For staff, it’s an efficient way to expand reach and serve more people without adding physical space. Wall Display – Keeps Angry Goblins Away Better Lobby’s Wall Display module keeps things calm by showing exactly who’s next in line. Members can glance at the screen, see their position, and know when it’s their turn—no need to ask staff or wonder if someone skipped ahead. It reduces stress, keeps order in the lobby, and helps staff focus on service instead of disputes. Calm Members, not Angry Goblins Without a Wall Display, members can feel like angry goblins yelling outside the branch, unsure if the line is moving or if chaos has taken over. With it, the tension disappears, and everyone can relax knowing the system is fair. Goblin chaos: averted. Wall Display for Credit Unions The Wall Display connects seamlessly with the Lobby Management and Kiosk modules, making sure the entire flow of service is transparent. Credit unions can even customize the display to match their branding and compliance standards. It runs on any internet-connected screen, turning lobby anxiety into lobby clarity. Online Queue – Engage Better Lobby’s Online Queue module gives members the power to see branch wait times and join the line before they even walk through the door. It’s a smart way to turn travel time into wait time, so by the time they arrive, they’re already that much closer to being served. Members Feel like they are in the future Like Captain Picard on the bridge of the Enterprise, members can confidently press a button and Engage. They beam into the queue without delay, skipping the stress of not knowing how long the line might be. Online Queuing for Credit Unions For credit unions, this feature transforms the branch experience. Members arrive more relaxed, staff can better anticipate demand, and the whole flow feels smoother. Online

Branches Complement Digital Channels

Computer illustrated Image of someone using a cell phone to access online services and digital banking.

[Updated September 2025] The CEO of Banco Santander recently said something that caught attention: physical branches are still one of the biggest advantages traditional financial institutions have over tech giants like Apple, Google, Amazon, and Facebook. Santander is doubling down—investing in branches while still pushing more customers to digital channels. At first glance, that sounds like a contradiction. Why spend money on branches when digital banking is growing so fast? But here’s the truth: branches aren’t going away. They’re evolving. And the future of member service will depend on how well credit unions combine digital-first convenience with in-person expertise. That’s where Better Lobby comes in. Branches Aren’t Dead—They’re Smarter Branches aren’t just transaction counters anymore. They’re becoming service hubs, advice centers, and hybrid spaces where members expect options: walk-ins, self-service kiosks, video appointments, or online queues. And credit unions that get this balance right have a major edge over competitors. Better Lobby was built specifically for this moment. It’s a modular, web-based platform that turns branch visits into smooth, connected experiences. Here’s how: Appointment Scheduling: Members Walk In Prepared With Better Lobby’s Appointment module, members can book online, by phone, or in-branch. They pick the reason for their visit, get reminders, and show up ready. Staff know who’s coming and why—so the service feels faster and more personal. Lobby Management: No More Chaos at the Front Desk Queues can get messy fast. Better Lobby’s Lobby Management module gives staff real-time visibility into who’s waiting, how long they’ve waited, and what they need. Members are served fairly and efficiently, and managers can fast-track when needed. Kiosks & QR Code Check-In: Skip the Line, Your Way Not everyone wants to stand in line. Members can check in using a branch kiosk or their own phone by scanning a QR code. It’s contactless, quick, and easy. Staff see the check-in instantly, keeping the flow organized. Video Appointments: Bring the Branch Anywhere Video is changing financial services. With Better Lobby, credit unions can connect members to staff experts from any branch—or from the comfort of home. Scheduled or on-demand, video appointments expand reach without needing more physical space. Wall Displays: Calm Lobbies, Clear Expectations No one likes wondering if someone cut the line. Wall Displays show members exactly where they are in the queue. It keeps things transparent, reduces disputes, and makes lobbies calmer. Online Queue: Join Before You Arrive Members can check wait times online and join the line before leaving home. Travel time becomes wait time, so by the time they walk in, they’re already closer to being served. Dashboards & Reports: Data That Drives Decisions Managers become more proactive with real-time dashboards and customizable reports. See traffic trends, staff utilization, peak hours, and campaign ROI. Export the data or plug it into tools like Power BI or Tableau to get deeper insights. Admin Tools: Full Control, Simple Setup One of Better Lobby’s biggest strengths is flexibility. Admins can set branch hours, manage holidays, adjust services, and control user access—all from one centralized dashboard. Compliance and customization made easy. The Meeting Queue Module: A Vision for the Future Looking ahead, imagine branches serving as gateways for remote financial expertise. With Better Lobby’s Meeting Queue module, members can walk into their local branch and connect with a remote loan officer, mortgage specialist, or financial planner via secure video. Credit unions can serve every market without needing every specialist at every branch. Key Takeaway: Harmony Wins Self-service and branches aren’t opposites—they’re partners. Members expect the freedom of digital and the trust of in-person service. Better Lobby helps credit unions deliver both, in harmony. Branches aren’t dying—they’re evolving. With the right tools, they become smarter, more efficient, and more valuable than ever. The following section is the original post from September 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The CEO of a giant Spanish bank recently was quoted as stating that branches give traditional financial institutions an edge over big consumer tech companies such as Apple, Facebook, Google and Amazon. Banco Santander plans to continue to invest in their retail presence while simultaneously setting a target of moving of its customers to online banking channels over the next two years from a current base, according the Financial Times. Looking further, it is not hard to imagine many branches being used to provide video enabled remote financial advice and assistance. Video conferencing systems are coming down in price, just as high speed bandwidth becomes both more accessible and affordable. To support this branch innovation, we developed Meeting Queue Module for Better Lobby to help connect visiting members to remote staff experts. Using this approach, credit unions can provide full support to any local market without the need for expert staff to be physically present at each branch. Key Takeaway: All delivery channels must work in harmony to deliver the convenience that your credit union members demand. Top notch self-service capabilities should complement a great branch experience – they are not mutually exclusive.

J.D. Power Survey Find All Generations Like Branches

[Updated September 2025] For years, the conversation in banking has been dominated by digital: mobile apps, online payments, and self-service tools. But new research from J.D. Power shows that while younger generations lean heavily on mobile for everyday transactions, branch use is steady across all age groups. Surprisingly, Gen Z—the so-called “digital natives”—visit branches almost as often as Gen X and Millennials. They might use mobile more frequently for quick transactions, but when it comes to more important or complex needs, they value the ability to sit down with someone face-to-face. And they’re not alone. Consumers of all ages consistently say they want personalized service, which is still best delivered in-branch. The Rising Bar for Personalized Service Here’s the challenge: expectations have never been higher. Members aren’t just looking for friendly service—they want staff who are prepared for them before the meeting even starts. That’s where appointments play a critical role. When a member books a time to meet, staff can: Review their needs in advance. Gather any documents or resources required. Deliver a smoother, more personalized experience. Instead of walking in cold, members are greeted by someone who is ready to help. That preparation builds trust, speeds up service, and makes the experience feel more valuable. Tools That Make Appointments Work Better Lobby has developed two powerful tools to make branch appointments effortless: Branch Appointment Calendar Module (staff-facing): Gives branch employees a clear view of upcoming appointments so they can prepare and manage their schedules efficiently. Mobile Appointment Booking Tool (member-facing): Lets members book visits anytime, anywhere, directly from their phones. It’s quick, convenient, and ensures they feel in control of their experience. Together, these tools form a bridge between digital convenience and human connection. Members get the flexibility of mobile, and staff get the visibility they need to deliver top-notch, personalized service. Why This Matters for Credit Unions The J.D. Power study confirms what many already suspected: branches remain essential touchpoints for all generations. But just keeping the doors open isn’t enough. To meet rising expectations, credit unions need systems that make in-branch interactions smoother, faster, and more personal. Appointments do exactly that. They reduce wait times, improve staff efficiency, and most importantly, give members the sense that their time and needs truly matter. Key Takeaway Branches aren’t going away—they’re evolving. As members demand both digital convenience and human connection, credit unions must rise to the challenge. Better Lobby’s appointment tools make it possible to deliver personalized, prepared service that builds loyalty across every generation. The future isn’t just digital or in-branch—it’s both, working together. The following section is the original post from June 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A new consumer survey by J.D. Power finds that consumers across the board value branches. While the survey found that the younger generation tends to use mobile phones for a lot of their banking needs, all generations at about the same level of branch use at FIs. The research firm found consumers of all ages want personalized service. A key component of personalized service is having the member service representative prepared ahead of time which is facilitated by appointment setting. We are seeing more and more interest in our Branch Appointment Calendar Module which is staff-facing and our Mobile Appointment Booking Tool which is member-facing for just these reasons. Key Takeaway: Branches remain important touch points for all ages, but service demands have risen. The ability to easily schedule an appointment with branch personnel is key to meeting these rising expectations.   Original JD Power Article  Press Releases: April 30, 2015 Gen Z Has Arrived. Is Your Bank Ready? Overall Retail Banking Satisfaction is Up, Mobile and ATM Satisfaction Declines WESTLAKE VILLAGE, Calif.: 30 April 2015 — Gen Z,[1] which comprises about one-fourth of the U.S. population, is entering adulthood and creating new challenges and opportunities for retail banks of all sizes to acquire them as customers, build their loyalty and capture a larger share of wallet as they age; however, banks will need to understand what drives satisfaction among this generational group. Additionally, while overall satisfaction has improved from 2014, satisfaction with mobile and ATM features has slightly declined raising a red flag about retail banks’ approach to technology, according to the J.D. Power 2015 U.S. Retail Banking Satisfaction StudySM released today. The 10th annual customer satisfaction study is the longest-running and most in-depth survey of the retail banking industry, with more than 80,000 consumers evaluating various aspects of their banking experience. The study measures satisfaction in six factors (listed in alphabetical order): account information; channel activities; facility; fees; problem resolution; and product offerings. Channel activities include six subfactors (listed in alphabetical order): ATM; branch; call center; IVR; mobile; and website. Banks are ranked based on overall customer satisfaction in each of the following regions: California, Florida, Mid-Atlantic, Midwest, New England, North Central, Northwest, South Central, Southeast, Southwest and Texas. Satisfaction is measured on a 1,000-point scale. Gen Z and Retail Banking: Satisfaction among Gen Z customers (797) is higher than among Gen Y and Gen X customers (781 and 778, respectively.)  Additionally, overall satisfaction among Gen Z customers of big banks[2] (807) is higher than among Gen Z customers of regional banks (796) and midsize banks (769). Among Gen Z customers, digital transactions are shifting from website to mobile. A higher percentage of Gen Z customers use mobile (38%) than the average use across all other generational groups (19%), and Gen Z uses mobile more often than other generations (48 times per year vs. 39 times). Surprisingly, branch usage among Gen Z customers is on par with that of Gen X and Gen Y, as 76 percent of Gen Z customers have visited a branch in the past 12 months, compared with 72 percent of Gen Y customers and 74 percent of Gen X customers. Gen Z customers who visit a branch average 12 times per year, compared with Gen Y and Gen X who visit 11 times and

Video banking complements branch banking

[Updated September 2025] Speaking to a financial expert face-to-face has always been one of the most important moments in a member’s financial journey. Whether it’s applying for a mortgage, financing an auto loan, or making a big investment decision, members want advice they can trust. Traditionally, that meant coming into a branch during business hours and sitting across the desk from a staff member. But times are changing. Video banking is quickly becoming a standard service—not a futuristic perk. Barclays in the UK made headlines years ago for rolling out video banking platforms that let customers connect with banking experts right from their mobile device or desktop. Coutts, a private bank, went even further, piloting a system that lets customers invite multiple advisors or even external professionals into the same video session. These examples showed early on what was possible: combining digital convenience with the personal connection members value most. The Shift to Member-Controlled Convenience Members today expect flexibility. They want the reassurance of a real conversation, but they don’t want to be restricted by branch hours or physical location. Video appointments make it possible for someone to talk to a mortgage specialist during their lunch break, or for a small business owner to connect with a credit union advisor without leaving their office. Better Lobby takes this concept and brings it directly into the credit union world with its Video Appointment Module. Instead of relying on third-party apps or clunky plug-ins, the video experience is built right into the appointment system. Members can book an in-branch, phone, or video appointment using the same interface. For staff, it’s seamless: scheduling, notifications, and service tracking all happen in one place. How Better Lobby Video Appointments Work Scheduled Video Meetings: Members book a time online, through the branch, or via call center, just like a regular appointment—but meet virtually. Branch-to-Branch Video: A member in one location can connect to an expert in another branch, removing the need to have specialists everywhere. On-Demand Video Meetings: Members join a virtual lobby and connect with staff when available—ideal for quick needs that don’t require travel. This flexibility helps credit unions scale expertise. Instead of staffing every branch with a mortgage or investment specialist, one expert can serve multiple locations through video. That not only improves access for members but also makes staffing more efficient. Why It Matters for Credit Unions Credit unions compete on relationships. Members expect personal service, but they also expect convenience. Video banking bridges those expectations, giving them both. It’s also a powerful way to reach younger members who are comfortable with video calls but still want human advice when making financial decisions. And here’s the bigger picture: Better Lobby’s video features don’t stand alone. They integrate with appointments, lobby management, kiosks, and online queues. That means the entire member journey—from booking to check-in to meeting—flows together smoothly, whether it happens in person, on screen, or both. Key Takeaway Video banking is no longer optional—it’s essential. Members want the trust of a face-to-face meeting and the flexibility of digital channels. With Better Lobby’s integrated Video Appointment Module, credit unions can deliver both: building stronger relationships, reaching more members, and competing effectively in a world where convenience rules. Branches plus video = the future of member service.   The following section is the original post from Febuary 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Speaking to a financial expert face-to-face is an essential step in any member’s financial life, particularly when it relates to high value services and big financial decisions such as mortgages and auto loans. Video conferencing is growing in credit union branches and some FIs are even taking it to another level and allowing consumers to arrange meetings via their PCs or mobile devices. Case in point: Barclays Video Banking in the UK follows on from the success of video technology available in a number of UK branches by rolling out of face-to-face video platforms to connect customers to banking experts from their mobile or desktop. Key Takeaway: Video banking gives members the chance to combine the confidence they get from a face-to-face meeting with the convenience of scheduling and holding those meetings on their own terms.

Elevating Credit Union Member Service: The Howard Technology Solutions and Better Branches Technologies Partnership

In an exciting development for credit unions nationwide, Howard Technology Solutions and Better Branches Technologies have joined forces to bring a best-in-class solution for member service. This partnership combines Howard’s customizable kiosks with Better Branches’ Better Lobby software, creating a seamless and efficient experience for credit union members. Enhancing Member Experience with Howard Kiosks Howard Technology Solutions is renowned for its professional-grade hardware solutions, and their kiosks are no exception. Designed to enhance efficiency and profitability, Howard’s kiosks offer a range of functionalities, including bill payment, secure self-service sales, information updates, wayfinding, scheduling, check-in processes, printing, and ticketing. These kiosks provide round-the-clock convenience, privacy, and adherence to social distancing guidelines, making them an ideal choice for credit unions looking to modernize their member service. Better Lobby: The All-in-One Member Service Platform Better Lobby is a modular software platform built specifically for credit unions. It improves the in-branch and remote member experience by organizing queues, appointments, video meetings, and staff workflows—all while collecting valuable data to inform decisions. Key modules include: Lobby Management Module: Efficiently manage in-branch traffic, ensuring fairness and reducing wait times. Appointment Module: Allows members to schedule appointments online or in-branch, with text and email reminders. Kiosk Module: Enables fast, contactless check-ins using credit union-provided devices or personal smartphones. Wall Display Module: Keeps members informed with real-time updates on wait times and queues. Online Queue Module: Allows members to check wait times and join the queue before arriving at the branch. Video Meeting Module: Offers flexible options for scheduled and on-demand video appointments. Reports & Dashboards: Provides real-time insights into queue activity, service times, and staffing efficiency. Admin & Configuration Tools: Centralized interface for configuring services, managing user access, and tailoring settings by branch. A Seamless Integration for Modern Credit Unions By combining Howard’s durable and reliable kiosks with Better Lobby’s powerful software, credit unions can deliver a branch experience that is efficient, member-friendly, and future-ready. This partnership aims to reduce wait-times, improve staff productivity, and provide a modern, transparent service that meets the evolving needs of credit union members. Credit unions interested in learning how Howard’s hardware can maximize their Better Lobby investment are encouraged to schedule a demo. This partnership represents a commitment to helping credit unions modernize and strengthen member engagement, ensuring a seamless experience from check-in to service completion. Request a Better Lobby Demo

Branches and Mobile – A Perfect Pair

A photo of a man using a mobile phone and laptop computer for online banking with a credit union. Better Lobby software platform allows members to add themselves to an online queue. Better Lobby also has a mobile booking tool, where members can book appointments using their phone or laptop.

[Updated September 2025] A decade ago, many predicted that mobile banking would make physical branches obsolete. Yet the numbers tell a different story. According to a survey by ORC International, 88% of American adults said they still needed a physical branch for their banking needs. Even more striking, 84% believed that five years into the future, they would still want access to a branch for face-to-face interactions. Why? Because while mobile is fast and convenient, branches provide something no app can fully replace: human connection. When it comes to complex financial matters—buying a home, consolidating debt, or planning for retirement—members want the reassurance of speaking directly to a person they trust. Mobile and Branches Aren’t Opposites As Marina Stein, Senior Research Analyst at ORC, put it:“Consumers want both options – the ability to interact on-the-go and on their own schedule via mobile and online offerings, as well as the option to be able to have face-to-face engagements for more complex issues.” This is the reality for credit unions today. Mobile and branch channels aren’t competitors—they’re complements. Together, they create a full-service member experience that balances convenience with personal attention. Better Lobby’s Role: Connecting the Channels At Better Lobby, we recognized this synergy years ago when we created the Mobile Appointment Booking Tool. Here’s how it bridges the gap: From mobile to branch: Members can book appointments directly from their phones, choosing the branch, date, and service they need. Seamless staff visibility: Appointments automatically appear in the Better Lobby Appointment Calendar, visible to staff across the organization. Prepared service: Staff know who is coming in, why they’re visiting, and what to prepare—resulting in smoother, more valuable conversations. This integration ensures that members get the flexibility of mobile scheduling while still receiving the in-branch service they expect. Why It Matters Now More Than Ever Even as digital adoption skyrockets, branch traffic hasn’t disappeared—it has evolved. Members now use branches more selectively, reserving in-person visits for their most important financial decisions. This makes every interaction more meaningful, and appointments are the best way to make sure those moments count. For credit unions, the lesson is clear: Don’t choose between mobile and branch. Invest in tools that connect them. Prioritize appointments. They ensure efficiency, reduce wait times, and improve member satisfaction. Leverage both channels. Mobile drives convenience, while branches deliver trust and sales opportunities. Key Takeaway Mobile and branch channels aren’t separate—they’re two sides of the same coin. By combining them with Better Lobby’s Mobile Appointment Booking Tool and Appointment Calendar, credit unions can deliver service that is flexible, efficient, and personal. The future of member engagement is not “branch or mobile.” It’s both, working together. The following section is the original post from July 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. According to a new survey by Orc International, 88 percent of American adults feel they still need a physical branch location to go to for banking needs. Plus even as mobile banking improves and grows in both popularity and functionality, 84 percent of those surveyed still believe that they would like to have a branch to go to for face-to-face encounters in 5 years. Marina Stein, Senior Research Analyst, ORC International, notes that “despite the continued growth of mobile use, the need for physical branches remains constant. Consumers want both options – the ability to interact on-the-go and on their own schedule via mobile and online offerings, as well as the option to be able to have face-to-face engagements for more complex issues.” We acknowledged this synergy between the branch and mobile channels when we developed our leading edge Mobile Appointment Booking Tool. Appointments made using the Tool are recorded in Better Lobby Appointment Calendar and are visible to all Better Lobby staff users. Key Takeaway: While on the surface, the branch and the mobile channels are completely separate, they are actually complementary and are equally critical to every credit union’s current and future success.

Branches still offer the best opportunity for engagement

[Updated September 2025] Digital banking continues to dominate the conversation. Apps, online payments, and AI-driven chat support often grab the headlines. Yet, as Adam Schneider of Deloitte’s Center for Financial Services observed, branches remain “the most tangible representation of a bank’s capabilities and service” and “far more effective in communicating brand value than websites, which tend to all look alike.” Branches are more than physical locations—they’re symbols of trust, reliability, and brand identity. For members making major financial decisions—like mortgages, auto loans, or retirement planning—the branch is still the primary channel for building confidence and deepening relationships. So how do credit unions ensure that branches remain not only relevant but essential in the digital-first era? The answer lies in appointments, preparation, and integration. The Power of Prepared Interactions Walk-ins will always be part of branch life, but when members can schedule an appointment, the quality of the interaction improves dramatically: Staff come prepared. Knowing why the member is visiting allows MSRs or loan officers to gather documents and resources ahead of time. Members feel valued. Scheduled appointments reduce waiting and create a sense of priority. Conversations are deeper. Staff can focus on needs analysis, cross-selling, and financial guidance instead of scrambling to catch up. Every appointment is a high-value interaction—one that strengthens the relationship and often leads to new product sales. That’s why scheduling tools are quickly becoming a “must-have” feature for credit unions. How Better Lobby Makes Appointments Seamless Better Lobby was built to make this process effortless for both members and staff. Its Appointment Calendar and Mobile Appointment Booking Tool work together to create a seamless experience: Enterprise-wide visibility: Branches and staff see a shared calendar of appointments, ensuring resources are balanced and no opportunities are missed. Member-friendly booking: Members can schedule visits from their phone, tablet, or computer at any time, choosing the branch, service type, and staff member if needed. Reminders and confirmations: Automated notifications keep members on track and reduce no-shows. Staff preparation: MSRs and loan officers have all the information they need before the meeting, making them more productive and able to provide personalized solutions. When combined, these tools transform branches into centers of engagement—organized, efficient, and member-focused. Branches as Part of Omnichannel Strategy While branch traffic has declined in some markets, branches still drive the highest sales per interaction. The key is to integrate them into an omnichannel strategy where digital and physical channels reinforce each other. Mobile directs traffic to branches. Booking an appointment online or via mobile ensures the member arrives ready. Branches deliver the human connection. Staff provide expertise, empathy, and reassurance that digital alone cannot. Data ties it all together. Insights from appointments feed into dashboards and reporting, helping leaders understand member needs and optimize staffing. This isn’t about branches competing with mobile—it’s about branches working with mobile to create a seamless journey. Key Takeaway Branches are still one of the strongest tools credit unions have to define their brand and build member loyalty. But to maximize their impact, appointments are essential. With Better Lobby’s appointment tools, credit unions can transform branch visits from routine transactions into meaningful, personalized experiences that grow relationships and drive sales. In the digital age, the most powerful strategy isn’t choosing between online and branch—it’s making them stronger together. The following section is the original post from July 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. In a recent Wall Street Journal article, Adam Schneider, senior advisor to Deloitte’s Center for Financial Services, had some interesting observations: “Branches remain vital to defining brand image and are still the most tangible representation of a bank’s capabilities and service. They are far more effective in communicating brand value than websites, which tend to all look alike. And they remain the primary channel for driving higher sales per interaction.” When you consider the high value of branch interactions, it only makes sense to use appointments to schedule them. Branch employees must be prepared to have an informed discussion of the member’s financial situation and needs, which is very difficult when walk-in members appear without an appointment. Our Better Lobby/Appointment Calendar provides an enterprise-wide, branch specific appointment calendar for each employee, making the creation and updating of member appointments seamless and easy. MSRs and loan officers are fully prepared for their meetings which make them more productive and increases their cross-selling and up-selling efforts. This module is especially powerful when paired with the Mobile Appointment Booking Tool that allows members to book their own appointments using any mobile device, tablet or computer. Key Takeaway: Branches remain a key piece of the member experience and having the ability to book appointments is rapidly become a “must-have” feature for credit unions looking to improve staff productivity, member loyalty, branch traffic flow and sales numbers

Mobile and Branch Ties Extended

A person holding a cell phone mobile phone the phone has a network connections being projected from the phone including the words search, account, website, content, resource, application. Icons also are near the mobile device including icons for phone, user, display monitor, messaging. Better Lobby, the software platform provides options to create an appointment or check into a queue from your phone.

[Updated September 2025] For years, industry experts have debated whether mobile banking would replace the branch. But what we’re seeing instead is something much more powerful: the two channels working together. Take Axis Bank in India as an example. They recently launched a mobile app that lets customers search for and reserve safe deposit boxes. Instead of making multiple trips to a branch, members can reserve space, gather documents, and arrive fully prepared. It’s a simple innovation, but it shows how mobile can complement branch service rather than replace it. Why Mobile + Branch Is the Winning Formula Members want convenience, but they also want human connection. That’s why the most forward-thinking financial institutions are designing mobile tools that guide members toward better in-branch experiences. The model is simple: Mobile gives flexibility. Members choose when and where they want service. Branches deliver trust. Staff provide personalized, face-to-face support. Together, they create efficiency. Less wasted time, smoother visits, and happier members. This combination is especially valuable for services that require preparation—whether it’s KYC documents for a safe deposit box in India or loan paperwork at a U.S. credit union. Better Lobby’s Approach: The Mobile Appointment Booking Tool At Better Lobby, we heard the same thing from credit unions: members want to easily book appointments at a time and place that works for them. That’s why we built the Mobile Appointment Booking Tool. This tool acts as the perfect bridge between mobile convenience and branch service. Here’s how it works: Members book appointments directly from their smartphones—no calls, no waiting. Automatic reminders prompt them to bring the right documents, preventing delays. Staff see appointments in advance, prepare accordingly, and deliver better service. Branch traffic is more balanced, reducing wait times and improving efficiency. Just like Axis Bank’s locker booking tool, Better Lobby’s appointment system takes something that could be frustrating and turns it into a streamlined experience. Why It Matters for Credit Unions Mobile booking tools aren’t just a tech trend—they’re fast becoming an expectation. As consumers get used to scheduling everything from doctor’s visits to restaurant reservations on their phones, they’ll expect the same from their credit union. For credit unions, this shift offers big benefits: Higher sales conversions: Members show up prepared, staff are ready, and the process is smoother. Improved member satisfaction: Convenience and personalization in one package. Operational efficiency: Reduced walk-in chaos and better use of staff time. Key Takeaway Mobile and branch aren’t competing—they’re converging. Tools like Better Lobby’s Mobile Appointment Booking bridge the gap, helping credit unions deliver service that’s both convenient and personal. The future of member service isn’t about choosing between digital and branch—it’s about making both stronger, together. The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The relationship between mobile and branch banking is evolving and it’s interesting to see the channel connections that some banks are making. Axis Bank, India’s third-largest private sector lender, demonstrates how the two work together with the launch of a new mobile application that allows its customers to search for and reserve safe deposit boxes. At Better Branches Technology, our customers told us that it was important for CU members to be able to easily create an appointment at a time and location convenient for them – so we developed our Mobile Appointment Booking Tool. The Booking Tool helps increase branch sales success by reminding visitors to bring the information necessary to their scheduled meeting, while Axis Bank’s tool reminds consumers to bring all of the KYC (know-your-customer) documents that are required to rent a new box. Key Takeaway: Innovative ways continue to be developed for consumers to use their mobile devices to interact with their FI’s branch network. These mobile booking tools will only continue to grow in popularity as consumers come to expect this type of convenience.

Building a bridge from mobile to the branch

[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: Need help with complex financial products like mortgages, auto loans, or retirement planning. Want reassurance from a real person before committing to a big financial decision. 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: Members choose the time, location, and reason for their visit without needing to call. Branch staff see appointments in advance and can prepare, making the meeting smoother and more productive. 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: Mobile-first design: Works on any smartphone, no app download required. Customizable scheduling: Members pick their branch, staff member (if applicable), and service type. Notifications: Automatic reminders via text or email reduce no-shows. Staff dashboards: Employees see their day at a glance, helping them prepare for each member visit. 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: Improve sales conversions by ensuring members arrive prepared and staff are ready. Enhance service quality by reducing stress and confusion in the lobby. Control staffing costs by distributing traffic more evenly throughout the day. 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.

Branch Appointments Optimize face-to-face interactions

[Updated September 2025] The future of the branch isn’t about replacing people with technology—it’s about using technology to make face-to-face interactions more meaningful. A new report from Celent, “Optimizing Face-to-Face Interactions: The Missing Link in Branch Channel Transformation,” makes this point clear. Celent’s research places digital appointment booking at the very top of branch transformation priorities, ranking it just behind customer experience surveys and process analytics. They even call these capabilities “proximate needs”—improvements that can’t wait for long-term strategies. Why Appointments Matter Right Now In an age of mobile-first convenience, members don’t want to wait in line or wonder if the right staff will be available when they arrive. They expect the same ease of booking a meeting with their credit union that they get when scheduling a haircut, a doctor’s appointment, or even a grocery pickup. Appointments benefit both members and staff: For members: Less waiting, smoother service, and confidence that their needs will be addressed. For staff: The chance to prepare in advance, focus on the right solutions, and deliver better cross-sell and upsell opportunities. For the credit union: Higher satisfaction, stronger loyalty, and more efficient use of branch resources. Without appointment tools, branches risk missing the mark on service at a time when every interaction counts more than ever. Better Lobby’s Fast, Affordable Solution The good news is that adding appointment booking doesn’t require years of planning or massive IT projects. With Better Lobby’s Branch Appointment Modules, credit unions can: Roll out appointment booking quickly—both online and mobile. Give members the power to schedule visits on their own time. Integrate seamlessly with staff calendars, ensuring everyone is on the same page. Improve branch traffic flow and reduce congestion during peak hours. These modules are designed to be affordable, fast to implement, and flexible enough to grow with your branch network. The Bigger Picture: A Branch That Works Like Digital Appointment booking is more than just a scheduling feature—it’s a signal that your credit union is adapting to member expectations. It bridges the gap between digital convenience and the trust of in-branch service, ensuring that branches remain relevant in an increasingly digital world. Key Takeaway Celent’s research is clear: appointment booking is a must-have. Credit unions don’t need to wait for a “future branch strategy” to get started—this is one upgrade that delivers immediate value. With Better Lobby’s appointment tools, credit unions can meet rising expectations today while laying the foundation for stronger, smarter branches tomorrow. The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Celent recently released a new report titled “Optimizing Face-to-Face interactions: The Missing Link in Branch Channel Transformation” and in it they examine future branch trends. The research firm confirms our view that branch appointment booking is a “must have” feature – in fact, it rates number three on their list: Branch customer experience surveys Desktop and process analytics Digital appointment booking They even go so far as to label these as “proximate needs” that demand immediate attention! Fortunately, our Branch Appointments Modules are both quickly implemented and affordable, which makes this is one need that can be readily checked off of any credit union’s must have service list. Key Takeaway: Now is the time to add mobile and online appointment booking to your branch networks. It is simply too important to wait until a “future branch strategy” can be fully formed and implemented.

Balancing Tradition and Technology: The Continuing Relevance of Credit Union Branch Locations

A digital image of a person in a network looking at a location marker that symbolizes the locations of credit union branches.

Despite the rapid advancement of technology in the banking sector, credit union members continue to express high levels of satisfaction with their institutions. According to the Credit Union Satisfaction Index 2015 by CFI Group, credit unions consistently rank among the highest in terms of customer satisfaction. While online and mobile banking have become increasingly influential factors in member satisfaction, the importance of physical branch locations remains surprisingly strong. Understanding Member Satisfaction The CFI Group’s report sheds light on the factors driving member satisfaction within credit unions. Unsurprisingly, online and mobile banking platforms play a significant role in shaping the overall member experience. These digital channels offer convenience and accessibility, allowing members to manage their finances anytime, anywhere. However, despite the rise of digital banking, the importance of physical branch locations cannot be overstated. The Resilience of Branch Locations Contrary to expectations, the report reveals that branch locations maintain their significance in the eyes of credit union members. Only a small percentage of respondents—11%—consider branch locations to be of little or no importance. This finding underscores the enduring value of in-person interactions and the role that physical branches play in fostering trust and building relationships with members. Embracing Convenience and Connectivity The modern banking landscape is characterized by a blend of traditional and digital channels, each offering unique benefits to members. Recognizing the importance of both physical branches and digital platforms, credit unions are exploring innovative ways to marry these channels seamlessly. One such solution is the implementation of online and mobile branch appointment setting applications. Introducing Mobile Appointment Booking Tools Mobile appointment booking tools offer credit unions a practical means of bridging the gap between physical and digital channels. These applications empower members to schedule branch appointments conveniently from their smartphones or tablets, enhancing accessibility and streamlining the branch visit experience. By leveraging such tools, credit unions can meet the evolving needs of their members while maintaining the personal touch of in-person interactions. Benefits of Mobile Appointment Booking The adoption of mobile appointment booking tools brings numerous benefits for both credit unions and their members. For credit unions, these tools optimize branch resources, reduce wait times, and improve overall operational efficiency. Additionally, they enhance member satisfaction by offering a convenient and hassle-free appointment scheduling process. Enhancing Member Experience From the member’s perspective, mobile appointment booking tools contribute to a more seamless and personalized branch experience. Members can schedule appointments at their convenience, ensuring dedicated time and attention from branch staff upon arrival. This personalized approach fosters stronger relationships between credit unions and their members, ultimately driving loyalty and retention. Key Takeaways In an era marked by technological innovation, the importance of physical branch locations in the credit union industry remains steadfast. While online and mobile banking platforms offer unparalleled convenience, the personal touch of in-person interactions cannot be replaced. By embracing solutions such as mobile appointment booking tools, credit unions can effectively marry tradition and technology, delivering a superior member experience that transcends digital boundaries.

Empower Your Members with Mobile Booking

[Updated August 2025] Members want convenience—and that means being able to book appointments anytime, anywhere from their phones. That’s why Better Lobby’s Mobile Appointment Booking Tool is designed with the modern credit union member in mind. Whether it’s applying for an auto loan, updating account information, or meeting with a financial advisor, Better Lobby makes it easy and intuitive for members to get the help they need—on their schedule. What Members Can Do with Mobile Booking: 📱 Choose Their TopicFrom loans to new memberships, members select the reason for their visit upfront. 📍 Pick a BranchThey can choose the most convenient location, whether near home or work. 🕒 Select a Time and Staff MemberMembers choose the time that works for them—and even the staff they’d like to meet with. Why Credit Unions Love It ✅ Responsive Design: Works seamlessly on any smartphone or tablet.✅ Custom Branding: Upload logos, set brand colors, and tailor the member experience.✅ Real-Time Scheduling: Automatically syncs with staff calendars and updates availability.✅ Data Insights: Track booking trends and member demand with integrated dashboards and reports. Connected to the Full Better Lobby Suite The Mobile Booking Tool is just one piece of the puzzle. It integrates with: In-Branch Kiosks Online Queueing Flexible Branch Video Appointments Wall Display Systems This means members get a smooth, consistent experience—no matter how they check in. Key Takeaway Mobile isn’t just the future—it’s the now. Better Lobby’s Mobile Booking Tool gives your credit union the power to serve members where they are: on their phones and in control. Want to see how it works? Let’s talk.   The following section is the original post from August 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. We are pleased to announce the launch of our Mobile Booking Tool. The Tool conveniently extends our Branch Appointment Calendar to the Mobile/Web channel so that members can book their own appointments on-line. It’s built specifically for Credit Unions. It’s easy for members to use; through an intuitive design, they are guided to appointment topic (i.e. auto loan), branch of choice, date, time, and even staff member selection. Because the software was built with best-of-breed responsive design technology that ensures that page content automatically displays correctly, the credit union can support every smartphone and tablet on the market with a small number of web pages. Rick Poulton, President of Better Branches, states that “We are convinced that the importance of providing easy access to one-on-one appointments with staff will only grow as members increase their use of mobile devices to manage their finances and organize their lives.” Learn more about Mobile Appointment Booking Tool

Call Centers and Branches means Better Member Experience

[Updated August 2025] As more financial institutions shrink their branch networks, call centers are becoming the front line for member support. But for credit unions to keep delivering great service, something important needs to happen:Call centers and branches need to work as one team. That’s where Better Lobby comes in. One Appointment Calendar, Many Ways to Help When a member calls to book or change an appointment, they shouldn’t have to wait until morning to hear back from a branch.With Better Lobby’s Appointment Calendar, call center staff can book or update appointments instantly, just like in-branch staff. Everyone shares the same easy-to-use scheduling tool. This works across every appointment type: In-person Video meeting Phone call Better Lobby also supports custom appointment types, so your team can stay aligned no matter what the member needs. Why It Matters When your call center and branch staff share the same tools: Members get faster, more consistent service Staff are more efficient, no matter where they work There’s less confusion, missed appointments, or duplicated effort Added Bonus: Video Rooms and Remote Service Better Lobby’s Flexible Branch Video Module makes it easy to set up video appointments between members and staff—whether they’re in the same building or across the state.With new video rooms, you can even dedicate quiet spaces at your branches for scheduled virtual meetings with off-site team members. Key Takeaway The future of member service is blended.Your branch and call center teams should work from the same playbook. With Better Lobby’s shared appointment tools and video meeting features, it’s easier than ever to offer seamless, professional service—no matter where your members are.   The following section is the original post from October 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Industry analysts predict that call center volumes will increase as some financial institutions reduce their branch networks. If that is the case, these two channels must become more closely integrated – the “universal banker” in the branch must be supported by the “universal agent” in the call center. Just as the branch of the future will certainly become more sales-oriented, the contact center must as well. To pave the way for this cooperation, we developed the Better Lobby Appointment Calendar. This affordable and easy-to-use solution helps standardize all member-facing branch employees on a single scheduling application. For example if a member contacts the call center after branch hours to change an appointment, it can be done right then, on the spot! Key Takeaway: The branch and the contact center must work together to better serve members at their convenience, and this scenario is greatly facilitated by an enterprise-wide, branch specific appointment calendar for each employee.

The Rise of Universal Bankers: How Better Lobby Supports the Modern Credit Union Branch

[Updated May 2025] The Rise of Universal Bankers: How Better Lobby Supports the Modern Credit Union Branch As credit unions continue to evolve, so do their branches. What used to be focused on basic transactions is now shifting toward personalized service and deeper member engagement. Many credit unions are adopting a universal banker model, where staff are cross-trained to handle a wide range of member needs—from opening accounts and processing loans to assisting with digital tools and financial guidance. This shift calls for a smarter way to manage staffing, member flow, and service delivery. That’s where Better Lobby steps in. What Is a Universal Banker? Universal bankers are flexible, multi-skilled staff who can perform both teller and member service roles. Instead of waiting in separate lines for different services, members can meet with a single team member who’s trained to help them from start to finish. It’s more efficient for both the credit union and the member—and it aligns perfectly with the modern “sales and service center” approach many branches are moving toward. The Challenge: Managing Staff Flexibly and Effectively As the roles of staff expand, so does the need for better workforce coordination and member service tools. Traditional spreadsheets and calendars just aren’t enough to handle today’s complex scheduling, service tracking, and branch performance measurement. Better Lobby: Built for the Universal Banker Era Better Lobby’s flexible tools are designed to support this modern branch environment: ✅ Staff Availability Scheduling Our Staff Availability feature in the Appointments module lets managers easily assign staff availability by skill, location, or schedule. You can make sure the right team members are available when and where they’re needed—without overbooking or manual tracking. 📅 Appointment Booking Members can book appointments online, selecting the service they need. Better Lobby ensures those appointments are automatically routed to available staff with the right qualifications. 📊 Dashboards and Reports Get real-time insights into staff productivity, appointment types, and member traffic across branches. This helps you optimize staffing levels, track performance, and support universal bankers with actionable data. 🧑‍💻 Remote Manager View Manage multiple branches from a single screen. Whether you’re on-site or remote, you can monitor service levels, see which staff are helping members, and quickly reassign resources if a branch is busy. 💬 Queue Management and Kiosks Members can check in through a kiosk, mobile phone, or online, and be routed to the next available universal banker. This keeps lobbies flowing smoothly and lets staff work more efficiently across roles. Key Takeaway As credit unions shift to a universal staffing model, having the right tools in place is essential. Better Lobby provides an all-in-one solution for managing appointments, tracking service activity, and optimizing staff productivity—without the need for messy spreadsheets or manual scheduling. By giving your team the tools to be flexible, data-driven, and responsive, you can deliver the high-touch, modern service members expect—whether in person, over video, or through mobile.   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. As branches evolve and are repositioned into sales centers versus transaction centers, many FIs are moving to a ‘universal’ model for their branch staff. Research firm Novantas notes that with self-service and alternative technologies growing rapidly, many institutions are seeing as much as a 10% per-year reduction in branch transactions. The teller line and the platform staff are merging and these universal bankers will have to be able to efficiently and knowledgeably walk visitors through products and services and help them with more complex issues. In addition to expanding the range of functions that these universal bankers perform and more adept at using even more technology, branch workers will have to become more flexible with scheduling. This is especially true as branch personnel work harder to fill the demand for longer and expanded branch hours. The Staff Availability feature of our Better Lobby/New Accounts module was developed with this trend in mind (read more about Workforce Management). Key Take Away: As branches evolve and universal bankers become more common, workforce management software will be needed to closely assess staff utilization and productivity. In this environment, spreadsheets simply won’t work.

Mobile First—But Branches Still Matter

[Updated August 2025] Mobile banking is everywhere—and most members can’t go a day without their smartphone. According to Bank of America, nearly half of U.S. consumers say they wouldn’t last 24 hours without it. With over 15 million mobile users, their app gets more than 165 million logins per month. But here’s what might surprise you:84% of people still visit a branch every six months—even younger members in the 18–34 age range. What Does This Mean for Credit Unions? It means credit unions must deliver digital-first convenience while keeping branches efficient and welcoming. That’s where Better Lobby comes in. How Better Lobby Supports Both Mobile and Branch Needs ✅ Mobile Appointment Booking – Let members schedule from their phones, with options for in-person, video, or phone meetings. ✅ Online Queueing & Check-In – Members can join the queue remotely and check in when they arrive—no waiting in line. ✅ Kiosks & Wall Displays – Self check-in tablets and real-time wait displays keep things moving inside the branch. ✅ Dashboards & Reports – See how mobile usage impacts in-branch visits and adjust staffing accordingly. Digital Convenience + Human Connection Your members love their phones—but they still trust your branches.Better Lobby helps you bridge the gap so members can engage how they want, when they want. Key Takeaway Smartphones may be essential, but so is human service. Better Lobby helps credit unions combine mobile convenience with branch support to meet member expectations—at every touchpoint.   The following section is the original post from July 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Almost half of U.S. consumers admit they would not last a day without their smartphone, and many consider their devices more important than daily staples such as coffee and television, according to a new report released by Bank of America. The mega-bank has more than 15 million active mobile banking users who access their accounts on a mobile device over 165 million times per month. Despite these impressive numbers, visits to branches also remain high: 84% of their survey respondents have visited a branch within the past six months. To many people’s surprise, this is true among all the age groups polled, with nearly the same percentage of millennials ages 18-34 saying they have visited a branch in the past six months as those ages 35 and older. Key Takeaway: Despite the popularity of online banking and the rapid growth of mobile banking, American adults in all age groups still like the stability of a freestanding branch.

Modern Branches Need Modern Tools: How Better Lobby Helps Credit Unions Serve Members Better

[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 Members check themselves in using a tablet or touchscreen. It’s fast, intuitive, and eliminates the need for a greeter with a clipboard. 📱 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.

4 Productivity Myths—and How Better Lobby Helps Bust Them

[Updated August 2025] In a brief but insightful article, William Heitman highlights four common misconceptions about bank productivity. His points are still relevant today—and modern credit unions can address them more effectively than ever using tools like Better Lobby. Let’s break them down and see how Better Lobby helps your credit union move beyond the myths: 1. “Non-Technology Work Can’t Be Improved” Reality: Many manual tasks—like check-ins, member routing, or appointment coordination—can be optimized with the right software. ✅ Better Lobby’s Self Check-In Kiosks and Wall Displays remove bottlenecks in your lobby, making both members and staff more efficient. 2. “Front-Office Staff Resist Change” Reality: Staff want tools that make their jobs easier—not harder. Resistance often comes from clunky systems. ✅ Better Lobby’s intuitive modules (like Appointment Booking, Online Queueing, and the Staff Calendar) are easy to learn and streamline daily workflows, giving staff more time to focus on members. 3. “Back-Office Improvements Are Always Tech-Driven” Reality: True improvements come from better processes, not just more tech. ✅ Better Lobby Dashboards, Reports, and Data Dictionary tools connect marketing and operations to real-time branch data—without complex IT overhauls. 4. “Fixing Small Tasks Isn’t Worth It” Reality: It’s often the little frustrations—like unclear queues, missed appointments, or inconsistent member experiences—that add up. ✅ Features like real-time wait updates, deep links for direct scheduling, and custom branding across modules help remove friction in the member journey. Key Takeaway: The myths around productivity are just that—myths. With Better Lobby, credit unions can unlock real efficiency gains by improving front-line interactions, streamlining back-office processes, and using data to drive better service. It’s not about doing more. It’s about doing better.   The following section is the original post from November 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. William Heitman writes a short, but accurate article about the four misconceptions about bank productivity. In it he discusses “nontechnology work activities”, “perceived front office improvement resistance”, “ back office technology improvement” and “improving troublesome tasks”.  Thanks William – a great read. To see the entire article at American Banker

Why Mobile Appointment Booking Is the Fastest Way to Modernize Your Branch

[Updated August 2025] Despite years of predictions about the “death of the branch,” a new report by Celent suggests otherwise: ✅ 40% of financial institutions plan to add branches ✅ 33% expect no change in branch count ❌ Only 25% expect a decline Branches are here to stay—but the way they function is changing. Today’s credit unions are challenged to create a seamless connection between digital and in-branch experiences. But there’s a gap between ambition and execution. Celent found that few financial institutions offer: Online discounts or rewards Video or text chat options And even fewer—online/mobile appointment booking Enter: Better Lobby’s Appointment Tools Of all the digital upgrades, appointment scheduling is one of the fastest, easiest, and most cost-effective ways to: ✅ Boost branch sales✅ Improve member service✅ Enhance staff efficiency✅ Link your digital channels to your physical branches With Better Lobby’s Appointment Booking Tools, members can schedule from their phone, tablet, or desktop—and staff can prepare in advance for every meeting. Want to improve both your digital presence and your branch performance?Start with online appointment booking—it’s the bridge your credit union needs. Key Takeaway:Branches aren’t going away, but expectations are rising. With Better Lobby, you can modernize your member experience today—without overhauling your entire tech stack.   The following section is the original post from June 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Celent has released a new report, titled, Retail Banking Channel Systems in North America: The Quest for Omnichannel Continues. In it, their survey reveals some interesting branch trends in North America: a third of surveyed FIs expect no change in branch count over the next five years, 40% expect a net add in branches, just 25% of FIs forecast a decline in branch count. It appears that the branch is far from “dead”! Of course, they also found that most FIs are actively looking to expand their digital offerings, and actively engage consumers via online and mobile channels. Yet the research firm believes that capabilities are lagging these desires. Case in point: 1) less than one in five FIs offer shopping coupons, discounts, or rewards programs online; 2) fewer offer text or video chat options; and 3) fewer still offer online/mobile appointment booking. Key Takeaway: Of the 3 points listed above, online/mobile appointment booking presents the easiest path to driving branch sales, boosting member service levels, improving staff productivity, and creating a positive link between your branches and your digital channels.

Why Branches Still Matter in a Digital World

Computer illustrated Image of someone using a cell phone to access online services and digital banking.

[Updated August 2025] In today’s digital-first banking landscape, it’s easy to assume that members only care about mobile apps and online access. But recent insights from the CFI Group tell a more complete story—and it’s one Better Lobby has been helping credit unions address for years. What the Data Says While mobile and online tools top the list for daily interactions, branch locations and in-person service are still critical when it comes to member satisfaction and acquisition. In fact:📍 Convenient branches are one of the top reasons members choose a credit union.👥 In-branch service quality scores incredibly high, showing that personal interactions still drive member loyalty. So how can credit unions balance both worlds? That’s where Better Lobby’s tools come in. Bridging Digital and In-Branch with Better Lobby Better Lobby gives your credit union everything it needs to seamlessly connect mobile convenience with in-branch excellence: ✅ Mobile Appointment BookingLet members schedule meetings with staff from their phone—before they ever walk in. ✅ Online QueueingTurn drive time into wait time. Members can join the line remotely and arrive just in time. ✅ Kiosk Check-In & Wall DisplaySpeed up check-in, reduce lobby congestion, and improve transparency with digital signage. ✅ Flexible Branch Video AppointmentsServe members face-to-face—even if your experts are working from another branch. ✅ Branch-Level Dashboards & ReportsUse real-time data to manage staffing, optimize wait times, and support top-notch service. Key Takeaway Branches still matter—but how they function is evolving. With Better Lobby, your credit union can offer the digital tools members expect while preserving the personal service they love. It’s not about choosing between in-person and online—it’s about making both work better together.   The following section is the original post from August 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Since 1988, the CFI Group has been a leading provider of consumer feedback insights through analytics. The firm’s second installment of their Credit Union Satisfaction Index just found that online and mobile banking is more important than any other aspect of the member experience. No surprises there! However if you dig deeper into the report, you will find that while mobile and online banking obviously play a crucial part in member satisfaction, branches remain key to member acquisition. In fact, the convenience of a branch’s location is one of the top member considerations when joining a credit union, and a CFI spokesperson stated that “even though the vast majority of members are using online and mobile banking, members still want the convenience of a nearby branch, exceptional service and the ability to access their accounts in-person if they choose to do so.” Key Takeaway: Branch staff and branch convenience together accounted for nearly half of the overall leverage on satisfaction. Branch staff also plays a valuable role with a score of 92, reflecting members’ ongoing delight with the way they are treated during a branch visit. With these important facts in mind, consider making mobile and online appointment setting capabilities a priority at your credit union.

Modern Branches Need Modern Tools: How Better Lobby Helps Credit Unions Serve Members Better

[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 Members check themselves in using a tablet or touchscreen. It’s fast, intuitive, and eliminates the need for a greeter with a clipboard. 📱 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. Although mobile and online banking, coupled with changing consumer behaviors, are reducing overall traffic to branches, the branch is still important to many consumers. New Branches are being designed with greater consideration of the retail experience as well as the transactional efficiency. Along with this physical re-design, there comes a cultural and organizational change. Visitors to these smaller, more efficient and more effective branches will expect to be served in high tech manner which means that the traditional lobby check-in clipboard will go the way of the buggy whip. We have been on this journey with credit unions since 2003 when we introduced our Better Lobby/New Accounts solution that quickly and easily queues branch visitors for platform service by the first staff member to greet them or via a high tech Kiosk (in fact, we just released Kiosk 3.O). Key Takeaway: Moving to the new retail-friendly branch is a journey, not a destination, and this journey will be much easier with the help of lobby automation software.

Branches Are for Conversations—Better Lobby Makes Them Easier to Schedule

[Updated August 2025] Across the financial industry, one big shift is clear: members aren’t coming to the branch for basic transactions anymore—they’re coming for advice. Just look at Barclays Bank, which retrained over 6,000 branch employees into “community bankers” to help members with financial planning instead of just processing transactions. That’s the future—and it’s already happening in credit unions. As more people rely on mobile apps for deposits and payments, branches are becoming service centers for deeper conversations. Members Want to Book These Conversations When members need help with: Credit counseling Loan options Retirement planning Big purchases Resolving issues …they want to schedule an appointment—not wait in line. Better Lobby Tools Built for This Shift Better Lobby supports this new role of the branch with easy, mobile-first tools: ✅ Appointment Booking: Members can book time with the right person—face-to-face, phone, or video.✅ Online Queueing + Mobile Check-In: Visitors can join a digital waitlist or check in from the parking lot.✅ Kiosks & Wall Displays: Self check-in and real-time updates help manage in-branch flow.✅ Reports & Dashboards: See what services are in demand and when, so staff is scheduled effectively. The Result? Higher Satisfaction + Smoother Operations Giving members tools to plan their branch visit leads to: Less stress for staff and visitors More time for meaningful conversations Increased efficiency without sacrificing service Key Takeaway As branches shift toward offering advice and support, members expect a more modern way to engage. Better Lobby helps credit unions make every conversation count—efficiently and personally.   The following section is the original post from July 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Barclays Bank, a British multinational banking and financial services company headquartered in London, is retraining 6,500 traditional branch staff so they can offer financial management to customers. Starting in October, these former tellers will adopt the role of “community bankers,” and receive a pay raise. Like most financial institutions, Barclays has seen the number of customers using digital channels grow substantially over the past few years. Increasingly, consumers are choosing to conduct basic transactions through self-service digital platforms – especially mobile – and use branches for more in-depth conversations with staff. Key Takeaway: As more people come to the branch for financial advice and problem resolution, they will want to schedule an appointment in advance. This why we developed our Mobile Wait Indicator solution which encourages branch visits from the mobile channel and helps visitors select the best time to visit the branch, resulting in higher member satisfaction and “smoother” branch traffic flow.

Appointment Calendars Help Smooth Out Branch Traffic

[Updated May 2025] Branch traffic isn’t what it used to be. In the past, managers could count on peak traffic during lunch breaks or around payday. But recent studies show branch visits are flattening—coming in at more unpredictable times and days. This makes staff scheduling harder and service consistency more challenging. But there’s good news: credit unions using Better Lobby’s Appointment Booking module are already staying ahead of the trend. Why Appointments Are a Win-Win Whether it’s for opening an account, applying for a loan, or getting financial advice—appointments help both members and staff: ✅ Members love the convenience: They know when they’ll be seen and don’t have to wait.✅ Staff can plan better: No more guessing how busy the day will be.✅ Managers gain visibility: With Better Lobby’s reporting, you can see what services are in demand and when.✅ Branches run more smoothly: Less waiting. More doing. Flexible Features for Today’s Credit Union Better Lobby’s Appointment Calendar includes: Branch-by-branch setup Remote, phone, or in-person appointments Custom appointment types Staff availability controls Mobile-friendly booking links Everything’s built to make life easier for your members—and your team. Looking Ahead Appointments won’t just be a “nice to have.” They’re becoming the standard way members interact with their credit union. If your team is still relying on walk-ins and guesswork, now’s the time to modernize with Better Lobby’s Appointment Booking tools. Key Takeaway Appointments help flatten the chaos of unpredictable traffic and give credit unions the tools to deliver better service, every day. With Better Lobby, it’s easy to get started—and even easier to scale.   The following section is the original post from March 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Some recent industry studies have shown a flattening of branch traffic patterns, both in the time of day and the day of the month. Because of this trend senior managers are having a much more difficult time scheduling branch employees. While branch walk-ins currently exceed appointments at many branches, the use of appointments will grow in the future. Appointments are a win-win: members get better service and staff efficiency levels improve dramatically. Our Branch Appointment Calendar module establishes the infrastructure – in an affordable manner – for these positive changes to occur. Key Takeaway: Our Appointment Calendar module will help CUs evolve their branch network to meet the changing expectations of their members in way that reduces costs, improves member satisfaction and increases sales.

Online Appointment Booking Is Now the Global Standard – Is Your Credit Union Ready?

A photo of Credit Union staff using a calendar to track member appointments. Better Lobby software platform has an appointment module where staff can book appointments and track appointments for the branch and whole credit union.

[Updated August 2025] From major U.S. banks to British institutions like Lloyds Bank, online appointment booking is going global. In the UK, Lloyds now lets customers schedule branch appointments in real time via the web or mobile—choosing the day, time, and even receiving SMS or email reminders. This shift isn’t just a trend. It’s a transformation in how consumers expect to engage with their financial institutions—they want flexibility, control, and convenience. Better Lobby: Real-Time Appointment Booking Built for Credit Unions At Better Lobby, we’ve been helping credit unions meet this growing demand for years with our Mobile Booking Tool and Appointment Calendar modules. These tools allow your members to: ✅ Book appointments online or by mobile, anytime, anywhere✅ Choose a branch, date, time, and staff member✅ Receive confirmation and reminders via email or text✅ Sync seamlessly across teams, whether in-branch or in your contact center Whether it’s applying for a loan, opening an account, or just needing face-to-face service—members appreciate knowing they’ll be helped when it works best for them. Make It Part of Your Strategy As Lloyds’ Digital Director said: “There are some things that some people just prefer to do face to face.” And he’s right. Even in a mobile-first world, branches still matter—especially when paired with smart, self-service digital tools. Key Takeaway:With Better Lobby, your credit union can match—and exceed—the convenience offered by global banks. Online appointment booking is no longer optional—it’s expected. Let’s help your CU deliver it with ease.     The following section is the original post from October 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The big British banks are now following their trend-setting American counterparts with news that Lloyds Bank has rolled out an online system that lets customers book branch appointments in real-time. News reports  state that this is a first in the United Kingdom. In action, customers can pick a branch and appointment time – from the following day to up to three weeks in the future – online or through their mobile phone. The service is also configured to send users SMS and/or email reminders of their appointment. In a press release, Adrian Bryant, digital director, Lloyds Bank, stated: “The new online appointment booking system will give customers convenient access to our branches. There are some things that some people just prefer to do face to face. So we’re using technology to improve that process for everyone while recognizing people’s varying needs.” Key Takeaway: Online appointment booking is fast becoming a reality in the US in most areas of our society and is spreading around the world. That is because by empowering consumer appointments through websites and mobile devices, organizations of all sizes dramatically improve the consumer experience, loyalty and revenue opportunities.

Level the Digital Playing Field with Mobile Appointment Booking

[Updated August 2025] Many younger consumers think only big banks offer cutting-edge digital experiences. A recent survey by BankChoice Monitor found that 36% of checking account shoppers require mobile banking—and that number jumps even higher for shoppers under 30. That perception can make it harder for credit unions to compete. The good news? Mobile tools are now more affordable and more powerful than ever—especially when it comes to appointment booking. While most credit unions now offer strong mobile banking (balance checks, transfers, etc.), one key feature is still missing at many institutions: mobile appointment scheduling. Better Lobby’s Mobile Appointment Tool: Designed for Credit Unions Big banks let customers book appointments with staff from their phones or computers. So should you. With Better Lobby’s Mobile Appointment Booking Tool, credit unions can now offer the same convenience—and even more member-friendly features: ✅ Book Anytime, Anywhere – Members can schedule appointments 24/7 from their phone, tablet, or laptop.✅ Custom Branding – Match your colors, logo, and language for a seamless CU experience.✅ Staff & Branch Selection – Members can pick the location and team member that fits their needs.✅ Built for Credit Unions – Unlike general-purpose tools, Better Lobby is tailored specifically to the credit union model. Why It Matters Members—especially younger ones—expect self-service options. Offering mobile booking shows your credit union is keeping up with their lifestyle and tech expectations. It’s not just convenient—it builds trust, drives branch visits, and shows that credit unions can be just as innovative as the largest banks. Key Takeaway:With Better Lobby’s Mobile Appointment Tool, you can offer a modern, member-first experience that rivals the big banks—without the big price tag.   The following section is the original post from October 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Unfortunately, there is a perception for many young consumers that the large national banks offer the best mobile banking services. In a recent BankChoice Monitor survey of consumers shopping for new checking accounts on FindABetterBank.com, 36% of shoppers say they must have mobile banking with their next checking account – and shoppers under 30 are more than twice as likely to require mobile banking compared with shoppers over age 60 or older. The good news is that mobile banking functionality offered by both dedicated vendors and core systems vendors is getting much more full-featured and more affordable. One core systems provider, CU*Answers, even offers mobile banking via browser for free to its members as part of its core package. CU*Answers` It’s Me 24/7 service allows access to a mobilized version of online banking via mobile devices. Members can pay bills, check balances, transfer funds and do other essential mobile banking tasks. However, one important piece of digital functionality is still missing for the majority of credit unions: mobile (and online) appointment booking capabilities. The “Big 4” money centers banks are all currently offering the ability to book mobile and Web appointments with their branch staff. Key Takeaway: Better Branches Mobile Appointment Tool Module, which is the first appointment tool designed specifically for credit unions, is very affordable and available right now. Virtually any credit union can be up and running quickly with this easy-to-use tool which helps level the playing field with the big players.

Face-to-Face Still Matters—And Booking It Should Be Easy

A photo of staff at a credit union meeting with a member. The face-to-face meeting can be tracked with other information such as time helped, wait time in the Better Lobby software platform.

[Updated August 2025] In today’s digital-first world, you might assume face-to-face banking is a thing of the past—especially with younger generations. But that’s not the case. In fact, TD Bank found that 57% of Millennials still prefer visiting a branch when making big financial decisions like mortgages, auto loans, student loans, or investments. Even in an age of apps and automation, people still value human conversations for complex matters. This trend isn’t limited to banking. Just look at Apple—a brand at the cutting edge of technology. Their Apple Stores thrive not just because of great products, but because people schedule appointments to get personalized help from Apple Geniuses. The model works. What This Means for Credit Unions Your members want access to in-person help when it matters most—and they want the convenience of booking that time online or from their phone. That’s where Better Lobby comes in. With our Mobile Appointment Booking Tool, credit unions can offer: ✅ Easy online scheduling for expert consultations✅ Mobile-friendly design for booking on-the-go✅ Staff-specific appointments for specialized needs✅ Fewer walk-in surprises and more prepared conversations Personal Banking, Modern Tools Your branch is where trust is built. Let members connect when and how they want to—with modern self-service tools that lead to better human service. Key Takeaway:Even in a digital world, face-to-face banking isn’t going away—it’s evolving. With Better Lobby’s online and mobile appointment booking, your credit union gives members the power to connect with the right person, at the right time, for the moments that matter most. The following section is the original post from October 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The only place that a consumer can have a face-to-face interaction with a person is at a branch. But who wants this in an increasingly digital age? It turns out just about everyone, including the Millennial demographic that most people assume would never want to walk into a branch. For example, TD Bank’s recent research on banking preferences of Gen Y found that 57% of them want to come in and talk to a real person when they are making big decisions on their mortgages, or they are buying a car, or student loans, or investments. Branch detractors fail to recognize that even the most gadget-addicted consumers still want eyeball-to-eyeball human assistance when it comes to big financial decisions, to obtaining financial advice, to applying for many types of loans, and simply to clear up some error or misstep. The branch is a place to make a human connection which simply cannot happen in the other channels. It is interesting to note that Apple, considered by many to be the ultimate high-tech company, has found great success with their Apple Stores and many analysts agree that one of the reasons the Apple Stores are so successful is that a lot of the traffic there is prearranged. People go online and make appointments to meet with Apple Geniuses. Key Takeaway: The branch of the future is all about personal assistance and advice, so your credit union should make it easy to book an online appointment with an expert. Our Mobile/Web Appointment Booking Tool Module, which is the first appointment tool designed specifically for credit unions, is the perfect way to make this a reality.

Mobile Appointment Booking Tool acts as a “bridge” to the branch

While mobile banking continues to grow in popularity, the branch remains an important delivery channel for even the most ardent mobile banker. Case in point: a McKinsey & Company study found that consumers using mobile and online banking more than once a week are also over 60 percent more likely to be active retail branch users. While transactional activities are declining at the branch, human interactions are generally now reserved for complex problems. Digital channels have not replaced physical channels, nor can they ever take the place of a friendly handshake and face to face conversations. Key Takeaway: Members from all walks of life have embraced multichannel digital channels, however they also expect to use their branch for higher value face-to-face interactions. Increasingly they expect to be able to make appointments with branch personnel online and via mobile devices. To address this requirement we need to establish “bridges” between the mobile and branch channels. One such bridge is the Mobile Appointment Booking Tool! Today’s credit union members expect more than just a friendly face — they want convenience, speed, and flexibility. They’re used to booking everything online — from doctor visits to haircuts — and they expect their credit union to offer the same kind of experience. That doesn’t mean replacing human connection. In fact, smart digital tools can bring members even closer to staff. How? By helping them prepare, schedule, and get the most out of their visit. That’s where Better Lobby’s Mobile Appointment Booking Tool comes in. It’s a simple way to give members control while making branch visits more efficient and personal. Think of it as the bridge between online convenience and real-world service. What Is the Mobile Appointment Booking Tool? The Mobile Appointment Booking Tool (MBT) lets your members book appointments online — anytime, anywhere. It works on your credit union’s website and mobile devices. Here’s how it works: Choose a location: Members pick which branch they want to visit. Select a service: Like loans, new accounts, or financial advice. Pick a date and time: Members see available openings and choose what works best. Choose how to meet: In person, by phone, or by video — whatever is easiest. This tool makes it simple for members to connect with your credit union on their terms — while helping your team prepare and deliver a better experience. It’s quick, easy, and member-friendly. Bridging Digital and Physical Experiences Better Lobby helps credit unions bring the best of both worlds together—online convenience with in-person service. Less Waiting, More Service: Members can check in ahead of time or book an appointment, so they spend less time waiting in the lobby and more time getting what they need. Plan Ahead, Stress Less: With online appointments, members pick a time that works for them. No guesswork, no showing up to a long line. Keep It Personal: Members can choose the service they need and add details before they even walk in. That way, staff are ready to help right away—and the experience still feels personal and human. Supporting Entrepreneurs and Small Businesses Credit unions have always been champions for local businesses and startups. Better Lobby makes that support even stronger. Why It Matters: As explained in the blog post “Innovative Lending Practices: How Credit Unions Support Entrepreneurs and Startups” credit unions stand out by offering personalized lending solutions—especially when compared to big banks. Appointments Make a Difference: Business owners can schedule time directly with a loan officer. That means they won’t have to explain everything twice or wait around to be helped. Tailored Support, Right on Time: The Mobile Appointment Booking Tool lets entrepreneurs pick the exact service they need—like a small business loan or equipment financing—and allows staff to prepare in advance. Everyone wins. Flexible and Member-Focused: With Better Lobby, small business members get the personalized, one-on-one attention that credit unions are known for—without the hassle. Benefits for Credit Union Staff Managing a busy branch can be tough—but Better Lobby makes it easier. Know who’s coming and why: With appointment info upfront, staff can prepare in advance for each member’s needs. Less stress during peak times: A well-managed queue means fewer surprises and smoother service—even on the busiest days. Smart scheduling for specialists: Need to line up mortgage or business lending appointments? No problem. Better Lobby helps make sure specialists are booked efficiently. More time for real conversations: When the routine stuff is handled smoothly, staff can focus on what really matters—building relationships with members. Data-Driven Optimization Better Lobby isn’t just about managing appointments—it’s also about making better decisions with real data. Spot peak times easily: Appointment trends help branch managers see when traffic is heaviest—and prepare accordingly. Smarter staffing plans: Use the data to adjust staffing across locations, so you’re never caught off guard. Understand member needs: See what services members are booking most often, then plan ahead to meet demand. Making the Case: The Appointment Tool as a Strategic Asset Appointments aren’t just about filling up calendars—they’re about creating better service for your members and smoother operations for your staff. When members book ahead, staff have time to prepare. That means fewer surprises, more focused conversations, and better outcomes—like approved loans, new accounts, or helpful financial advice. It also helps your credit union run smarter: You know who’s coming in and why. You can plan staffing better. You reduce wait times and lobby frustration. In short, better scheduling leads to better service, which leads to stronger member relationships. That’s not just a nice-to-have—it’s a strategic win. Conclusion Offering appointments isn’t just about convenience. It’s about making every interaction more productive and more personal. Credit unions that adopt appointment tools like Better Lobby don’t just streamline operations—they build trust, improve financial outcomes for members, and use staff time more effectively. Learn more about the Better Lobby Appointment tools

Transforming Branch Experiences: The Power of Video in Credit Unions

Photo and digital image of Credit Union Personalized Services. Financial institutions must adapt to the future the image symbolizes the future that credit unions can adapt to and how better lobby and better branches technology can help.

The financial industry has witnessed significant transformations over the years, with technological advancements reshaping the way financial institutions interact with their clients and members. One notable trend that has emerged is the integration of video technology within branch operations. In this article, we explore the various uses of video in credit union branches, highlighting its role in enhancing customer service, efficiency, and overall member experience. Video Technology in Branch Operations In her article “Makeovers Turn Out Smaller, Sleeker, Smarter Branches” published in American Banker, Mary Wisniewski discusses the adoption of video technology in modern branches. This innovative approach allows credit unions to leverage video for teller and platform services, facilitating a more streamlined and personalized interaction with members. Enhancing Customer Service Video technology enables credit unions to provide members with access to knowledgeable staff and specialized services regardless of branch size or location. Through video conferencing capabilities, members can connect with remote experts and advisors, receiving real-time assistance and guidance on various financial matters. This personalized support contributes to enhanced customer satisfaction and loyalty. Improving Operational Efficiency By integrating video technology into branch operations, credit unions can optimize resource allocation and improve efficiency. Video tellers allow for centralized transaction processing, reducing the need for multiple staff members at individual branches. Additionally, video platforms enable seamless collaboration between branch personnel and remote teams, facilitating smoother workflows and faster decision-making processes. Expanding Accessibility One of the key benefits of video technology is its ability to extend the reach of credit union services to underserved or remote communities. Through video-enabled branches or shared branch networks, members can access a wide range of financial services without the need to travel long distances. This expanded accessibility promotes financial inclusion and strengthens the credit union’s presence within its community. Creating Personalized Experiences Video technology empowers credit unions to deliver personalized experiences tailored to the unique needs and preferences of each member. Whether it’s connecting with a familiar face through video teller services or receiving customized financial advice from remote experts, members feel valued and supported throughout their interactions. This human touch fosters stronger relationships and builds trust between the credit union and its members. Embracing Innovation for Future Growth As credit unions embrace digital transformation, the strategic use of video technology emerges as a key differentiator in the competitive landscape. By leveraging video for customer service, operational efficiency, and member engagement, credit unions can position themselves for future growth and success. Through continuous innovation and investment in technology, credit unions can meet the evolving needs of their members while staying true to their mission of serving the community. Key Takeaways The integration of video technology represents a significant milestone in the evolution of credit union branches. By harnessing the power of video for customer service, efficiency, and accessibility, credit unions can create meaningful experiences that resonate with members. As technology continues to evolve, credit unions must remain agile and proactive in adopting innovative solutions that enhance the overall branch experience and drive long-term success.

Connecting Mobile Banking and Branch Visits

While mobile banking continues to grow in popularity—especially among younger generations—the branch experience is far from obsolete. A recent survey by the American Bankers Association showed that while 10% of people prefer mobile banking, a growing 21% still prefer visiting a branch. That’s up from 18% the year before. Why? Because when it comes to important, complex services like opening a new account or applying for a loan, members still want face-to-face interactions with staff they trust. At Better Lobby, we believe credit unions don’t have to choose between digital and in-person. Instead, we make it easy to connect both channels into one seamless member journey. Make It Easy to Meet with Members—Anytime, Anywhere Here’s how Better Lobby supports both mobile-first convenience and the personal service of a branch visit: 🗓 Mobile Appointment BookingLet members schedule appointments from their phone, 24/7. Staff can prep for the meeting in advance, improving service and efficiency. 📍 Branch-Level DashboardsKnow who’s coming in, when, and for what—so your team is ready and your branch is running smoothly. 📱 Online QueueingMembers can join a waitlist remotely, minimizing in-lobby time and making the experience feel faster and more respectful of their schedule. 👋 Flexible Staff SchedulingSupport universal banker models with tools that adapt to how your team works—including cross-branch and video-based appointments. Key Takeaway Even in a mobile world, branches still play a critical role. With Better Lobby, your credit union can offer the mobile-first tools members expect while delivering the personal, efficient branch experience they still value. It’s not about replacing the branch—it’s about empowering it. While the Internet remains America’s most popular banking method, mobile banking has steadily gained momentum and is now preferred by 10 percent of consumers – up from 8 percent in 2013 – according to a recent survey by the ABA. This is certainly understandable considering the popularity of mobile banking, especially among younger consumers accustomed to doing everything on their mobile devices. Yet upon closer examination of the survey, which was conducted ABA by Ipsos Public Affairs which is an independent market research firm, it is obvious that branches remain relevant and popular. In fact, the second most popular way to bank – visiting a branch – actually increased to 21 percent in 2014 over 18 percent in last year’s study. The report concludes that “when people are conducting a complex transaction like opening an account or applying for a home or business loan, they often prefer to do it in person.  We’re seeing a branch renaissance in some areas, with many institutions transforming their branches to become more efficient and customer-friendly.” Key Takeaway: When it comes to being “more efficient and customer-friendly,” it is hard to beat online and mobile appointment setting capabilities to connect Mobile users to branch staff. Our Better Lobby Mobile Appointment Booking Tool increases efficiency by allowing staff to prepare for the member meeting in advance, and the Booking Tool can be used day or night, seven days a week, enabling members to arrange branch appointments when it is most convenient for them.   Why Appointment Scheduling Tools Matter in a “Digital-First” World Today’s credit union members want the best of both worlds—digital convenience and personal service. They expect to manage their finances online, but still value speaking with someone face-to-face when things get more complex. That’s where appointment scheduling tools come in. Better Lobby’s appointment system helps credit unions meet members where they are—on their phones, tablets, or computers—while still making it easy to connect with branch staff. Whether it’s opening an account, applying for a loan, or getting expert advice, members can book a meeting on their own schedule and feel confident someone will be ready to help. It’s a perfect example of “Digital First, Not Digital Only.” Instead of forcing members into just one way to connect, Better Lobby supports flexible, personalized service—online, in person, or by video—making every experience smoother and more human. What Makes Better Lobby’s Appointment Tool Unique Not all appointment tools are created equal. Better Lobby’s appointment system is built specifically for credit unions—and it shows. No app needed. Members can book appointments right from their phone or computer using a web browser. It’s fast, easy, and doesn’t require any downloads. Integrated with Outlook. Once an appointment is booked, it appears automatically in the staff member’s Outlook calendar. That means no double-booking and better preparation for every meeting. Real-time confirmations. Members get instant confirmations and reminders via text or email, so they always know their appointment is set. Customized for your credit union. The look and feel of the booking tool can be fully branded with your logo, colors, and language—so it feels like part of your credit union, not a third-party tool. Flexible meeting types. Whether it’s in-person, by phone, or by video, Better Lobby supports all appointment types in one simple platform. Better Lobby helps you deliver smarter service, with less hassle—for your members and your staff. Operational Benefits for Credit Unions Better Lobby’s appointment tool isn’t just great for members—it’s a game-changer for branch operations, too. Less lobby traffic, shorter wait times. With more members booking ahead, your team can manage the flow of visitors and avoid long lines or crowded lobbies. Smarter staffing. Knowing who’s coming and when helps managers schedule staff more effectively, especially during busy hours or for specialized services. More prepared staff = better results. When staff know the purpose of an appointment ahead of time, they can prepare for the conversation—leading to higher satisfaction and more successful sales or service outcomes. Lower stress, smoother days. A steady, predictable schedule helps reduce pressure on your team and makes visits more pleasant for members. Better Lobby brings order to the branch experience, making your team more efficient and your members more satisfied. Better Member Experience from First Click to Final Handshake When members can choose how and when they connect, everyone wins. Appointment control = happier members. With Better Lobby, members pick a time that works for them—no waiting on hold or showing

The Evolution of Member Experience: From Traditional to Digital-First Banking

credit unions in 2026 trends

Preparing for the Future: Building a Digital-Ready Credit Union Branch As the world of banking becomes more digital, credit unions are exploring how to keep their branches relevant—and effective. While some institutions race to adopt the latest AI and automation tools, others are asking a key question: “How do we build the right foundation for digital transformation?” At Better Lobby, we believe the answer starts with the member experience inside your branch. The Physical Branch Still Matters—But It Needs a Digital Boost Even as mobile apps and online banking grow, branches remain essential for complex services, member trust, and human connection. But the way those branches operate must evolve. A modern branch isn’t just about face-to-face service. It’s about blending personal interaction with digital efficiency. It’s about making it easier for members to walk in, check in, and be served—without unnecessary delays or confusion. Start with Smart Lobby Tools Before rolling out high-tech solutions like AI or blockchain, it helps to start with simpler tools that streamline daily operations. Better Lobby offers several that help: Self-service kiosks that speed up check-ins and reduce staff workload Online queuing so members can join the line before they arrive Appointment scheduling for high-value, personalized services Real-time data that helps managers balance staffing and wait times These tools create a consistent, efficient member journey—and they make future digital upgrades much easier to implement. Build Trust With Every Visit As more banking moves online, the in-branch experience becomes even more important. Every visit is a chance to build loyalty, answer questions, and offer financial guidance. That’s why optimizing branch operations now sets you up for success later. A digital-first credit union isn’t just about new apps. It’s about aligning your people, processes, and platforms to give members what they want—speed, convenience, and care. What’s Next? Our next post will dive deeper into how credit unions are using automation and AI to deliver truly personalized digital experiences. But first, you need the right systems in place—like Better Lobby—to support that vision. The Evolution of Member Experience: From Traditional to Digital-First Banking As we progress into 2026, the landscape of banking, particularly within credit unions, is undergoing a significant transformation. The pivot from traditional service models to digital-first approaches is not just a trend but a fundamental shift driven by technological advancements and changing member expectations. This transition is greatly enhancing how credit unions operate, offering unprecedented convenience and personalization through the integration of Artificial Intelligence (AI) and automation technologies. The Shift to Digital-First Strategies The concept of digital-first banking encompasses more than just online transactions; it represents a holistic approach where digital interactions are the primary focus of member engagement strategies. For credit unions, this means adopting technologies that not only streamline operations but also enhance the quality and responsiveness of member services. Personalization at the Core One of the hallmarks of digital-first strategies is the ability to personalize member interactions at scale. AI-driven data analytics allow credit unions to understand individual member needs and preferences, tailoring services and communications accordingly. This capability transforms generic services into personalized banking journeys, increasing member satisfaction and loyalty. Automation for Efficiency Automation plays a crucial role in optimizing operational efficiency in credit unions. Automated processes reduce the need for manual intervention in routine tasks such as account management, query handling, and transaction processing. This shift not only speeds up service delivery but also frees up human resources to focus on more complex, value-added activities that require human touch. Enhancing Member Access and Convenience Digital-first banking dramatically enhances accessibility, allowing members to perform banking tasks from anywhere at any time. The integration of mobile banking apps, online queuing systems, and video banking solutions means that members can enjoy seamless banking experiences without the need to visit physical branches. On-Demand Services The rise of on-demand banking services, facilitated by digital platforms, ensures that members can access financial services and support exactly when they need them. This aspect is particularly crucial in building trust and reliability, key factors in member retention and attraction. Challenges in Adoption Despite the clear benefits, the transition to digital-first strategies is not without challenges. Credit unions face hurdles such as: Technological Integration: Seamlessly integrating new technologies with existing systems can be complex and costly. Security Concerns: With increased digital interactions, ensuring robust cybersecurity measures is paramount. Cultural Shifts: Moving from traditional to digital-first requires significant cultural adjustments both for staff and members. Overcoming These Challenges To navigate these challenges, credit unions are increasingly investing in training programs to upskill employees, implementing phased technology adoption strategies, and prioritizing cybersecurity at all levels of digital interactions. Future Trends Looking forward, the evolution of digital-first banking is set to accelerate, with emerging technologies like blockchain and advanced AI algorithms playing increasingly prominent roles. These technologies promise even greater security, efficiency, and personalization, paving the way for more innovative member service approaches. Key Takeaways Embrace Change: The shift to digital-first is inevitable and essential for staying competitive. Focus on Personalization: Utilize AI to deliver personalized member experiences. Invest in Security: As services go digital, robust cybersecurity measures are more crucial than ever. The evolution from traditional to digital-first banking presents an exciting opportunity for credit unions to redefine their service delivery models. By embracing these changes, credit unions can ensure they meet the evolving needs of their members while enhancing operational efficiency and maintaining a competitive edge in the financial services market.

Do Millennials Still Visit Branches? Yes – What It Means for Credit Unions

Yes, Millennials Still Visit Branches. When we think about millennials, we often picture smartphones, mobile apps, and doing everything online. But according to Wells Fargo CEO John Stumpf in a 2015 investor call, that doesn’t tell the full story. Despite mobile banking being Wells Fargo’s fastest-growing channel, 75% of customers—including millennials—still visit a branch at least once every six months. [This blog post was updated June 2025] Why Are Millennials Still Visiting Branches? Even in a world of mobile banking and digital tools, members still want that face-to-face interaction—especially for important moments. Whether it’s opening a new account, applying for a loan, or getting help with fraud, members want to feel confident, supported, and heard. What This Means for Credit Unions This insight is a reminder that digital tools don’t replace branches—they enhance them. Credit unions should consider how to blend in-person service with digital convenience. That’s where tools like Better Lobby come in. How Better Lobby Supports Both In-Branch and Digital Preferences Better Lobby helps credit unions meet members where they are—whether that’s in the lobby or on their phone: Appointment Scheduling: Makes it easy for members (especially tech-savvy ones) to book visits in advance. Queue Management & Kiosks: Keeps in-person visits smooth, organized, and low-stress. Video Meetings & Online Queuing: Offers digital-first options for busy members who still want personal service. Wall Displays & Notifications: Keeps members informed and reduces confusion in branches. Branches Still Matter—Just Smarter Ones Wells Fargo isn’t alone in rethinking what a branch should be. As Stumpf noted, they’re moving toward smaller, smarter branches because digital tools are supporting more interactions. This trend gives credit unions an opportunity to redesign their spaces for more efficiency—without losing the human touch. Key Takeaway Millennials Still Visit Branches Even in the age of mobile banking, members—millennials included—still value branch visits. Better Lobby helps credit unions modernize the in-branch experience while offering the digital tools today’s members expect. Source: “Do millennials use bank branches? Yes, Wells Fargo CEO says” – The Charlotte Observer, April 2015.Read the original article here   The following section is the original post from June 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Without a doubt, mobile banking is the fastest-growing channel. Moreover, it has grown faster than any channel in the history of banking – faster than online banking, ATMs, etc. Yet Millennials, also known as Digital Natives, still use branches, according to Wells Fargo CEO John Stumpf.  He recently pointed out that 75 percent of customers visit a branch once every six months. The bridge between mobile banking and the oldest channel of the all – the branch – is the convenient ability to book branch appointments on a mobile device. Our Mobile Appointment Booking Tool can be used day or night, seven days a week, enables members to arrange appointments when it is most convenient to them. Key Takeaway: Whether your staff uses our Better Lobby Appointment Calendar software or Microsoft Outlook, member appointments made using the Mobile Appointment Booking Tool are seamlessly recorded and help to increase branch sales and improve employee efficiency levels.

Better Lobby is Heading to the ENGAGE 2025 Conference!

Better Lobby is Heading to the ENGAGE Conference! We’re excited to share that the Better Lobby team will be attending this year’s ENGAGE Conference in Orlando, hosted by The League of Credit Unions and Affiliates! 🎉 This conference is one of the biggest credit union events of the year, bringing together hundreds of credit union professionals, over 50 speakers, 40+ content sessions, and 180 exhibitors. It’s the perfect place to learn, connect, and explore what’s next for credit union innovation—and we’re thrilled to be a part of it. Come Visit Better Lobby at Our Booth! If you’re attending ENGAGE, be sure to stop by our booth (Booth 6) to say hello and see how Better Lobby is helping credit unions just like yours improve member service, reduce wait times, and make branch operations run more smoothly. We’ll be showcasing all of our latest tools, including: 🗓 Appointment BookingLet members schedule in-branch, video, or phone appointments in advance. 🚶 Online QueuingLet members check in before they even arrive and see real-time wait times. 🖥️ Kiosk Self Check-InFast, touch-free check-in for walk-ins and appointments using in-branch kiosks. 📺 Wall DisplayShow queue status on a monitor to reduce confusion and keep things moving. 🎥 Flexible Branch Video MeetingsLet members meet with staff—whether they’re in the same building or at another branch. Why This Matters In today’s world, members expect smooth, flexible service. Whether they’re walking in, calling from home, or joining a video appointment, Better Lobby helps credit unions meet those expectations with ease. ENGAGE is a great opportunity for us to talk with credit union professionals, listen to your challenges, and show how our tools can help. Let’s Connect We’d love to meet you at the conference—whether you’re curious about online queuing, want to talk video meetings, or just want to see a quick demo. Stop by our booth and let’s chat! See you at ENGAGE! 👋 📍 Where to Find Us: Booth #6 – Exhibit Hours🕓 Wednesday, June 11 | 4:45 – 6:30 p.m.🕓 Thursday, June 12 | 3:45 – 6:00 p.m.

Why Credit Unions Are Creating Dedicated Video Meeting Rooms

In today’s world, flexibility is everything. That’s why more and more credit unions are setting up dedicated video meeting rooms—private, comfortable spaces where members can connect with staff through a secure video call. Whether they’re signing documents, asking about loans, or getting help with an account, these video rooms make it easy for members to get personal service—even if the staff member is at a different branch. What Are Video Meeting Rooms? A video meeting room is a small, quiet space inside a credit union branch where members can have a face-to-face video call with staff. These rooms are designed for: Signing documents electronically Getting personal help from remote staff Meeting with staff at another branch Private conversations without distractions Some credit unions also use these rooms when staff are working from home or from another part of the building. How It Works with Better Lobby Better Lobby’s Flexible Branches Video Module makes it easy to connect members to staff anywhere. Here’s how it works: Member checks in for a video appointment using a kiosk or mobile device. Better Lobby adds the visit to the queue and sends them to the video room. Staff member at another branch (or even another city) joins the video call. They meet securely and can even share and sign documents in real time. It’s fast, safe, and keeps your operations running smoothly—even when you don’t have every service at every location. Why Credit Unions Love Video Rooms 1. More Service Options:Members can talk to loan officers, new account reps, or specialists—even if they’re not in the building. 2. Save on Staffing:No need to have every expert in every branch. Share staff across locations using video. 3. Better Member Experience:Members get help right away, and don’t have to wait for someone to become available locally. 4. Great for Signatures and Secure Docs:The rooms are set up for privacy, so members feel safe signing or sharing important information. Meet the “Branch of the Future” Video rooms help your credit union feel modern and member-friendly. They support both convenience and personal service—something that’s hard to do in traditional lobby setups. And when paired with Better Lobby’s new video room feature, your staff will have all the tools they need to manage, schedule, and run video appointments smoothly. Key Takeaway about Video Meeting Rooms Dedicated video rooms are a smart, easy upgrade that helps credit unions do more with less. With Better Lobby’s video tools, you can turn one branch into many—connecting members to the right person, at the right time, no matter where they are. Ready to explore video meeting rooms for your branch?Better Lobby makes it simple. Let’s talk. Request a demo

The Rise of Contactless Credit Union Services: What Members Expect in 2026

In the last few years, credit union members have gotten used to doing things quickly and safely—often without touching a screen or waiting in line. What started as a response to the pandemic has now become the new normal. Technology offers people the ability not to touch public surfaces. For example, some faucets and sinks are automated and do not require touch. This is a new expectation and now you can offer contactless credit union services Today, people expect contactless service. They want to check in with a QR code, get updates on their phone, or meet with staff through a video call. For credit unions, keeping up with these expectations means offering more flexible, no-touch options that respect people’s time, health, and needs. In this blog post, we’ll look at why contactless technology is here to stay, how members use it, and how Better Lobby helps credit unions deliver the smooth, modern experience members want in 2026. Why Contactless is Here to Stay Over the past few years, the way members interact with credit unions has changed—fast. What started as a safety measure during the pandemic has now become something people expect: convenient, contactless service. Many members now prefer low-contact options like checking in with their phones, booking appointments online, or meeting by video. These aren’t just high-tech upgrades—they’re ways to make visiting the credit union feel easier, faster, and more comfortable. Contactless tools do more than just reduce germs. They also: Improve accessibility for people who may have mobility or sensory challenges Reduce waiting and touching shared surfaces Speed up service by letting members take action before even walking through the door Members have spoken—contactless service isn’t just nice to have, it’s expected. And with Better Lobby, credit unions can meet those expectations without sacrificing the personal service members still want. Up next, we’ll explore how QR Code Kiosks are making check-ins easier than ever. QR Code Kiosks – Touch-Free Check-In Better Lobby’s QR Code Kiosk makes it easy for members to check in without touching anything but their own phone. When members walk into a branch, they simply scan a QR code displayed at the entrance or service desk. This takes them to a secure check-in form they can fill out on their personal device—fast, safe, and completely touch-free. Why Members Love It: No need to touch shared screens Quicker check-in means less time waiting Reduces lobby congestion, especially during busy hours Credit unions love it too! The QR code screen is customizable, so it can match your branding with your logo, colors, and even a custom message. You can also set a proximity limit to make sure only members who are actually near the branch can check in—adding an extra layer of security. It’s a simple tool with a big impact—making service faster, safer, and smoother for everyone. Up next, we’ll look at how remote appointments are giving members even more control and convenience. Mobile Check-Ins – Control in the Member’s Hands With Better Lobby, members can check in right from their phones—whether they have an appointment or are using the online queue. If a member booked an appointment, they’ll get a link by email or text. When they arrive, they just tap the link to check in—no need to wait in line. If they’re using the online queue, they’ll receive a “parking lot check-in” text with a link. From their car or nearby, they can check in without stepping into the branch until it’s their turn. Members also get real-time updates about their place in line and how long they might have to wait. This makes everything feel more predictable and less stressful. Why it matters: More control for members Less guesswork and frustration Clear, transparent service experience Mobile check-ins put the power in your members’ hands—and help your staff stay organized and ready to serve. Next, we’ll explore how remote appointments are adding even more flexibility to the credit union experience. Remote Appointments – Meet Anywhere Not every member can make it to the branch—and that’s okay. With Better Lobby, your credit union can offer remote appointments through video or phone calls, making it easier than ever to stay connected. This option is perfect for: Working members with busy schedules People in rural areas far from a branch Members with mobility challenges who prefer to stay home Remote meetings are built right into Better Lobby’s appointment system. Members choose the type of meeting they want—in-person, video, or phone—when booking. Staff are automatically notified and can prepare just like they would for an in-person visit. Why members love it: No need to drive or wait in line Same great service—just more flexible Secure and easy to use Remote appointments let your credit union meet members wherever they are—at work, at home, or on the go. Up next, we’ll look at how secure digital documents keep the experience fast and paper-free. Conclusion: A Long-Term Shift, Not a Temporary Fix Contactless Credit Union Services isn’t just a short-term trend—it’s a permanent change in what members expect. What started as a safety measure during the pandemic has become the new standard for convenient, flexible, and accessible service. Credit unions that offer QR code kiosks, mobile check-ins, and remote appointments aren’t just keeping up with technology—they’re showing members that they listen and care about their preferences. Now is the time to ask:Is your branch ready for the contactless future? Better Lobby makes it easy to take the next step. With flexible tools that fit your needs, you can provide a faster, safer, and more member-friendly experience—starting today. Key Takeaways for Contactless Credit Union Services Contactless services like QR check-ins, mobile updates, and video meetings make branch visits faster, safer, and easier. Credit union members now expect these options—it’s no longer just a “nice to have.” Better Lobby gives credit unions the tools to offer a modern, flexible, and welcoming experience—whether in person or online.   Request a demo

Accessibility for All: How Better Lobby Supports Inclusive Service

We believe every credit union member deserves a smooth, welcoming, and accessible experience—whether they’re in the lobby, booking an appointment, or checking in online. That’s why we’ve integrated powerful accessibility features into the public-facing parts of our platform using accessiBe, an industry-leading accessibility tool. Whether your members are booking online, checking in at a kiosk, or joining a queue remotely, they’ll be able to adjust the display and interface to suit their needs with just one click. 🌐 Accessibility That Adapts to Each Member Better Lobby uses accessiBe’s accessWidget, a tool that brings top-tier web accessibility features to our platform. Members will see a small icon in the bottom right of the screen. When they click it, they can adjust the settings to better suit their needs. This helps members with: Visual impairments Motor difficulties Cognitive and neurological disabilities Temporary conditions or distractions 🔧 What Members Can Adjust Members can choose a pre-set disability profile (such as “Seizure Safe” or “Vision Impaired”), or make individual adjustments like: Increasing text size Improving color contrast Highlighting links and buttons Enabling keyboard-only navigation Reducing screen movement or flashing elements These changes happen instantly and only affect the user’s session, giving them control without changing the experience for others. ✅ Staying Compliant and Consistent With accessiBe, Better Lobby’s platform meets ADA and Section 508 accessibility standards. This helps credit unions reduce legal risk while building a more inclusive environment for all members. Benefits include: Automatic, ongoing compliance updates Monthly accessibility audits and reports Custom branding options so the accessibility interface matches your credit union’s look and feel Support for 33 languages, helping you serve a broader community 🧩 Where You’ll See It in Better Lobby The accessibility tools are active on the most-used public-facing modules: Appointment Booking Online Queuing Self-Service Kiosks This ensures members can comfortably use Better Lobby whether they’re at home, on the go, or in the branch. 🤝 Key Takeaway Accessibility isn’t optional—it’s essential.Better Lobby, with the power of accessiBe, makes sure your credit union offers an inclusive, user-friendly experience for all members. By making accessibility simple and automatic, we’re helping credit unions build stronger, more welcoming communities.

How Call Centers Can Use Better Lobby to Help Members Faster

Credit unions today serve a wide range of members—from young professionals juggling busy schedules to retirees who prefer personal attention. Some live nearby and love to visit in person, while others are on the go or live far from a branch. That’s why flexibility in appointments is more important than ever. At Better Lobby, we believe the best service is the kind that meets members where they are. Whether a member wants to sit down at a branch, talk over the phone, or chat through video, offering different appointment options makes everyone feel more supported and included. Why Offering More Than In-Person Appointments Matters ConvenienceLife is busy. Members want to talk to someone on their lunch break, from their couch, or while traveling. Giving them the choice of phone or video meetings means they don’t have to plan a trip to the branch every time they need help. AccessibilitySome members live in rural areas, have mobility issues, or don’t have easy transportation. A video or phone meeting makes it easier for them to get the same quality service without added stress. Faster ServiceNot everything needs a face-to-face meeting. A quick video or phone call can solve problems faster, helping your team serve more members without crowding the branch. A Better Experience for Everyone Giving members options makes your credit union more responsive, helpful, and modern. And it also helps staff better manage time and reduce pressure during busy hours. Better Lobby makes it easy to offer flexible appointments through an easy-to-use calendar system. Staff can manage phone, video, or in-person meetings all in one place. Next, we’ll show you how call centers at credit unions can use Better Lobby to offer this flexibility—booking video or phone meetings right over the phone, using a special tool called Appointment Assistant. Keep reading! How Call Centers Can Use Better Lobby to Help Members Faster When a member calls your credit union, they want quick, helpful service. Whether they’re asking a question, reporting fraud, or needing help with a loan, your call center team plays an important role. With Better Lobby, helping those members is easier than ever. Better Lobby Isn’t Just for Branches Most people think Better Lobby is only for in-person lobby management. But it’s also a powerful tool for call centers. Credit union call centers can use Better Lobby to book appointments, manage calendars, and even connect members to staff by video or phone—all in one place. Appointment Assistant: A Tool Made for Call Centers When a member calls in and wants to meet with someone, your call center staff can use Appointment Assistant to quickly find and book the right appointment. This tool makes it easy to: Search by location or staff member Choose the type of appointment (in-person, audio, or video) See available times Confirm the appointment while the member is still on the phone It’s quick, simple, and helps members feel taken care of right away. Multiple Ways to Meet: In-Person, Video, or Phone Not every appointment needs to happen at a branch. Some members prefer to meet from home—or they’re out of town. With Better Lobby, your call center can offer: Face-to-face branch visits Video meetings, using secure links Phone meetings, scheduled like any other appointment This flexibility means members can get the help they need, no matter where they are. Easy Setup for Your Call Center Team Setting up Better Lobby for your call center is simple. Calendars for video, phone, or in-person appointments are easy to manage. Staff can be assigned to specific appointment types, and your team can choose what options to offer. It’s all customizable for your credit union. Key Takeaways about Call Centers Call centers are an important part of the member experience. Better Lobby helps your team book appointments quickly using Appointment Assistant. Offer flexible appointment types: in-person, video, or phone. Easy calendar setup and simple tools help your team stay efficient and helpful. With Better Lobby, your call center can do more than answer calls—it can connect members to the right help, faster.

Service Queue Notification Tool: Text Notifications That Make a Difference

Better Member Communication Starts with the Right Tools Every credit union wants to provide great service—but that’s hard to do without fast, clear communication. Whether a member is in the lobby or just finished an appointment, they may need more than a friendly smile. They might need a follow-up, a document, or just a reminder of how to get in touch again. That’s where Better Lobby helps. We’ve built tools that make it easy for your staff to communicate with members before, during, and after their visit—without slowing down your team. From digital check-ins to appointment scheduling, our platform is all about improving the member journey, one step at a time. But one of the most important steps often happens after the appointment ends: staying in touch. Think about it: A member finishes a fraud report and wants a copy of the contact number for follow-up. Someone applies for a loan and needs a document emailed or texted to them. A satisfied member is willing to fill out a quick survey, but they’re already heading out the door. Wouldn’t it be helpful if your staff could send that information with a single click? That’s exactly what our next feature does. Up Next: The Service Queue Notification Tool Next, we’ll introduce a powerful feature in Better Lobby: the Service Queue Notification Tool. It lets your team send helpful, prewritten text messages to members while they’re still in the queue—or right after service is complete. Want to learn how credit unions are using it to send documents, surveys, and helpful links? Keep reading.   Service Queue Notification Tool: Text Notifications That Make a Difference At Better Lobby, we know that communication is key to providing great service. That’s why we created the Service Queue Notification Tool—a feature that allows credit union staff to easily send helpful, real-time text messages to members. Whether you’re sharing important documents, sending a survey, or answering a member’s question, these notifications help credit unions stay connected and organized—without slowing down branch operations. What Is the Service Queue Notification Tool? The Service Queue Notification Tool allows staff to send prewritten text messages to members while they are waiting or after they’ve been served. These messages can include: Documents Contact information (like fraud reporting numbers or call center details) Appointment reminders or follow-ups Marketing surveys or thank-you messages Messages are sent directly from Better Lobby and show up as text messages on the member’s phone. Flexible Message Options Not every credit union works the same way, so this tool was built to be flexible: Locked Templates: Staff can send the message, but can’t change the wording. This ensures consistency and avoids errors. Unlocked Templates: Staff can personalize or edit the message before sending. Semi-Automatic: Some messages are set to send by default (with a checkbox). Staff can uncheck it if they don’t want it sent. Easy for Admins to Manage All message templates are created and managed by credit union admins in the Better Lobby system. That means you’re always in control of what messages are available and how they’re worded. You can update them anytime. Real Uses from Credit Unions Credit unions are already using the Service Queue Notification Tool in creative and helpful ways: Sending documents to members who don’t want to print or carry paper Sharing contact numbers for reporting fraud or account issues Following up with members using links to surveys Sending helpful links to mobile apps, login portals, or loan calculators Why Use It? Faster Communication: Get the right information to the right member—without making them wait. Fewer Mistakes: Prewritten templates reduce errors or confusion. Consistent Experience: Everyone receives the same professional communication. Increased Engagement: Follow-ups and surveys help build stronger member relationships. Key Takeaways about Service Queue Notification The Service Queue Notification Tool sends helpful text messages to members during or after their visit. Messages can be locked, unlocked, or semi-automatic, giving staff and admins control. It’s great for sending documents, links, surveys, and contact info quickly and professionally. Admins can create and update message templates anytime to keep communication clear and current. This tool helps credit unions keep members informed while saving time and effort for staff.

Streamline Your Credit Union’s Operations with Better Lobby

Why Credit Unions Need a Smarter Way to Manage Lobby Traffic If you’ve ever walked into a busy credit union lobby and seen a line of members waiting with little direction, you know how quickly things can feel overwhelming—for both members and staff. That’s why having a clear system in place isn’t just helpful—it’s essential. Streamline Your Credit Union. Before introducing Better Lobby and how it solves these challenges, let’s look at the everyday issues credit unions face and why it’s time for a smarter, more member-friendly approach to managing the lobby experience. The Modern Credit Union Challenge Today’s members expect the same speed and convenience from their credit union as they do from their favorite apps or stores. That means: No long wait times Clear communication Flexible appointment options Easy-to-use digital tools But when members walk in without appointments and your staff is already busy, it can be hard to deliver that level of service consistently. Common Problems in the Lobby Long Waits: Members grow frustrated when they don’t know how long they’ll be waiting. Crowded Front Desks: Staff spend more time answering “Am I next?” than actually helping members. Missed Opportunities: Without knowing why a member is visiting, it’s harder to match them with the right person quickly. These issues don’t just impact satisfaction—they affect staff morale and efficiency too. Why It’s Time for a New Solution A modern lobby management approach doesn’t mean removing personal service—it means supporting it. The right tools can: Organize foot traffic Reduce confusion Improve the member experience from the moment someone walks in Help staff deliver better, more personalized service Get Ready for a Better Way In our next blog post, we’ll introduce Better Lobby—a powerful yet simple tool designed to solve these common lobby challenges. You’ll learn how features like appointment scheduling, digital queuing, and mobile check-ins can make your credit union run smoother and keep members happier. Streamline Your Credit Union Streamline Your Credit Union’s Operations with Better Lobby Hello! If you work at a credit union, you know how important it is to keep things running smoothly and make sure your members are happy. That’s where Better Lobby comes in! It’s a super tool designed to help credit unions manage their lobbies and appointments more efficiently. Let’s dive into what Better Lobby is and how it can help your credit union. What is Better Lobby? Better Lobby is a software platform made especially for credit unions. It helps manage the flow of members in and out of your credit union, making sure that everyone gets the attention they need without having to wait too long. Whether it’s booking appointments, managing queues, or handling walk-ins, Better Lobby has got it covered! Key Features Appointment Scheduling: Members can book their appointments online, which means fewer lines in the lobby and more happy faces! Queue Management: Better Lobby helps organize the way members wait for services, so everyone knows when it’s their turn. Mobile Check-In: Members can check in from their phones using QR codes. No more touching shared screens! How It Helps Your Credit Union Using Better Lobby can make a big difference in how your credit union operates. Here’s how: Less Waiting, More Smiling: With better appointment scheduling and queue management, members spend less time waiting and more time getting the great service they expect. Happy Staff, Happy Members: Your team can focus more on providing excellent service instead of managing crowds and confusion. Safe and Sound: The mobile check-in feature helps keep everyone safe by reducing the need to touch common surfaces. Why Choose Better Lobby? Better Lobby is designed with credit unions in mind. It understands the unique challenges you face and provides practical solutions to improve both member satisfaction and operational efficiency. Plus, it’s easy to use and integrates well with other systems your credit union might already have. Key Takeaways about how to Streamline Your Credit Union Better Lobby is more than just software; it’s a way to enhance how your credit union operates day-to-day. It ensures that both your staff and members have a smoother, more enjoyable experience every time they walk through the door.   Interested in learning more about Better Lobby? Why not see it in action? Contact us today for a demo or to talk more about how Better Lobby can fit into your credit union’s operations. We’re excited to help you take your member service to the next level! Request a Demo

Why Credit Unions Love Better Lobby’s Wall Display

Creating a More Transparent Lobby Experience In every credit union, the lobby plays a major role in shaping how members feel about their visit. A well-organized lobby builds trust, reduces frustration, and shows that your credit union values members’ time. One of the easiest ways to improve the lobby experience is through clear communication and visibility—especially when it comes to managing lines. At Better Lobby, we’ve seen how simple tools can make a big impact. When members walk into a branch, they want to know three things: Did someone check me in? Am I being helped soon? Are people going out of turn? If they don’t have the answers, confusion and tension can build. This not only affects member satisfaction but can also distract your staff from helping others. That’s why transparency is key to a great member experience. So, how do you make the check-in process more visible, more organized, and less stressful for everyone? That’s where Better Lobby’s Wall Display comes in. Next, we’ll explore exactly how the Wall Display works—and how it helps prevent misunderstandings, keeps your lobby calm, and gives members the peace of mind they deserve. Why Credit Unions Love Better Lobby’s Wall Display At Better Lobby, we know that a smooth, organized lobby creates a better experience for everyone. That’s why we built the Wall Display—a simple tool that makes a big difference in how your credit union runs each day. What Is the Wall Display? The Wall Display is a live, on-screen queue that shows members where they are in line. It can run on any device with internet access—a smart TV, computer monitor, or even a desktop PC. As soon as someone checks in, their name (or ticket number) appears on the screen. Everyone in the lobby can see who’s next, who’s being helped, and who’s waiting. Why Use the Wall Display? 1. No More Line Jumping Confusion One credit union we worked with had a problem—members were getting upset and even arguing in the lobby. They thought others were cutting the line. That all stopped when they added the Wall Display. Now everyone can see the order of the queue. It’s fair, clear, and conflict-free. 2. Keeps the Lobby Calm and Organized When people don’t know what’s happening, frustration builds. The Wall Display helps everyone feel more relaxed by showing them exactly where they stand. No more wondering, “Am I next?” or “Did they skip me?” 3. Works With Your Existing Tech The Wall Display is flexible—it runs in any browser, on almost any screen with internet. Whether you have a smart TV or a regular monitor connected to a small computer or tablet, you’re ready to go. It’s low-effort with high impact. 4. Saves Staff Time With the display doing the talking, your staff can focus on helping members instead of answering “Who’s next?” every few minutes. A Small Tool That Makes a Big Difference The Wall Display may seem like a small feature, but for many credit unions, it’s a game-changer. It reduces confusion, eases tension, and creates a more welcoming environment for members and staff alike. Key Takeaways about Better Lobby’s Wall Display Clear communication is essential to creating a positive member experience in the credit union lobby. Members want to know their place in line and that the process is fair—uncertainty can lead to frustration. Transparency builds trust and improves satisfaction while helping staff focus on meaningful service instead of managing confusion. Better Lobby’s Wall Display is a simple but powerful tool that shows members their position in the queue, reducing tension and keeping the lobby calm and organized. The Wall Display can be used with any screen that has internet access, making it easy to implement and customize for your branch.

How to Reduce Waiting Times in Credit Union Lobbies

A line of people outside a financial institution, credit union branch location. The long queue of people could have been reduced with Better Lobby software platform, a lobby management tool for credit unions. The people in the photo do not look happy and seem to have been waiting in the line for a long time.

Why Reducing Wait Times Should Be a Top Priority for Credit Unions In a world where convenience is king, long lobby wait times can make or break a member’s experience at your credit union. Members don’t just compare you to other financial institutions—they compare every service moment to their last great experience anywhere, from restaurants to ride-sharing apps. Before we dive into specific strategies to reduce lobby wait times, it’s important to first understand why this issue deserves focused attention. Waiting Time Is Member Time Every minute a member waits is a minute they’re evaluating your service. A quick, smooth visit builds trust. A long, disorganized wait? That can leave a lasting negative impression—even if the service at the end is excellent. What members want: A clear check-in process Transparent wait times Service that starts on time Friendly, focused staff When wait times are too long or communication is unclear, even loyal members may begin to look elsewhere. Why It Matters More in 2025 Today’s members—especially younger ones—are used to booking appointments online, seeing wait times in real time, and getting proactive updates. They expect the same convenience when they visit a credit union. This shift in expectations means that reducing wait times isn’t just a “nice-to-have”—it’s essential. Common Causes of Long Waits Walk-in traffic spikes with no warning Manual check-ins that create bottlenecks Staff juggling too many roles at once No visibility into who’s waiting for what The good news? These are all fixable—with the right tools. What Comes Next In our next post, we’ll explore practical, proven ways to reduce wait times in your branch using technology like Better Lobby. From digital queuing to self-service kiosks and smarter appointment scheduling, we’ll walk you through how to improve member flow and satisfaction. Key Takeaway:Long waits frustrate members and stress your team. But with the right mindset and systems in place, reducing lobby wait times can become one of the most impactful ways to improve service and stand out in 2025. How to Reduce Waiting Times in Credit Union Lobbies Waiting times can significantly impact member satisfaction in credit unions. Long waits not only frustrate members but can also affect their perception of a credit union’s efficiency. Here’s a comprehensive guide to reducing waiting times in credit union lobbies, enhancing overall member experience. Understanding the Impact of Waiting Times The Importance of First Impressions First impressions are crucial. The initial experience in a lobby sets the tone for a member’s overall perception of a credit union. Efficient lobby management ensures that members feel valued from the moment they step through the doors. Member Satisfaction and Retention Long waiting times are a common grievance among financial institution customers. Reducing these times can lead to higher member satisfaction, fostering loyalty and potentially increasing the lifetime value of members. Strategies to Reduce Waiting Times in Credit Unions Implement an Efficient Queue Management System Using a robust queue management system like Better Lobby can streamline operations drastically. These systems manage member flow and provide real-time data to optimize staff allocation. Deploy Self-Service Kiosks Self-service kiosks can effectively reduce member wait times by allowing members to check themselves in, update personal information, and even handle transactions without staff assistance. This tool shifts the workload from staff to technology, allowing team members to focus on more complex member needs. Schedule Appointments with Precision Encourage members to schedule appointments through online platforms. Better Lobby’s appointment scheduling feature allows members to book times that suit them, ensuring they receive service without delay when they arrive. Leveraging Technology to Enhance Efficiency Online Queuing Options Allow members to join a queue before they arrive at the branch. Better Lobby’s Online Queuing system lets members see current wait times and reserve their spot remotely, thus balancing the member load throughout the day. Real-Time Analytics for Better Staff Allocation Utilize data analytics to forecast busy times and allocate staff accordingly. Better Lobby’s analytics tools provide insights into peak periods, helping credit unions plan their resource allocation effectively. Mobile Notifications and Alerts Implement systems that send alerts to members about their queue status. Notifications can inform members when their turn is approaching, allowing them the flexibility to use their waiting time elsewhere. Best Practices for Lobby Management Continuous Staff Training Regularly train staff on the use of lobby management technology and customer service best practices. Well-trained staff can handle queries more efficiently and contribute to reduced waiting times. Feedback Systems Incorporate feedback tools that allow members to share their experiences. This input can be invaluable for identifying bottlenecks and areas for improvement. Regular Review and Adaptation of Strategies The financial sector is dynamic, and practices that work today may not be as effective tomorrow. Regularly review and tweak strategies based on ongoing data and feedback to continually enhance the member experience. Key Takeaways for Reduce Waiting Times in Credit Unions Reducing waiting times in credit union lobbies requires a combination of strategic planning, technology utilization, and excellent service delivery. By implementing modern solutions like Better Lobby, credit unions can ensure their members spend less time waiting and more time enjoying the valuable services offered. By focusing on efficient lobby management, credit unions not only enhance operational efficiency but also improve member satisfaction, leading to higher retention and loyalty rates. Request a demo

Reducing Member Wait Times with Effective Lobby Management Techniques

An image of a long queue of people waiting in the rain.

Why Lobby Flow Matters More Than Ever in Today’s Credit Unions Before you can reduce wait times or launch new appointment tools, you need something even more foundational: a smooth, consistent flow of people through your credit union’s lobby. At Better Lobby, we’ve worked with hundreds of credit unions, and one thing is clear—when member flow is predictable, everything else gets easier. Staff are more focused, members are more satisfied, and your branch feels calmer and more professional. So what exactly is “lobby flow,” and why is it so important? What Is Lobby Flow? Lobby flow is the rhythm and movement of members through your branch—from the moment they walk in to the moment they’re served. A good flow means members know what to do, staff know who’s next, and the line keeps moving. Poor flow leads to bottlenecks, confusion, and long wait times. How to Improve Lobby Flow Before Making Big Changes If you want to eventually implement digital queuing, appointment scheduling, or staffing optimizations, it’s helpful to start by improving the basics of flow. Here are a few easy wins: 1. Clear Check-In Points Whether you’re using a Better Lobby kiosk, QR code, or staff check-in, make sure it’s clear and easy for members to see where to go. Signage matters! 2. One Queue, One System A single check-in system prevents confusion about “who’s next.” All members should enter the same queue, regardless of how they checked in. 3. Visual Cues Use digital displays or signage to let members know their place in line and where to go next. This reduces anxiety and makes the experience feel organized. 4. Visible Staff Roles Let members know who’s available and what roles staff are playing—whether it’s a greeter, teller, or advisor. This keeps foot traffic from wandering or bunching up. The Result: Happier Members, Happier Staff By building a smooth lobby flow first, you set the foundation for everything else—faster check-ins, easier appointment scheduling, and better use of data. Once your team and your members are familiar with this improved experience, introducing more advanced tools (like Better Lobby’s online queuing or appointment system) becomes seamless. Up Next: How Better Lobby Can Help You Actively Reduce Wait TimesStay tuned as we explore the practical tools Better Lobby offers to shrink wait times, increase transparency, and keep your lobby flowing—no matter how busy your day gets. Reducing Member Wait Times with Effective Lobby Management Techniques In the dynamic environment of credit unions, efficient lobby management is crucial to enhancing member satisfaction and optimizing branch operations. Long wait times can deter members and negatively impact their overall experience. Implementing strategic lobby management techniques through Better Lobby can significantly reduce wait times and improve the flow of members through your credit union. Here are practical tips and strategies to achieve these goals. Streamline Check-In with Digital Kiosks One of the most effective ways to minimize wait times is by implementing Better Lobby’s digital kiosks. These kiosks allow members to check themselves in upon arrival without needing to interact with a staff member immediately. This process not only speeds up the check-in process but also frees up staff to focus on providing service rather than handling routine administrative tasks. Leverage Online Queuing Better Lobby’s online queuing system lets members join a queue before they even arrive at the branch. Members can see real-time updates on their wait times and queue status, allowing them to plan their visit more effectively. This transparency reduces physical waiting in the lobby and helps members arrive just in time for their service, thereby smoothing out member flow and reducing congestion. Optimize Staff Allocation Utilizing the data analytics provided by Better Lobby, credit unions can forecast busy periods and adjust staff allocation accordingly. By analyzing trends in member visits, credit unions can ensure that enough staff members are available during peak times, which helps in reducing service bottlenecks and improving response time. Implement Appointment Scheduling Encouraging members to book appointments for complex services can drastically reduce impromptu wait times. Better Lobby’s appointment scheduling module enables members to book times that are convenient for them, ensuring they receive immediate service upon arrival. This not only enhances the member experience but also helps staff prepare in advance, making the interaction more efficient. Set Realistic Expectations Communicating expected wait times through Better Lobby’s digital displays or mobile alerts helps in setting realistic expectations for members. This transparency helps in managing member frustration during longer waits and allows them to use their waiting time elsewhere more productively, thus enhancing their overall experience. Continuous Training and Feedback Regularly training staff on the efficient use of Better Lobby tools ensures they are proficient in leveraging all available features to enhance member service. Additionally, gathering feedback from both members and staff about their experiences with the lobby management system can provide insights into further optimizations. Key Takeaways about Effective Lobby Management Techniques Effective Lobby Management Techniques through Better Lobby can significantly reduce wait times and enhance the overall member experience in credit unions. By implementing digital kiosks, optimizing staff allocation, and leveraging tools like online queuing and appointment scheduling, credit unions can ensure a smoother and more efficient member flow. The result is not only increased member satisfaction but also improved operational efficiency. Looking to enhance your credit union’s member experience? Explore how Better Lobby can transform your service delivery and reduce wait times. Contact us today for a demonstration and see the difference in action!

Reducing Wait Times in Credit Unions: The Power of Appointment Scheduling

A photo of Credit Union staff using a calendar to track member appointments. Better Lobby software platform has an appointment module where staff can book appointments and track appointments for the branch and whole credit union.

The First Step to Smoother Branch Visits: Organized Walk-Ins In credit unions, first impressions start the moment a member walks through the door. But when lobbies are crowded and service feels disorganized, it can create stress—for both members and staff. That’s where organized walk-in management comes in. Before you dive into full appointment scheduling, taking control of your walk-in traffic is a smart and simple way to improve branch operations. Why Walk-In Management Matters Not every member will book an appointment—and that’s okay. Many prefer to just stop by. But when walk-ins pile up, it becomes hard to track who’s next or how long each member has been waiting. That confusion can lead to longer wait times, missed expectations, and frustrated staff. With Better Lobby’s queue management tools, credit unions can bring order to their walk-in process—without making members change how they visit. How Better Lobby Helps Manage Walk-Ins Better Lobby’s system tracks who arrived, when they arrived, and what they need—all in real time. Staff can see this information on their screen and serve members in the right order, without the guesswork. Here’s how it works: Member walks in and checks in—either at a self-service kiosk, by scanning a QR code, or with the help of staff. Their visit appears in the queue, including their name, reason for visit, and wait time. Staff call members forward when it’s their turn, based on arrival order or service type. No clipboards. No confusion. Just clear, simple service. Benefits of Better Walk-In Management ✅ Faster Service: Staff can prioritize visits and eliminate backlogs. ✅ Happier Members: People feel seen and valued when their time is respected. ✅ Less Stress for Staff: Instead of juggling a crowd, your team can focus on service. ✅ Better Data: Track how many people are walking in, what they need, and how long they’re waiting. A Smart Foundation for Appointments Once you’ve improved your walk-in system, adding appointment scheduling becomes even easier. Your staff is already using Better Lobby to track service. Now, appointments can slot right into the same flow—no extra effort required. Ready to bring calm to your credit union lobby?Start with smarter walk-in management using Better Lobby—and set the stage for better experiences every day. Request a demo Reducing Wait Times in Credit Unions: The Power of Appointment Scheduling Long wait times at credit unions frustrate members and put pressure on your staff. In 2025, offering quick, organized service is not a luxury—it’s a necessity. Better Lobby’s Appointment Module helps credit unions schedule smarter, reduce lobby congestion, and deliver the kind of member experience people remember (for the right reasons). Whether you’re dealing with walk-in traffic or looking to modernize your branch operations, appointment scheduling is a powerful tool you shouldn’t overlook. Appointments can help with Reducing Wait Times in Credit Unions Why Wait Times Matter in Credit Unions Credit union members expect personalized, efficient service. But during busy hours, staff may be overwhelmed, and members may wait longer than they’d like. Not only does this impact satisfaction, but it also affects your staff’s ability to deliver high-quality service. Better Lobby’s Appointment Module helps you get ahead of this challenge. How Better Lobby’s Appointment Scheduling Works Better Lobby offers an easy-to-use appointment system that gives both members and staff more control. Members can book their own appointments online or through staff, and appointments can be set by type, location, and staff availability. With the Appointment Module, you can: Let members choose the exact service they need Automatically assign appointments to qualified staff Block time for walk-ins or high-priority services Set buffer times to avoid overlap Benefits of Appointment Scheduling in Credit Unions 1. Shorter Wait TimesBy spacing out appointments and reducing walk-in overload, Better Lobby helps cut down on peak-hour traffic jams. 2. Better Staff PlanningWith scheduled appointments, you can forecast busy times, prepare resources, and assign staff more efficiently. 3. Improved Member ExperienceMembers appreciate knowing when they’ll be seen and who they’ll be meeting with. This kind of transparency builds trust. 4. More Productive AppointmentsStaff are notified of what the appointment is for, giving them time to prepare documents, review account info, or set up technology—leading to faster, smoother service. 5. Flexibility for Remote or In-Branch MeetingsThe Appointment Module also supports in-branch, branch-to-branch, and video appointments, giving your members more ways to meet. Real Results: From Chaos to Calm Credit unions using Better Lobby’s Appointment Module report significant improvements in wait times, happier members, and more confident staff. Instead of guessing who’s next or being overwhelmed by walk-ins, your team can deliver organized, responsive service every time. Key Takeaways about Reducing Wait Times in Credit Unions Reduce Wait Times: Appointments help manage traffic flow and keep service moving smoothly. Improve Staff Efficiency: Staff can prepare for appointments ahead of time, making each interaction faster and more effective. Enhance Member Experience: Members appreciate the ability to plan their visit and avoid long lines. Flexible Meeting Options: Supports in-branch, branch-to-branch, and video appointments. Better Operational Planning: Gain insights from scheduling data to predict busy periods and staff accordingly.

Why Every Credit Union Needs a Digital Front Door: Benefits of Online Queuing

A photo of people in a credit union in a queue waiting in line. The better lobby online queue helps both credit union staff and credit union members to optimize the branch and helps to reduce branch wait-times.

What Is a Digital Front Door — and Why Credit Unions Need One Now In today’s connected world, first impressions happen long before a member walks through your credit union’s front door. That’s why many credit unions are turning to what’s known as a “digital front door”—a simple but powerful way to welcome members, streamline their visit, and reduce wait times. Before you dive into online queuing or kiosks, it’s helpful to understand why the digital front door matters and how it sets the stage for everything that comes next in your branch experience. What Is a Digital Front Door? A digital front door is any technology that helps members start their visit before they arrive at the branch. This includes features like: Online appointment scheduling Virtual check-ins Remote queue join options SMS or email confirmations Better Lobby’s tools—like Online Queuing and Self-Service Kiosks—are key parts of a credit union’s digital front door. Why It Matters 🔹 First Impressions CountMembers don’t like long lines or unclear wait times. A digital front door helps eliminate these issues by letting members join the queue ahead of time or check in quickly once they arrive. 🔹 Reduces FrustrationWaiting without information is stressful. But when members get real-time updates and know what to expect, they feel more relaxed—and more confident in your service. 🔹 Boosts Staff EfficiencyDigital tools do the heavy lifting when it comes to tracking arrivals, wait times, and service needs. That means your team can spend more time helping members and less time managing the line. Meeting Members Where They Are Members don’t just want better service—they expect it. And that means offering digital convenience without losing the personal touch. A digital front door helps you strike that balance by: Reducing crowding in the lobby Giving members more control over their visit Helping staff prepare in advance for scheduled appointments Whether a member walks in, joins a queue online, or scans a QR code at your branch, the experience should feel seamless from start to finish. A Foundation for the Future Adding a digital front door to your branch isn’t just a nice extra—it’s the foundation for modern credit union service. It’s what allows features like Better Lobby’s Online Queuing, QR Code Kiosk, and Appointment Scheduling to work together and create a truly member-friendly experience. If your credit union is thinking about how to improve service, reduce lobby wait times, or better manage peak hours, start with the front door. The digital front door. Request a demo Why Every Credit Union Needs a Digital Front Door: Benefits of Online Queuing In today’s digital age, credit unions are continuously seeking innovative ways to enhance member satisfaction and streamline their service delivery. One pivotal technology that is reshaping how credit unions operate is the digital queuing system. Better Lobby’s Online Queuing serves as a ‘digital front door’ for credit unions, offering numerous benefits that not only elevate member satisfaction but also optimize operational efficiencies. Enhanced Member Experience The primary benefit of online queuing systems like Better Lobby is the significant enhancement of the member experience. With Better Lobby, members can join a queue before they even step into a branch. This convenience means less time spent in physical lines, reducing frustration and increasing overall satisfaction. Members appreciate the autonomy and transparency of seeing real-time updates on their wait times and queue status directly from their mobile devices. Operational Efficiency For credit unions, operational efficiency is paramount. Better Lobby’s online queuing system allows branch managers to monitor foot traffic and adjust resource allocation in real time. This data-driven approach helps in managing peak times efficiently, ensuring that staff are optimally deployed to handle the influx of members without overwhelming resources. The result is a smoother operation that cuts down on idle times and maximizes staff productivity. Data-Driven Insights Beyond improving day-to-day operations, Better Lobby provides credit unions with valuable insights through data analytics. This system records and analyzes every aspect of member interactions—from wait times to service durations—allowing managers to identify patterns and pinpoint areas for improvement. Such insights are crucial for making informed decisions that enhance service delivery, tailor services to member preferences, and ultimately drive loyalty. Reducing Physical Barriers In the current climate, reducing physical contact and adhering to social distancing guidelines is also a priority. Online queuing minimizes the need for members to cluster in waiting areas, making it a safer and more comfortable environment for both members and staff. This aspect of digital queuing is particularly relevant in today’s health-conscious world. Competitive Edge Implementing a digital queuing system like Better Lobby gives credit unions a significant competitive edge. It modernizes the member experience, aligning with the digital services offered by larger banks and fintech companies. This modern approach to service can be a decisive factor for tech-savvy individuals looking for a primary financial institution. How Online Queuing with Better Lobby Makes Credit Union Visits Easier In today’s fast-paced world, no one wants to wait in a long line. That’s why more and more credit unions are turning to online queuing systems—and Better Lobby makes it simple. With Better Lobby’s Online Queuing, members can check in before they even arrive at the branch. That means less time waiting and more time getting the service they need. What Is Online Queuing? Online queuing lets members “get in line” remotely. They can check in from home, from the parking lot, or anywhere using their phone, tablet, or computer. Once they check in, they can see their estimated wait time and get real-time updates. This modern approach makes branch visits smoother and more convenient—for both members and staff. Key Benefits of Better Lobby’s Online Queuing ✅ Save TimeMembers don’t have to wait in a physical line. They can check in early, show up when it’s their turn, and enjoy a faster visit. ✅ Reduce CrowdingWith fewer people standing around waiting, your lobby feels calmer and more organized. This creates a more welcoming space. ✅ Improve Member SatisfactionWhen members feel like their time is

Self-Service Kiosks vs. Traditional Check-Ins: What’s Best for Your Credit Union?

How Better Lobby Makes Member Check-In Easy with Kiosks At Better Lobby, we believe that every credit union visit should start off on the right foot. One of the easiest ways to improve the member experience? A better check-in process. Let’s face it—no one likes standing in line or not knowing when they’ll be helped. That’s where Better Lobby’s kiosk check-in system comes in. It’s simple, fast, and helps both members and staff feel more in control. Why the Check-In Process Matters The moment a member walks through the door, they start forming an opinion about your service. If they’re greeted by a long line or confusion at the front desk, their experience suffers before it even begins. A smooth check-in sets the tone for everything that follows. How Better Lobby’s Kiosk Works Better Lobby’s kiosk system offers two easy options for member check-in: In-Branch Kiosk A touchscreen kiosk placed right in your lobby allows members to select their reason for visiting and check in on the spot. It’s intuitive, quick, and doesn’t require help from staff. QR Code Kiosk For members who prefer using their own phone, we offer a contactless check-in experience. Just scan the QR code with a smartphone, fill out the check-in form, and you’re in the queue—no shared surfaces, no waiting in line. Benefits for Credit Unions and Members ✅ Faster Service Members can check in instantly, which keeps the line moving and the lobby flowing. ✅ Less Stress Members know their place in the queue and can relax while they wait. ✅ More Time for Staff Instead of spending time on manual sign-ins, staff can focus on answering questions, opening accounts, and giving personal service. ✅ Clear Queue Management Better Lobby organizes all check-ins, whether they happen at the kiosk or through an appointment, so everyone knows who’s next. ✅ Safer Environment Contactless options like the QR Code Kiosk make it easy to maintain health and hygiene in your branch. Make the First Step a Better One Every great member experience starts with a smart, friendly welcome. With Better Lobby’s kiosk check-in solutions, your credit union can make sure every visit begins with ease, efficiency, and a personal touch. The decision for Self-Service Kiosks vs. Traditional Check-Ins is up to you and your credit union. Want to learn more or see a demo? Get in touch with our team. Let’s make every member visit better—from the very first step. Request a demo Self-Service Kiosks vs. Traditional Check-Ins: What’s Best for Your Credit Union? Checking in at a credit union branch might seem simple—but how members check in can greatly affect their experience and your staff’s efficiency. In today’s world, many credit unions still use traditional methods like paper sign-in sheets or staff-managed check-ins. Others have adopted self-service kiosks, including QR code kiosks, that let members check in quickly on their own devices. So, which method is best for your credit union? In this blog post, we’ll compare self-service kiosks and traditional check-ins side-by-side to help you decide what’s right for your members and your team. Speed and Convenience Self-service kiosks, especially those with QR code capabilities, offer members a fast and easy way to check in. Members can walk into the branch, scan a QR code, and enter the queue using their own device—no need to touch shared equipment. Traditional check-ins, such as speaking with a greeter or using a paper sign-in sheet, take more time and require staff assistance, which can create longer lines during busy times. Member Satisfaction Credit unions that offer self-service kiosks often see higher member satisfaction. Members appreciate the ability to check in quickly and manage their time efficiently. With traditional check-ins, members may wait longer and feel uncertain about their place in line. Kiosks also allow members to feel more in control of their experience, leading to a better overall impression of the credit union. Staff Efficiency Using self-service kiosks frees up staff to focus on serving members rather than managing the check-in process. This can help reduce staff workload and improve service delivery. Traditional check-ins require staff to spend time logging information and managing queues manually, which can take away from higher-value tasks like member consultations and problem-solving. Hygiene and Safety QR code kiosks provide a contact-free experience, which is especially valuable for health-conscious members. Members can use their own devices to check in, reducing the risk of spreading germs. Traditional check-ins, especially paper-based methods or shared touch-screen devices, may raise hygiene concerns for some members. Customization and Flexibility Self-service kiosks, like those offered by Better Lobby, can be customized to fit the needs of each credit union. Whether it’s adjusting services displayed, setting up multi-language support, or printing QR codes in different formats (full-page, brochure, or business card size), kiosks offer flexibility. Traditional check-ins have limited customization and can’t easily adapt to member preferences or branding needs. Real-Time Data and Reporting Self-service kiosks automatically collect data on member visits, wait times, and service types. This information can be used to improve operations, staffing, and member service strategies. Traditional check-ins often rely on manual tracking, which is prone to errors and lacks real-time insights. Easy, Contactless Check-Ins with Better Lobby’s New QR Code Kiosk Credit union members want convenience, speed, and a safe experience when they visit a branch. That’s why Better Lobby created a new way to check in that’s simple, modern, and completely touch-free: the QR Code Kiosk – User Device Mode. This new feature is designed to make branch visits smoother while helping staff stay focused on what matters most—personal service. What Is the QR Code Kiosk? The QR Code Kiosk lets members check in using their own smartphones. All they need to do is scan a custom QR code displayed in your branch. After scanning, they fill out a secure form to check in. It’s quick, easy, and doesn’t require any contact with shared devices. Why Credit Unions (and Members) Will Love It ✅ Faster Check-InsMembers check in right from their phones—no

Member Journey Optimization: Using Better Lobby to Streamline Pathways

a busy credit union lobby using better lobby a software platform by better branches

What Is the Member Journey—And Why Should Your Credit Union Care? When a member visits your credit union—whether in person or online—they’re not just there to complete a transaction. They’re on a journey. From the moment they walk through your door (or open your app) to the moment they finish their business, each step matters. That entire experience—from check-in to service delivery—is known as the member journey. And how smooth that journey feels often determines whether they’ll come back, recommend you to others, or even switch to another provider. That’s why Member Journey Optimization is more than just a buzzword. It’s a smarter way to serve. The Basics of the Member Journey Think of the member journey as a chain of moments. It includes: How easily they check in How long they wait How they’re greeted and guided Whether they feel understood And how smoothly their need is resolved Every touchpoint is an opportunity—to build trust, save time, and create a positive experience. Why It’s Time to Take a Closer Look Today’s members are busy. They expect service to be fast, simple, and personal. If your branch doesn’t meet those expectations, you may not get a second chance. So how do you know where to start? A great first step is mapping out the current member journey at your credit union. Walk through your lobby like a new visitor. Ask yourself: Is it clear where to go and how to check in? Are there delays or confusion at the front desk? Can staff easily understand what each member needs? Are there long wait times—or members leaving without being helped? The Role of Better Lobby Better Lobby is designed to support every stage of the member journey. Before you optimize each step (more on that in our next article), it helps to know what those steps are—and how members really experience them. Our platform starts by simplifying entry management, and it keeps working behind the scenes to organize queues, route requests, and provide staff with real-time updates. Whether members walk in, book an appointment online, or connect through video, Better Lobby helps your team provide personal, efficient service—every time. Coming Up Next: We’ll show you how Better Lobby makes Member Journey Optimization easier by helping you: Improve entry management Streamline service delivery Offer flexible appointment options Deliver personal support—anywhere In today’s fast-paced financial environment, the member experience at credit unions can be the differentiating factor that sets an institution apart. It’s crucial for credit unions to optimize every step of the member journey from entry to service completion. Better Lobby, a comprehensive lobby management platform, provides several tools that help streamline these pathways, ensuring a smooth and efficient experience for members. Understanding Member Needs with Entry Management The first step in optimizing the member journey is efficient entry management. Better Lobby’s sign-in kiosk and online queuing system allow members to register their arrival and service needs digitally as soon as they enter. This system reduces wait times and immediately informs the staff about the member’s requirements, allowing for a tailored service approach right from the start. Enhancing Service Delivery with Real-Time Data Once members are logged into the system, Better Lobby utilizes real-time analytics to manage service delivery effectively. Staff can see at a glance which members are waiting, what services they require, and how long they have been waiting. This allows for better resource allocation and ensures that members with pressing needs are prioritized, enhancing overall satisfaction. Streamlining Services with Appointment Scheduling Better Lobby’s appointment scheduling feature integrates seamlessly with the real-time queue management system. Members can book appointments through various channels, including mobile apps and online platforms, which are directly synchronized with the credit union’s service queue. This not only minimizes wait times but also allows credit unions to prepare for the member’s visit in advance, gathering necessary documents and resources. Personalizing Interactions with Video Meeting Solutions For members who prefer not to visit the branches physically, Better Lobby offers a Flexible Branches Video Module. This feature allows credit unions to extend their reach beyond physical locations, offering personalized face-to-face consultations via secure video calls. Whether members are at home or abroad, they can receive the same level of personal service, maintaining a strong connection with their credit union. Leveraging Data for Continuous Improvement The backbone of continuous improvement in member services lies in the data collected through each interaction. Better Lobby’s dashboard and reporting tools provide deep insights into member behavior patterns, peak times, and staff performance. This data is crucial for making informed decisions about branch operations, staff training, and service enhancements. Key Takeaways about Member Journey Optimization Efficiency at Every Step: From entry to service completion, Better Lobby tools ensure that every phase of the member journey is as efficient and pleasant as possible. Empowered Staff: Real-time data empowers staff to meet member needs promptly and effectively, enhancing the overall service experience. Data-Driven Decisions: Continuous analysis of service data helps credit unions refine their operations and adapt to changing member expectations. Credit unions looking to enhance their member services and streamline operational efficiencies will find a robust solution in Better Lobby. By optimizing the member journey with advanced tools designed specifically for credit union environments, institutions can not only meet but exceed member expectations in the digital age.

The Power of Real-Time Analytics in Credit Unions

An image of a women working in a credit union pointing to pie charts and graphs, representing the reports and dashboards of better lobby.

Discover how Better Lobby’s real-time analytics empower credit unions to make data-driven decisions, enhance member services, and boost operational efficiency. Explore the transformative power of analytics in today’s digital-first banking environment.

Self-Service Kiosks vs. Traditional Check-Ins: What’s Best for Your Credit Union?

A screenshot of the Better Lobby kisok module running on a tablet computer. The screenshot of the kiosk module is on the page that asks a credit union member for their first and last name. A keyboard is below the first and last name input fields. Credit union members or visitors after putting in their first and last name then click on the continue button to continue the check-in through kiosk process.

Why First Impressions Matter: Creating a Smooth Lobby Experience for Credit Union Members When members walk into your credit union, their first interaction sets the tone for their entire visit. Whether they’re opening an account, applying for a loan, or asking a quick question, their first impression is shaped by how easy—and welcoming—it is to get started. That’s why an efficient and well-managed lobby experience is essential. At Better Lobby, we work with credit unions of all sizes that want to make sure their lobbies run smoothly while keeping the member experience personal and warm. Before diving into kiosk options or high-tech upgrades, it’s important to take a step back and ask: Are we making it easy for members to get the help they need? Start with the Basics: Clear, Organized Check-Ins A successful lobby experience begins with making check-in simple. Members should know where to go, how to get in line, and what to expect. Without a clear check-in process, your lobby can feel chaotic—especially during busy times. Members may feel uncertain, staff may feel overwhelmed, and wait times can increase quickly. Better Lobby helps solve this by providing an organized, visible system for check-ins—so both staff and members know who’s next, who’s waiting, and where help is needed. Why It’s Time to Rethink Traditional Sign-Ins Many credit unions still rely on verbal sign-ins or paper logs. This might seem personal, but it’s also slow, inconsistent, and hard to manage when multiple members arrive at once. Over time, it creates bottlenecks—and frustration. What today’s members really want is: A sense of control over their visit Confidence that they’ll be served fairly A fast, friendly way to get started Preparing for the Future of the Branch As digital channels grow, branch visits have become more intentional. Members come in for meaningful interactions—not just deposits. That means every minute they wait counts. By modernizing your lobby experience with clear signage, streamlined check-ins, and a tool like Better Lobby, you make every visit more productive for both members and staff. A Foundation for Self-Service Kiosks Success Once you’ve optimized your in-branch experience, you’ll be in a great position to explore more advanced options—like self-service kiosks and QR code check-ins. In our next post, we’ll break down the pros and cons of self-service kiosks vs. traditional check-ins, and help you decide what’s right for your credit union. Self-Service Kiosks vs. Traditional Check-Ins Credit unions are always looking for ways to improve service while keeping operations efficient. One major decision they face is whether to stick with traditional check-ins or upgrade to self-service kiosks. A lobby management kiosk can speed up check-ins, improve staff productivity, and enhance the member experience. With Better Lobby’s Self-Service Kiosk and QR Code Kiosk, credit unions can offer faster, more convenient check-ins that free up staff while keeping service personalized. But is a self-service kiosk the right choice for your credit union? Let’s compare the benefits of each method. Efficiency and Speed Self-Service Kiosks: Self-service kiosks allow members to check in quickly without waiting for staff assistance. With Better Lobby’s QR Code Kiosk, members can scan a code and enter their details on their own device—no need to touch a shared screen. This speeds up the check-in process and keeps the lobby moving efficiently. Traditional Check-Ins: Traditional check-ins often require a staff member to manually record visitor details, which can slow things down, especially during busy times. If multiple members arrive at once, this can lead to long wait times and congestion. Winner: Self-service kiosks make check-ins faster and more convenient. Member Convenience Self-Service Kiosks: Members have the flexibility to check in using a kiosk device provided by the credit union or their own phone with the QR Code Kiosk. They don’t have to wait in line or rely on staff availability. Traditional Check-Ins: Some members may prefer a face-to-face check-in process, especially if they are unfamiliar with technology. However, this method depends on staff availability, which can lead to inconsistencies in service speed. Winner: Self-service kiosks offer greater flexibility, but traditional check-ins may still be useful for members who prefer in-person interaction. Staff Productivity Self-Service Kiosks: By automating check-ins, kiosks free up staff to focus on member service instead of handling sign-ins. This is especially beneficial during busy periods, allowing employees to assist with more complex inquiries. Traditional Check-Ins: Staff must manually check members in, which takes time and prevents them from focusing on higher-value tasks like opening accounts, processing loans, or providing personalized service. Winner: Self-service kiosks allow staff to work more efficiently. Hygiene and Safety Self-Service Kiosks: Better Lobby’s QR Code Kiosk allows members to check in without touching a shared screen. This minimizes health concerns related to public touchscreens and provides a more hygienic experience. Traditional Check-Ins: Staff handle member interactions directly, which can increase the spread of germs, especially during cold and flu season. Winner: QR Code Kiosks offer a safer and more hygienic option. Queue Management and Transparency Self-Service Kiosks: Once a member checks in using a kiosk, their place in the queue is automatically tracked. This eliminates confusion and ensures that everyone is served in the correct order. Traditional Check-Ins: Staff must manually keep track of who arrived first, which can lead to miscommunication and potential disagreements among members. Winner: Self-service kiosks create a more organized and conflict-free waiting experience. Cost and Resource Efficiency Self-Service Kiosks: Better Lobby offers a flexible kiosk solution—credit unions can provide their own kiosk device or use only the QR Code Kiosk to minimize equipment costs. This allows credit unions to reduce expenses while still improving service. Traditional Check-Ins: Traditional check-ins require more staff time, which increases operational costs. Over time, manual check-ins are less cost-efficient than an automated system. Winner: Self-service kiosks help credit unions save money and optimize resources. Final Comparison Feature Self-Service Kiosks Traditional Check-Ins Speed Fast & automated Slower, staff-dependent Convenience QR Code option, no waiting Requires staff interaction Staff Productivity Frees staff for other tasks Staff must check members in Hygiene

From Physical to Digital: Transitioning with Better Lobby’s Hybrid Service Model

credit union branch of the future digital and hybrid banking that allows more flexibility for members to access services

In today’s fast-paced world, credit unions are increasingly embracing a hybrid service model that merges the best of both physical and digital realms. This blend not only enhances accessibility and convenience but also significantly improves the overall member service experience. Better Lobby is at the forefront of this transformation, providing tools that facilitate a smooth transition from traditional methods to a more integrated, digital-first approach. The Hybrid Service Model Advantage Blending Digital with Traditional: A Tailored Member Experience The hybrid service model presents a powerful blend of digital and face-to-face interactions, designed to cater to all member preferences. This approach is particularly advantageous as it combines the efficiency of digital solutions with the personalized touch of in-person engagements. By adopting this model, credit unions can offer flexible and customized services, ensuring that all members feel valued and well-served, regardless of their preferred interaction method. Seamless Integration with Better Lobby Better Lobby champions the hybrid model by incorporating several key features that enhance both digital and physical member experiences: Video Meeting Platforms These platforms are a cornerstone of the hybrid model, allowing credit unions to break geographical barriers. Members can engage in detailed financial discussions via secure video calls, ensuring they receive expert advice without the inconvenience of travel. Good to Know: To optimize the video meeting experience, ensure your systems are equipped with high-quality video and audio capabilities. This not only improves communication clarity but also enhances the overall perception of your credit union’s digital proficiency. Sign-in Kiosks Positioned strategically within branches, sign-in kiosks streamline the member entry process. These kiosks reduce initial wait times and allow staff to allocate more time to meaningful member interactions. By automating the check-in process, credit unions can manage member flow more effectively, especially during peak hours. Good to Know: Integrating sign-in kiosks with real-time analytics can provide insights into peak visit times, helping you better manage staffing and resources. Online Queuing Systems Online queuing systems revolutionize how members plan their branch visits. By enabling members to check queue statuses and join lines remotely, these systems significantly reduce physical wait times and enhance overall visit planning. This not only improves the member experience but also allows credit unions to anticipate member needs more accurately. Good to Know: Implement promotional notifications via the queuing system to inform members about new services or products while they wait, enhancing cross-selling opportunities. By integrating these technologies, Better Lobby facilitates a seamless transition between digital and physical channels, embodying the true spirit of the hybrid service model. For credit unions, embracing this model means staying relevant in an increasingly digital world while preserving the irreplaceable value of human interaction. Reshaping the Future for All Demographics Adapting to Diverse Member Needs Better Lobby’s suite of tools is meticulously crafted to address the preferences of various member demographics, ensuring no group feels left behind in today’s fast-paced digital transformation. From millennials who often opt for swift, digital solutions to the baby boomers who appreciate a warm, face-to-face interaction, Better Lobby’s hybrid service model is designed to accommodate everyone. This strategic approach helps credit unions deliver tailored services that align perfectly with the unique preferences and expectations of each demographic group. Enhanced Flexibility and Member Satisfaction The integration of physical and digital services is not just about keeping up with technological trends; it’s about refining operational efficiency and elevating member satisfaction to new heights. This dual approach empowers members to choose their preferred method of interaction, providing unmatched flexibility. Whether it’s a quick digital transaction or a detailed in-person consultation, members can select the service mode that best suits their current needs and situations. Good to Know: Utilizing data analytics to track member usage patterns across different channels can help further personalize and improve service offerings, ensuring each member feels valued and understood.   Embracing the Hybrid Model Looking ahead, the hybrid service model is poised to be a fundamental aspect of the credit union landscape. Credit unions that proactively embrace this model, especially with the support of platforms like Better Lobby, are strategically positioning themselves to meet and exceed the evolving expectations of their membership base. This approach not only secures a competitive edge but also ensures that credit unions remain relevant in an increasingly digital-focused market. Navigating the Digital Transition Transitioning from traditional to digital-centric operations can seem daunting, but it doesn’t have to be. With Better Lobby, credit unions gain a reliable partner equipped with the necessary tools and expertise to facilitate this shift smoothly and effectively. This support is crucial for credit unions aiming to seamlessly blend their esteemed traditions of personalized service with the efficiency and reach of modern technology. By adopting Better Lobby’s innovative solutions, credit unions can confidently step into a future where technology complements and enhances the personal touch that has always been at the heart of their service philosophy. This balanced approach ensures that all members, regardless of their technological proficiency or personal preferences, can enjoy a satisfying and inclusive banking experience. Key Takeaways Harnessing the Hybrid Service Model Better Lobby equips credit unions with a powerful arsenal of tools that are indispensable for navigating the shift towards a hybrid service model. This model skillfully combines the efficiency of digital solutions with the traditional warmth of personal interactions, ensuring credit unions can deliver a comprehensive service experience. Enhancing Member Satisfaction and Loyalty Adopting the hybrid model ensures that every member’s needs are met with precision and care, regardless of their preferences for digital or face-to-face interactions. This approach significantly boosts member satisfaction and fosters deeper loyalty, as members feel valued and understood by their credit union. Preparing for a Future-Focused on Flexibility The future of credit unions will increasingly depend on their ability to offer flexible, adaptive service options that appeal to a wide range of demographics. By embracing innovative technologies and service models, credit unions can stay ahead of member expectations, ensuring they remain relevant in a rapidly evolving financial landscape. Good to Know: Implementing a hybrid model can also serve

‘Digital First’ Not ‘Digital Only’

A credit union member using a debt card and desktop computer. The image represents the importance of digital banking for credit unions, but to provide other options for members as well. The better lobby software platform enables credit unions to provide services to members digitally and in person, face-to-face.

[Updated May 2025] What Credit Unions Should Do Now: 5 Key Takeaways from the BAI Banking Trends Report Credit unions are at a turning point. The BAI Banking Outlook Special Report reveals how quickly customer expectations are changing—and how much work financial institutions still need to do to keep up. From digital transformation to member experience, the message is clear: credit unions must adapt to compete and thrive. Here are five important things every credit union should take away from this report—and how Better Lobby can help. 1. Make Appointments and Queueing Part of Your CX Strategy 📊 Only 9% of financial leaders said their digital experience is “excellent,” yet members are demanding more flexibility and control. What to do:Let members book appointments online, join a virtual queue from their phone, or meet with staff over video or phone.Better Lobby offers all three, helping credit unions offer fast, easy, and personalized service—whether a member is on-site or remote. ✅ In-branch, phone, or video appointments✅ QR code check-ins and same-day queuing✅ Staff photos and bios during booking for added trust 2. Branches Still Matter—But They Need to Feel Smarter 🏦 While mobile dominates for Gen Z and Millennials, Boomers and Gen X still prefer visiting a branch—especially to open new accounts. What to do:Make the branch experience count. Use Better Lobby Kiosks for smooth check-ins, Wall Displays to reduce confusion, and staff scheduling tools to prepare for busy times. ✅ Members see where they are in line✅ Staff know who’s coming and why✅ Managers get reports to plan better staffing 3. Build Loyalty Through Experience—Not Just Products 💡 Younger generations (Gen Z and Millennials) are less loyal to one financial institution and more open to using Amazon, Apple, or PayPal for banking. What to do:Differentiate on service and relationships, not just rates and features. Better Lobby helps credit unions track visit history, staff notes, and service outcomes—so each visit feels personalized. ✅ Know your member before the conversation starts✅ Track visits across branches✅ Use visit history to offer smarter follow-up 4. Use Data to Work Smarter, Not Harder 📈 Credit union leaders say improving CX is their #1 business challenge, yet many aren’t using their data to improve operations. What to do:Better Lobby offers 50+ built-in reports and dashboard tools to help you: Track average wait times and appointment trends See which services are most requested Adjust staffing or hours based on real traffic patterns Data like this helps credit unions reduce friction, improve satisfaction, and cut waste—all with the tools they already have. 5. Support DEI, ESG, and Member Values 🌍 A growing number of members—especially younger ones—want to know their credit union shares their values. What to do:Better Lobby lets you display staff languages, areas of expertise, and even photos during booking—helping members feel seen and understood. Plus, by offering accessible check-in options, you support equity and inclusion in every interaction. ✅ ADA-friendly self-check-in kiosks✅ Member-facing text and labels customizable for any audience✅ Transparent, fair queue management reduces confusion and conflict Final Thoughts: Banking Trends Report The BAI report shows that expectations are rising, and competition is growing. But credit unions have a unique opportunity: to deliver high-tech service with a human touch. Better Lobby is built to help credit unions meet this moment—by improving operations, supporting staff, and creating a modern, welcoming experience for every member. Want to learn more? Let’s talk about how your credit union can turn insight into action. In the BAI Banking Outlook research on 2022 trends, financial services leaders reported that these are the top three ways accountholders utilize the branch network: open or close an account conduct a transaction resolve an account problem Appointments – whether in person or by video – are ideally suited to reasons 1 and 3. Experience shows that more accounts can be opened on the first visit with appointments. Plus return visits for the same new account opening are minimized because the member has been told exactly what paperwork to bring to the appointment. Read the full report by BAI here   The following section is the original post from April 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. When it comes to resolving financial account problems, nothing beats a face-to-face conversation with an empathetic CU employee. Our CU partners are increasingly conducting these important meetings by video because Better Lobby Flexible Branches Video Meetings helps deliver a more personalized member experience from the member’s home, car, or office. Key Takeaway: Going forward, successful CUs will be the ones that combine robust digital-first capabilities with top-notch support from branches and contact centers.   https://www.bai.org/wp-content/uploads/2022/01/the-top-banking-trends-and-challenges-for-2022.pdf

What BECU Teaches Us About Modern Credit Union Branch Strategy

A photo of staff in a credit union working together. Better Lobby software can improve teamwork of credit union staff and lobby efficiency.

What BECU Teaches Us About Modern Credit Union Branch Strategy [Updated May 2025] Even in a digital-first world, members still want the option to visit a branch—especially when they need advice, support, or help with big financial decisions. That’s the big takeaway from a recent interview with BECU, one of the largest credit unions in the U.S., about how their branch strategy is evolving. While some financial institutions are closing locations, BECU is growing—and doing it in a smarter, more flexible way. At Better Lobby, we believe their approach is a great example of what modern branch management can look like. Here’s what credit unions can learn. Modern Credit Union Branch Strategy: Members Still Want In-Person Help According to BECU, most members don’t come into the branch for simple transactions anymore. That’s what mobile apps are for. But when a member wants financial advice, help with a mortgage, or investment services, they still prefer to talk to a real person. BECU branches aren’t built around tellers. Instead, they’re staffed with financial consultants who focus on higher-value conversations. Routine services are handled digitally, while the branch becomes a space for deeper member relationships. ✅ How Better Lobby helps:Use appointment scheduling tools to match members with the right staff, whether they need loan guidance, retirement advice, or account help. 📅 Appointments Are Key During the pandemic, BECU saw a 400% increase in member appointments. That trend hasn’t slowed down. Members of all ages are booking time with staff for more complex needs—and they appreciate the ability to plan their visit instead of waiting in line. ✅ How Better Lobby helps:With our mobile-friendly appointment booking, members can schedule in-person, phone, or video meetings—on their own time. Staff can prepare in advance using visit history tools to offer better service. 🏗️ Branches Still Matter—But They Must Evolve Despite the rise in digital banking, BECU members are asking for more branches—not fewer. What they’re really asking for is access to great service when and where they need it. This doesn’t mean going back to traditional teller windows. It means building branches that support consultative service, offer a welcoming experience, and use smart tools to manage flow and staffing. ✅ How Better Lobby helps: Use our self check-in kiosks or QR code check-in to reduce front desk congestion Let members join the queue online so their wait time starts before they arrive Display real-time queue info with Wall Display modules for transparency and fairness Modern Credit Union Branch Strategy: Flexibility Is the Future BECU shows that credit unions don’t have to choose between digital and in-person service. The real power comes from combining both—letting digital tools free up staff to focus on what matters most: building strong, personal relationships. Better Lobby gives you everything you need to support this shift—from appointment booking and queue management to staff performance tracking and kiosk integration. If you’re looking to modernize your branch strategy while staying true to your member-first mission, we’re here to help.   BECU On The Changing Strategies For Credit Union Branches   How Better Lobby Modules Help Credit Union Members Every Step of the Way Credit union members don’t want to waste time waiting in line or wondering who can help them. They want clear options, fast service, and real human support when they need it. That’s where Better Lobby’s modules make a big difference. Each part of the Better Lobby platform is designed to help members have a smooth, organized, and friendly experience—whether they’re visiting in person, calling in, or joining a video meeting. Let’s break it down: 📅 Appointment Scheduling (Online & Staff-Side) What it does:Lets members book appointments online 24/7, or allows staff to book for them. Why members love it: No more guessing when to come in They get to meet with the right person at a time that works for them It shows that your credit union values their time 🧍 Kiosk Check-In (Physical & QR Code) What it does:Members check in on a touchscreen or by scanning a QR code on their phone. Why members love it: Fast and easy check-in process Reduces lines at the front desk Great for members who want a contactless experience ⌛ Online Queuing What it does:Lets members join a queue from home or their phone, before entering the branch. Why members love it: Their travel time becomes their wait time They can time their visit to avoid long lines It’s like having a digital “take-a-number” system that works anywhere 🖥️ Wall Display What it does:Shows queue order and wait times on a screen inside the branch. Why members love it: They can see where they are in line It prevents people from thinking someone “cut” in line Creates a more fair and transparent experience 🎥 Video Meeting Module What it does:Offers secure, scheduled video meetings between members and credit union staff. Why members love it: Great for busy or remote members No need to come into a branch for questions or consultations Members still talk to a real person, just online 📊 Survey Trigger Module What it does:Sends surveys after a visit using your credit union’s survey software. Why members love it: They feel heard and valued Feedback helps improve future service It gives members a voice 🧠 Member Visit History What it does:Tracks why a member visited, who helped them, and what was discussed. Why members love it: They don’t have to repeat themselves every time Staff already knows their needs and history It makes every visit feel personal and professional Final Thoughts: A Better Experience, Built-In Every module in Better Lobby is built with one goal: make the credit union experience better for members. Whether they’re walking into a branch, calling for advice, or meeting online, Better Lobby helps credit unions stay organized, responsive, and member-focused. That’s Modern Credit Union Branch Strategy. Want to learn how these tools work together to create a modern, friendly branch experience? We’re here to help.     The following section is the original post from

Human+Digital

A photo with digital image overlay of a man with digital data images. Better Lobby tracks staff and member

Why the Branch vs. Digital Debate Misses the Point [Updated May 2025] The banking world loves a debate—especially the one about whether branches are dead or here to stay. But according to new research from Cornerstone Advisors on The Financial Brand, this debate misses what really matters: people just want their problems solved—quickly and conveniently. So instead of asking, “Should we invest in branches or go fully digital?” the better question is, “How do we make it easy for members to get what they need—whether they’re online or in person?” That’s where tools like Better Lobby come in. The Real Issue: Convenience Wins Here’s what the Cornerstone study found: Many people visit branches not because they prefer them, but because digital channels didn’t work for their situation. Younger members (Gen Z and Millennials) are especially likely to start online and switch to a branch only when something goes wrong. Members want their credit union to work like the rest of their life—simple, fast, and available on their terms. In short: when digital works, people don’t need the branch. But when it doesn’t, they still need someone to help—and they want that help fast. It’s Not Branch OR Digital—It’s Both The study says we should stop thinking of digital vs. branch as a competition. Instead, we should focus on “human + digital” service. Better Lobby helps credit unions blend both worlds by: Letting members join a queue or book an appointment online, then walk into the branch already checked in Offering video and phone appointment options so people get help without needing to visit Giving staff access to visit history, so members don’t have to explain things twice Allowing for real human interaction, while using tech to make that process faster and smoother What Members Really Want: A Relationship, Not a Channel The study also shows that many members—especially younger ones—value having a personal account manager, even if that relationship happens online. They want someone to: Check in on their overall financial health Give real advice, not just product pitches Help them solve problems when something goes wrong Better Lobby’s scheduling tools make it easy for members to choose who they meet with and how—in-person, phone, or video. That way, even digital-first members can build real relationships with your staff—without waiting in line or visiting a branch when they don’t have to. Final Thought: About Branch vs. Digital Branches aren’t dead. Digital isn’t enough. It’s not either-or—it’s both. What members care about is getting the help they need, when and how they need it. With Better Lobby, your credit union can offer flexible, personal, and efficient service—wherever the member journey begins.     The following section is the original post from December 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent Financial Brand article posed 2 important questions for CUs: 1) How can digital technologies enhance person to person interactions? 2) How can digital technologies be better utilized when branch interactions are not convenient? Our Product Development team has given a great deal of thought to these questions and subsequently directly addressed them with our solutions. Our Kiosk module helps with question 1 by allowing your branch visitors to easily check-in and then engage in other branch-provided activities with the confidence that branch staff knows of their arrival and that they will be served by your employees in the appropriate order. To address question 2, we developed our Flexible Branches Video Module. This affordable module extends the conventional Better Lobby Branch Service Queue beyond the physical branch so that video visitors waiting in the virtual lobby can be seen and served by expert staff at any Better Lobby equipped location – plus employees can work from home if needed. Key Takeaway: All of your channels need to work together in a single process that meets member needs in a manner most convenient to them.

Personalized services VERSUS personal interactions

Photo and digital image of Credit Union Personalized Services. Financial institutions must adapt to the future the image symbolizes the future that credit unions can adapt to and how better lobby and better branches technology can help.

What Credit Unions Can Learn from 4 Key Banking Trends [Updated May 2025] The world of banking is changing—and fast. But not all the change is digital. A new global report shows 4 Key Banking Trends that while members use mobile apps and digital tools more than ever, they still want human service, physical branches, and personalized advice. At Better Lobby, we believe this is good news for credit unions.  You already focus on relationships, community, and member-first service. The key is having the right tools to deliver that experience efficiently and consistently—both online and in-branch. Here are four major trends from the EPAM Consumer Banking Report 2021 and what they mean for credit unions using Better Lobby. What are the 4 Key Banking Trends? 1. 🤝 People Want Personal, Not Just Personalized Many banks focus on automation, chatbots, and self-service tools and call that “personalization.” But according to the report, what people actually want is real human interaction. In fact, 34% of members surveyed said they want more personal interaction with their financial institution—not less. ✅ What this means for credit unions:You don’t need to replace personal service—you need to support it. Better Lobby helps by: Allowing members to book appointments with specific staff Showing staff photos, bios, and service types during scheduling Making it easy to have a face-to-face, phone, or video conversation Recording visit history so members don’t have to repeat themselves 2. 🏦 Branches Aren’t Dying—They’re Evolving Think branches are outdated? Think again. According to the study, U.S. consumers expect to visit their credit union branch more than 40 times a year. And younger generations agree—30% of Gen Z said branches have become more important to them since the pandemic. ✅ How Better Lobby helps: Offers self check-in kiosks or QR code check-ins to reduce front desk bottlenecks Lets members join a queue before arriving—turning travel time into wait time Displays queue positions on Wall Displays to keep visits fair and transparent Branches aren’t going away—they just need to be smarter, faster, and easier to navigate. 3. 🧑‍🎓 Gen Z Wants Advice, Education, and Engagement Gen Z may be tech-savvy, but they also want real financial guidance. According to the report: 46% would visit a branch to drop in for financial advice 40% want branches to offer financial education sessions 61% want their credit union to offer help managing money ✅ Better Lobby makes this easy: Staff can schedule advice sessions and prepare with the member’s visit history Branches can run financial education workshops using our appointment tool to manage attendance Staff can track member needs over time with our Cross-Selling and Visit Notes tools 4. 💡 Members Use Multiple Services—But Stay for the Experience The study found that 36% of consumers prefer using different financial providers for different needs—but most still stay loyal to one main credit union or bank. Why? Trust, security, and a good member experience. ✅ With Better Lobby, you can strengthen that loyalty by: Keeping visits smooth and organized Making it easy to access help from the right person Giving staff the tools to deliver memorable service every time When service is fast, personal, and helpful, members are more likely to stick with you—even if they explore other apps or platforms. Final Thoughts about 4 Key Banking Trends This new data shows that credit unions are already well-positioned for the future—members want connection, not just convenience. But delivering that consistently requires tools that combine efficiency and personalization. Better Lobby gives your credit union everything you need to: Improve the in-branch experience Serve members faster Offer real human support—on their schedule Meet Gen Z’s need for guidance and education And reduce wait times without sacrificing service quality   The following section is the original post from November 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Want to align your branch strategy with these trends? Let’s talk about how Better Lobby can help. The findings of a big new study by EPAM Systems states that FIs are overconcerned with providing personalized services – when in reality people actually want personal interactions. The report concludes that “interacting in a real-time way with another human being — that’s a service that consumers indicate they are interested in.” Their survey results back up these conclusions: •           American banking consumers expect to visit their branch more than 40 times a year going forward. •           Gen Z respondents said access to a physical branch had become more important to them in the past year, especially as Covid-19 forced branches to close temporarily. Key Takeaway: Digital services play a very important role in the modern banking landscape, but they may not be as effective as CUs think for genuinely taking care of member needs. In fact, many members are looking to their local branch as a place for more personal interactions regarding their finances.

What Branch Deserts Teach Us—and How Credit Unions Can Respond

A photo of people in a credit union having their hands together showing their teamwork. Better Lobby software platform can improve credit union staff efficiency and teamwork.

What Branch Deserts Teach Us—and How Credit Unions Can Respond [Updated May 2025] You may have heard of “food deserts,” areas where people don’t have easy access to grocery stores. But now there’s another growing concern: branch deserts—communities where bank and credit union branches have closed, leaving residents without in-person financial services. We dive into the article from Portland Business Journal about Branch Deserts This isn’t just about convenience. It’s about fairness, opportunity, and connection. According to the National Community Reinvestment Coalition, more than 13,000 branches have closed since 2008, mostly in low- and moderate-income areas. Oregon has been hit especially hard, with Portland alone losing nearly 10% of its branches between 2017 and 2020. So what can credit unions do about it? Credit Unions Can Step In Where Banks Step Out While many large banks are shutting down branches, OnPoint Community Credit Union is doing the opposite. They opened 20 new branches in Fred Meyer stores across Oregon, with a focus on communities that had lost access. One new branch in Northeast Portland, for example, gave local residents much-needed access to financial guidance and services—without needing a car or a long commute. ✅ Lesson: Branches still matter. For many people, especially in underserved areas, in-person banking is essential—not optional. Digital Tools Are Not Enough for Everyone Many financial institutions have shifted to online-only banking. But that doesn’t work for everyone. Over 216,000 Oregonians lack broadband access. Others may not be comfortable using banking apps—or may prefer face-to-face support when dealing with money, credit, and life-changing decisions. ✅ Lesson: Digital-first doesn’t mean digital-only. Credit unions must meet members where they are, not where we assume they are. Better Lobby Helps Credit Unions Do More, With Less Expanding branches is a big step—but credit unions can also maximize their current branches using smart tools like Better Lobby: 📅 Appointment Scheduling: Let members book in-person or video meetings ahead of time. 🧍 Kiosk Check-In: Offer faster, self-guided check-in, even in small branches. ⌛ Queue Management: Reduce wait times and avoid bottlenecks, especially in high-traffic locations. 🖥️ Video Appointments: Reach rural members or branch deserts without needing a new building. You don’t need 20 new locations to make a difference. With Better Lobby, you can make each branch work smarter and serve more people. It’s About More Than Banking—It’s About Community Access to in-person banking services supports financial wellness, small business growth, and community trust. It can even improve health and food security, according to research from the World Economic Forum. OnPoint’s success shows that thoughtful branch expansion—paired with technology and service—can bring banking back to neighborhoods that have been left behind. Final Thought: Branch Deserts Teach Us The idea of branch deserts should be a call to action. Whether you’re opening new branches or improving your existing ones, the goal is the same: Make it easier for members to access real help, from real people. Better Lobby is proud to support credit unions doing just that.       The following section is the original post from January 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. OnPoint Community Credit Union is keenly aware of the importance of providing members and their community the option of in-person financial services. Cory Freeman, VP and Regional Manager at the Portland, OR-based CU, explains their motivations: “the issue of branch access goes beyond ease of making deposits or withdrawals – it’s also about building strong communities. Meeting with our members in person allows us to connect with them on a deeper level and fully understand their current challenges, help them set goals, and create a plan that will ultimately help them accomplish those goals.” Key Takeaway: The World Economic Forum research shows greater access to financial services makes a difference in a person’s overall well-being and CU branches are ideally suited to deliver this access.

Omnichannel Commerce is Accelerating

A photo of a man using a mobile phone and laptop computer for online banking with a credit union. Better Lobby software platform allows members to add themselves to an online queue. Better Lobby also has a mobile booking tool, where members can book appointments using their phone or laptop.

[Updated May 2025] Blending Digital and In-Branch: What Credit Unions Can Learn from Omnichannel Payment Trends Omnichannel Is Here to Stay—And It’s Not Just for Retail A recent Carat Insights report from Fiserv highlights a powerful shift in how people prefer to interact with businesses—and the lessons apply far beyond grocery stores and online retail. For credit unions, the rise of omnichannel commerce is a strong reminder that members expect flexibility, choice, and consistency—no matter how they engage with their financial institution. From the growing use of digital wallets and contactless payments to the blend of online and in-person experiences like “Buy Online, Pick Up In-Store” (BOPIS), this report provides clear guidance: members want an integrated experience, and credit unions must adapt their branches and digital tools to match. What the Fiserv Report Says The report gathered insights from 2,200 U.S. consumers and tracked over a billion transactions. Here’s what stood out: 60% of consumers used BOPIS at a restaurant, 48% at a retailer, and 44% at a grocery store. Omnichannel spend is booming, up 77% in restaurants, 71% in grocery, and 39% in retail. In-store contactless payments grew by 450% in just one year. Digital wallet use nearly quadrupled online. Debit cards are now the top way younger consumers pay online. BNPL (Buy Now Pay Later) is gaining ground, especially among high-income users. QR codes are widely recognized (76%) but underutilized (only 26% have used them for payments). What This Means for Credit Unions Credit unions aren’t in the business of selling groceries—but the expectations around service and convenience now apply to every industry, including financial services. Here’s how credit unions can apply these lessons to modernize service: 1. Create a Seamless Omnichannel Experience Members shouldn’t feel like they’re dealing with two different credit unions depending on whether they visit a branch or use your app. With Better Lobby, credit unions can unify digital and in-branch experiences through: Online appointment scheduling Video and phone consultations Real-time lobby queuing QR code check-ins for walk-ins or scheduled visits Just like shoppers want to order online and pick up in-store, members want the freedom to choose how they interact with their credit union—whether for opening a new account, meeting with a loan officer, or getting quick help. 2. Modernize Branch Services Without Losing the Human Touch Omnichannel doesn’t mean eliminating branches—it means making them more efficient, helpful, and personalized. The Fiserv report found that people still value physical locations, especially when paired with digital tools. Better Lobby supports this balance by: Giving members the power to schedule visits in advance Helping staff prepare for each member interaction Providing transparent wait times with wall displays Allowing flexible service through kiosks, video, or face-to-face 3. Keep Up with Digital Payment Trends While Better Lobby doesn’t process payments, our platform is part of the digital transformation journey that members expect. Credit unions that support digital wallets, contactless cards, and virtual consults position themselves as forward-thinking and member-centric. As Gen Z and Millennials increasingly rely on mobile-first services and expect instant, convenient interactions, Better Lobby helps credit unions meet them where they are—without sacrificing the human connection. Key Takeaway: Blending Digital and In-Branch Credit union members want convenience—but they also want trust, guidance, and human support. Omnichannel isn’t a trend anymore—it’s the standard. Better Lobby makes it easier for credit unions to deliver on this expectation by connecting digital and in-branch service through one unified platform.   The following section is the original post from February 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A Fiserv Carat Insights report shows that commerce experiences that blend the physical and digital are increasingly popular among consumers. Omnichannel spending that encompasses a mix of online and in-store business models grew substantially year-over-year, with increases of omnichannel spend seen in verticals including restaurant  This consumer desire for omnichannel experiences is increasingly crossing over to CUs as well. Case in point: Many of our clients continue to adopt our Flexible Branches Video Meetings module to digitally serve members without the need for them to come into a branch. Key Takeaway: The digital and physical channels, once separate, are coming together in many ways. Better Lobby manages visitor meetings in this entire “space.”

The New Normal in Banking is Omnichannel

A photo of a credit union member holding a debt card and smiling. Credit Unions can improve customer satisfaction like in the photo with Better Lobby software platform.

[Updated May 2025] The New Normal in Credit Union Service: Omnichannel Banking Done Right As the world continues to adjust to life after the pandemic, one thing is clear: members want more ways to connect with their credit union—and they expect every option to work seamlessly. That’s what omnichannel banking is all about. According to the latest BAI Banking Outlook report, improving the digital experience is still the top priority for credit unions and banks. But focusing on just mobile apps or websites isn’t enough anymore. In fact, the report warns that treating digital and branch service as separate experiences is a mistake. Instead, the winning strategy for 2022 and beyond is clear: give your members a consistent, smooth experience across every channel—digital and in-person. What Does Omnichannel Really Mean? Omnichannel banking means meeting your members wherever they are—whether they’re: Scheduling an appointment online Walking into a branch Joining a video call Waiting in a queue Using a kiosk Or calling your member service team And not only offering these options—but connecting them so members feel recognized and supported, no matter how they interact with you. At Better Lobby, we call this “bridging the physical and digital.” Why It Matters More Than Ever The BAI report reveals some surprising insights: 🔹 Consumers expect 61% of their banking to be digital by 2024—but still want human assistance for 39% of their needs🔹 Only 9% of bankers say they offer an “excellent” digital customer experience🔹 Baby Boomers still rely on in-branch service, while Gen Z uses every channel—digital and physical🔹 The biggest service gaps are in digital onboarding and cross-channel consistency In other words, members are asking for both: high-quality digital tools and reliable human help—especially when dealing with complex financial matters like loans, fraud, or financial advice. How Better Lobby Supports Omnichannel Banking Better Lobby is built for the new normal. We’ve been helping credit unions of all sizes deliver consistent, connected service across all channels—both online and in-branch. Here’s how: ✅ Online Appointments for All Channels Members can book a visit online—whether it’s in-person, phone, or video—so they get the help they need in the format they prefer. ✅ Flexible Video Meeting Queue Our Flexible Branch Video module expands your lobby to the virtual world. Members can check in for a video call the same way they would in-branch—either by appointment or as a walk-in. ✅ Member Check-In Kiosks Better Lobby’s branded kiosks and QR-code check-ins make lobby visits efficient, safe, and streamlined. ✅ Real-Time Queue Management Show members where they are in line (whether in-branch or online) and reduce frustration with transparent wait times and smart routing. ✅ Staff Scheduling & Visibility Better Lobby integrates with Outlook calendars and tracks staff availability, helping team members deliver service faster and more personally. Why Omnichannel Builds Loyalty When members feel understood and supported—especially during big financial moments—they stay loyal. Omnichannel tools like Better Lobby help credit unions: 🔹 Improve member satisfaction🔹 Boost retention🔹 Drive higher product engagement (loans, cards, etc.)🔹 Reduce lobby congestion🔹 Maximize staff productivity Best of all, they help your credit union stay competitive against big banks and fintech apps by providing a human-centered digital experience. Final Thoughts: Omnichannel Banking Done Right As BAI’s Karl Dahlgren put it, “If there’s one task that should be atop financial services organizations’ 2022 to-do list, it is to continue improving the omnichannel customer experience.” Better Lobby helps make that possible. If your credit union is ready to connect digital and in-person service—and offer a truly modern member experience—let’s talk. We’ll help you build the bridge between your members’ expectations and your branch capabilities.     The following section is the original post from February 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Karl Dahlgren, BAI’s managing director of research, recently published an article where he stated: “if there’s one task that should be atop financial services organizations’ 2022 to-do list, it is to continue improving the omnichannel customer experience…” While many CUs are solely focused on enhancing their digital channels, a true omnichannel experience covers all member touchpoints: online, mobile, branch, ATM, video and call center. Many of our recent and ongoing development projects have focused on helping CUs bridge the physical and digital worlds. A prime example is our Flexible Branches Video Meetings solution that extends our conventional Better Lobby Branch Service Queue from a physical branch to a virtual video lobby. These video visitors are served either by appointment or as unscheduled “walk-ins.” Key Takeaway: Better Lobby helps CUs attract, engage and retain members by proving a best-in-class omnichannel experience.  

British CU Promises Not to Close Any Branches for Next 4 Years

A photo of people in a credit union shaking hands. Better Lobby can improve member satisfaction.

[Updated May 2025] Why Branches Still Matter: Lessons from Principality’s Promise to Stay Local In a time when banks across the world are closing their doors and going digital-only, one UK-based financial institution is making headlines for doing the opposite. Principality Building Society has pledged to keep all of its branches open until at least the end of 2025—and their decision offers some valuable insights for credit unions here in North America. At Better Lobby, we believe that branches still play a vital role in member relationships. And we’re not alone: research from Principality shows that over 70% of their members consider branch access a key factor when choosing a financial provider. So what does this mean for credit unions? It’s simple: in-branch service is far from obsolete—it’s evolving. What We Can Learn from Principality’s Approach 1. Branches Are More Than Transaction CentersJulie-Ann Haines, CEO of Principality, said it best: “People use branch visits as an opportunity to enjoy some social interaction… Our colleagues see members as individuals, not just customers.” Branches are still places where members come for trust, advice, and human connection—especially for complex needs like loans, new accounts, or financial planning. It’s not just about banking—it’s about belonging. 2. Keeping Branches Open Builds Member LoyaltyBy committing to keeping all 53 branches and 14 agencies open, Principality is sending a strong message: “We’re not going anywhere.” That kind of stability fosters trust and long-term relationships, especially in rural or underserved communities where alternatives may be limited. For credit unions, being part of the community means more than just having a brand—it means showing up, in person, year after year. 3. The Public Still Wants Access to Cash and ServicesEven as digital adoption increases, people still want a physical option. Whether it’s a preference for face-to-face service or simply the need for cash, branches remain essential for financial inclusion. The numbers back this up. While over 700 bank branches closed in the UK in 2021 alone, members of Principality expressed that they continue to value the ability to walk into a branch when they need to. How Better Lobby Helps Credit Unions Keep Their Promise Credit unions that want to maintain a strong branch presence while adapting to member needs can benefit from smart tools that enhance both efficiency and experience. That’s where Better Lobby comes in. Here’s how we help you modernize your branch network—without closing the door on your members: ✅ Lobby Management SystemStreamline traffic flow and reduce member wait times by tracking who’s waiting, who they need to see, and how long they’ve been served. No more clipboards or guesswork. ✅ Appointment SchedulingLet members book face-to-face, phone, or video appointments in advance. Staff can prepare ahead of time, leading to better outcomes and a more personalized experience. ✅ Online QueuingOffer same-day service options by allowing members to “check in” remotely and arrive when it’s their turn. It’s flexible, convenient, and reduces lobby congestion. ✅ Kiosk Check-InMembers can check in at a self-service kiosk or using a QR code—speeding up service without losing the human connection. ✅ Wall DisplaysKeep your lobby fair and transparent with queue updates visible to everyone. No more wondering if someone cut in line. Key Takeaway: Branches aren’t going away. They’re evolving.Credit unions that invest in their branch experience—and back it up with the right technology—will build deeper member trust and long-term loyalty. Better Lobby is proud to help credit unions stay present, stay connected, and stay member-focused in an omnichannel world.     The following section is the original post from February 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Principality Building Society, a United Kingdom-based credit union that was formed in 1860, has pledged to maintain its branch presence in the towns and cities it operates in until 2025 at least. This comes in response to a widespread public outcry in the UK against bank branch closings. The institution stated that “feedback from members continues to reinforce that having access to cash and services is vitally important to them…” Their decision was met with widespread positive publicity across the UK. One finance editor noted that “swathes of branch closures in recent times have dramatically reduced people’s ability to withdraw cash and left entire communities without someone to speak to face-to-face about financial matters, so it is encouraging to see a building society commit to protecting these essential services.” Key Takeaway: Research by the Principality Building Society among its members found more than 70% said a branch presence was a key factor when deciding which financial provider to choose. These findings closely mirror many surveys in the US where “convenient branches” consistently ranks as one of the very top reasons when choosing an FI.

Benefits of Digital Queue Management Systems for COOs of Credit Unions

A digital image of a person in a network looking at a location marker that symbolizes the locations of credit union branches.

In the digital age, credit unions are increasingly turning to technology to streamline operations and enhance member satisfaction. One of the key innovations in this space is digital queue management systems. These systems revolutionize how members interact with their credit union, significantly impacting service delivery and operational efficiency. Introduction to Digital Queue Management for COOs What is Digital Queue Management? Digital queue management involves using software systems to manage and minimize wait times in service areas, particularly in credit union lobbies. These systems monitor the flow of members, optimizing the service process from start to finish. Why Credit Unions Need Digital Queue Management For credit unions, the focus is always on member satisfaction and operational efficiency. Digital queue management systems address both by reducing wait times and streamlining service delivery, thereby improving the overall member experience.  Core Benefits of Digital Queue Management Systems Enhanced Member Satisfaction Digital queue management systems play a crucial role in enhancing the satisfaction of credit union members. By significantly reducing wait times, these systems ensure that members are served quickly and efficiently, respecting their time and schedules. The swift service not only enhances their experience but also fosters greater loyalty and encourages positive reviews and referrals among their networks. Good to Know: Implementing feedback mechanisms through digital queuing solutions can help credit unions gather immediate responses on service satisfaction, allowing for quick adjustments and personalized follow-ups. Increased Operational Efficiency When queue management is automated, the need for manual oversight diminishes, allowing staff to dedicate more time to providing personalized and detailed service to members. This shift not only speeds up transaction times but also improves the overall allocation of resources. Staff can be dynamically reassigned based on real-time queue data, ensuring that no single point gets overwhelmed, which maintains a steady flow of service. Good to Know: Advanced queue management systems can integrate with existing workforce management tools to align staff schedules with predicted peak periods, enhancing operational readiness. Data-Driven Decision Making One of the most powerful advantages of digital queue management systems lies in their ability to collect and analyze vast amounts of operational data. Credit unions can access detailed reports on metrics such as peak visit times, average wait times, and member visitation patterns. This data is invaluable for making informed decisions regarding branch operations, from adjusting staff shifts to planning for high-demand periods. Good to Know: For COOs looking to further leverage this data, integrating queue management analytics with BI tools can provide deeper insights into how service times impact overall member satisfaction and branch efficiency. This targeted approach to managing queues not only streamlines operations but also directly contributes to a more strategic management of branch resources, enhancing both member satisfaction and operational efficiency.  Implementing Digital Queue Management in Credit Unions Choosing the Right System For COOs seeking to enhance operational efficiency, selecting an appropriate digital queue management system is a critical decision. The ideal system, such as Better Lobby, should not only meet the current needs of the credit union but also possess the flexibility to scale as the institution grows. This ensures longevity and adaptability of the investment. Compatibility with existing technological infrastructure is a must to facilitate smooth integrations and operations. Good to Know: While assessing systems, prioritize those offering robust data analytics capabilities, as these insights can drive further enhancements in service delivery and operational planning. Integration with Other Technologies A digital queue management system achieves its full potential when integrated with other key technological solutions within the credit union. This includes synchronization with CRM systems, which enriches member profiles with real-time service data, and appointment scheduling software, which can reduce no-shows and optimize member flow. Such integrations create a cohesive technology ecosystem that enhances the overall efficiency and member experience. Good to Know: Integration isn’t just about software compatibility; it’s also about creating a seamless experience for members who use multiple touchpoints of your services. Training and Adoption The success of new technology implementations within credit unions heavily relies on staff adoption. Comprehensive training programs are crucial in equipping staff with the necessary skills to utilize the digital queue management system effectively. Beyond initial training sessions, ongoing support and refreshers can help maintain high usage standards and ensure that the staff remains comfortable with system updates and new features. Good to Know: Consider implementing a phased training approach, starting with core functionalities before introducing more advanced features. This can help reduce overwhelm and increase overall system adoption rates. For COOs of credit unions, the implementation of a digital queue management system is not just a technological upgrade but a strategic move towards enhanced operational efficiency and improved member service. Ensuring careful selection, integration, and thorough staff training are essential steps that will lead to a successful transition and realization of long-term benefits. Future of COOs and Queue Management in Credit Unions Trends and Innovations The trajectory for queue management in credit unions is clearly pointing towards the integration of more sophisticated technologies such as Artificial Intelligence (AI) and predictive analytics. These advancements are set to revolutionize how credit unions forecast member traffic and service requirements. By leveraging AI, queue management systems can predict peak times with remarkable accuracy, enabling COOs to allocate resources more effectively and enhance member satisfaction by preemptively managing wait times and service expectations. Good to Know: Investing in AI-driven analytics can also help in identifying patterns and trends in member behavior, which can be pivotal for strategic planning and service enhancements. Embracing Digital Transformation In the rapidly evolving financial landscape, digital transformation is no longer optional but a necessity for staying competitive. For COOs, this means harnessing the potential of digital queue management systems to transform both member experience and back-end operations. These systems facilitate a smoother transition to digital processes, aligning with broader digital transformation goals such as improving service delivery and operational agility. Good to Know: Digital transformation through queue management not only enhances operational efficiency but also supports environmental sustainability by reducing the need for physical materials and

Tellers and Lenders

[Updated April 2025] The Shift from Tellers to Universal Staff: What It Means for Credit Unions and Members Credit unions across the country are making a big change: they’re moving away from traditional teller roles and shifting toward universal staff positions. But what does that really mean—and how does it affect members? Let’s break it down. What Is a Universal Staff Role? Instead of having separate people for different tasks (like one person for cash deposits and another for loans), universal staff are trained to handle a wide range of services. That means one staff member might help a member withdraw money, open a new account, and even apply for a car loan—all in one visit. Why Credit Unions Are Making the Switch away from Teller 💳 More members are using online and mobile banking for simple transactions like checking balances or depositing checks. 🏦 Branches are seeing fewer walk-ins, but more complex needs—like loans, financial advice, or account issues. 🤝 Credit unions want to provide a more personal, one-on-one experience—something universal staff can do better. Pros for Members ✅ One point of contact: Members don’t have to be passed from teller to loan officer. One person can help them from start to finish. ⏱️ Faster service for complex needs: Staff are trained to do more, so members get answers and help without waiting in multiple lines. 📲 More flexibility with appointments: Tools like Better Lobby let members schedule time with the right person—whether for a quick question or an in-depth financial discussion. 🧠 Stronger relationships: When one staff member helps with multiple needs, it builds trust and consistency. Challenges to Consider 🔄 Staff training takes time: Universal employees need to be trained across different systems and services, which can be a learning curve. 😕 Expectations may vary: Some members may still want the traditional teller experience for quick tasks. 🪑 Wait times can increase if there aren’t enough staff available for walk-ins during busy times. How Better Lobby Supports the Shift Better Lobby is built to support this change in how branches operate. With tools like: Online appointment scheduling so members connect with the right staff Queue management to keep visits organized and flowing smoothly Service tracking and reports so managers can see what members are asking for most Credit unions can confidently move toward the universal model—without sacrificing member experience. Supporting the Shift from Tellers to Advisors The role of the credit union branch is changing in many ways. Tellers to Universal roles. Technology, with routine transactions moving to ATMs, mobile apps, and online banking, branches are becoming less about cash handling—and more about advice, service, and support. That’s why the growth in loan officer positions makes so much sense. Members still want human guidance when making big financial decisions, like applying for a mortgage, taking out a car loan, or opening a business account. But they also expect the convenience they’re used to online. Better Lobby helps credit unions meet both expectations. With our Mobile and Web Wait Time tool, members can check wait times before heading to a branch. Combine that with our Mobile Appointment Booking Tool, and your credit union becomes even more accessible—letting members choose the time, location, and channel (in-person or video) that works best for them. Better Lobby Helps Credit Unions: 📲 Let members book appointments on the go—no app needed ⏱️ Reduce lobby wait times and avoid walk-in traffic jams 👥 Help staff prepare for each visit, improving service and sales 📈 Support the growing role of loan officers and financial advisors The future of your branch is more strategic, more advisory, and more member-focused. With Better Lobby, you’re not just managing foot traffic—you’re creating better experiences for the members who matter most.   The following section is the original post from May 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. According to the U.S. Bureau of Labor Statistics, teller positions are expected to increase by just 1 percent in the next decade, or 7,300 jobs, which is “little or no change.” Meanwhile, they predict that the number of loan officers will increase by 14 percent. Transactions continue to migrate to mobile devices, online and ATMs, yet many consumers will still want a face to face meeting when purchasing financial products and services. We must make sure that these “buyers’ have a good experience when coming into the branch. Some may want to select the best time to visit using their smartphones. That is where our Better Lobby Mobile and Web Wait Time feature comes into play. The Mobile and Web feature provides real-time “Visitors Waiting” and “Longest Wait” to your members via your credit union’s Website and iPhone compatible Mobile web pages. Read more about the Online Queuing Module Key Takeaway: As the branch population of loan officers grows and the tellers’ ranks diminish, CUs must make it very easy for members to schedule meetings, especially via mobile devices.  

Mobile Web Wait-time Indicator – very cool!

[Updated April 2025] Turning Travel Time into Wait Time: Smarter Service with Online Queuing The beauty of Better Lobby’s Online Queuing module is that it goes beyond simply showing wait times—it actively helps credit unions balance branch traffic and improve the member experience across the board. By letting members view real-time wait times or the number of people in line at each branch, your credit union gives them the power to choose the most convenient location. If one branch is backed up, they can head to a nearby location with a shorter line. It’s a small change with a big impact—spreading member traffic more evenly and reducing pressure on your busiest branches. But it gets even better. Once a member selects a branch, they can check in from their phone—before they even leave the house. That means their travel time becomes their wait time. When they arrive, they’re already in the queue, and your staff can greet them with confidence and preparation. Why this matters: ✅ Reduces crowding at high-traffic branches 🚗 Transforms idle travel into productive queue time 📲 Eliminates the need for a separate app download 📊 Gives branch managers visibility to plan staffing in real time This module doesn’t just improve convenience—it’s a strategic tool for branch operations. When your members feel in control of their time and experience faster service, satisfaction goes up. And when your branches are less overwhelmed, your staff can provide better service to everyone. In today’s world, convenience wins. Better Lobby’s Online Queuing helps credit unions meet members’ expectations while making smarter decisions about staffing, scheduling, and service delivery. Want to learn more about how Online Queuing can transform your member experience? Request a demo Members who join a credit union have great benefits and can be a smart financial decision. The following section is the original post from June 2012. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. What if your members could see at a glance what the nearest branch lobby wait times were (or any of your branches for that matter)? Now that is the height of convenience! Our goal with our latest Better Lobby solution called Mobile and Web Wait-Time Indicator was to allow your members to simply follow a link from your website to a mobile-sized page that is suitable for their iPhone or similar mobile device that gives them real-time access to your branch lobby status. Not only is this Wait-time Indicator quick and easy for members to use (no apps to download), but credit unions will be able to proudly add it to their mobile banking offerings alongside mobile RDC, ATM locaters, etc. – it is a great “high tech, high touch” addition! Read more about the Online Queuing Module that is a Wait-time Indicator Key Takeaway: All things mobile are hot right now and are predicted to remain that way for years to come. Being able to view lobby wait times in real-time is sure to be valued by both busy members and branch operations staff.  

Branch of the Future – Part 2 – the Evolving Branch

Photo and digital image of Credit Union Personalized Services. Financial institutions must adapt to the future the image symbolizes the future that credit unions can adapt to and how better lobby and better branches technology can help.

[Updated April 2025] Smarter Appointments: Why Branch Scheduling Matters More Than Ever As credit union branches evolve to meet changing member expectations, the way appointments are handled is becoming more important than ever. While walk-ins will always have a place in branch service, the shift toward appointment-based visits is helping credit unions improve service, reduce stress on staff, and control labor costs. Why More Credit Unions Are Turning to Branch Scheduling Members today want more control over their time. Whether they’re applying for a loan, opening an account, or seeking financial advice, many prefer to schedule a time to meet with the right person instead of waiting in line. Branch Scheduling can help improve member satisfaction. At the same time, credit unions benefit too: ✅ Appointments reduce lobby traffic during peak hours ✅ Staff can prepare ahead of time for each member’s needs ✅ Expert staff can be used more efficiently, maximizing their value ✅ Branch managers can better forecast staffing needs The Problem with Traditional Scheduling Tools In the past, some branches used spreadsheets or basic Outlook calendars to manage appointments. But these tools weren’t designed for branch operations—they lack visibility, create confusion, and make it difficult to coordinate staff across locations. That’s where Better Lobby comes in. A Smarter Way to Schedule Better Lobby’s Appointment Module is built specifically for credit unions. It offers: 🗓️ A shared, branch-wide calendar for full staff visibility 📲 Member-facing booking tools that are mobile-friendly and easy to use 🔔 Real-time confirmations and reminders to reduce no-shows 🔁 Support for in-person, video, or phone appointments 🔍 Reporting tools that track appointment types, outcomes, and staff performance Credit unions that implement Better Lobby’s appointment tools say it transforms the way their teams work—making the branch more efficient while keeping the member experience personal and stress-free. Key Takeaway Appointments are no longer a luxury—they’re a necessity. A modern, easy-to-use appointment system helps credit unions deliver expert service when it matters most, while keeping labor costs under control. Better Lobby makes it simple to shift from outdated systems to a smarter, streamlined approach. How Online Queuing and Appointments Work Together in Branch Management When members walk into a branch, they want fast, personalized service. But how they get that service—whether by appointment or walk-in—can make all the difference in how smoothly a branch operates. With Better Lobby, credit unions don’t have to choose one or the other. Our platform supports both appointments and online queuing, helping credit unions meet a wide range of member needs—all while keeping operations running efficiently. What’s the Difference? Appointments are scheduled in advance. Members choose a time that works for them, and credit unions can assign the right staff member to prepare ahead of time. It’s ideal for: Applying for a loan Opening a new account In-depth financial discussions Online Queuing, on the other hand, is perfect for same-day service. Members can check in online—before they arrive at the branch—and hold their place in line. It’s often used for: Quick account help Card replacements Other short visits Why Credit Unions Love Online Queuing Many credit unions use Better Lobby’s Online Queuing Module as a flexible, lower-commitment alternative to appointments. It offers: ✅ Same-day service without promising a specific time ✅ Better control of foot traffic and lobby crowding ✅ Member check-in from their phone or device ✅ The option to brand it as “Same-Day Appointments” for marketing purposes And just like Branch Scheduling, members can check in at a Better Lobby kiosk when they arrive, ensuring a seamless experience for both walk-ins and online queue users. How They Work Together Here’s how appointments and online queuing complement each other: Situation Use Case Better Lobby Feature A member needs help now They join the online queue from their phone Online Queuing Module A member wants to plan ahead They book an appointment online or by phone Appointment Booking Tool A member walks in without checking in They use the in-branch kiosk Kiosk Module The branch wants to reduce crowds Staff monitor queue and appointment flow Real-time dashboard & reports By offering both options, credit unions give members more control—and give staff the tools they need to deliver great service, even on busy days. Custom Branding Built In Better Lobby makes it easy to customize both appointments and online queuing to fit your credit union’s identity. You can update: 🎨 Colors and logos 📝 Language and terminology (e.g., “Same-Day Appointment” instead of “Online Queue”) 💬 Messaging and instructions shown to members It’s all built to work across devices—on mobile, desktop, or kiosk—so your members always feel like they’re working directly with your credit union. Request a Demo The following section is the original post from July 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. As Branches evolve to meet changing consumer needs in a multi-channel marketplace, branch appointment handling is one of the areas likely to change. We all know that branch visits take two forms: “walk-ins” and appointments. While individual credit unions may place a different emphasis on either, as an industry we expect to continue to use both to service members for the near term. What IS changing is the proportion of each that is used to deliver platform service. Some CUs are encouraging appointments as a means of controlling headcount and reducing labor cost while improving service to members – especially when delivering “expert” service. These CUs see branch appointment handling improvements as a critical component of their overall branch evolution. They describe a need for an affordable, intuitive branch calendar that can replace spreadsheets, Outlook Calendars or other technical approaches that have proved to be cumbersome and simply not effective in helping branch practices evolve. For members, joining a credit union might be the best financial decision they make. Key Take Away – implementing a sound appointment-handling strategy can increase the leverage of expert platform staff, while helping to control branch labor costs.  

Branch of the Future – Part 1 – Distance Matters

[Updated April 2025] Bringing Digital and Branch Strategies Together The research is clear—location still matters, even in a digital world. While more members are banking online or on their phones, they still want to know there’s a nearby branch when they need one. Especially for more complex services like loans, new accounts, or financial advice, in-person support remains a top priority. So how can credit unions make the most of this? By bridging the gap between digital and physical service—and that’s where Better Lobby comes in. With tools like Online Queuing and Mobile Appointment Booking, members can find a branch, check wait times, and reserve a spot—all from their phone or computer. It gives them the confidence that when they walk in, their time will be respected. Better Lobby also supports shared branching, making it easy for members to find and connect with service points beyond their home credit union—all while tracking visits and services in one unified system. Why This Matters for Growth 📍 Nearby branches help convert online searches into real visits 📲 Better Lobby tools make it easy to go from digital interest to in-person support 🧑‍💼 Real-time data helps managers see where members are going—and why Your website isn’t just a tool for digital banking—it’s a bridge to your physical branches. By promoting your locations and using Better Lobby to power them, you’re meeting members exactly where they are: online and in person. Branch Strategies: Bringing Credit Union Services Closer to Your Members In a world full of apps and digital tools, some things still matter—like having a local branch that members can count on. While online and mobile banking continue to grow, smart branch strategies remain key to keeping credit unions connected to their communities. So, what does a good branch strategy look like in 2024? It’s all about being accessible, flexible, and member-focused—and Better Lobby can help make that happen. Why Branch Strategies Still Matter Even as digital channels become more popular, members still want: ✅ Face-to-face support for complex services (like loans or account issues)✅ Trust and personal connection with local staff✅ Convenience—not every member lives near a large branch or prefers to bank online A strong branch strategy isn’t about adding more buildings—it’s about making your services feel close, no matter where your members are. 3 Smart Branch Strategies Credit Unions Should Consider 1. Use Appointments to Bring Expertise Anywhere Not every branch needs a full team of specialists. With Better Lobby’s appointment scheduling, you can let members meet with the right expert—whether they’re in another branch or working remotely via video. 📍 This helps small or rural branches stay valuable without needing full-time staff for every service. 2. Offer a Virtual Branch Experience Sometimes, members want branch-level service without leaving home. With Better Lobby’s video appointments, online queuing, and phone options, you can give members that in-branch feel—from their couch, car, or kitchen table. 💡 This is especially helpful for younger members, busy families, and those with limited mobility. 3. Streamline In-Branch Visits When members do visit a branch, make the experience smooth and efficient. Better Lobby tools like: ✅ Self-check-in kiosks ✅ Wall displays to show queue order ✅ Real-time service dashboards …help keep things moving—and make every visit feel professional and fair. Putting It All Together A great branch strategy doesn’t mean going fully digital or sticking to the old model. It means meeting members where they are—both physically and emotionally. Whether that’s a flagship location, a small neighborhood branch, or a virtual meeting, the goal is simple: Make it easy for members to get the help they need, from someone they trust. With Better Lobby, your credit union can do exactly that—without adding complexity for staff or increasing overhead. Final Thoughts Branch strategies are evolving, but they’re more important than ever. Credit unions that embrace flexibility, efficiency, and personalization will not only stay relevant—they’ll grow stronger member relationships in the process. Want to see how Better Lobby can support your branch strategy? Let’s talk. Request a demo   The following section is the original post from April 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Without a doubt, mobile and online banking are affecting branch networks, but physical branches are still critically important. Research firm Novarica noted this recently and fine-tuned this observation further by noting that branches are actually important when consumers are searching online for a new financial institution. Their research shows that more than half of consumers shopping for a new FI only want to compare institutions within five miles of home or work. Consumers in urban areas prefer closer branches, while those in rural communities are more likely to expand their search options beyond five miles. For members, joining a credit union might be the best financial decision they ever make. Key Takeaway: Consumers still desire the convenience of branches and use the Internet to find those locations, so credit unions must prominently promote their branch networks and shared branching locations on their home page.    

Workforce Management – Part 2

[Updated April 2025] Using Better Lobby Reports to Improve Branch Efficiency Running an efficient branch isn’t just about having the right number of staff—it’s about having the right data to make smart decisions. That’s where Better Lobby’s built-in reports come in. With over 50 ready-to-use reports, Better Lobby helps credit unions understand what’s really happening in their branches—from member wait times to staff performance and everything in between. What Can You Track with Better Lobby Reports? Better Lobby captures real-time data every time a member visits a branch. Here’s what you can learn from the reporting suite: ⏱️ Average wait time and service time 🧑‍💼 Which staff helped which members 📅 How many walk-ins and appointments happened 💬 What services were requested 🔁 Member return visit patterns 🧭 Peak traffic times by day or week This isn’t just numbers for the sake of reporting—it’s information you can act on. How Reports Improve Efficiency Here’s how credit unions are using Better Lobby reports to work smarter: 1. Smarter Scheduling If reports show that Monday mornings are consistently busy, managers can schedule more staff during that time—and lighten up when traffic slows. 2. Better Staff Planning You can see which team members are handling the most visits, which services take the most time, and where bottlenecks happen. That helps you assign the right people to the right tasks. 3. Fewer Surprises With real-time dashboards, branch managers can monitor activity throughout the day. If a wait time spikes, they can take action before it becomes a problem. 4. Clearer Member Trends Reports show which services members are coming in for most often. That helps with marketing, staff training, and even facility design. One Report = Many Improvements Imagine this: You review a monthly report and notice members often wait longer for loan services than for other visits. Now you can: Schedule loan officers more effectively Offer video appointments to reduce lobby traffic Add signage or online tools to guide members to the right service Small changes like these can lead to shorter waits, happier members, and less stress for staff. Why Measuring Staff Availability Matters More Than Ever in Branch Operations and Branch Efficiency Before “Workforce Management” became a buzzword in banking, Better Lobby clients were already asking how to track and improve staff availability in branches. They weren’t just focused on who’s scheduled—they wanted to know who was truly ready to serve members the moment the doors opened. It all started with a branch manager who said something we’ll never forget: “They may be at work, but if they’re not signed into the system, they’re not ready to help members.” That insight sparked the creation of one of Better Lobby’s most valuable tools—the Staff Availability feature. It does more than track clock-ins—it shows when staff are actually signed into the Host System and Better Lobby, indicating they’re ready to engage with members. The Real Cost of “Not Ready” Credit unions spend a large portion of their budget on branch staffing. But how much of that time is spent actively serving members? Without tracking tools, it’s hard to tell. A staff member arriving just five minutes late—or not logging in promptly—can have ripple effects on: ⏱️ Wait times 😠 Member satisfaction 💸 Operational efficiency Better Lobby helps you shine a light on these “invisible” moments so you can improve them. How Better Lobby Helps Better Lobby’s Staff Availability feature, combined with its comprehensive reporting suite, helps managers: ✅ See when staff are available and ready to serve 📈 Measure staff utilization throughout the day 🔍 Identify bottlenecks and gaps in service coverage 🏆 Make better decisions for scheduling, training, and incentives The best part? Once staff know their availability is being tracked, accountability improves—and so does performance. How Better Lobby Helps Credit Unions and Branch Efficiency Here are a few ways Better Lobby can improve efficiency in your branches: 📅 Appointment Scheduling Let members schedule time with staff for loans, new accounts, or other services. This helps your team prepare and reduces last-minute rushes. 🖥️ Self Check-In Kiosks & QR Codes Members can check in on their own—either at the kiosk or from their phone. That means less time managing the front desk and more time delivering great service. 📊 Real-Time Dashboards & Reports Better Lobby gives managers a clear view of lobby activity: who’s waiting, how long they’ve been waiting, and what services are in demand. You can use this data to adjust staffing and spot trends. 🧾 Visit History Tracking See what services a member has used before. This lets staff get right to the point—no need to ask the same questions again and again. The Benefits of higher Branch Efficiency When your branch is running efficiently: Members are happier because they don’t wait as long Staff are less overwhelmed and more focused Managers can plan better and avoid over- or understaffing Your credit union can serve more people without adding more space or staff Final Thoughts Improving branch efficiency doesn’t have to be complicated. With tools like Better Lobby, you can simplify how your credit union runs—while improving service at the same time. Want to learn how to make your branch more efficient? Let’s chat about what Better Lobby can do for your team. From Insight to Action When you measure something, you can manage it. Better Lobby gives credit unions the tools they need to take control of one of their biggest variable costs—labor—while creating a better, more consistent experience for members. Staff availability may not be a flashy metric, but it’s a powerful one. And it’s just one of the many ways Better Lobby turns everyday branch operations into opportunities for improvement. Request a Demo     The following section is the original post from August 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Before Workforce Management became a “hot” business phrase, our clients wanted to use Better Lobby to improve Staff Utilization and Availability. It was many years

The Ultimate Guide to Lobby Management for Credit Unions: Tools and Tips

What Is Lobby Management? If you work at a credit union, you’ve probably seen this scene play out: A member walks into the branch and doesn’t know where to go. Another member is hovering awkwardly near the teller line. A staff member tries to guess who’s next. Meanwhile, a couple of other people are visibly frustrated by the wait. 😬 That’s where lobby management comes in. Lobby management is the system credit unions use to organize the flow of members as they arrive, wait, and receive service in-branch. It’s all about creating a smoother, fairer, and faster experience—for both members and staff. Instead of just hoping things go smoothly, lobby management gives your team the tools to: Check members in when they arrive Track who’s waiting and for what Assign members to the right staff Reduce confusion and long waits Keep things moving, even during the busy hours It’s like putting traffic lights and signs on a busy intersection. Without them, it’s chaos. With them, everything flows better. And today’s lobby management isn’t just a clipboard and a pen. We’re talking digital systems that show wait times, allow members to check in via kiosk or phone, and help staff know exactly who to serve next. Why does that matter? Because in-branch service is still one of your best chances to build relationships. And you don’t want that moment ruined by a disorganized lobby. Next, let’s talk about why this kind of system is so important—especially now. Let’s start with the basics. What the heck is lobby management, and why should your credit union care? In plain English, lobby management is how your credit union, and credit unions in the United States keeps track of who walks in the door, what they need, and who’s going to help them. Think of it like air traffic control—but for member service. It’s not just about saying “next!” at the counter. It’s a system that handles: Member flow: Who came in first? Who’s next? Where should they wait? Staff assignment: Which team member is available, and who’s the best fit for the service needed? Service order: Making sure people are helped in the right order—fairly, and efficiently. Whether you’re still using a clipboard at the front door or have upgraded to a digital kiosk, the goal is the same: keep the line moving and keep members happy. And here’s the best part—when done right, lobby management doesn’t just make the lobby less chaotic. It makes everything feel smoother, more organized, and way more professional. No more guesswork. No more awkward “Who’s next?” standoffs. It’s faster. It’s fairer. It just works. ✅ Members don’t get skipped.✅ Staff aren’t overwhelmed.✅ Everyone leaves a little happier. And in 2025, where your members expect amazing experience with every interaction. This kind of seamless experience isn’t optional anymore—it’s essential. Next up: Let’s talk about why getting your lobby under control is the secret to a better member experience. Why Lobby Management Matters for Credit Unions Okay, so let’s say your lobby doesn’t have a solid system. What happens? Chaos. That’s what happens. You’ve got members walking in unsure of what to do. Staff trying to figure out who to help next. A line of people giving each other side-eye because no one knows who’s actually next. And worst of all? That one member who’s been waiting forever and is not shy about letting everyone know. Sound familiar? When lobby flow breaks down, everything slows down—service times, employee morale, and most importantly, member satisfaction. In fact, a bad experience in the lobby is one of the top reasons members walk away feeling frustrated (or worse—start looking at your competitors 👀). Now here’s the good news: lobby management fixes all of that. It brings structure to the chaos. Even in today’s digital-first world, face-to-face service still matters. In fact, it matters more—because when members actually come into the branch, they’re usually there for something important. It’s your chance to wow them. Think of your lobby as your first impression. And with the right tools, you can make it a great one. Speaking of tools… Up next: Let’s look at the systems that make smooth lobby management actually happen. The Evolution of Lobby Management Tools Let’s take a little time-travel tour of credit union lobbies. 🕰️ Once upon a time, “lobby management” meant a clipboard on the counter and a pen that probably worked. A member would walk in, write their name on a sheet, and hope someone noticed them before they started wondering if they’d been forgotten. Then came the friendly greeter—someone standing at the door, manually keeping track of who’s next. Better than the clipboard, sure, but it still depended a lot on memory, guesswork, and the greeter not being pulled into something else. Fast forward to today, and things have seriously leveled up. Now, members can walk into a branch, check in using a self-service kiosk, and even see their place in line on a wall display. No guesswork. No confusion. Just clean, efficient service. Tools like Better Lobby help credit unions streamline everything—from check-in to service tracking—all in real time. This shift isn’t just cool—it’s necessary. Members expect the same smooth experience in-branch that they get online. And with modern lobby management tools, credit unions can actually deliver. So how do you actually manage the lobby effectively today? Let’s break it down. Core Components of Lobby Management Today Okay, so you’re convinced that modern lobby management is a must. But what actually makes up a good lobby system? Let’s break it down like a fresh avocado toast—clean, simple, satisfying. 1. Check-In System 📝 This is where it all starts. Members walk in and check in—either at a kiosk, with a greeter, or even better, from their phone using a QR code. No more guesswork. No more, “Was I next or was she next?” Everyone gets in line fairly, and staff knows who’s here and why. 2. Queue Display 📺 Next up: visibility. A good wall display shows

Credit Union Lobbies: Why Lobby Management is Essential in 2025

Why Lobby Management is Essential As we move into 2025, credit unions face new challenges in delivering exceptional member service while maintaining operational efficiency. Lobby management systems have become essential tools for modernizing credit union branches, reducing wait times, and improving the overall member experience. Whether it’s optimizing appointments, utilizing video meetings, leveraging real-time data, or integrating AI-powered analytics, a lobby management solution helps credit unions stay competitive in an increasingly digital world. This blog explores why lobby management is crucial in 2025 and how Better Lobby’s advanced tools can help credit unions streamline operations, enhance member service, and make data-driven decisions. Managing Member Traffic Efficiently Credit unions serve a diverse range of members, and keeping lobby traffic organized is critical to providing great service. A lobby management system ensures that every member knows where they are in the queue, reducing confusion and improving the flow of service. Lobby Management is Essential for member satisfaction. Here are ways it helps a credit union: Eliminates Guesswork – Members know when it’s their turn, reducing frustration. Reduces Wait Times – Appointments and check-ins help distribute member traffic. Prevents Overcrowding – A structured system helps credit unions optimize space. Lobby management creates a calm and organized environment, ensuring a smooth experience for both members and staff. Optimizing Appointments for Member Convenience Members expect modern, digital solutions, and offering appointment scheduling makes visiting a branch more efficient. No More Long Waits – Members can book a time instead of waiting in line. Personalized Service – Staff can prepare in advance for each appointment. Flexible Meeting Options – Appointments can be in-person or through video meetings for added convenience. With Better Lobby’s appointment system, credit unions can enhance efficiency and provide a more seamless experience for members. Video Meetings: Expanding Member Service Beyond the Branch Many credit union members now prefer the convenience of remote banking options. Video meetings allow members to connect with specialists from anywhere, reducing the need for unnecessary branch visits. Better Staff Utilization – Connect members with available specialists from any location. Improved Member Access – No need to travel—members can complete financial transactions remotely. Flexible Appointments – Offer members the option to schedule in-person or virtual meetings. With video meetings, credit unions expand service accessibility while maintaining personal connections with members. Turning Data into Actionable Insights A lobby management system is more than just a queue organizer—it collects valuable data that can improve service. Track Member Preferences – See what services members use the most. Monitor Staff Performance – Identify peak hours and improve staffing. Identify Service Trends – Use real-time data to optimize operations. With Better Lobby, all data is stored and available for analysis, allowing credit unions to continuously improve their service. Integrating AI and Business Intelligence Tools Data collected from a lobby management system can be connected to business intelligence tools like Power BI or Tableau. When paired with AI-powered analytics, this data can predict trends, improve workflows, and enhance decision-making. AI-Powered Scheduling – Predict peak times and adjust staffing accordingly. Smart Member Engagement – Use data to personalize marketing and services. Automated Process Improvements – AI can suggest ways to improve efficiency. By leveraging data-driven insights, credit unions can stay ahead of industry trends and ensure they meet evolving member expectations. Future-Proofing Credit Union Operations Credit unions in the United States that invest in lobby management software now will be better prepared for the future. Whether through digital check-ins, video meetings, AI-powered insights, or streamlined scheduling, staying ahead with the right tools ensures a better member experience and more efficient operations. Would you like to see how Better Lobby can transform your credit union? Let’s connect! 🚀 Request a demo of Better Lobby Key Takeaways on Why Lobby Management is Essential In 2025, credit unions must embrace technology to keep up with member expectations and optimize branch operations. Lobby management systems like Better Lobby provide efficient appointment scheduling, seamless video meetings, data-driven insights, and AI-powered business intelligence integration to help credit unions stay competitive and future-proof their services. By investing in a lobby management solution, credit unions can reduce wait times, improve service, and make smarter decisions with real-time data. Whether you’re looking to enhance member experiences, optimize staffing, or leverage AI-driven analytics, Better Lobby is the key to unlocking operational efficiency and superior service. Ready to take your credit union to the next level? Contact us today for a demo and see how Better Lobby can transform your branch operations! Request a demo of Better Lobby

Why Better Lobby Kiosks Are a Smart Move for Credit Unions

As the financial world continues to shift toward digital-first services, credit unions are redefining what “in-branch” experiences look like. A perfect example? Self-check-in kiosks. Want to make a smart move? Having kiosks are a smart move. Instead of handing out magazines or having members wait aimlessly for their appointments, forward-thinking credit unions like Island Savings CU are handing members tablets. Members can browse, stay productive, or—more importantly—check themselves in with ease. [Updated May 2025] Tablets That Do More Than Entertain Better Lobby’s Self Check-In Kiosk solution transforms a simple tablet into a powerful branch service tool. Whether you’re using an iPad, Android device, or Microsoft Surface, your members can easily: Check in for an appointment Update personal details Notify staff of their arrival You can even enable staff to assist with check-ins using the same tablet—perfect for greeter roles or helping less tech-savvy members. Customizable to Match Your Brand Every credit union is different, and Better Lobby knows that. Our kiosk interface is highly customizable, allowing you to: Add your branding and messaging Choose the check-in steps that match your service flow Support multiple languages or accessibility options This flexibility helps your branch look and feel modern while still maintaining the warm, community-first identity credit unions are known for. Benefits That Go Beyond Tech Implementing Better Lobby kiosks does more than digitize a process. It: ✅ Improves member experience by giving members more control and less wait✅ Reduces front-desk strain, freeing staff to focus on more complex needs✅ Demonstrates innovation, showing your credit union understands how members want to engage in 2025 and beyond As discussed in The Modern Credit Union Experience, today’s members want the best of both worlds: the convenience of digital tools and the personalized service of physical branches. Better Lobby kiosks bridge that gap beautifully. Key Takeaway on Kiosks Are a Smart Move Members are already comfortable using tablets. Why not use one to let them check in quickly and easily? With Better Lobby kiosks, you’re offering a smart, seamless, and cost-effective tool that makes both staff and members happier. Looking to modernize your branch without losing the personal touch?Better Lobby kiosks are the answer.   The following section is the original post from April 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. At Island Savings CU, when members have an appointment and are waiting to meet with an employee, instead of handing out magazines and newspapers, they are offered tablets that they can use for browsing.  This is an excellent idea and one that matches perfectly with our Better Lobby Self Check-in Kiosk solution that can use either an iPad, MS Surface, or Android Tablet to self check-in (or a greeter can assist with check-in via the same tablet). Our kiosk pages are highly intuitive and can be easily customized to each credit union’s desires. Improving member service and reducing branch staff costs are just two of the benefits of installing a Better Lobby Kiosk. Key Takeaway: Many members enjoy using tablets for surfing the Internet and using one to check-in your members is a great way for your credit union to demonstrate insightful use of technology.

Discover the Future of Banking with Better Lobby’s Virtual Reality Lobby Module!

An image of a person with a virtual reality device. Better Lobby, the software platform for credit unions enables credit unions to meet with members virtually.

Bringing the Future of Banking Closer to Home At Better Lobby, we’re always looking ahead. As technology evolves, so do the ways people want to connect with their credit union. Today’s members expect more than just great service—they expect it to be fast, convenient, and available wherever they are. That’s why we’re working hard to create tools that go beyond the traditional branch. From smarter appointment scheduling to virtual meetings, Better Lobby helps credit unions meet members where they’re most comfortable—often, that’s at home. Members Are Ready for MoreMore and more members are using digital tools in their everyday lives. They order groceries online, attend doctor appointments over video, and connect with friends through games and social apps. Shouldn’t their credit union be just as connected? We’ve seen strong interest in technologies that: Make it easier to meet with staff without coming into the branch Provide more visual, interactive ways to explore financial options Offer secure, private experiences—even online Small Changes, Big ImpactEven small improvements—like better mobile access or virtual consultations—can go a long way in making members feel heard, supported, and in control. And when those tools feel natural and easy to use, members are more likely to engage. The Next Big Step: VRWe believe the future of credit unions is immersive, interactive, and digital-first. That’s why we’re excited to share what’s next—something that brings all of this together in a brand new way. Stay tuned for our biggest leap forward yet. You’re about to step into something amazing. Discover the Future of Banking with Better Lobby’s Virtual Reality Lobby Module! In an era where technology consistently reshapes our experiences, Better Lobby is excited to announce a groundbreaking development in banking: the Virtual Reality (VR) Lobby Module. As we always strive to stay at the forefront of innovation, this latest addition is set to redefine how credit unions interact with their members. The Dawn of a New Dimension in Banking The Virtual Reality Lobby allows members to step into a fully immersive, three-dimensional banking environment from the comfort of their homes. Imagine donning a VR headset and instantly being “in” your local credit union branch, greeted by a virtual assistant who is ready to help you navigate through services ranging from checking account balances to applying for loans. Features of the Virtual Reality Lobby: Real-Time Interaction: Engage with virtual staff and receive personalized service as if you were physically at the branch. Immersive Banking Experience: Explore products and services in a dynamic 3D space — walkthrough detailed simulations of investment opportunities or visualize your savings growth in real-time. Enhanced Privacy and Security: Experience secure transactions and consultations in private virtual rooms that ensure confidentiality and data protection. Innovative Specs and Details: Short and Sweet Sessions: To prevent virtual reality sickness, each session in the VR Lobby is capped at 15 minutes, ensuring a comfortable and pleasant experience without the dizzying side effects. Tech Giants Collaboration: This module was made possible through strategic partnerships with major tech companies (to be announced), leveraging cutting-edge VR technology to deliver an unparalleled user experience. Eco-Friendly Offices: The VR Lobby dramatically reduces the physical footprint of traditional banking, contributing to environmental sustainability by minimizing the need for travel and paper-based processes. Credit Unions’ Call for Innovation The development of the Virtual Reality Lobby Module wasn’t just a spontaneous decision—it was a direct response to the demands of forward-thinking credit unions. Our ongoing dialogue with industry leaders revealed a strong interest in leveraging emerging technologies to enhance member services. Credit unions have expressed the need for solutions that not only streamline operations but also create engaging and memorable member experiences. Market Research Insights Extensive market research conducted by Better Lobby highlighted several compelling reasons why a Virtual Reality lobby makes sense for the future of banking: Increasing VR Adoption: With the global virtual reality market expected to grow significantly in the next five years, integrating VR into banking services positions credit unions at the forefront of a technological revolution. Younger Demographics: Millennials and Gen Z, who are already accustomed to immersive technologies in gaming and social media, show a strong preference for digital-first banking solutions. Offering services via a VR platform aligns perfectly with their expectations. Competitive Differentiation: Credit unions can differentiate themselves from traditional banks by offering innovative, tech-driven services, attracting tech-savvy consumers who are looking for more than just basic banking. Facts and Figures User Engagement: Studies suggest that VR can increase customer engagement levels by up to 30%, as users are more likely to remember and appreciate unique and interactive experiences. Operational Efficiency: Virtual reality can reduce the need for physical branch visits by as much as 40%, significantly decreasing overhead costs associated with real estate and in-branch staffing. Customer Satisfaction: Pilot programs have shown a 25% increase in customer satisfaction scores when members receive assistance through immersive VR sessions compared to traditional phone or web interactions. A Strategic Move The push towards a Virtual Reality Lobby is not just about keeping up with technological trends; it’s about strategically positioning credit unions for future growth. By adopting VR, credit unions can provide a novel, efficient, and engaging way to meet the needs of current and future generations of members, ensuring long-term loyalty and sustained growth. Pioneering a New Path The Virtual Reality Lobby is part of Better Lobby’s commitment to pioneering innovative solutions that not only meet but anticipate the evolving needs of credit unions and their members. It’s about bringing the future of banking to today, offering an exciting, engaging, and efficient way to manage finances. As we launch this revolutionary service, remember—it’s all about enhancing convenience and accessibility for our users. So, step into the future with Better Lobby’s Virtual Reality Lobby, where incredible banking experiences await at every turn!

How to Reduce Member Wait Times with Lobby Management

Discover how credit unions can dramatically reduce wait times and enhance member satisfaction with Better Lobby’s effective management techniques. Explore practical tips and advanced tools for optimizing every step of the member journey.

Why Credit Unions Need a Lobby Management System

A well-organized lobby is essential for providing a seamless experience for credit union members. Without a lobby management system, long wait times, confusion over service order, and inefficient staff workflows can frustrate both members and employees. Credit unions need a modern approach to managing walk-ins, appointments, and overall lobby flow. Better Lobby provides the tools to create a structured, efficient, and stress-free lobby environment. In this post, we’ll explore how a lobby management system can transform branch operations, improve member satisfaction, and help staff work more efficiently. Why Credit Unions Need a Lobby Management System A smooth and organized lobby experience is key to keeping members happy and credit union operations running efficiently. Without a lobby management system, branches may struggle with long wait times, staff inefficiencies, and frustrated members. A lobby management system, like Better Lobby, helps credit unions manage walk-ins, appointments, and staff assignments, making sure every member gets the service they need—quickly and efficiently. How a Lobby Management System Improves Credit Union Operations 1. Organizes Member Check-Ins When members arrive, a lobby management system lets them check in quickly—either at a kiosk, with a receptionist, or even from their phone. This removes confusion about who’s next in line and ensures members are served in the right order. Without a system, it’s easy for members to feel overlooked, and staff may struggle to keep track of service order. 2. Reduces Wait Times Nothing frustrates members more than waiting without knowing how long it will take. A lobby management system tracks real-time wait times, so members know where they stand in the queue. Better Lobby even allows credit unions to send “Soon to Be Served” text messages to notify members when it’s almost their turn—so they’re ready when staff is available. 3. Enhances Staff Efficiency With Better Lobby, staff can see a live queue of waiting members, their requested services, and appointment schedules. This makes it easier to assign the right staff to each member, reducing delays and confusion. A well-managed lobby also means staff can focus on quality service rather than spending time managing a chaotic waiting area. 4. Supports Walk-Ins & Appointments Some members prefer to walk in for service, while others want to book an appointment in advance. A good lobby management system allows credit unions to manage both efficiently. Better Lobby’s Appointment Module lets members schedule a time that works for them, ensuring they’re seen quickly while helping staff prepare in advance for their visit. 5. Provides Data for Better Decision-Making A lobby management system tracks service trends, showing:✅ The busiest times of the day and week✅ The most common services requested✅ How long each type of service takes✅ Member wait times and satisfaction levels This data helps credit unions optimize staffing, adjust service offerings, and improve overall efficiency. 6. Improves Member Experience & Satisfaction A well-managed lobby leads to happier members. When members know they’re being served fairly and efficiently, they’re more likely to trust and stay with the credit union. Features like self-check-in kiosks, online queue updates, and real-time notifications give members more control over their experience, reducing stress and frustration. A Better Experience for Members and Staff When members walk into a branch, they want to feel welcomed—not confused or frustrated by unclear lines or long waits. And your team wants to focus on delivering excellent service, not juggling check-ins or managing a crowded lobby. That’s where the right tools can make a big difference. By using technology that keeps everything running smoothly—from self-service check-in to staff alerts—your credit union can create an environment that feels calm, organized, and professional. Members know they’re being seen, staff know what to expect, and everyone’s time is respected. Even better? When everything runs more smoothly at the front, it frees up your team to spend more time on what matters most: helping people reach their financial goals. Why Credit Unions Need a Lobby Management System In today’s fast-paced world, credit union members expect quick service, clear communication, and a smooth experience—from the moment they walk through the door. That’s why having a lobby management system isn’t just helpful—it’s essential. A lobby management system helps credit unions: ✅ Stay organized: Know who’s in the lobby, why they’re there, and how long they’ve been waiting.✅ Reduce wait times: Members can check in at a kiosk or from their phone and get in line—no more crowded front desks.✅ Serve members fairly: Everyone is seen in the right order, which builds trust and improves satisfaction.✅ Support staff: Employees can focus on helping members instead of managing the line or answering repeat questions.✅ Use data to plan better: Managers get real-time insights and reports to make smarter staffing and scheduling decisions. Better Lobby’s lobby management system was designed specifically for credit unions—so every tool fits your workflow, branch size, and service goals. If your branch still uses paper sign-ins, shared spreadsheets, or guesswork, now is the time to make a change. A smart lobby management system helps you deliver the efficient, personal service your members deserve. Take Your Credit Union Lobby to the Next Level If your credit union still relies on manual check-ins or outdated systems, now is the time to upgrade. A lobby management system like Better Lobby ensures smoother operations, improved efficiency, and a better experience for both members and staff. Ready to see how Better Lobby can help your credit union? Let’s talk!   Conclusion A lobby management system is more than just a tool for organizing check-ins—it’s a strategic solution that helps credit unions operate more efficiently, reduce wait times, and provide a better experience for members. By using Better Lobby, credit unions can manage both walk-ins and appointments effortlessly, gain valuable insights into service trends, and ensure staff are always in the right place at the right time. Now is the time to modernize your branch operations. If your credit union wants to improve lobby efficiency and member satisfaction, Better Lobby is here to help. Contact us today for a demo and see

Human Interaction Is a Differentiator

A photo with digital image overlay of a man with digital data images. Better Lobby tracks staff and member

[Updated April 2025] Why Human Interaction Still Matters in a Self-Service Banking World As credit unions embrace self-service tools—like online banking, mobile apps, and smart kiosks—it’s easy to think that technology is replacing people. But the truth is: human interaction is more important than ever. In fact, industry experts agree. In an American Banker article, Dave Martin writes that “in a self-service world, human interaction is a differentiator.” And in a more recent opinion piece, Bodhi Silberling makes the point clear: AI won’t replace human bankers—it will support them. Because at its core, banking is still about trust and relationships. The Role of Branch Staff Is Changing—Not Disappearing Technology handles the easy stuff: checking balances, moving money, scheduling appointments. But when members visit a branch, they’re often looking for something deeper: Advice on buying a home Help fixing a problem Someone to walk them through a complex process These are moments that require empathy, listening, and personal guidance—things no machine can truly replicate. How Better Lobby Supports Human-Centered Service Better Lobby’s tools help make sure your staff can focus on the member, not the paperwork: ✅ Kiosk and online check-ins reduce lines and keep things flowing ✅ Visit Purpose and History let staff prepare before the member even sits down ✅ Appointments ensure members get quality time with the right expert ✅ Reporting tools give managers insight into service quality, wait times, and staff performance When technology takes care of logistics, your team can take care of what really matters: building relationships. The Role of Appointment Scheduling in Human Interaction and Personalized Service In today’s world, members expect more than just quick service—they want personalized experiences. That means being greeted by name, getting help from someone who understands their needs, and feeling confident that their time is respected. Appointment scheduling is one of the easiest ways to deliver that kind of service—and Better Lobby makes it simple. Personalization Starts with the Booking Experience When a member books an appointment using Better Lobby, they can: 📸 See photos of available staff 🧑‍💼 Choose a team member based on role, language, or area of expertise 🌐 Pick the appointment type they prefer—in-person, video, or phone This gives members control and comfort before they even step into the branch (or log into a meeting). It also ensures they’re matched with the right person for their needs. Why Human Interaction Matter Personalized scheduling improves the experience for everyone: ✅ Members feel seen and supported ✅ Staff are prepared and confident for each meeting ✅ Appointments are smoother and more productive Whether it’s a loan consultation, account opening, or just a quick question, the right appointment setup helps create a positive, trusted interaction. Built for Modern Credit Unions Better Lobby’s appointment system is designed specifically for credit unions. It offers: 💻 Online and mobile booking—no app needed 🧑‍🤝‍🧑 Face-to-face appointments for in-branch service 📹 Video appointments for remote convenience 📞 Phone appointments when members prefer a quick call 📲 Customizable staff bios so members know who they’re meeting It’s all about meeting members where they are—on their terms. Final Thoughts In a busy, digital-first world, members want convenience without losing the personal touch. Appointment scheduling with Better Lobby gives your credit union the best of both: a modern system that makes booking easy and a warm, human experience that builds trust. When members choose who they meet with and how, every appointment feels more like a conversation—and less like a transaction. Request a Demo The following section is the original post from March 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.   In his article on retail trends, Dave Martin of Financial Supermarkets Inc does a great job of describing how, in a self-service world, human interaction Is a differentiator.  Key Takeaway: technology matters, but the team members’ future is being the human face of the organization.

New Accounts Lobby Management – Visits & Services

[Updated April 2025] Smarter Data, Smarter Decisions: How Better Lobby Supports Modern Branch Management Since the release of our “Visits & Services” upgrade, we’ve continued to evolve Better Lobby into a powerful platform for both member experience tracking and branch performance analysis. Today, Better Lobby is more than just a lobby management system—it’s a decision-making tool that helps credit unions operate more efficiently and serve members more effectively. With over 50 built-in reports, branch managers and executives can dive deep into: 📊 Wait times and service times 🧑‍🤝‍🧑 Staff performance and member service history 🏦 Branch traffic trends by day, week, or month 🎯 Service demand by category (e.g., loans, new accounts, card services) 🏅 Cross-selling success rates and follow-up outcomes These insights go beyond just “who came in and how long they waited.” They provide the why behind member visits, the how well of staff interactions, and the what’s next for branch planning, staff incentives, and marketing campaigns. Better Lobby also integrates with your core banking system, allowing the platform to track individual members across visits—giving you a complete view of member engagement over time. Want to know if your new loan campaign brought more members into the branch? Or which staff are consistently converting appointments into product signups? Better Lobby makes that visible. As more credit unions adopt data-driven strategies for branch operations, having a system like Better Lobby in place ensures you’re not just collecting data—you’re using it to take action. Credit unions today are facing big changes—members expect faster service, digital options, and a more personal experience. To keep up, credit unions need to rethink how their branches operate. That’s where modern branch management comes in. Modern branch management is all about creating smooth, flexible, and member-friendly experiences—whether someone walks into the lobby or connects from their phone. And Better Lobby is built to support exactly that. How Better Lobby Supports Modern Branch Management   ✨ Make Every Visit More Efficient Long lines and unclear wait times are frustrating for members and staff. Better Lobby makes branch visits easier by: Letting members check in at a self-service kiosk or with their phone Showing who’s in line, what they need, and how long they’ve waited Helping staff stay focused on service—not on managing the lobby This means less stress at the front desk and more time for meaningful conversations. 📅 Offer Flexible Appointment Options Modern branch management means meeting members where they are—on their time and terms. Better Lobby helps credit unions do that by offering: In-branch, phone, or video appointments Easy online booking with no app required Staff photos and bios so members feel confident in who they’re meeting Appointments help your team prepare in advance and give members the service they expect—with fewer delays. 🧾 Keep Things Consistent Across Locations Whether you have one branch or twenty, consistency matters. Better Lobby gives your team the same tools at every location, so: Members get the same great experience no matter which branch they visit Staff follow a smooth, repeatable process New employees can get up to speed quickly with user-friendly features Consistency is key to building member trust—and keeping operations running smoothly. 🤝 Connect In-Branch and Online Services Modern branch management isn’t just about physical spaces. It’s about connecting the digital and in-person experience. Better Lobby brings these together by letting members: Join a same-day queue from home Schedule appointments from your website Get help from a real person—virtually or in the branch This hybrid approach makes your credit union more accessible, without adding complexity. Final Thoughts on Modern Branch Management Modern branch management is about more than redesigning buildings—it’s about creating better service experiences for today’s members. With Better Lobby, your credit union can improve efficiency, increase flexibility, and deliver the kind of service that keeps members coming back. Ready to bring your branch operations into the future? Let’s talk about how Better Lobby can help. Interested in turning your member service data into smarter decisions?Request a demo today and see what Better Lobby can do for your team. Credit unions can serve an important role in innovation. The following section is the original post from March 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Not long ago, one of our clients approached us to improve Better Lobby/New Accounts to better distinguish between “visits” and “services”. They went on to explain that they were focusing on branch labor costs using Activity Based Costing (ABC) and needed reporting of BOTH visits and services provided by staff during a platform visit. Shortly after learning this we released our “visits & services” upgrade that encourages MSRs to record multiple services for each visit and modified Better Lobby reports to reflect new account “visits” or “services”. Our on-line, drill down reports toggle with the click of the mouse between the two. To learn more about Better Lobby and New Accounts      

Chase Vs. Umpqua: Two Views of the Future Branch

a busy credit union lobby using better lobby a software platform by better branches

[Updated April 2025] What the “Branch of the Future” Means for Credit Unions Today As credit unions plan for the future, one thing is clear: the old model of the branch is changing. Routine transactions are moving online or to ATMs, and members are coming into the branch for more meaningful reasons—like getting a loan, opening an account, or solving a complex issue. So, what should the modern branch look like? A few years back, a compelling article compared two different visions of the “Branch of the Future”—one from Chase Bank and the other from Umpqua Bank. The lessons from both still apply today—and credit unions can learn a lot from both approaches. Two Visions, Two Priorities Chase focuses on speed and efficiency. Their branches are designed to push everyday transactions to smart ATMs and quick-service desks, freeing up staff for higher-value tasks. Their strategy is clear: reduce teller traffic, lower staffing costs, and streamline service. Umpqua, on the other hand, focuses on engagement and experience. Their branches feel more like community cafés or Apple Stores, with universal associates trained to handle any request, digital tools for self-service, and meeting spaces for community use. Both models are smart—and both are working. What This Means for Credit Unions Credit unions don’t need to copy one model or the other. Instead, the most successful institutions are finding a balance between efficiency and experience. Here’s how: ✅ Use self-service tools to move simple transactions out of the branch (Better Lobby’s kiosk and online queuing help with this). ✅ Empower staff with flexible roles, like Umpqua’s universal associates, to handle everything from check-ins to consultations. ✅ Offer appointment scheduling to ensure meaningful interactions with the right expert at the right time. ✅ Design branch spaces that support both quick visits and deeper conversations—without overwhelming staff. How Better Lobby Supports Both Approaches Better Lobby helps credit unions build branches that are fast when they need to be and personal when it matters most: Kiosks and online queuing reduce lines and help members check in easily Appointment scheduling ensures complex visits get the time and attention they deserve Visit history and service tracking help staff prepare for member needs in advance Reports and analytics help you optimize staffing and monitor traffic flow Whether your goal is Chase-style efficiency or Umpqua-style engagement, Better Lobby gives you the tools to support both. Two Views of the Future Branch As credit unions plan for the years ahead, one thing is clear: branches are evolving. Members no longer visit just to make deposits or check balances—that’s what online banking and ATMs are for. Today, branches are becoming places for meaningful interactions, like opening accounts, getting loans, or getting personal guidance. So, what should your branch look like in the future? Let’s explore two views of the future branch, inspired by major banks that took very different—but successful—approaches. 🏃 The Efficiency Model – Chase Chase Bank focused on speed and streamlined service. Their branches move routine transactions to self-service ATMs and quick stations, so staff can spend time helping with more complex needs. It’s all about cutting wait times and using staff resources wisely. ☕ The Engagement Model – Umpqua Umpqua Bank took the opposite route—designing branches like community hubs. Think cozy spaces, digital tools, and universal associates who can handle anything from cashing a check to setting up an account. It’s about making members feel at home and building deeper relationships. What Can Credit Unions Learn? Both models offer valuable insights: Efficiency helps lower costs and speed up service Engagement builds trust and strengthens member relationships With Better Lobby, credit unions don’t have to choose one or the other. There are Two Views of the Future Branch. Our tools help you balance both—whether you’re streamlining check-ins with kiosks or scheduling video meetings that feel personal and convenient. The future isn’t one-size-fits-all. It’s about finding the right mix of technology, flexibility, and human connection that works for your members. Designing Credit Union Branches for Both Efficiency and Engagement Credit unions today face a big challenge: how do you serve members quickly and personally at the same time? Some members want to get in and out fast. Others want to sit down, ask questions, and explore their options. That’s why the best branches today are built around a balance of efficiency and engagement—and Better Lobby helps make it possible. Why Efficiency Matters Let’s face it: members are busy. Many just want to make a quick deposit, update their contact info, or ask a simple question. For them, long lines or unclear processes are frustrating. Here’s how credit unions can boost efficiency: ✅ Use Better Lobby’s kiosk or online queuing to cut down on lobby wait times ✅ Schedule appointments during off-peak hours to keep the flow steady ✅ Let members check in from their phone or a self-service station ✅ Use real-time reports to match staff levels to daily traffic When members know they’ll be served quickly, they’re more likely to visit and less likely to leave frustrated. Why Engagement Matters, Too At the same time, branches are no longer just places for transactions. They’re where members come for guidance, trust, and big financial decisions. Engaging with members in these moments means: 👥 Greeting them by name 🧠 Knowing their visit history and why they’re here (with Better Lobby’s Visit Purpose and Visit History features) 💬 Offering personalized support, not just one-size-fits-all answers 📆 Giving them the chance to schedule time with a real expert when it’s convenient for them Engagement builds relationships—and those relationships lead to loyalty, referrals, and long-term growth. How Better Lobby Supports Both Better Lobby gives credit unions the tools to serve all kinds of members, no matter their needs: Feature Supports Efficiency Supports Engagement Kiosk Check-In ✅ ✅ (adds personalization) Online Queuing ✅ ✅ (lets members choose when to arrive) Appointment Scheduling ✅ ✅ Visit History ✅ Real-Time Reports ✅ ✅ (supports better service planning) When these tools work together, your branch becomes a place where

Implementing Appointment Scheduling Software in Financial Institutions

An image of a laptop computer in a credit union with a calendar application on it.

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

Better Lobby’s QR Code Kiosk: A Simple, Smart Solution for Credit Unions

An illustration of a kiosk in a credit union. Better Lobby software platform helps credit unions offer self check in kiosk for credit union members to check themselves into the queue.

Technology is making everyday tasks easier—and credit unions are no exception. Better Lobby’s QR Code Kiosk is a game-changer for credit unions looking to provide a smoother, more convenient check-in experience for members. Instead of using a shared touchscreen or kiosk, members can simply scan a QR code with their own device and check in for service. Let’s explore how this feature benefits both credit unions and their members. What Members Want from Their Credit Union Today’s credit union members expect more than just friendly service—they want speed, convenience, and control over their experience. Member’s love credit unions. For your members joining a credit union might be the best financial decision they make. Here’s what members are looking for when they visit a branch: ✅ Quick, easy check-ins: They don’t want to wait in long lines or feel confused about where to go.✅ Flexible options: Some members prefer to use their phones, while others like in-branch kiosks. Offering both makes everyone feel welcome.✅ Transparency: Members want to know their place in line and feel confident they’ll be served fairly.✅ Personalized service: They appreciate when staff know who they are and what they need—without asking the same questions over and over. That’s where the Better Lobby QR Code Kiosk comes in. With just a quick scan from their smartphone, members can check themselves into the branch without touching a screen or waiting in line. It’s fast, safe, and easy—giving members the modern, self-service option they expect while still connecting them to the personalized support your credit union staff provides. Better Lobby’s QR Code Kiosk helps credit unions meet all these expectations. It gives members the choice to check in quickly from their own device, making their visit smoother, faster, and more modern—without losing the personal touch credit unions are known for. How Does the QR Code Kiosk Work? Using the QR Code Kiosk is incredibly easy: The member arrives at the credit union and sees a QR code displayed on a sign or poster. They scan the QR code with their smartphone. A check-in form opens on their phone, allowing them to enter their information. They join the queue without ever touching a shared device. It’s that simple! No more waiting in line for a kiosk or handling public touchscreens. Why Credit Unions Love the QR Code Kiosk ✅ Reduces Equipment Costs – Fewer kiosks to manage and replace, saving your credit union money.✅ Faster Check-Ins – Members can check in from their phone in seconds.✅ Better Member Experience – No waiting in line at a kiosk, just scan and go!✅ Safe and Contact-Free – Ideal for health-conscious members who prefer a touch-free option.✅ Works on Any Device – No app required! Members just use their phone’s camera. Convenient QR Code Display Options Better Lobby makes it easy for credit unions to print QR codes in multiple sizes, so they can be placed anywhere: 📄 8.5in × 11in – Perfect for posters, signs, and tabletops.📜 4in × 6in – Ideal for smaller displays at service counters.💳 2in × 3.5in (business card size) – Great for handing out or attaching to brochures. With multiple options, credit unions can place QR codes in the best locations for their branch layout. Better Lobby Kiosk Module While the QR Code Kiosk is a fantastic feature, it’s just one part of the Better Lobby Kiosk Module, which is designed to improve member flow and staff efficiency at credit unions. Whether your credit union uses a physical kiosk or a QR code check-in, Better Lobby’s Kiosk Module helps manage the queue and provide a smooth check-in experience. Key Features of the Better Lobby Kiosk Module: ✅ Standard Kiosk Check-In – Members can use a credit union-provided touchscreen device to check in for service, select their reason for visiting, and enter any necessary details. ✅ QR Code Kiosk Check-In – Members who prefer a contact-free option can scan a printed QR code and check in using their own mobile device. ✅ Customizable Check-In Options – Credit unions can configure their own check-in questions and options based on their services and branch needs. ✅ Real-Time Queue Updates – The kiosk system updates the member queue in real-time, ensuring that staff knows who is waiting and what services they need. ✅ Integration with Wall Displays – Members can see their place in line on a Better Lobby Wall Display, making it clear who’s next and preventing confusion or frustration. ✅ Multilingual Support – The kiosk module offers Spanish language support, with an option to add a third language, ensuring accessibility for a diverse member base. By offering both traditional kiosk check-in and the new QR Code Kiosk, Better Lobby provides flexibility for credit unions while reducing wait times and improving the overall member experience. Why Now Is the Time to Upgrade Credit unions are always looking for ways to improve member service, reduce costs, and make branch visits more efficient. The QR Code Kiosk from Better Lobby helps achieve all of these goals while keeping things simple for members and staff. Interested in seeing how the QR Code Kiosk can work for your credit union? Contact Better Lobby today for a demo!

Thoughts about Referrals and Cross-selling

[Updated April 2025] Turning Conversations into Opportunities: How Better Lobby Supports Cross-Selling in Credit Unions A few years ago, The Financial Brand published a powerful series called “What Banks and Credit Unions Can Learn From One Another.” One article in particular stood out: the importance of cross-selling—the ability to connect members with additional products and services they genuinely need. At Better Lobby, we believe cross-selling isn’t about pushing—it’s about understanding the member and being ready to help. That’s why we built our New Accounts and Cross-Selling tools to give credit union managers clear visibility into how staff are performing in this area. The 3 Key Takeaways for Better Cross-Selling According to BlueSpire Marketing, successful cross-selling comes down to three key strategies: Know your sticky products – These are the services that keep members coming back, like checking accounts with direct deposit or online banking tools. Use targeted marketing – Don’t try to sell everything to everyone. Use data to connect members with what’s relevant to their life stage or needs. Set clear goals for staff – Employees should know what success looks like—and have tools to track it. How Better Lobby Helps Credit Unions Do This Better Lobby makes cross-selling easier and more trackable with built-in tools that: 🧾 Capture the reason for a member’s visit during check-in 🧑‍💼 Let staff log referrals or product conversations during the visit 📊 Provide reports that show which staff are making referrals, which products are offered most, and what’s converting into real accounts or services 🔁 Track repeat visits and long-term engagement This data gives managers the insight they need to coach staff, reward top performers, and identify missed opportunities. It’s Not About Selling—It’s About Helping When done well, cross-selling builds trust. It means telling a member, “Since you just opened a savings account, would you like to set up automatic transfers to make saving easier?” That’s not a pitch—that’s good service. Better Lobby helps credit unions turn quick visits into meaningful conversations that benefit both the member and the credit union. Using Visit Purpose Data to Personalize Service Every time a member walks into your branch, it’s a chance to build a stronger relationship. But to truly serve members well, your staff needs more than a smile—they need insight into why the member is there and what their history looks like. That’s where Better Lobby’s Visit History feature comes in. What Is Visit History? Built into the main service queue of Better Lobby, Visit History shows a complete record of a member’s previous visits, including: 🗓️ Date and time of each visit 📍 Branch location they visited 🧾 Service requested (e.g., new account, loan inquiry, card replacement) 👤 Staff member who helped them 📝 Internal notes from the visit This feature gives credit union staff a clear picture of how each member is interacting with your services—making it easier to offer personal, meaningful support. Why Visit History and Cross-Selling in Credit Unions Matter When staff can quickly see a member’s recent visits, they can: ✅ Pick up where a previous conversation left off ✅ Avoid repeating questions the member has already answered ✅ Proactively suggest services the member might benefit from ✅ Spot patterns that show how the member is using the credit union For example, if a member came in twice in the past month to ask about loan options, the staff can offer to schedule a full appointment with a loan officer—or send helpful resources via email. A Better Experience for Members and Staff Visit History helps your team: Be more prepared Deliver faster, more relevant service Build trust and rapport with members over time And for members? It feels great to be recognized and helped by someone who remembers you—not treated like a brand-new stranger every time. Final Thoughts on Cross-Selling in Credit Unions Credit union service isn’t one-size-fits-all—and it shouldn’t feel that way. Better Lobby’s Visit History feature gives your staff the tools to understand your members better and serve them with care and confidence. By using visit purpose data to guide conversations, your credit union can turn everyday transactions into long-term relationships. Request a Demo   The following section is the original post from February 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The Financial Brand recently published a series of articles that are thought provoking  “What Banks and Credit Unions Can Learn From One Another”. The “art of cross-selling” segment resonated with us, because our Better Lobby/New Accounts product provides CU Managers with help measuring staff performance in the area of referrals and Cross-selling. The Key Takeaway from the Financial Brand discussion (written by BlueSpire Marketing) is” (1) Know your sticky products, (2) Employ highly targeted marketing, and (3) Make sure your staff know what their goals are. For the Cross-selling article go to http://thefinancialbrand.com/36383/cross-selling-banks-credit-unions/ For the entire series, start at http://thefinancialbrand.com/28210/content-marketing-tips-for-banks-and-credit-unions/  

Harnessing the Power of Video Meetings: Enhancing Member Engagement through Efficient Meeting Coordination

A photo of two people having a video meeting on a computer. Better Branches offers a video meeting module called Flexible Branches Video, allowing Credit Unions to talk to their members.

As the banking landscape continues to evolve, financial institutions are increasingly turning to video banking as a means of expanding customer engagement and driving operational efficiency. Leading analyst firm Celent emphasizes the importance of embracing video banking to remain competitive and retain customers. In this article, we delve into the significance of video banking and explore the role of efficient meeting coordination in maximizing its benefits for credit unions and their members. Embracing Video Banking Video banking offers financial institutions the opportunity to enhance customer engagement and convenience through virtual interactions. With the ability to connect with members remotely, video banking expands the reach of branch services while providing a cost-effective solution for institutions. By leveraging video technology, credit unions can offer personalized support and expert guidance to members, regardless of their location. The Importance of Meeting Coordination However, the successful implementation of video banking requires careful coordination, particularly when conducting video meetings with product specialists or expert staff. Efficient scheduling and management of these interactions are essential to ensure a seamless and satisfying experience for both staff and members. Recognizing this need, our Branch Video Meeting Queues solution was developed to streamline the process of connecting expert staff with branch visitors via video. Introducing Branch Video Meeting Queues The Branch Video Meeting Queues module is designed to simplify and expedite the scheduling and execution of video meetings within credit union branches. By seamlessly integrating with existing systems, this solution enables credit unions to efficiently manage member interactions while optimizing staff utilization and reducing branch costs. With features tailored to the unique needs of credit unions, such as member service management components, Branch Video Meeting Queues fill the gap left by traditional video conferencing systems. Maximizing Member Service Management One of the key benefits of the Branch Video Meeting Queues module is its focus on member service management. By providing credit unions with the tools to effectively schedule, track, and monitor video meetings, this solution ensures that members receive the attention and assistance they deserve. From appointment scheduling to post-meeting follow-ups, Branch Video Meeting Queues enhance the overall member experience and foster stronger relationships between credit unions and their members. The Role of Efficient Scheduling Software For credit unions considering the adoption of video banking, the role of efficient scheduling software cannot be overstated. Effective management of video meetings is essential to maximizing the benefits of this technology and delivering exceptional service to members. By investing in a comprehensive scheduling software package, credit unions can streamline meeting coordination, optimize staff resources, and elevate the overall branch experience. Key Takeaways Video banking holds immense potential for credit unions seeking to enhance member engagement and drive operational efficiency. However, the success of video banking initiatives hinges on efficient meeting coordination and management. With solutions like Branch Video Meeting Queues and robust scheduling software packages, credit unions can harness the power of video banking to deliver personalized service, increase staff utilization, and reduce branch costs. By embracing video technology and investing in efficient meeting coordination tools, credit unions can stay ahead of the curve and meet the evolving needs of their members in today’s digital age.

Branch Appointments: the time has arrived!

[Updated April 2025] Why Branch Appointment Scheduling Is the Missing Piece of Member Service As credit unions work to modernize their branches and improve the member experience, appointment scheduling is quickly becoming a must-have feature. While big banks like Bank of America, Wells Fargo, and BMO Harris have offered online scheduling for years, many credit unions are just beginning to explore this powerful tool. And it’s more than just a convenience—it’s the bridge between online and in-branch service. The Problem with Traditional Appointment Handling Through conversations with credit unions, we discovered some common issues: 📋 Many still rely on spreadsheets or shared Outlook calendars to manage appointments, which can be clunky, siloed, and error-prone. 🙈 Other staff can’t always see Branch Appointment Scheduling, making it hard to prepare or adjust staffing. 📉 There are few metrics available to analyze performance, such as how many members walk in versus schedule ahead. These outdated methods limit branch efficiency and can lead to missed opportunities for service—and even lost business. How Better Lobby Fixes It Better Lobby’s Appointment Module makes it easy for both members and staff to book, manage, and prepare for branch appointments. It gives credit unions: ✅ A shared, centralized calendar visible to all relevant staff 🧠 Smart scheduling rules to avoid booking during peak hours and shift demand to quieter times 📲 Mobile/web self-booking so members can choose a time that works best for them—anytime, from anywhere 📊 Built-in metrics and reporting to help managers understand appointment trends and improve scheduling Why Branch Appointment Scheduling Matters Appointments are more than just a tool for saving time—they’re a way to: 🧭 Guide members to the right services 📅 Balance traffic throughout the day 🧑‍💼 Empower staff to prepare and deliver better service 📈 Start transforming your branch into a sales and service hub instead of just a transaction point When implemented correctly, branch appointments create a smoother, more intentional member experience. Final Thoughts The future of credit union service is about meeting members where they are—online, in person, or both. Branch appointments make that connection seamless. They allow you to provide high-touch service with less wait, more preparation, and better use of your branch resources. If your credit union is still using spreadsheets or patchwork calendars, now’s the time to upgrade. Better Lobby makes it simple to add scheduling tools that improve operations and make life easier for both your staff and your members. The following section is the original post from January 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A new area to watch is the use of Branch Appointments. In many ways, this is currently the missing piece of the “member visit puzzle. Appointment Scheduling Software is often used by credit unions. Big players are already onboard with this progressive concept. Case in point:  Bank of America, Wells Fargo, Regions Bank, and BMO Harris are all offering scheduling tools on their websites. Some interesting discoveries were made as we worked with clients to better understand their appointment handling needs: Appointment handling is often not well organized in most CUs. Some use spreadsheets or share Outlook calendars in a way that is cumbersome and not visible to other employees. Appointments can be used to reduce cost and improve service. In client discussions it became clear that encouraging appointments in off-peak times (i.e., 2- 4 pm) and NOT making appointments during peak times (i.e., 11 am to 1:30 pm) was considered a good way to move peak traffic into slow periods. Current branch appointment handling methods provide few workforce metrics to assist management in evolving the branch, e.g., they cannot provide metrics such as: “appointments vs. walk-ins ratio”. Mobile/web member-initiated appointments are coming – few CUs have the technical or operational infrastructure needed to meet this member expectation. Key Takeaway:  the ability to set Branch Appointments is an effective way for credit unions to bridge their online and offline channels and while starting the processes of transforming their branches into sales and service hubs.

Video Meeting Solutions for Remote Banking Services

A photo of two people having a video meeting on a computer. Better Branches offers a video meeting module called Flexible Branches Video, allowing Credit Unions to talk to their members.

In the digital age, remote banking services are more than a convenience—they are a necessity. With the rise of video meeting solutions, financial institutions can offer personal, real-time services to their customers regardless of geographic barriers. This article explores the integration of video meeting solutions into remote banking services, highlighting their benefits, implementation strategies, and best practices. Introduction to Video Meeting Solutions in Banking What Are Video Meeting Solutions? Video meeting solutions involve software platforms that enable virtual face-to-face interactions between bank staff and customers using video calls. These platforms are designed to simulate an in-branch experience, providing personal customer service without the need for physical presence. Why Incorporate Video Meetings in Banking? The adoption of video meeting solutions allows credit unions and banks to extend their reach, offer extended service hours, and improve customer satisfaction by providing convenient, immediate banking assistance. Benefits of Video Meeting Solutions Expanding Accessibility Imagine talking to your credit union manager or loan officer from your living room or while at a park. Video meetings make this possible. You don’t need to travel to a branch, which is great if you live far away or find it hard to move around. This technology lets you connect with your credit union no matter where you are, just like video calling your family. Good to Know: You can use any device with a camera, like your smartphone or tablet, to start a video meeting with your credit union. It’s just like making a video call to a friend! Enhancing Customer Experience Have you ever wished that banking felt more personal? Video meetings help make this happen. When you can see and talk to someone face-to-face, even through a screen, it feels more friendly. Credit unions can give you advice, help solve your problems, and really get to know you through these video chats. This makes you feel valued and builds trust, making you more likely to stick with your credit union. Good to Know: Some credit unions even let you schedule video meetings ahead of time, so you can plan when to discuss important things, just like setting up a coffee date. Operational Efficiency Think of how much time you spend traveling to a branch and waiting for your turn. Video meetings cut all that out. They save money for credit unions because they need less space and fewer resources like electricity and furniture. They also make things more efficient by letting staff talk to more members in less time, without anyone having to travel. Good to Know: Credit unions that use video meetings can sometimes help you faster and more often because their staff isn’t tied up with only the people who walk into a branch. Implementing Video Meeting Solutions in Banking Choosing the Right Platform When your credit union starts using video meetings, the first big step is picking the right platform. There are many video conferencing solutions. This is super important because it needs to be safe, work well, and follow strict rules set by people who watch over privacy and security in banking. You want a system that keeps all your chats private (that’s what end-to-end encryption does), is easy for everyone to use, and works well with the computer systems the credit union already has. Training and Adoption Just having the tools isn’t enough. Everyone needs to know how to use them. Credit unions should teach their staff how to use video meeting tools so they can help you best. And for members like you, they should make easy guides or maybe even quick video tutorials that show you how to start a video call. This makes sure everyone feels okay using the new tech. Good to Know: Some credit unions might offer a demo video call when you first try out their service, so you can learn by doing without the pressure of an official appointment. Marketing the New Service It’s not enough to just have video meetings available—you have to let people know about it! Credit unions should tell their members all about their new video meeting options. They can send emails, post on social media, or even put up signs in branches. This helps you and others learn about how you can talk face-to-face with credit union staff from anywhere, all through video! Good to Know: Look out for special promotions or informational webinars that introduce how to use video banking. Joining these can sometimes give you helpful tips and maybe even perks for using the new service. Best Practices for Video Meeting Solutions in Banking Maintain High Security Standards When we talk about video meetings in banking, keeping things safe and private is super important. Banks need to make sure they use really strong security steps to keep your info safe during video chats. This means using tough-to-crack security stuff and keeping their systems updated all the time so no bad guys can sneak in. Good to Know: Always check for a little padlock icon in the address bar of your video meeting platform to ensure the connection is secure. Ensure High-Quality Video and Audio Nothing is worse than a video call where you can’t see or hear the other person well, right? That’s why banks should use really good cameras and microphones. This makes sure you can see and hear everything clearly, making the chat feel more like a real face-to-face meeting. Good to Know: If you’re preparing for a video meeting, finding a quiet spot and using headphones can really help make the conversation clearer. Schedule Flexibly People are busy, and everyone has different schedules. Banks can make it a lot easier by letting you choose times for video meetings that work best for you. This way, whether you’re an early bird or a night owl, you can find a time that fits your life without having to rearrange your whole day. Good to Know: Many banks now offer booking through an app or website, where you can see all available times and book your

Lobby Queues can improve Staff Performance

A photo of staff in a credit union working together. Better Lobby software can improve teamwork of credit union staff and lobby efficiency.

[Updated April 2025] Why Time Matters: How Better Lobby Helps Credit Unions Serve Busy Members According to Gallup, half of Americans feel they don’t have enough time in the day. That’s especially true when it comes to running errands like visiting the credit union. Members want fast, friendly service—but they also want to feel like their time is respected. Staff Performance is critical for better member experience. This reality brings up four important questions for credit union leaders: How long will members wait before they become frustrated? Does waiting make members less open to longer conversations or sales? Are you staffed properly when foot traffic spikes? How can you make the most of the short time you have with each member? Better Lobby helps credit unions answer all of these questions with smart lobby management tools—starting with self check-in kiosks and member data collection. Prepare Before the Conversation Starts Helping Staff Performance When members check in using a Better Lobby kiosk (or a mobile link), they’re asked to provide: Their name or member ID The reason for their visit (e.g., open an account, apply for a loan, update contact info) This simple step gives your member service reps (MSRs) a huge advantage: they can review the member’s info, prepare materials, and focus their time before the meeting even starts. That leads to: ✅ Shorter wait times ✅ More productive conversations ✅ Higher member satisfaction ✅ Stronger opportunities for cross-selling Make the Most of Every Minute Better Lobby isn’t just about keeping the line moving—it’s about maximizing the quality of each interaction. When your team is informed and prepared, they can get straight to helping members—without rushing or scrambling. Helping credit unions succeed. Even better, the system provides real-time data and reports to help managers: Staff up during peak hours Reduce bottlenecks Spot trends in service demand This leads to fewer delays, smoother visits, and better use of everyone’s time. Using Wait Time Data to Improve Member Satisfaction No one likes waiting—especially when it comes to handling their money. For credit unions, managing wait times is a key part of delivering a great member experience. That’s why Better Lobby makes it easy to track, understand, and improve wait time performance across all branches. See the Full Picture of Wait Times Better Lobby tracks wait time data in real time and stores it in over 50 easy-to-use reports. You can view: ⏰ Average wait time by hour 🗓️ Trends by day of the week 📍 Wait times across different branch locations This helps branch managers answer important questions like: When are we the busiest? Which branch has the longest waits? Do we need more staff at certain times? Going Deeper with Business Intelligence Tools Some credit unions want to go even further. That’s why Better Lobby allows access to wait time data directly from its SQL database. This means your team can: Pull Better Lobby data into business intelligence (BI) tools like Power BI or Tableau Combine it with other data (like core system info, staffing schedules, or survey results) Create custom dashboards to spot trends, identify issues, and improve planning This level of insight helps credit unions make smarter staffing decisions, improve scheduling, and most importantly—reduce wait times for members. Why Wait Time Data Matters for Members When members experience long waits, even great service can feel frustrating. But when branches are staffed appropriately and running smoothly, members feel: ✅ Valued and respected ✅ Less rushed or anxious ✅ More open to asking questions or learning about other services In short, shorter waits = happier members. Final Thoughts Better Lobby doesn’t just help you manage member traffic—it helps you improve the quality of every visit. By using wait time data effectively, your credit union can plan better, respond faster, and create a smoother experience for every member who walks through the door. Whether you’re using built-in reports or connecting to a BI platform, Better Lobby gives you the tools to turn wait time data into real-world service improvements. Request a demo The following section is the original post from January 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Gallup polls show that half of Americans feel that they are pressed for time in their daily lives. For credit unions looking to deliver stellar service, this fact of life brings up four big questions: How long will members wait for service and remain “happy”? Does waiting time erode “consulting” time, because the member becomes anxious to leave? Are you adequately staffed for traffic surges? How to do you make the most of the limited time spent with a member? At Better Branches Technology, we know from experience that platform staff performance improves if Platform Staff know the member’s identity and the purpose of their visit prior to starting their interaction with the member.  Knowing this, the MSR can prepare for the meeting – review the account, assemble product collateral and generally “get focused”. Key Takeaway: Lobby Management applications with member check-in kiosks can improve platform performance by immediately capturing visitor identity and visit purpose. The additional information will pay big dividends in new sales and member satisfaction.

Branch Offers Made Easy

[Updated April 2025] How Better Lobby Helps Credit Unions Strengthen Relationships with Cross-Selling and Visit History Tools Building long-term relationships with members is one of the biggest strengths of credit unions. Credit Unions Strengthen Relationships is a core part of what a credit union does. But keeping those relationships strong requires more than just good service—it takes the right tools to track member needs, understand behavior, and follow up effectively. That’s where Better Lobby’s Cross-Selling and Visit History tools come in. Together, they help credit union staff deliver smarter, more personalized service during every visit—without adding extra work. 🧾 What Is Visit History? Better Lobby’s Visit History feature gives staff an instant view of a member’s previous visits to the branch. This includes: 🗓️ Date and time of each visit 📍 Branch location they visited 💬 Service requested (e.g. new account, card replacement, loan info) 👤 Staff member who helped them 📝 Internal notes from each visit Instead of starting every conversation from scratch, staff can pick up where the member left off—making each interaction faster, friendlier, and more helpful. 🔁 What Is the Cross-Selling Tool? Cross-selling isn’t about pushing products—it’s about offering relevant solutions when a member needs them. The Better Lobby cross-selling tool allows staff to: Record products or services discussed during the visit Track whether the member was interested, declined, or accepted Mark if a follow-up is needed See this information linked to that member’s future visits This tool keeps cross-selling efforts organized, consistent, and respectful—so every conversation adds value, not pressure. 💡 How These Tools Work Together Here’s a quick example: Let’s say a member comes in to replace a debit card. During the visit, the MSR notices they don’t have overdraft protection and asks if they’d like to learn more. The member says, “Maybe next time.” With Better Lobby, the MSR logs that brief conversation into the Cross-Selling tool. The next time the member visits, the new MSR can see that note in the Visit History—and follow up at the right time. This small detail makes a big difference. It shows members that you remember them, understand their needs, and aren’t just repeating the same pitch every visit. 🌟 Benefits for Credit Unions Using Better Lobby’s Cross-Selling and Visit History tools can help credit unions: ✅ Provide more personalized service✅ Increase member satisfaction and loyalty✅ Boost adoption of helpful products and services✅ Improve staff awareness and communication✅ Ensure a consistent experience across branches Whether you have one branch or twenty, these tools help your team stay informed, coordinated, and focused on what matters most: building trust with your members. What Is “Next Best Offer” and Why Does It Matter? The “next best offer” is all about giving members the right product or service at the right time. Instead of sending out the same message to everyone, you use what you know about a member—like their recent activity or life stage—to offer something that fits their needs. For example, if a member just opened a checking account, the next best offer might be a savings account or a credit card. If they recently paid off a loan, it might be a good time to talk about a home equity line. Timing and relevance are everything. When offers feel helpful—not random—members are more likely to say yes. And that leads to more than just sales. It builds trust, deepens relationships, and makes members feel like their credit union really understands them. Better Lobby’s Offers Made Easy helps make this happen—without the complexity of a full CRM—by putting simple, targeted tools in the hands of your front-line team. How Offers Made Easy Solves Common Challenges Many credit unions want to offer more personalized services—but they get stuck using expensive, complex CRM systems that staff don’t enjoy using. That’s where Offers Made Easy comes in. No CRM? No problem. Offers Made Easy works with or without an MCIF system, making it a flexible solution for small and mid-sized credit unions. Simple for staff. The tool is designed with front-line employees in mind. It’s easy to learn, fast to use, and doesn’t require any technical background. If your team can use Facebook, they can use this. No IT headaches. There’s no need to connect to a complicated database or set up a new system. You can start creating member-specific offers quickly—without the high cost or hassle of traditional CRM tools. With Offers Made Easy, your team can focus on what they do best: serving members with helpful, timely offers that actually make a difference. Real-Time Tracking and Reporting to help Credit Unions Strengthen Relationships With Offers Made Easy, credit unions don’t have to guess what’s working—Better Lobby shows you in real time. See everything in one place. Managers get access to easy-to-read dashboards that track staff activity, member responses, and outcomes. You can instantly see how many offers were made, who saw them, and which ones led to action. Track conversations, not just clicks. Better Lobby’s cross-selling tool lets staff record what they talked about with each member. This gives you a clearer picture of how your team is engaging and where opportunities are being created. Spot trends fast. Whether it’s one branch outperforming another or a particular product getting strong interest, Better Lobby helps managers respond quickly and make smarter decisions. With live data at your fingertips, you can improve performance, recognize top staff, and keep cross-selling efforts focused and effective. Designed for Credit Unions of All Sizes Offers Made Easy was built with credit unions in mind—especially small and mid-sized institutions that need powerful tools without the big price tag. Affordable and easy to start. You don’t need a massive IT team or a huge budget. Better Lobby makes it simple to get up and running, with tools that work right out of the box. Perfect for growing credit unions. Whether you have one branch or many, Offers Made Easy is flexible and scalable. As your credit union grows, the platform grows with you. Big results, small

Online Queuing Systems for Credit Union Branches

A photo of people in a credit union in a queue waiting in line. The better lobby online queue helps both credit union staff and credit union members to optimize the branch and helps to reduce branch wait-times.

In today’s fast-paced world, credit unions are continually looking for ways to enhance operational efficiency and improve member satisfaction. One of the most effective solutions is the adoption of online queuing systems. These systems streamline the process of managing member visits, reducing wait times and optimizing service delivery in credit union branches.  Introduction to Online Queuing Systems What is an Online Queuing System? Imagine you want to visit your credit union, but you don’t want to wait in a long line. An online queuing system is like having a magic ticket that lets you join the line from anywhere — your home, work, or while running errands — using just your phone or computer. This smart system keeps you updated with real-time alerts about your spot in the line and how long you’ll wait before it’s your turn. This means you can plan your visit perfectly without wasting time sitting in the lobby. Sometimes this system is called a virtual queue. Online Queuing Systems for Credit Union allows members to be added to this virtual queue. Similar to a fast lane at amusement parks. Good to Know: Using this system is as easy as checking the weather on your phone. It tells you the best time to visit so you can slide right into your turn without the wait. Importance of Online Queuing Systems for Credit Union Credit unions are all about making members feel valued, much like a favorite coffee shop where the barista knows your order. If the service is slow, customers might think about going somewhere else. Queuing systems help credit unions make every member’s visit smooth and fast. Members get happy because they don’t have to wait long, and the staff can see who’s coming and get ready to help them right away. It’s a win-win: members feel taken care of, and the credit union works like a well-oiled machine. Good to Know: These systems help credit unions keep things running so smoothly that members feel like VIPs, making them want to come back again and again. Core Features of Online Queuing Systems for Credit Union Remote Queue Joining Imagine you can join a line at the credit union from your home or while doing errands. Just like picking the best time to go to a grocery store, you can check on your phone or computer to see how many people are waiting at the credit union. This way, you can decide when to go so you don’t have to wait too long. Good to Know: You can use the same website or app where you check your account to join the queue. It’s super easy and saves you a lot of time. Automated Notifications When you’re in the queue, you won’t have to keep checking how long until it’s your turn. The system will send you messages to tell you when it’s almost your turn. You can go on with your day and just show up when it’s time for your turn. Good to Know: Make sure you have notifications turned on in the app so you don’t miss your turn! Data Insights The credit union keeps track of how many people visit and how long they wait. This helps them figure out how to make things better. For example, if Monday mornings are super busy, they might put more staff on to help everyone faster. Good to Know: Your credit union uses this information to make your visits quicker and more enjoyable, not to keep track of what you do. Implementing Online Queuing Systems in Credit Unions Integration with Existing Systems When credit unions start using online queuing systems, it’s like adding a new piece to a puzzle. This new piece needs to fit perfectly with the other pieces (like the computer systems they already use) so that everything works smoothly together. This means when you join a line using your phone, the system knows and keeps everything organized. Good to Know: This integration helps your credit union keep all its information in one place, so they don’t mix up details or lose track of what you need help with. Staff Training Just like learning to use a new smartphone, the staff at your credit union needs to learn how to use the new queuing system. They get special training to make sure they know how to handle the software like pros. This way, they can help you better and make sure everything goes fast and easy when you visit or call. Good to Know: After training, staff can answer your questions about the queue system quickly and easily, making your experience better. Member Education It’s also super important for you, the member, to understand how to use the queuing system. The credit union will teach you through emails, messages on social media, and signs when you visit. They want to make sure you know how to join a queue or check your place in line without any hassle. Good to Know: Watch out for simple guides and tutorials from your credit union on how to use the queuing system. They’re made to make your life easier and save you time. Best Practices for Managing Online Queues Real-time Monitoring Think of real-time monitoring like keeping an eye on a busy playground. Credit unions watch their queues closely, just like a teacher watches students. This helps them see how busy they are and lets them send more staff to help out when it gets too crowded. This way, they make sure everyone gets served quickly and smoothly. Good to Know: This monitoring helps the credit union make quick decisions, like calling in more staff during surprise busy times, so you don’t have to wait too long. Feedback Collection Just like how your opinion matters when you’re eating at a restaurant, credit unions care about what you think of their service. They ask you how your experience was using tools right in the queuing system. Your feedback helps them make things better, like changing how

The Future of Banking: How Credit Unions Can Stay Competitive with Innovative Tech

An image of a drone flying representing Credit Unions using Technology to stay ahead of competition in the Future

In today’s fast-evolving financial landscape, credit unions are finding it increasingly crucial to adapt and innovate to meet the growing expectations of their members. The adoption of advanced technology not only enhances operational efficiency but also significantly boosts member satisfaction and retention. This blog explores essential technologies such as online queuing systems, video meeting platforms, and advanced mobile banking features that are reshaping the future of banking. By integrating these innovations, credit unions can stay competitive and relevant in the digital age, ensuring they not only meet but exceed member expectations. The Importance of Staying Competitive with Innovative Tech In the financial sector, credit unions face a unique set of competitive pressures. Unlike large banks with vast resources at their disposal, credit unions often operate with more limited budgets and must find innovative ways to attract and retain members. This dynamic landscape demands agility and forward-thinking strategies to stay relevant and competitive. Navigating Competitive Pressures Credit unions are not just competing with other local or national credit unions but also with major banks, fintech startups, and online financial service providers. These competitors often deploy cutting-edge technology solutions to improve their services and efficiency, setting high standards for member expectations. Credit unions, therefore, must adopt strategies that leverage technology to match or exceed these offerings to maintain their member base and grow. Technology as a Differentiator Technology can be a significant differentiator in the crowded financial marketplace. For credit unions, adopting innovative tech solutions isn’t just about keeping up with competitors; it’s about creating unique value propositions for their members. Technologies that streamline operations, such as online queuing systems, not only enhance efficiency but also drastically improve the member experience by reducing wait times and adding convenience. Similarly, video meeting platforms can extend the reach of credit unions beyond their physical branches, offering members the flexibility to engage with financial advisors from the comfort of their homes or on the go. This level of accessibility is particularly appealing to younger members who prefer digital interactions and value the convenience of remote banking services. Moreover, integrating advanced technologies helps credit unions collect and analyze data to understand member needs better and tailor services accordingly. This data-driven approach can lead to more personalized member experiences, increasing satisfaction and loyalty. In conclusion, for credit unions, staying competitive in today’s financial landscape means embracing the role of technology not only as a tool for operational efficiency but also as a cornerstone for member engagement and satisfaction. By doing so, they position themselves as progressive, member-focused institutions ready for the future of banking. Key Technologies Driving Change As credit unions navigate the rapidly evolving financial landscape, several technologies are proving instrumental in transforming their operations and member services. Let’s explore how online queuing systems, video meeting platforms, and mobile banking enhancements are driving this change. Online Queuing Systems One of the most impactful technologies for credit unions today is the online queuing system. This technology allows members to reserve their spot in line before they even arrive at the branch, significantly reducing physical wait times and enhancing the overall service experience. The ability to manage queue times effectively not only streamlines branch operations but also improves member satisfaction by respecting their time and commitments. Furthermore, this system provides valuable data that can help credit unions better understand peak times and member flow, allowing for more efficient staff allocation and resource management. Video Meeting Platforms Video meeting platforms have revolutionized the way credit unions interact with their members. These tools extend the reach of credit unions, allowing them to offer personal, face-to-face service without the need for members to visit a branch. This is particularly beneficial for members who live far from branches or have mobility issues. Video meetings are not just a convenience; they are a necessity in today’s digital world where consumers expect flexibility and accessibility. They allow for consultations, document sharing, and even complex financial advisory services to be conducted remotely, providing a seamless and secure member experience. Mobile Banking Enhancements The surge in mobile banking technology has brought numerous enhancements that are critical for credit unions aiming to stay competitive. Innovations in mobile platforms now offer more than just basic transaction capabilities; they include features like biometric security, personalized financial insights, real-time notifications, and more. These enhancements not only improve the security of mobile banking transactions but also enhance the user experience by making banking more intuitive, personalized, and accessible at any time. Advanced features such as mobile check deposit, instant block/unblock features for lost cards, and customized alerts add layers of convenience that appeal to tech-savvy consumers. Implementation Challenges and Solutions Adopting new technologies can revolutionize the way credit unions operate and serve their members, but it often comes with its own set of challenges. Understanding these obstacles and how to effectively overcome them is crucial for a smooth transition and successful implementation. Common Obstacles Credit Unions Face When Adopting New Tech Resistance to Change: One of the most significant barriers is the natural resistance to change from both staff and members. People are generally accustomed to their routines and might be skeptical about new systems and processes. Integration with Existing Systems: New technologies must work seamlessly with existing legacy systems, which can be complex and time-consuming. Integration issues can lead to operational disruptions and user frustration. Training and User Adoption: Ensuring that all staff are adequately trained and comfortable with new technology is essential. Poor training can lead to low adoption rates and not utilizing the technology to its full potential. Cost Constraints: Budget limitations can restrict the ability to adopt the best solutions or implement them in the most effective way. This can result in partial deployments that fail to deliver expected benefits. Security Concerns: With any new technology, especially those involving data transfer and online interactions, there are significant security concerns that need to be addressed to protect member information and comply with regulations. Strategies to Overcome These Challenges Comprehensive Change Management: Implement a robust change management strategy

How Credit Unions Can Streamline Operations with Self-Service Kiosks

An illustration of a kiosk in a credit union. Better Lobby software platform helps credit unions offer self check in kiosk for credit union members to check themselves into the queue.

Self-service kiosks are becoming an essential tool in credit unions. They are simple machines that let members check in, make appointments, or access services without needing a staff member to assist them. By using these kiosks, credit unions can provide faster, more convenient services, making things easier for both members and staff. Why Self-Service Kiosks Are Important for Credit Unions For credit unions, making members happy is key to keeping them around. Self-service kiosks help by giving members a quick and easy way to manage their banking needs. They can check in for their appointments, sign up for new services, and get the help they need—all on their own. This not only saves time for members but also helps the staff focus on more important tasks, making the whole credit union run smoother. Better Lobby’s Self-Service Kiosk Solution Here’s where Better Lobby comes in. Better Lobby offers self-service kiosks tailored specifically for credit unions. These kiosks are designed to make the lobby experience easier and more efficient. With features like contactless check-ins using QR codes, members can use their smartphones to access services without needing to touch any shared devices. This makes things not only faster but also more hygienic, especially when health is a concern. What You’ll Learn in This Blog Post In this blog post, we’ll explore the benefits of using self-service kiosks in credit unions. We’ll dive into how these kiosks can streamline operations, cut down on wait times, and improve member satisfaction. We will focus on key aspects like: How Better Lobby’s kiosks fit the unique needs of credit unions. Real-world examples of how these kiosks enhance member experiences. Practical tips on how credit unions can integrate these kiosks smoothly into their current setup. By the end of this post, you will have a clear understanding of how self-service kiosks can make a big difference for both your members and your staff. Benefits of Self-Service Kiosks in Credit Unions Self-service kiosks offer a lot of great benefits for credit unions. They are easy-to-use machines that help both the credit union and its members in many ways. Here’s how they can make a big difference: Streamlined Check-In Process: With self-service kiosks, members can check themselves in when they arrive at the credit union. They don’t have to wait in long lines or talk to a staff member just to get started. This speeds up the entire process and helps keep the lobby less crowded, which is especially useful during busy times. This blog will show you how “self-service kiosks for credit unions” are becoming a must-have to improve the lobby experience for everyone. Increased Operational Efficiency: Self-service kiosks allow the staff to focus on more important tasks instead of handling routine check-ins and managing queues. Staff members no longer have to manually take down names or keep track of who came in first. The kiosks take care of that! This means employees can spend more time assisting with member accounts, loans, and other complex services that need their personal touch. Enhanced Member Experience: Members love convenience! Self-service kiosks let them do things on their own time. Whether they are checking in for an appointment, scanning a QR code to get in line, or finding the right service, it’s all at their fingertips. This makes members feel more in control of their experience, and happy members are more likely to stay loyal to your credit union. Data Collection: One of the hidden benefits of self-service kiosks is their ability to collect data. When members use the kiosk, it gathers valuable information like peak hours, common services requested, and member preferences. This data can help the credit union understand what members need and how to serve them better. Having this information means the credit union can make smarter decisions about staffing, services, and overall operations. Cost-Effective Solution: Investing in self-service kiosks can save money in the long run. With kiosks handling basic tasks, the credit union may not need to hire as many staff members or spend money on building bigger lobbies. While there is an upfront cost to getting the kiosks, they pay off over time by improving efficiency and reducing other expenses. Good to Know: For credit unions looking to optimize their member services, self-service kiosks are more than just a convenience; they are a strategic investment. The data collected through these kiosks can also be fed into other systems, like customer relationship management (CRM) software, to provide a holistic view of member interactions and improve decision-making. Key Features of Better Lobby’s Self-Service Kiosk Self-service kiosks are great for making things easier for both the credit union and its members. Better Lobby’s self-service kiosks come with many helpful features designed to improve member service. Let’s go over some of these key features to understand how they can help. Customizable Check-In Options: Better Lobby gives credit unions the ability to set up their check-in process exactly how they want it. Members can check in for appointments, walk-ins, or even online queuing, all based on what the credit union offers. This flexibility makes it easier for members to get the service they need and keeps the lobby organized. By having different check-in options, credit unions can better manage their daily operations and ensure each member gets the right service at the right time. QR Code Kiosk for Contact-Free Check-In: The kiosk has a really cool feature that uses QR codes. Members can scan a QR code using their phone to check in, without having to touch the kiosk screen. This is especially helpful for keeping things clean and safe in the lobby. It’s also fast and easy for members to use! This contact-free check-in option has become increasingly popular, especially during times when reducing shared touchpoints is important for health and hygiene. It’s one of the reasons why “self-service kiosks for credit unions” are becoming a key tool in today’s world. Multi-Language Support: Credit unions serve members from all kinds of backgrounds. Better Lobby’s self-service kiosks come with

Using Better Lobby’s Appointment Features to Tackle Peak Times

Managing a busy credit union can be a big challenge, especially when lots of members come in at the same time. This is called “peak times,” and it can make both members and staff feel rushed and overwhelmed. That’s where Better Lobby comes in! We have some really cool tools that can help your credit union handle busy times much better. Our appointment features are like having a superpower that helps you plan who comes in and when, making everything run smoother and keeping everyone happier. Let’s dive into how these tools can make a big difference at your credit union during those busy rush hours!   Understanding Peak Times in Credit Unions Peak times at credit unions can be quite a hustle. Think of it as the busiest part of your day when everyone seems to need something at the same time. During these times, lines can get long, waiting times increase, and both members and staff might start to feel a bit stressed. Common Challenges During these high-traffic periods, common challenges include managing a large influx of members efficiently, ensuring that each one receives prompt and personalized service, and keeping the staff from being overwhelmed. Non-appointment Solutions Usually, credit unions might try to manage these periods by increasing staff hours, opening more service counters, or just trying to work faster. But these solutions can be like putting a band-aid on a bigger issue—they help a bit, but not enough. Why Appointments Are a Great Solution Appointments come into play as a fantastic solution for these times. By scheduling members’ visits, you can spread out the demand evenly throughout the day or week, making sure that everyone gets the attention they need without the wait. It’s like making a dinner reservation at a busy restaurant—your table is ready when you arrive, no waiting needed! Good to Know For those interested in a deeper dive, peak times can significantly impact operational efficiency and member satisfaction. Using predictive analytics, credit unions can not only manage but anticipate high-traffic periods, optimizing staffing and resources accordingly. This proactive approach minimizes bottlenecks and enhances member experience by aligning resources with predicted member demand trends. Strategies for Managing High Traffic When your credit union hits peak times, it can feel like a traffic jam in your lobby. Everyone wants quick service, but the rush can slow everything down. Let’s talk about how Better Lobby’s appointment scheduling system can help you manage the crowd smarter, not harder. Queuing theory is all about making lobbies and queues the most efficient. Effective Traffic Distribution Better Lobby’s appointment system is like having a traffic officer who helps direct the flow smoothly. By scheduling appointments, you can distribute member traffic throughout the day more effectively. This means no more all-at-once rushes; instead, you get a steady, manageable flow of members. Scheduling Strategies Here are some smart strategies you can use: Staggered Appointments: Schedule appointments at intervals that prevent bottlenecks. This keeps the service pace steady and manageable. Priority Scheduling: For services that always seem in high demand, set aside specific times for them. This ensures that these services are available when members need them most without overwhelming your staff. Walk-in Times: While appointments are great, it’s smart to block off times specifically for walk-ins. This flexibility is crucial for members who may not be able to plan ahead. Flexible Booking Options Allow members to book their appointments in a way that suits their urgency and your workflow. Some credit unions allow booking right up to the hour or even a day ahead, which can either encourage members to plan their visits or discourage spontaneous in-branch appointments, depending on your operational philosophy. Good to Know For the analytically minded, consider how these strategies can be dynamically adjusted based on real-time data and predictive analytics. For instance, if your data shows a recurring spike in demand mid-week, adjust your scheduling tactics to either throttle or encourage traffic during these times. This approach not only smoothens out operational hiccups but also aligns closely with an efficiency-first strategy, ensuring that member satisfaction remains high while operational burdens are minimized. Leveraging Predictive Analytics to Tackle Peak Times Predictive analytics sounds complicated, but at its core, it’s about using what happened yesterday to make smarter choices today. 📊 Better Lobby harnesses this power to help credit unions prepare for the busy times before they happen. How Predictive Analytics Works in Better Lobby Better Lobby’s system takes a close look at past appointment data—what times were busiest, what services were most in demand, and how these trends played out over days, weeks, or months. This isn’t just looking at numbers; it’s about spotting patterns that tell us what might happen next. Better Lobby Reports: These detailed reports pull together data from past appointments to highlight trends and patterns. This isn’t just about counting visits—it’s about understanding them. Real-Time Dashboard: The dashboard provides almost real-time statistics on appointments. This isn’t just a look back—it’s a live look at what’s happening, which helps in making quick decisions when patterns start to change. Using Predictive Data for Staff and Resource Planning With this data, your credit union can plan better. If the analytics show that Wednesday afternoons are getting busier every week, you can schedule more staff for those times, or maybe even open an extra counter or two. This means when the rush hits, you’re ready for it, not just reacting to it. Good to Know For those interested in deeper data analysis, integrating predictive analytics with external business intelligence tools can enhance your strategic planning. Tools like Tableau or Microsoft Power BI can take the data from Better Lobby and combine it with other data sources—like transaction volumes or local event schedules—to create even more powerful predictive models. This holistic approach not only refines your staffing strategies but also aligns with broader business objectives, turning raw data into a strategic asset. Benefit Analysis Managing appointments might seem like just organizing a calendar, but it’s so much more—it’s

The Role of Real-Time Analytics for Credit Unions in Customizing Member Experience

real-time analytics for credit union member experience

Real-time analytics is like having super-fast updates about what’s happening right now. For credit unions—places where people save and borrow money—knowing things quickly is super important. It helps them make smart decisions fast, just like how a weather app updates you instantly about the weather, so you know if you need an umbrella. Purpose of the Post In this post, we’re diving into how special tools like Better Lobby use real-time analytics to help credit unions give a more personal touch to their services. Imagine if your credit union knew exactly what you needed before you even asked—that’s the power of real-time analytics. By using these fast updates, credit unions can make each member feel special, offering them just what they need, when they need it. Good to Know: Real-time analytics involves complex data processing technologies that capture and analyze member interactions as they occur. This allows credit unions to immediately adapt their services and communication, enhancing member satisfaction and engagement. Advanced users should consider integrating real-time data feeds into predictive models to not only respond to current member needs but also anticipate future demands. Understanding Real-Time Analytics Definition and Components Real-time analytics is like watching sports live. Instead of finding out scores later, you see everything as it happens. For credit unions, this means collecting information (like how many people are visiting), analyzing it quickly (figuring out what that information means), and reporting (telling the right people at the right time so they can do something about it). It’s all about getting and using data super fast! Importance in Credit Unions For credit unions, which are special banks for groups of people who work or live in the same place, real-time analytics is very important. It helps them see what their members need right away. This quick info lets them improve how they help their members. Like if many people come in at the same time, they can quickly get more staff to help so no one waits too long. This makes members happy because they get fast, good service that feels personal. Good to Know: In the context of credit unions, real-time analytics can drive strategic operational changes. For instance, by analyzing transaction times and member feedback instantaneously, credit unions can dynamically adjust staffing levels or even offer personalized financial advice. This proactive approach not only enhances member satisfaction but also optimizes resource allocation, ensuring that services are delivered efficiently and effectively. Advanced users should consider leveraging streaming analytics platforms that integrate seamlessly with existing CRM systems to maximize the utility of real-time data. Predictive Analytics for Credit Unions and Member Services Application of Predictive Analytics Imagine if your credit union could guess what you need before you even ask. That’s what predictive analytics does. It uses all the data from past actions to guess what members might need next. For credit unions, this means they can figure out what services members might want in the future. This helps them get ready to offer these services right when members need them, making everything feel more personalized and timely. Examples of Predictive Models For example, predictive analytics can help credit unions predict when members might need a loan. If someone starts checking out car loan information, the credit union might guess they’re thinking about buying a car soon. Or, if a member often overdraws their account near the end of the month, the credit union might offer them a short-term credit option before they hit a low balance, preventing fees and frustration. Good to Know: For the technically savvy, predictive analytics in credit unions often employ machine learning models that continuously learn from new data. This means the more data the system processes, the smarter it gets at forecasting needs. These models can be tuned to recognize patterns that indicate opportunities for cross-selling or risks of member attrition, allowing credit unions to proactively engage members with personalized offers or retention strategies. Advanced implementations might integrate these forecasts into automated workflows, triggering tailored marketing messages or personalized service alerts without manual intervention, thereby enhancing operational efficiency and member satisfaction. Integration with Business Intelligence Tools Connecting to BI Tools Better Lobby isn’t just great on its own; it can also connect with big brain tools like Tableau or Power BI. These tools help look at data in a smart way to make better decisions. By linking Better Lobby with these tools, your credit union can pull data straight into these platforms. This means you can see all the fancy charts and graphs that tell you about how members use your services, all updated in real time. Benefits of BI Integration When you mix Better Lobby with these smart business tools, you get to see your data in new ways. These tools can take lots of information and make it easy to understand through visual dashboards. You can track how quickly services are delivered, or see which days are busiest, all with pretty graphs that make it simple to understand. It’s like giving superpowers to your data, helping you make smart choices fast. Good to Know: For those who delve deeper into data, setting up real-time data streams into BI tools can transform static monthly reports into dynamic dashboards that update instantly with new data. This setup involves configuring data pipelines that push the latest operational metrics from Better Lobby directly to BI platforms. This real-time sync ensures that decision-makers have the most current data at their fingertips, enabling agile responses to emerging trends and operational challenges. This dynamic reporting capability can be pivotal during peak operational periods or promotional campaigns, offering insights that are both timely and actionable. Key Takeaways of Analytics for Credit Unions Recap of Key Points We talked a lot about how super cool real-time analytics are for credit unions. These smart tools help you see what’s happening right now, so you can make your members happier and your services snappier. By using data right when it happens, you can give your members just what they need

Optimizing Credit Union Operations with Better Lobby During Economic Challenges

Credit unions today are facing some tough problems During Economic Challenges. With money being tight for everyone, credit unions are seeing fewer deposits. They also don’t have enough people working, or sometimes there just isn’t enough staff to cover everything that needs to be done. Plus, with prices going up because of inflation, credit unions have to work with even smaller budgets than before. Inflation’s Impact Inflation means that the money we have buys less than it used to. For credit unions, this can be a big problem. It can make everything more expensive, from office supplies to what they need to pay for employee benefits. This makes it hard to provide the same level of service without spending more money. Meet Better Lobby This is where Better Lobby comes in. It’s a tool designed to help credit unions do more with less. Whether it’s dealing with fewer deposits, not enough staff, or just trying to stretch every dollar further, Better Lobby offers solutions like online queuing, appointment scheduling, and data analytics that can make a big difference. These tools help credit unions work smarter and give better service without needing more resources. Good to Know: For those who are more data-driven, it’s worth noting that leveraging technologies like Better Lobby can directly influence operational efficiencies. By automating routine tasks and optimizing staff deployment, credit unions can significantly reduce overhead costs while improving member satisfaction metrics. This strategic approach not only addresses immediate economic pressures but also sets up the institution for long-term financial health. Maximizing Member Engagement with Limited Resources Why Member Engagement Matters Keeping members engaged is more important than ever, especially when times are tough. When people feel valued and taken care of, they’re more likely to stick around, even when the economy isn’t doing well. For credit unions, engaged members can mean the difference between weathering a financial storm or facing tougher challenges. Affordable Solutions During Economic Challenges While big banks might spend lots of money opening shiny new branches or redoing old ones, credit unions often need to think differently. In an economic downturn, it’s not always feasible to invest heavily in physical spaces. Instead, credit unions can turn to technology to provide a great member experience without the hefty price tag. Leveraging Online Tools Better Lobby offers tools like online queuing and mobile appointment scheduling that help keep service levels high without the extra costs. These digital solutions allow members to manage their interactions with the credit union from anywhere, anytime, which not only makes life easier for them but also cuts down on the need for physical changes in the credit union’s lobby or purchasing new hardware. Expanding Reach with Video Meetings Video meetings are another way to extend the reach of your credit union’s services. They allow staff to connect with members remotely, whether they’re at a different branch or even at home. This flexibility ensures that all members have access to specialist advice when they need it, without requiring the credit union to staff each branch fully with every type of specialist. Good to Know: For the analytically inclined, it’s important to note that technologies like online queuing and video conferencing are not just about cutting costs—they also gather valuable data. This data can help credit unions understand member needs better and tailor services to meet those needs more effectively. Over time, this strategic use of technology can lead to higher member satisfaction and retention, proving that a small upfront investment in digital tools can yield significant returns in member loyalty and operational efficiency. Strategic Cost Management for Greater ROI Understanding Analytics and Reporting Better Lobby provides powerful analytics tools that help credit unions deeply understand how their operations are running. By analyzing patterns such as when members are most likely to visit, credit unions can optimize their staffing schedules. This ensures that they have enough employees during busy times without overspending during slower periods. Making Informed Decisions Data is a game-changer in managing a credit union efficiently, especially during tough economic times. With Better Lobby’s detailed reports, credit unions can see exactly where their resources are going and identify areas where they can save money without sacrificing service quality. For instance, analyzing member visit patterns might show that certain services can be moved online, reducing the need for physical space and in-person staffing. Executive Insights For credit union executives, maintaining a balance between profitability and high-quality member service is key. Better Lobby’s tools offer the kind of deep insights that can help make strategic decisions. Executives can use this data to adjust business models, enhance member satisfaction, and ensure that the credit union remains financially healthy even when budgets are tight. Good to Know: For those looking to dive deeper, integrating Better Lobby’s data with other business intelligence tools can provide even more nuanced insights. This can lead to predictive analytics, where executives are not just reacting to current trends but can forecast future shifts in member behavior or economic conditions, allowing for proactive strategic planning that can save money and boost member loyalty in the long run. Cost-Effective Strategies with Better Lobby Save Money with Multi-Year Contracts One of the easiest ways for credit unions to save money with Better Lobby is by signing up for multi-year contracts. These contracts often come with discounts that can significantly lower the cost over time compared to annual renewals. This long-term commitment not only helps in budgeting by locking in costs but also ensures continuous improvement in service without the hassle of renegotiating terms every year. Cost Competitiveness When comparing costs, Better Lobby stands out for its affordability, especially when you consider the breadth of features it offers. Unlike other solutions that might require additional investments in hardware or separate systems for different functionalities, Better Lobby provides a comprehensive suite at a competitive price. This is particularly important during economic downturns when credit unions are looking to maximize every dollar. Video Meetings for Efficiency Incorporating video meetings through Better Lobby is

Cost-Effectiveness of Lobby Management Systems in Credit Unions

Lobby management systems are special tools that help credit unions organize how members are served in the lobby. This technology makes sure members don’t wait too long and helps staff manage their tasks better. Think of it as a smart system that organizes the queue, so everyone knows their turn, just like taking a number at a deli but much smarter! This is about Cost-Effectiveness of Lobby Management. Why is this important for credit unions? Well, using a lobby management system can save money and make members happier because they get helped faster and more smoothly. This post will talk about how these systems not only pay for themselves over time but also make the credit union’s operations cheaper and better. Advanced Tip: For those interested in the deeper financial aspects, this system’s return on investment (ROI) can be quantified by looking at metrics such as reduced staffing costs during non-peak hours, improved member retention rates due to enhanced service quality, and decreased operational waste through streamlined processes. By using historical data from before and after the implementation, credit unions can precisely measure the impact on their bottom line.   Cost-Effectiveness of Lobby Management When a credit union decides to install a lobby management system, there are some costs to consider at first. This includes buying the software and any special equipment needed to run it, like computers or tablets. This might sound expensive, but let’s see how it actually saves money over time. Initial Setup and Operational Costs: Setting up a lobby management system involves some upfront spending. You’ll need to pay for the software, which is the brain of the system, and you might also need to buy some gadgets that help the software do its job. For example, kiosks or digital displays might be set up in the lobby for members to interact with. There might also be costs for training staff on how to use the new system efficiently. Operational Savings: Here’s where the good news comes in! Once everything is up and running, this system can help save money. First, it automates many tasks that people used to do, like organizing who’s next in line. This means you might not need as many staff on busy days because the system is helping manage the flow of members. Plus, because members are getting helped faster and feel better about the service, they’re more likely to stick with your credit union, which saves money on marketing costs to replace lost members. Advanced Tip: By automating routine tasks, lobby management systems not only reduce the physical presence required but also allow staff to focus on more complex, value-added interactions with members. This can lead to increased sales of additional services and improved cross-selling opportunities. Detailed analytics provided by these systems can further refine staffing models and operational efficiencies, turning qualitative assumptions into quantifiable data. This data-driven approach ensures that credit unions are not merely saving money but are also investing in areas that offer the highest return on engagement.   Enhancing Service Quality One of the biggest ways a lobby management system helps is by making things faster and smoother in the credit union. This means members spend less time waiting and more time getting the help they need, which makes them happier and more likely to stick around. Reduced Member Wait Times: Nobody likes to wait, especially when they have busy lives. With a lobby management system, members can see reduced wait times because the system organizes everything so efficiently. This means they get to speak to someone about their needs much quicker. Happier members are good news for the credit union because happy members usually stay members for a long time. Improved Service Delivery: Besides just reducing wait times, these systems make sure that everything runs more smoothly. For example, they can guide members to the right service point or staff member without confusion. This organization helps cut down on mistakes, like members being sent to the wrong desk or having to wait longer because of mix-ups. When members see that their credit union is organized and respectful of their time, they feel more taken care of, which boosts their overall satisfaction. Advanced Tip: While shorter wait times and smooth service are immediately noticeable to members, the subtle integration of real-time feedback mechanisms can further enhance service quality. By incorporating feedback tools directly within the lobby management system, credit unions can not only track service quality but also immediately address any member concerns. This proactive approach not only mitigates potential dissatisfaction but also demonstrates a commitment to continuous improvement, fostering deeper trust and loyalty among members.   Impact on Member Retention Keeping members happy is super important because it helps make sure they don’t leave for another credit union. A good lobby management system can play a big role in making members stick around by making their visits better and faster. Decreasing Member Churn: When members have quick and pleasant experiences every time they visit their credit union, they’re less likely to leave. Why would they go somewhere else if they’re happy with the service they’re getting? Efficient services that save time can turn a routine bank visit into a positive part of a member’s day, and that’s something they’ll want to keep coming back to. Case Studies: Let’s look at some real-life examples: See real world case studies from credit unions using better lobby Advanced Tip: In assessing the impact on member retention, credit unions can further utilize data analytics features of lobby management systems to identify specific service points or times that correlate with higher satisfaction and retention rates. By deeply analyzing this data, credit unions can not only replicate successful strategies across other branches but also customize their member engagement efforts to target at-risk members with personalized interactions or promotions, thereby preemptively addressing potential dissatisfaction and boosting retention.   Long-Term Financial Benefits Using a lobby management system can really help a credit union save money and make more money over time. Let’s

How to Train Your Staff to Maximize the Benefits of Better Lobby

When a credit union adopts new technology like Better Lobby, it’s not just about installing software or setting up new systems—it’s about empowering your team to use these tools effectively. Proper training is the key that unlocks the full potential of any technology, ensuring that your staff can use it confidently and competently. This is especially true for Better Lobby, where leveraging its features can significantly streamline operations and improve member services. This blog will provide tips and tricks on how to Train Your Staff to Maximize Better Lobby’s tools. Why Training Matters: Thorough training ensures that every team member understands how to use Better Lobby to its fullest potential. This doesn’t only make daily tasks easier but also enhances the overall member experience your credit union offers. Well-trained staff can handle member requests more efficiently, manage queues effectively, and personalize member interactions—turning routine operations into opportunities for member satisfaction and retention. Advanced Tip: For managers and team leaders, consider adopting a train-the-trainer approach. Select a few team members to become Better Lobby experts who then help train others. This strategy not only fosters a deeper understanding of the system among key staff but also helps in creating in-house experts who can troubleshoot and provide ongoing peer support. Understanding Better Lobby: A Game-Changer for Credit Union Operations Better Lobby is more than just software; it’s a comprehensive platform designed to transform how credit unions manage their daily operations and interact with members. By integrating various functionalities such as queue management, appointment scheduling, and real-time analytics, Better Lobby streamlines the way credit unions operate, making them more efficient and member-friendly. Key Features of Better Lobby: Queue Management: Automatically organizes member flow through digital queuing, reducing wait times and improving lobby traffic management. Appointment Scheduling: Allows members to book appointments online, which helps in managing staff workload and enhances the member experience by minimizing wait times. Real-Time Analytics: Provides actionable insights into member behavior and staff performance, enabling better decision-making and service adjustments on the fly. Enhancing Operations and Member Service: Better Lobby’s integration into your credit union’s operations means smoother service delivery and more satisfied members. By reducing the chaos of manual processes and introducing structured digital interactions, credit unions can offer faster, more accurate services. Whether it’s handling a rush of members efficiently or ensuring that each member feels attended to and valued, Better Lobby makes it possible. Advanced Tip: To maximize the impact of Better Lobby, and to Train Your Staff to Maximize Better Lobby, integrate it with your credit union’s existing CRM system. This integration allows for a seamless flow of member data across platforms, enhancing personalized service delivery. For instance, when members check in, staff can instantly access their profiles and history, enabling them to tailor interactions and offer more precise assistance based on the member’s needs and past interactions. Setting Up for Training Success Training your staff to use Better Lobby effectively is crucial for maximizing the benefits it offers. Preparing your team well for this training is the first step toward ensuring a smooth transition to using this innovative platform. Preparing Your Team for Training: Setting Expectations: Clearly communicate the purpose and goals of the training. Let your staff know how Better Lobby will make their jobs easier and improve member services. Scheduling: Plan the training sessions at times that are least disruptive to daily operations. Consider breaking the training into short, manageable segments that can be easily absorbed without overwhelming the staff. Resource Allocation: Make sure all necessary materials, such as user manuals, access to the training module, and any other resources, are ready and accessible to all participants. Ensure that the training room or online platform is set up ahead of time to avoid technical glitches. Creating a Supportive Learning Environment: A supportive learning environment encourages staff participation and engagement. This can be fostered by: Encouraging questions and discussions during the training sessions. Providing hands-on practice opportunities to apply what they learn directly on the Better Lobby system. Offering feedback and assistance promptly to address any difficulties staff members encounter. Advanced Tip: Incorporate role-playing scenarios into the training sessions that mimic typical member interactions and operational challenges. This approach helps staff understand the practical application of Better Lobby features in real-life situations. Furthermore, use metrics from Better Lobby’s analytics to create performance benchmarks and tailored training focuses. This method not only reinforces learning but also motivates staff by showing tangible improvements in efficiency and member satisfaction post-training. Utilizing Better Lobby’s Training Resources User Training Page: Better Lobby’s User Training Page is your go-to resource for quick learning. Located conveniently on the top menu of the Better Lobby platform, this page is designed to help staff members quickly familiarize themselves with the system. Contents: The User Training Page includes a variety of PDF manuals and instructional videos that cover everything from basic functions to more advanced features. Video Training: Most staff members find that watching just a few targeted training videos is enough to get them up to speed. These videos are designed to be straightforward and cover essential functionalities in a concise manner. Knowledge Base: For more comprehensive support, the Better Lobby Knowledge Base is an invaluable tool. Accessible through a single sign-on, this repository contains a wealth of information. Up-to-Date Manuals: Always find the latest versions of manuals here, ensuring you have the most current information. Best Practices and Advanced Features: Whether you’re looking to optimize your use of Better Lobby or integrate it with other systems, the Knowledge Base has you covered with detailed guides and documentation. Integration Documents: Learn how to seamlessly blend Better Lobby functionalities with your credit union’s existing systems, enhancing overall efficiency. Advanced Tip: For team leaders and tech-savvy staff, delve deeper into the Knowledge Base to explore the advanced feature documentation. This can empower you to customize Better Lobby tools to fit specific needs of your credit union or to troubleshoot minor issues without waiting for external support. Additionally, consider setting up periodic review sessions

From Data to Decisions: Elevate Your Credit Union with Better Lobby Analytics

In the ever-evolving financial sector, staying ahead means understanding every aspect of your operations, especially how you interact with your members. Better Lobby Analytics and reporting tools offers credit unions a crystal-clear lens into these interactions, providing the data needed to make strategic decisions that spur growth and enhance member service. Understanding Data-Driven Insights with Better Lobby Analytics Better Lobby isn’t just about managing the flow of members through your doors; it’s a comprehensive tool that dives deep into analytics to reveal patterns in member behavior, staff performance, and overall service demand. By examining these trends, credit unions can tailor their services more precisely, ensuring they meet members’ needs effectively and efficiently. Good to Know: For data enthusiasts, these insights can be broken down into micro-trends that offer even deeper understanding of operational dynamics, potentially revealing opportunities for cost savings or service enhancements that might not be immediately obvious. The Power of Flexible Service Options In today’s world, flexibility is key. Better Lobby supports this necessity by integrating various modules such as kiosks, appointment scheduling, video meetings, and online queuing. This blend of in-person and virtual services not only caters to a wide range of member preferences but also helps credit unions optimize their resource allocation based on actual member demands. Good to Know: Advanced scheduling analytics can help predict peak times for different services, allowing for dynamic staffing adjustments that keep your operations lean and mean. Seamless System Integration Better Lobby shines in its ability to integrate seamlessly with other critical systems used by credit unions. Whether it’s syncing with core banking databases, linking up with survey tools, or feeding data into sophisticated business intelligence dashboards, Better Lobby acts as the central hub that ensures all your technological resources are aligned and effective. Good to Know: Integration capabilities extend to custom APIs that can be developed to connect Better Lobby even with bespoke credit union systems, enhancing the utility of your existing tech investments. Leveraging Analytics for Strategic Decisions The comprehensive reporting and analytics provided by Better Lobby transform raw data into actionable insights. This information is crucial for understanding how resources are currently being used and how they can be better allocated to improve service delivery and operational efficiency. Good to Know: Specific reports on peak service times and staff performance can be used to adjust schedules and training programs, ensuring that your team is always at its best when your members need them the most. Quick Data Access: Remote Manager and Visit Dashboard For those needing a quick update on branch activity, the Remote Manager page offers a real-time snapshot. Accessible only to users with report manager privileges, this feature displays current visitor counts and service statuses, making it invaluable for day-to-day operational oversight. Good to Know: The visit dashboard not only provides a count of incoming members but also segments them by type of visit, such as appointments versus walk-ins, offering immediate insights into member engagement preferences. Key Takeaways about Better Lobby Analytics Better Lobby provides an essential toolkit for credit unions aiming to improve their operational strategies and member relations. Here’s why leveraging Better Lobby’s capabilities is crucial: Informed Decision-Making: The robust analytics and reporting features of Better Lobby equip credit unions with deep insights into their operations. By analyzing trends and performance metrics, credit unions can make data-driven decisions that enhance efficiency and service quality. Enhanced Member Satisfaction: Utilizing the data provided helps tailor services to meet member needs more accurately, ensuring higher satisfaction rates. Whether through adjusting staffing levels, optimizing queue management, or enhancing communication, Better Lobby’s insights help create a more responsive member service environment. Strategic Growth: With access to comprehensive data, credit unions can identify opportunities for growth and improvement, ensuring they remain competitive in the evolving financial landscape. Better Lobby’s analytics facilitate proactive adjustments to services, staffing, and member engagement strategies, fostering long-term growth and sustainability. By effectively harnessing the power of Better Lobby’s analytics, credit unions position themselves for success in a dynamic industry, ensuring their services are not only efficient but also highly attuned to the needs of their members.     Ready to see how Better Lobby can transform your credit union? Contact us today for a demo and discover the power of data-driven decision-making. Let Better Lobby be your partner in achieving operational excellence and superior member satisfaction. Request a Demo  

Maximizing Efficiency: How Better Lobby’s Queue Management System Reduces Wait Times

A photo of four people celebrating in a credit union. Success stories from credit unions of their use of Better Lobby, lobby management software platform.

Have you ever been stuck in a long line, just waiting and waiting? It’s not fun, right? Well, credit unions face this issue too, but with their members! That’s where Better Lobby comes in. This smart system helps credit unions manage their queues (that’s a fancy word for lines), so members spend less time waiting and more time smiling. Let’s dive into how this magic happens! What is Queue Management and how a Management System Reduces Wait Times? For credit unions, keeping members happy means more than just great rates—it means respecting their time. Nobody wants to wait in a crowded lobby, unsure of when they’ll be seen. That’s where Better Lobby comes in. Our smart queue management system reduces wait times and makes branch visits smoother—for both members and staff. ⏱️ Why Wait Times Matter When members visit a branch, they usually have a specific reason: open an account, ask a question, or apply for a loan. If they’re met with long waits and unclear service flow, their experience suffers—and so does their trust. Better Lobby helps fix that. 🧠 How Our Management System Reduces Wait Times Here’s how Better Lobby streamlines your lobby and keeps things moving: ✅ Self Check-In Options Members can check in using a kiosk or their own phone with a QR code. No more standing in line at the front desk. ✅ Real-Time Queue Tracking Staff see exactly who’s waiting, how long they’ve been there, and what service they need. That means faster service and no guesswork. ✅ Online Queuing Members can get in line before they even arrive, turning travel time into wait time. ✅ Fair, Transparent Service Everyone gets served in the right order—and with wall displays, members can see their place in line. This reduces stress and improves satisfaction. 🧍 For Members: Faster Visits, Less Frustration Members feel taken care of when their time is respected. A smooth, fast experience shows that your credit union values them—and that builds long-term loyalty. 👥 For Staff: Less Stress, Better Service Your team can stay focused on helping members instead of juggling lineups or answering “How much longer?” every few minutes. It also helps with planning, so staff can prepare for busy times more effectively.   Better Lobby’s queue management system reduces wait times, boosts member satisfaction, and helps your team operate more efficiently—all with tools built specifically for credit unions. No more chaos in the lobby. Just a smooth, welcoming experience that keeps members coming back. Back to Basics: What are Queue Management Systems? Queue management is like being the conductor of an orchestra, but instead of music, you’re orchestrating people’s waiting times. Better Lobby uses technology to make this process smooth and quick. It directs members to the right service point as soon as it’s their turn. This way, everyone knows what’s happening, and there’s less confusion and waiting around. Good to Know For those keen on the details, queue management systems use algorithms to predict wait times and adjust resources dynamically. This not only optimizes the flow of people but also ensures that staff are utilized efficiently, avoiding both underuse and overloading. Real-World Examples of Success Imagine walking into a credit union and, instead of taking a number and sitting down to wait, you enter your details into a kiosk and get real-time updates on your phone about when it’s your turn. This isn’t a dream; it’s what Better Lobby does! Credit unions that have switched to this system see fewer lines and happier members. Good to Know In practical terms, systems like these can integrate with existing customer relationship management (CRM) tools, allowing not just more efficient queue management but also personalized member interactions based on the data collected. How Does It Streamline Member Service? Better Lobby’s queue management system lets staff see what’s needed in real-time. If a particular service is getting too busy, they can quickly call in extra help or redirect members to other available staff. This flexibility means that member service is always smooth and efficient. Good to Know Advanced analytics provided by such systems can help predict peak times throughout the day or week, allowing managers to plan staff schedules more effectively to meet anticipated demand. Key Takeaways about Management System Reduces Wait Times Efficiency: Better Lobby’s queue management reduces wait times significantly, making credit union services faster and more efficient. Satisfaction: With less time spent in line, members are happier and more likely to be satisfied with their credit union experience. Adaptability: Real-time adjustments and analytics ensure that service is always top-notch, regardless of how busy the day gets.   Interested in seeing how Better Lobby can transform your credit union? Contact us today for a demo and see firsthand how our queue management system can reduce wait times and boost member satisfaction. Better Lobby isn’t just about managing lines; it’s about enhancing the entire banking experience for both members and staff. By integrating smart technology into everyday operations, credit unions can ensure that they not only meet but exceed member expectations. Request a Demo  

Understanding Better Lobby Notifications: A Beginner’s Guide

Welcome to our beginner’s guide on understanding Better Lobby Notifications, a key tool for managing the flow and engagement of members in your credit union’s lobby. Notifications play a crucial role in keeping both staff and members informed and ensuring operations run smoothly throughout the day. These notifications include desktop notifications for staff and text messages to members. What Are Better Lobby Notifications? Better Lobby notifications are alerts sent to staff and members to facilitate better communication and service delivery. These notifications help manage the queue, inform members of their status, and alert staff about member needs or operational tasks. Types of Notifications Member Arrival Alerts: When members check in, staff receive instant notifications, helping them prepare to meet the member’s needs promptly. Queue Status Updates: These notifications alert members about their position in the queue, providing updates on wait times and service readiness. Service Completion Alerts: Once a service is complete, notifications ensure staff promptly close out the session, allowing them to move efficiently to the next member. Good to know: Customizing notification settings can significantly enhance the efficiency of these communications, allowing for adjustments based on peak times and staff availability, ensuring that resources are allocated most effectively during busy periods. How Do Notifications Benefit Credit Union Operations? Notifications streamline operations by ensuring that both members and staff are always on the same page. This system reduces wait times and improves the overall service experience. Enhanced Member Experience: Notifications keep members informed, reducing anxiety about wait times and improving their overall experience. Increased Staff Efficiency: Alerts help staff manage their workload more effectively by providing timely updates about lobby activities. Improved Service Flow: By automating alerts, the system ensures a smooth flow of members through service channels, minimizing bottlenecks. Good to know: Integrating notifications with digital signage in the lobby can further enhance member experience by visually communicating queue statuses and wait times, thereby managing expectations more effectively. Implementing Better Lobby Notifications in Your Credit Union Implementing Better Lobby notifications involves setting up the software to send automated alerts based on specific triggers, such as member check-in or service completion. Training is essential to ensure that staff understand how to respond to and manage these notifications. Configuration: Set up notifications according to your credit union’s specific needs—decide which alerts are necessary and who receives them. Staff Training: Train your staff on how to use the notification system to respond promptly and efficiently to member needs. Feedback and Adjustment: Regularly gather feedback from staff and members on the effectiveness of notifications and make adjustments as needed. Good to know: Leveraging analytics from the notification system can provide insights into peak operational times and member flow patterns, enabling more strategic scheduling and resource allocation. Key Takeaways about Better Lobby Notifications Better Lobby notifications are a powerful tool for enhancing communication within your credit union. They help in: Reducing member wait times and improving their overall experience. Increasing staff efficiency by providing timely updates. Ensuring a smooth operational flow in the lobby.   Interested in seeing how Better Lobby notifications can transform your credit union’s operations? Contact us today to schedule a demo and discover the full capabilities of our system! Request a Demo

Introduction to Better Lobby: What Is It and How Does It Work?

A photo of staff in a credit union working together. Better Lobby software can improve teamwork of credit union staff and lobby efficiency.

Welcome to the Introduction to Better Lobby. Better Lobby is a software platform designed to make daily operations in credit unions smoother and more efficient. It helps manage the flow of members inside the lobby, from the moment they walk in, through their service, and until they leave. This tool is a game-changer for both credit union staff and members, ensuring that services are delivered quickly and more effectively. Good to know: Better Lobby integrates with existing credit union systems to pull in member data, which helps in personalizing each member’s experience as soon as they check in. Key Features of Better Lobby 1. Appointment Booking Better Lobby allows members to book appointments using their mobile devices or computers. This feature helps manage the daily schedule of the credit union, ensuring that members are attended to promptly when they arrive. Good to know: The appointment system can sync with personal calendars, allowing both staff and members to keep track of appointments without the need for manual entry. 2. Self-Check-In Kiosks These kiosks are placed within the credit union lobby, allowing members to check themselves in for an appointment or queue up for a service without needing to interact with a receptionist. This not only speeds up the check-in process but also reduces the workload on the front desk staff. Good to know: Kiosks can be customized to reflect the credit union’s branding and member interface preferences, enhancing the overall user experience. 3. Online Queuing Members can add themselves to a service queue from anywhere, turning their travel time into their waiting time. This innovative feature reduces physical wait times and improves the efficiency of service delivery. Good to know: Online Queuing provides real-time updates to both members and staff, adjusting queue times dynamically based on service availability. 4. Real-Time Analytics Better Lobby offers a comprehensive analytics dashboard that provides insights into daily operations, member flow, and staff performance. This data is crucial for making informed decisions to enhance service delivery. Good to know: Analytics can predict peak times and help manage staffing needs accordingly, ensuring that the credit union is always prepared for high traffic. Benefits of Using Better Lobby Better Lobby streamlines operations in several ways: Reduced Wait Times: Automated systems like appointment scheduling and self-check-in kiosks significantly cut down member waiting times. Improved Member Satisfaction: Quick and efficient services increase member satisfaction and loyalty. Enhanced Staff Efficiency: With automated tools handling routine tasks, staff can focus on providing better and more personalized service. Implementing Better Lobby in Your Credit Union Getting started with Better Lobby involves a few steps: Integration with existing systems. Training for staff to ensure they are comfortable using the new tools. Launching the system to members, often accompanied by informational campaigns to educate them on how to make the most of these new services. Good to know: Better Lobby provides on-site training and ongoing support to ensure that credit unions maximize the benefits of the platform. Key Takeaways about Introduction to Better Lobby You know have read the Introduction to Better Lobby. Better Lobby is not just a software solution; it’s a transformational tool that modernizes how credit unions operate, enhancing both member and staff experiences. By integrating such advanced technologies, credit unions can significantly boost their operational efficiency and member satisfaction. If you’re interested in seeing how Better Lobby can transform your credit union, consider scheduling a demo to explore its capabilities in more detail. Request a Demo

A Day in the Life: How Better Lobby Improves Your Credit Union’s Daily Operations

Imagine a busy day at your credit union where everything flows smoothly. No long lines, happy members, and staff focused on important tasks rather than paperwork. This isn’t just a dream; it’s possible with Better Lobby, a tool designed to make your credit union work better. Let’s walk through a day to see how Better Lobby Improves Your Credit Union. Morning Rush: The Self-Check-In Kiosk Before Better Lobby: Members line up early, waiting for doors to open. Staff rush around, trying to check everyone in and manage the growing queue. It’s chaotic and stressful. After Better Lobby: As members enter, they head straight to the self-check-in kiosk. It’s like a smart machine where members tap in some details and get a number for service. No lines, no waiting to speak to someone just to say, “I’m here!” Good to Know: The kiosk is customizable. You can set it up to ask for exactly the information you need from members, making their visit smoother and letting your staff know what each member needs as soon as they check in. Mid-Morning: Online Queuing Before Better Lobby: Members call in to ask how busy it is and whether they should come now or later. Staff spend time answering these calls instead of helping people in the branch. After Better Lobby: Members can see how busy the branch is right from their phones. They add themselves to the queue before they even leave home. The system tells them the best time to come in, turning travel time into their waiting time. Good to Know: You can set priorities in the queue. For instance, if someone has a quick task, you can move them up so that they’re in and out fast, making everyone’s day smoother. This can all help your credit union. Lunchtime: Real-Time Analytics Before Better Lobby: Lunchtime hits, and it’s peak busy. But there’s no easy way to call in more staff because nobody knows it’s going to be busy until it is. After Better Lobby: Real-time analytics show not just how many people are waiting but predicts busy times based on past data. Managers can see this first thing in the morning and adjust staff schedules to make sure there are enough hands on deck before it gets busy. Good to Know: These analytics can also show you patterns over time, helping you plan better for future promotions or events that might bring more members to the branch. Afternoon: Enhancing Member Satisfaction Before Better Lobby: Members who have been waiting too long start to get frustrated, which means they’re not happy when they finally get service. This can make meetings longer and more difficult. After Better Lobby: Staff get alerts if someone’s been waiting too long and can act to fix the situation before it becomes a problem. Maybe that means sending a quick text message update, or having someone step in to help out. Good to Know: Happy members are more likely to be repeat members, and they tell their friends about their good experiences, which can bring in new business. End of Day: Freeing Up Staff Before Better Lobby: As the day winds down, staff are busy entering data from all the day’s interactions and getting ready for the next day. After Better Lobby: Much of that data entry is automated. Appointments and services are logged as they happen, so there’s less to do at the end of the day. Staff can focus on wrapping up complex member needs or planning for future projects.   Key Takeaways about how Better Lobby Improves Your Credit Union Better Lobby transforms busy, stressful days into smooth, efficient operations. Features like the self-check-in kiosk, online queuing, and real-time analytics not only improve member satisfaction but also help your staff focus on what really matters. Ready to see how Better Lobby can transform your credit union? Contact us today for a demo and see firsthand how our solutions can streamline your operations and boost member satisfaction. Request a Demo  

How to Use Better Lobby Wall Display to Inform and Engage Members

A photo of staff of a credit union talking to a member, helping them with a service with a debt card. The better lobby wall display can be placed in credit union lobbies to communicate to members who is going to be served next, reducing conflict in the branch, and optimizing credit union's efficiency of serving members and improving member satisfaction.

Navigating the dynamics of a credit union lobby can often be as complex as managing the financial needs of its members. In this bustling environment, managing member expectations isn’t just a courtesy; it’s crucial for maintaining harmony and efficiency. That’s where the Better Lobby Wall Display comes into play, revolutionizing how members interact with your credit union’s services. The Better Lobby Wall Display isn’t just another digital sign; it’s a strategic tool designed to enhance transparency and communication in the lobby. By clearly displaying queue statuses, waiting times, and appointment specifics, it helps align member expectations with the actual flow of service, ensuring everyone in the lobby is informed and at ease. Understanding the Wall Display What Does the Wall Display Show? The Wall Display serves as a visual communication bridge between members and credit union staff. At a glance, members can see: Queue Status: Who is currently being served and who is next. Waiting Times: How long each member has been waiting. Appointment Details: Visibility of scheduled appointments versus walk-ins, which clarifies why some members may be prioritized. Technology Behind the Display The technology powering the Better Lobby Wall Display is designed to seamlessly integrate with the existing Better Lobby management system. It uses real-time data to update the display continuously, ensuring that the information presented is always current and accurate. This integration allows the display to automatically fetch and exhibit data without manual intervention, making it an efficient tool in managing the pace and flow of the lobby. A wall display can be a smart tv, computer, laptop, or video wall. Any device that has internet access (or can be connected to the internet with another device). This system not only simplifies the check-in process but also keeps members visually informed, easing potential tensions and fostering a sense of fairness and order in the waiting area. Whether it’s a busy Monday morning or a slow Wednesday afternoon, the Wall Display keeps everyone in the loop, making wait times more bearable and services more accessible. Benefits of the Wall Display Transparency and Reduced Frustration One of the primary benefits of the Better Lobby Wall Display is its role in fostering transparency within the credit union lobby. By providing a clear and continuous update on queue status and waiting times, it significantly reduces potential frustrations that arise from perceived inequalities or misunderstandings among members. For instance, when members can see that someone who arrived after them has an appointment and therefore is served sooner, it mitigates feelings of unfairness and prevents conflicts. This visibility ensures a harmonious atmosphere in the lobby, where every member understands their position and expected wait time. Enhanced Member Satisfaction Clear communication is a cornerstone of positive member experiences. The Wall Display enhances this by keeping members informed about their wait times and service status. This proactive communication helps set accurate expectations, which in turn reduces anxiety and dissatisfaction. When members are aware of their wait times and the reason behind them, it increases their patience and satisfaction, making their overall experience in the branch more pleasant and rewarding. Streamlined Operations From an operational perspective, the Wall Display is more than just an informational tool—it’s a strategic asset in lobby management. By openly displaying this information, the Wall Display assists staff in managing the flow of the lobby more effectively. Staff can quickly identify if a queue is becoming too long and adjust accordingly, either by reallocating resources or by prioritizing services differently. Additionally, this tool allows staff to preemptively manage member interactions, addressing concerns or questions about wait times before they escalate into issues, thereby maintaining a smooth and efficient operational flow throughout the day. Overall, the Wall Display not only improves the member experience by keeping everyone informed and engaged but also enhances the efficiency of credit union operations, ensuring that both members and staff can enjoy a more streamlined and stress-free environment. Customization Options Privacy Considerations Understanding the importance of privacy, the Better Lobby Wall Display offers several options for displaying member names in ways that protect their identities while still keeping the information useful. Members’ names can be partially anonymized in various formats such as showing only the first letter of the first name along with the full last name, the full first name with only the first letter of the last name, or using just the first few letters of each. These options ensure that while members can recognize their own status on the display, their full identities are not exposed to everyone in the lobby. Display Customization Credit unions have the flexibility to customize the Wall Display to better suit their specific operational needs and the preferences of their members. This includes choices in the layout of information, the color schemes used, which are often aligned with the credit union’s branding, and the specific data displayed. Each setting can be adjusted to highlight the most pertinent information, whether it’s appointment times, queue lengths, or service types, ensuring that the display is as informative as it is engaging. Real-World Impact Case Study: Preventing Conflicts In one notable instance, a credit union reported a dramatic decrease in lobby conflicts following the installation of the Better Lobby Wall Display. Prior to its implementation, misunderstandings over queue positions occasionally escalated to the point where law enforcement intervention was necessary. However, with the transparency provided by the Wall Display, members became more understanding of their wait times and the presence of scheduled appointments, significantly cooling tensions and creating a more orderly environment. The manager of the credit union stated: “The Wall Display has been a game-changer for us. It’s not just a tool for information; it’s a peacekeeper. Our members are calmer and more informed, which makes everything run smoother.” This testimonial and real-world applications highlight the significant positive impact that the Better Lobby Wall Display has on enhancing the operational efficiency and member satisfaction in credit union lobbies. Implementation Guidelines Steps to Install Integrating the Better Lobby Wall Display into your existing setup

No Cupcake Sprinkle ATM Here, Just Better Lobby’s Innovative Self-Check-In Kiosk

In an era where convenience is king, credit unions are increasingly turning to automation to enhance their member services. One standout innovation in this digital transformation is the self-check-in kiosk. Better Lobby’s Innovative Self-Check-In Kiosk represents a significant leap forward in how credit unions interact with their members, streamlining operations and enhancing user experience. This article explores how these kiosks are not just conveniences but are becoming essential tools in the arsenal of modern credit union operations. The Evolution of Self-Service in Credit Unions Historically, member check-in processes at credit unions involved manual entry, significant paperwork, and often resulted in long lines and wait times. This traditional approach was not only time-consuming but also prone to errors and inefficiencies. Over the years, there has been a marked evolution toward digital solutions aimed at eliminating these bottlenecks. The introduction of automated solutions like self-check-in kiosks marks a pivotal shift in this journey. Better Lobby’s self-check-in kiosk is a prime example of how credit unions are embracing technology to revamp their member service operations. These kiosks reduce the dependency on staff for routine check-ins, allowing members to manage their interactions quickly and efficiently. This shift from manual to automated processes is not just about keeping up with technological trends but about fundamentally improving the member experience and operational efficiency. Features of Better Lobby’s Innovative Self-Check-In Kiosk QR Code Kiosk In an age where touchless interaction has become paramount, Better Lobby’s QR Code Kiosk is a standout feature. This innovative aspect allows members to use their own smartphones to scan a QR code and check themselves in. This not only enhances hygiene by reducing contact with shared surfaces but also adds an extra layer of convenience, allowing members to handle check-ins swiftly and independently. User Interface The self-check-in kiosk from Better Lobby boasts a user-friendly interface designed to accommodate members of all tech-savviness levels. The clear, intuitive layout ensures that even first-time users can navigate through the check-in process with ease, minimizing confusion and enhancing overall user experience. Integration A key strength of Better Lobby’s kiosk is its ability to integrate seamlessly with existing Better Lobby systems. This integration ensures that once members check in, their data is immediately synced across all relevant platforms, from appointment scheduling to service queuing. This unified approach to member service streamlines operations and reduces the likelihood of errors.   Benefits of Using the Self-Check-In Kiosk Reduced Wait Times One of the most immediate benefits of implementing the self-check-in kiosk is the significant reduction in wait times. By automating the initial stages of the member service process, credit unions can handle higher volumes of check-ins more efficiently, effectively decreasing the length of queues and the overall wait time for services. Enhanced Member Experience The self-check-in kiosk significantly enhances the member experience by providing a swift and efficient service. Members appreciate the autonomy and speed of self-service options, which respect their time and allow them to manage their interactions with the credit union at their convenience. Staff Optimization By automating routine check-ins, Better Lobby’s kiosk frees up credit union staff to focus on more complex and value-added member interactions. This shift not only optimizes staff productivity but also enhances the quality of service provided, as staff can dedicate more time and attention to individual member needs. How the Kiosk Supports Staffing Strategies The Better Lobby self-check-in kiosk is not just a tool for improving member experience—it’s also a strategic asset in staffing management. By handling large volumes of check-ins autonomously, the kiosk significantly reduces the need for extensive front-line staff dedicated solely to this task. This automation allows credit unions to operate with leaner front-desk teams without sacrificing service quality or efficiency. Furthermore, the efficiency introduced by the kiosk opens up opportunities for credit unions to reallocate human resources to other critical areas. Staff members who would typically be tied up in repetitive check-in tasks can now contribute to areas requiring more personalized attention, such as financial advisement, problem resolution, or relationship management. This shift not only optimizes the use of human capital but also enhances the roles of employees, potentially leading to greater job satisfaction and lower turnover. Longevity and Cost-Effectiveness of the Kiosk One of the standout features of Better Lobby’s self-check-in kiosk is its durability. Designed to withstand high usage, the kiosk is a robust piece of technology that requires minimal maintenance, making it an ideal solution for busy credit union environments. This durability translates directly into cost savings, as the need for frequent hardware replacements is substantially reduced. The long-term cost-effectiveness of the kiosk is a significant advantage. Traditional check-in systems often require ongoing maintenance and can incur high costs in hardware replacements every few years. In contrast, Better Lobby’s kiosk, with its emphasis on longevity and low maintenance, represents a more sustainable investment. Over time, credit unions can expect to see a return on investment not just in terms of reduced operational costs but also through enhanced member satisfaction and staff efficiency. Implementing the Kiosk in Your Credit Union Integrating Better Lobby’s Innovative Self-Check-In Kiosk into your credit union’s operations is a forward-thinking move that can enhance service delivery and operational efficiency. Here are some steps and best practices to ensure a smooth integration: Assessment of Needs: Evaluate your current check-in process and identify areas where automation can provide the most benefit. Consider the layout of your lobby and the typical flow of member traffic to determine optimal placement for the kiosk. Technical Integration: Ensure that the kiosk is compatible with your existing systems. This might involve coordination with IT staff to integrate the kiosk with your member management software and other operational tools. Staff Training: It’s crucial that your staff are well-versed in operating the new kiosk so they can assist members effectively. Conduct training sessions that cover how to use the kiosk, troubleshoot common issues, and help members familiarize themselves with the system. Member Orientation: Introduce the kiosk to your members through multiple channels. Use email newsletters, posters in the lobby,

Introducing the New Knowledge Base for Better Lobby: Enhanced User Experience

At Better Lobby, we’re committed to not only providing exceptional lobby management solutions but also ensuring that your team can leverage these tools to their fullest potential. We’re excited to introduce our new knowledge base—a comprehensive resource designed to transform how your credit union interacts with our platform. Up-to-Date Manuals and Instructional Videos The cornerstone of our new knowledge base is the updated collection of Better Lobby manuals and instructional videos. These resources have been meticulously crafted to ensure that all information is current and reflective of the latest features and functionalities of Better Lobby. Whether you’re a new user or looking to brush up on advanced features, our manuals and videos offer step-by-step guidance that is easy to follow. Advanced Features and Integration Resources For credit unions looking to deepen their use of Better Lobby, our knowledge base provides extensive resources on advanced features and integration capabilities. Learn how to seamlessly integrate Better Lobby with your existing systems, enabling a more efficient and interconnected operational framework. These resources are designed to empower your team to unlock new levels of productivity and member service excellence. Interactive Support and Article Improvement We understand that every credit union has unique needs and challenges. To support this, selected staff members now have the ability to submit support tickets directly through the knowledge base. This feature ensures that any issues are addressed promptly by our dedicated support team. Moreover, we invite feedback on our articles and manuals. Your insights and suggestions are invaluable as they help us improve and tailor our resources to better meet your needs. Simplified Navigation and Staff Training Gone are the days of navigating through cumbersome PDF manuals. Our new knowledge base features a user-friendly interface that allows staff to easily find and access the information they need. This streamlined navigation is crucial in reducing training time and enhancing staff proficiency with Better Lobby tools. With structured sections and clear categorizations, new hires or existing employees can quickly become adept at using our platform. Conclusion: Empowering Your Team with Knowledge The new Better Lobby knowledge base is more than just a repository of information—it’s a dynamic tool designed to empower your credit union’s staff. By providing comprehensive resources, easy navigation, and opportunities for interactive support, we’re helping your team maximize the benefits of our lobby management solutions. Key Takeaways about the Knowledge Base for Better Lobby Stay Updated: Regularly consult the knowledge base to stay informed about new features and updates. Leverage Resources: Utilize the manuals and videos to train and upskill your team efficiently. Engage with Us: Use the platform to submit feedback and support tickets, helping us improve and adapt to your needs. Explore the new knowledge base today to see how it can transform your team’s efficiency and effectiveness. Want access? Contact your customer success manager to gain for you and your credit union.

Better Lobby’s Mobile-First Solutions: Revolutionizing Credit Union Member Services

A women on a cell phone booking an appointment using the Better Lobby mobile booking tool. The Better Lobby software platform can help credit unions reduce wait times in their branches and locations.

Better Lobby’s Mobile-First Solutions: Revolutionizing Credit Union Member Services In the digital age, convenience is paramount. Better Lobby recognizes this and has tailored its offerings to enhance the experience of your credit union’s members and your team alike. Our suite of mobile-first solutions is designed to streamline operations and elevate member satisfaction by bringing essential services directly to their fingertips. Key Features of Better Lobby’s Mobile-First Solutions Mobile Appointment Booking Members can easily schedule their appointments using their mobile phones. This convenience eliminates the hassle of traditional booking methods and allows members to manage their time more effectively. Text Messaging for Enhanced Communication Communication is crucial in building trust and maintaining member satisfaction. Our text messaging feature allows your team to stay connected with members before, during, and after their visits. Whether it’s sending important updates or friendly reminders, enhanced communication ensures your members feel valued and well-informed. Online Queuing With Better Lobby’s online queuing, members don’t need to physically wait in line. They can join a queue from anywhere—be it their home or workplace—and receive updates on the best time to visit. This feature transforms wait time into their time, improving convenience and overall satisfaction. QR Code Kiosk Move over traditional kiosks; the future is here with QR code technology. Members can check themselves in using their own devices by simply scanning a QR code. This not only speeds up the check-in process but also enhances safety by minimizing physical contact. Benefits for Your Credit Union Streamlined Operations: By reducing the time spent managing queues and appointments, your staff can focus more on delivering quality member service. Increased Member Satisfaction: Quick, personalized services significantly boost member satisfaction, turning occasional visitors into loyal members. Marketing Leverage: Our online queuing system can be used strategically to promote specific services, enhancing your marketing efforts and improving service uptake. We invite you to see firsthand how Better Lobby can revolutionize your credit union’s operations. Schedule a demo today and explore the myriad possibilities our mobile-first solutions offer. Let Better Lobby help you elevate your credit union to new heights of efficiency and member satisfaction. Request a Demo

Enhancing Staff Efficiency with Better Lobby’s Automation Tools

automation hand for credit unions better lobby software

Better lobby provides automated tools for credit unions that help with Enhancing Staff Efficiency. This helps credit union branch operations while being cost effective. Understanding Automation in Lobby Management Explore the fundamentals of automation within the framework of lobby management and discover how Better Lobby incorporates these technologies to streamline daily operations and enhance service delivery. What is Automation in Lobby Management? Automation in lobby management refers to the use of software tools to handle routine tasks that would otherwise require manual effort by credit union staff. This includes tasks like managing member queues, scheduling appointments, and sending reminders. Integrating Better Lobby Automation Better Lobby automates several key aspects of lobby management to streamline operations and enhance the service experience. By automating processes such as appointment scheduling, member check-ins, and service follow-ups, Better Lobby significantly reduces the workload on staff. This allows them to focus more on providing personalized service to members, rather than managing logistical details. Good to Know: For those diving deeper, automation in Better Lobby is designed not only to streamline operations but also to gather data. This data is crucial for analyzing member behavior patterns, optimizing staff allocation, and ultimately enhancing overall operational efficiency. Key Automation Features of Better Lobby Queue Management System Better Lobby’s Queue Management System uses advanced algorithms to manage member traffic effectively. By automatically sorting and prioritizing members based on their needs and appointment times, this system ensures a smooth flow of service, reducing bottlenecks and enhancing member satisfaction. This is essential for peak times when traffic spikes can overwhelm staff. Good to know: Leveraging queue analytics, managers can identify patterns and plan better resource allocation during different periods of the day or week, leading to optimized staffing and less idle time. Appointment Scheduling The Appointment Scheduling feature of Better Lobby allows members to book their own appointments through an online interface, which integrates seamlessly with your credit union’s calendar systems. This automation reduces the administrative load on staff, who would otherwise spend considerable time managing these bookings manually. Good to know: The system can also automatically suggest optimal appointment times based on historical data, which helps in leveling the distribution of member traffic throughout the day. Real-time Notifications Better Lobby’s real-time notification system is designed to keep both staff and members informed. Members receive alerts about their appointment times, any changes, and queue status updates directly on their mobile devices. Similarly, staff receive notifications about upcoming appointments, member arrivals, and any necessary preparation. This keeps everyone in the loop and ready to act, enhancing the overall efficiency of branch operations. Good to know: For branches that experience high no-show rates, enabling the pre-appointment reminder feature has been shown to reduce these incidents by up to 30%, significantly optimizing daily schedules and resource utilization. Implementing Better Lobby’s Automation Tools Steps to Integrate Better Lobby into Existing Systems Integrating Better Lobby into your credit union’s existing systems is designed to be straightforward and disruption-free. The process starts with a thorough assessment of your current infrastructure to ensure compatibility and to identify the best integration points. This step is crucial to tailor the setup to your specific needs and to streamline the flow of data between systems, such as member management systems and transaction processing platforms. Good to know: Better Lobby’s integration team provides a sandbox environment for your IT staff to test and adjust the system before going live. This helps in mitigating any risks associated with the transition and ensures that the system operates smoothly from day one. Training Staff to Maximize the Benefits of Automation Tools Once Better Lobby is integrated, conducting comprehensive training sessions for all relevant staff is essential. These sessions cover how to use the system effectively, from managing the queue digitally to utilizing data insights for better decision making. Training also emphasizes best practices for interacting with members using the new tools, ensuring that the technology enhances rather than complicates the service process. Good to know: Better Lobby offers customized training modules based on the role of the staff member within the credit union, ensuring that each employee receives relevant and practical knowledge. This targeted approach not only speeds up the learning curve but also enhances staff acceptance and the effective use of the system in daily operations. Key Takeaways about Enhancing Staff Efficiency Recap of Better Lobby’s Automation Tools Better Lobby’s automation tools are designed to significantly enhance the operational efficiency of your credit union. By automating routine tasks such as appointment scheduling, queue management, and real-time notifications, Better Lobby allows your staff to focus more on member engagement and less on manual processes. This shift not only speeds up service delivery but also improves the accuracy and reliability of your branch operations. Good to know: Leveraging automation can reduce the average transaction time by up to 50%, according to studies in service efficiency within financial institutions. Strategic Advantages for Credit Unions Adopting Better Lobby’s automation tools provides strategic advantages by aligning your credit union’s services with contemporary consumer expectations of speed and convenience. It also positions your institution as a forward-thinking entity, ready to adopt innovations that enhance both member satisfaction and operational effectiveness. Good to know: Credit unions using advanced automation report higher member retention rates due to improved service quality and member engagement.   Ready to see how Better Lobby can transform your credit union’s efficiency and member satisfaction? Contact us today to schedule a personalized demo and discover the full potential of our automation tools. Request a demo About Better Lobby Better Lobby is a comprehensive lobby management software platform designed specifically for credit unions. It revolutionizes the way credit unions interact with their members by streamlining operations, enhancing member services, and improving overall efficiency. At its core, Better Lobby offers a suite of tools tailored to modernize and optimize the credit union environment. Key Features of Better Lobby: Queue Management: Better Lobby’s queue management system efficiently organizes member flow, reducing wait times and improving the overall service experience. This system

Optimizing Branch Efficiency: Discover How Better Lobby Enhances Your Credit Union’s Operations

Photo of people meeting in a credit union. The people are shaking hands after a successful meeting with credit union staff helping their members with services. Better Lobby platform helps credit unions with member satisfaction.

Better Lobby is a lobby management platform designed specifically for credit unions. The platform helps credit unions with Optimizing Branch Efficiency. It addresses the unique needs of credit unions, providing features that ensure efficient and effective lobby management. Key Features of Better Lobby: Queue Management: Streamline the flow of members with efficient queue management. Reduce wait times and enhance the member experience. Appointment Booking: Allow members to book appointments online, reducing in-branch wait times and improving service efficiency. Data Analytics: Gain valuable insights with detailed reports and analytics. Understand member behavior, track visits, and optimize operations. Member Communication: Keep members informed with real-time updates and notifications, ensuring a smooth and transparent experience. Queue Management Better Lobby’s queue management system is designed to streamline the flow of members within the credit union, significantly reducing wait times and enhancing the overall member experience. This helps Optimizing Branch Efficiency. The feature allows branch managers to effectively manage the influx of members by dynamically adjusting service resources based on real-time queue data. This means members spend less time waiting, leading to increased satisfaction and loyalty. Good to Know: Leveraging queue analytics can help predict busy periods and prepare accordingly, not just reactively but proactively adjusting staffing levels to manage member flow efficiently. Appointment Booking The appointment booking feature of Better Lobby allows members to schedule their visits at their convenience, directly from their smartphones or computers. This functionality not only reduces the congestion in the branches but also allows staff to prepare for appointments in advance, leading to more personalized and efficient service. Members appreciate the ease with which they can plan their visits, and staff can optimize their workflow and focus more on member engagement rather than administrative tasks. Good to Know: Utilizing the appointment pre-check feature can further enhance efficiency by ensuring that members arrive prepared for their appointments, reducing delays and increasing the throughput of service encounters. Data Analytics Better Lobby provides powerful data analytics tools that give branch managers and COOs comprehensive insights into member behaviors and branch operations. These insights include tracking peak visit times, member wait times, and service completion times, allowing for data-driven decision-making that can profoundly impact operational efficiency and strategic planning. Good to Know: Integrating these analytics with your CRM can provide a 360-degree view of your members, enhancing personalized marketing efforts and improving cross-sell opportunities. Member Communication Effective communication is pivotal in managing member expectations and enhancing their banking experience. Whether it’s a reminder for an upcoming appointment or an alert when their turn is approaching, members stay informed every step of the way, reducing uncertainty and building trust. Good to Know: Implementing automated feedback collection post-visit can provide immediate insights into member satisfaction, allowing you to make quick adjustments to services and potentially turn a mediocre member experience into an excellent one. By integrating these key features, Better Lobby not only streamlines branch operations but also transforms how credit unions interact with their members, leading to enhanced efficiency and elevated member satisfaction. These tools are essential for any credit union looking to stay competitive in today’s fast-paced financial environment. The Better Lobby Advantage Real-Time Monitoring Better Lobby equips your credit union with the capability to monitor lobby activities as they happen, offering a real-time view that is crucial for managing operations dynamically. This instantaneous insight allows branch managers to adjust staffing levels and allocate resources efficiently to meet the fluctuating demands throughout the day, thus minimizing service delays and enhancing member satisfaction. Reports Utilize preconfigured reports for quick access and ease of use. These reports can provide snapshots of employee activities and member experience metrics, allowing for swift assessment and response to operational needs. Dashboard The comprehensive dashboard presents an overarching view of the credit union’s operational health. Managers can focus on specific time ranges or branch locations, drilling down into detailed data to understand patterns and anomalies that could impact service quality. Remote Manager A standout feature for COOs and branch managers overseeing multiple locations, the Remote Manager function lets you view real-time activities and assess how busy each branch is from anywhere. This capability is essential for coordinating responses across several locations, ensuring consistent service quality regardless of geographical spread. Good to Know: Implementing real-time monitoring not only enhances operational responsiveness but also contributes to a proactive management style. By identifying trends and potential issues before they escalate, your credit union can prevent major disruptions and maintain a smoother operation, leading to a more reliable member service experience. Enhanced Member Experience Better Lobby is designed to drastically improve how members interact with your credit union. By significantly reducing wait times and streamlining the entire service delivery process, Better Lobby ensures that members spend less time in queues and more time receiving the personalized attention they deserve. This efficient service model not only meets but often exceeds member expectations, leading to a noticeable boost in overall satisfaction. The system’s ability to manage appointments and queues digitally reduces the congestion typically seen in busy branch environments. This smoother flow naturally enhances the member experience, as it minimizes frustration and allows members to engage with staff under less pressured circumstances. Moreover, the digital framework provided by Better Lobby keeps members informed with real-time updates about their wait status or any changes to their scheduled appointments, which reinforces a transparent and communicative relationship. Good to Know: A satisfied member is more likely to become a loyal advocate for your credit union. Implementing strategies like targeted greetings and services, based on the data collected through Better Lobby, can personalize interactions further, making members feel valued and understood. Enhancing the member experience goes beyond operational efficiency; it’s about creating a welcoming environment. Use the insights gained from Better Lobby’s analytics to understand peak times and member preferences, tailoring your staff’s approach to meet these dynamics effectively. Scalability and Flexibility Better Lobby’s system is crafted with scalability at its core, perfectly suited to accommodate credit unions of all sizes, from smaller local branches to large institutions with

Boost Your Member Engagement and Satisfaction with Better Lobby

As credit unions aim to provide the best possible experience for their members, it’s important to understand the changing landscape of member engagement and satisfaction. With the increasing use of technology, members expect to have access to their financial institution at their fingertips. To meet these expectations, credit unions need to adopt innovative solutions that cater to the needs of modern members. Better lobby can help Boost Your Member Engagement. Enter Better Lobby, a virtual lobby solution by Better Branches, designed specifically for credit unions. With Better Lobby’s video module, credit unions can offer their members the ability to meet with credit union staff over a video call, improving member engagement and satisfaction while also promoting retention. Gone are the days when members had to physically visit the credit union branch to get their queries resolved. With Better Lobby, members can now connect with credit union staff in real-time, from the comfort of their own homes. Whether it’s for loan applications, or answering a simple question, members can now have access to the support they need, whenever and wherever they need it. Understanding Member Engagement What is Member Engagement? In the world of credit unions, member engagement refers to how actively members interact with their credit union’s services and offerings. It’s about more than just using financial products; it involves members participating in feedback surveys, attending events, or using online banking services. High engagement levels indicate that members feel a strong connection to their credit union. Why is Member Engagement Important? Member engagement is critical because it directly influences loyalty and trust. When members are engaged, they are more likely to stay with your credit union, use more services, and recommend you to others. Engaged members typically feel they are receiving value, which builds trust. Trust, in turn, is essential for any financial institution, as it not only retains members but also attracts new ones through positive word-of-mouth. Good to Know: For those diving deeper, engagement metrics can serve as leading indicators of financial health and member satisfaction. Analyzing patterns in engagement data can help predict trends in account growth or attrition, making it a powerful tool for strategic planning. Challenges in Achieving High Member Satisfaction Common Obstacles for Credit Unions Enhancing member satisfaction is a pivotal goal for credit unions, but several obstacles can hinder this process. One of the main challenges is maintaining consistent service quality across all touchpoints, whether in-branch, online, or via mobile platforms. Another significant hurdle is effectively managing member expectations, which have grown increasingly sophisticated in the digital era. Members now expect quick, personalized, and seamless interactions every time they engage with their credit union. Shortcomings of Traditional Methods Traditional methods of member service, such as face-to-face interactions or phone-based support, often struggle to meet the rapid pace and convenience of digital services. In today’s fast-moving world, members are less willing to tolerate long wait times or slow responses. Moreover, these conventional methods typically lack the ability to gather and analyze data effectively, missing out on crucial insights that could drive improvements in service and engagement. Good to Know: In a digitally-driven market, integrating advanced analytics and feedback mechanisms can transform traditional service methods. By leveraging data, credit unions can proactively address service gaps and personalize interactions, significantly boosting satisfaction and retention rates. Training Staff to Utilize Better Lobby Importance of Staff Training Proper training is crucial when integrating any new technology, and Better Lobby is no exception. Training staff on how to effectively use the Better Lobby platform is essential for maximizing its benefits. Well-trained employees can use the platform’s features to streamline operations, improve member interactions, and ultimately enhance member satisfaction. Without adequate training, the potential of Better Lobby might not be fully realized, which could lead to inefficiencies or underutilized capabilities. Best Practices for Effective Training Sessions To ensure that your staff gets the most out of Better Lobby, it’s important to adopt best practices for training sessions: Interactive Training: Incorporate hands-on activities where employees can practice using the software in real-world scenarios. This method helps to solidify learning and build confidence. Ongoing Education: Offer refresher courses and updates whenever there are significant updates to the software or changes in operational procedures. Feedback Mechanisms: Include opportunities for staff to give feedback on the training process and the software itself, allowing you to make adjustments and improvements over time. Good to Know: For a truly effective training program, consider integrating role-specific modules that cater to the unique needs of different staff roles within your credit union. For instance, front-line employees might need intensive training on member interaction features, while IT staff may require deeper insights into system integration and security features. Tailoring training to the specific needs of different teams not only improves skill levels across the board but also enhances overall adoption and efficiency. When Members Need to Meet by Video: Schedule or Unscheduled Scheduled and Unscheduled Video Meetings Better Lobby recognizes the diverse needs of credit union members, including their preference for how and when they engage with their financial institution. To accommodate this, Better Lobby offers both scheduled and unscheduled video meeting options. This flexibility ensures that members can choose to plan ahead or seek immediate assistance based on their immediate needs. Convenience Through Flexibility With the scheduling feature, members can book appointments at times that fit their busy schedules, ensuring they receive timely financial advice without the inconvenience of waiting. This is particularly useful for planned consultations like mortgage discussions or investment planning, where preparation by both the member and the credit union staff can enhance the quality of the interaction. For more spontaneous needs, the unscheduled option allows members to request immediate support. This is crucial for urgent financial inquiries or issues that require prompt attention, providing a level of service that can significantly enhance member satisfaction. Impacts on Member Engagement and Satisfaction The ability to choose between scheduled and unscheduled video meetings can profoundly affect how members perceive their credit union. It shows a commitment

We’re All Ears: Help Us Help You with Better Lobby Features

At Better Lobby, we believe that the best features come from listening to those who use our software every day – you! Whether you’ve been with us for a while or are new to the Better Lobby family, we want to hear your ideas. Your feedback could lead to our next big feature, or we might already have the perfect solution waiting for you! Discover Existing Features You might be surprised to learn that some of the enhancements you’re thinking about might already be part of Better Lobby. Our platform is packed with features designed to make managing your credit union’s lobby smoother and more efficient. From appointment scheduling to real-time analytics, we’ve developed a comprehensive suite of tools that may already address your needs. Good to Know: For those who like to dive deep, we recommend checking out our detailed user manuals and training videos available on our website. They cover all features extensively and might reveal functionalities you weren’t aware of. Tailored Solutions: Crafting Features from Your Feedback A significant number of Better Lobby’s standout features have been developed directly in response to the needs and requests of credit unions like yours. Our commitment to listening to and collaborating with our clients is at the core of our innovation strategy. This client-driven approach ensures that the solutions we offer are not only effective but also perfectly tailored to meet the specific challenges faced by credit unions. Collaboration Leads to Innovation Each time a credit union approaches us with a feature request, it kicks off a collaborative process of development. Here’s how it typically unfolds: Initial Discussion: We start by understanding the specific needs and challenges that the feature is intended to address. This often involves multiple discussions to ensure we fully grasp the requirements. Feasibility Analysis: Our development team assesses how the new feature can integrate with existing systems, its technical feasibility, and the potential impact on the current user experience. Development and Testing: Once approved, the feature moves into development. We keep in close contact with the requesting credit union, ensuring that the feature evolves in line with their vision and needs. Beta Testing: Often, the credit union that requested the feature will participate in beta testing, providing feedback and helping us refine the functionality before it’s rolled out to all users. Real Results from Real Requests Many of the features now integral to Better Lobby started as suggestions from credit unions striving to improve their operational efficiency and member satisfaction. For example, our Online Queuing System was developed after several credit unions noted the need for better crowd management during peak hours. Similarly, the Video Meeting Platform was enhanced to include more robust security features following input from clients concerned about protecting member data during remote consultations. Good to Know: If you see a feature that might benefit your operations, it’s likely that a credit union like yours was instrumental in its creation. We encourage you to participate in our user groups and forums to not only learn from others’ experiences but also to share your own insights, which could shape future updates or new features. By continually adapting Better Lobby based on the direct input of our users, we ensure that our platform evolves in a direction that adds real value to credit unions, helping them meet both current needs and future challenges. If you have an idea or need a new feature, remember—your input could be the catalyst for our next big development. Reach out and let’s innovate together! From Idea to Implementation When you reach out with a feature suggestion, you’re not just sending an email into the void. You’re initiating what could be the next great feature in lobby management. Our process involves careful consideration of each suggestion, assessing feasibility, alignment with current trends, and potential benefits to our broader user community. Good to Know: If you have a suggestion, consider detailing how this feature would impact your day-to-day operations and enhance your member service. More detailed proposals often translate into quicker assessment and prioritization in our development cycle. How to Reach Us Email your customer success manager. Or contact us on the contact page: Contact | Better Branches At Better Lobby, your insights drive our innovation. Together, we can ensure that our platform not only meets but exceeds the expectations of today’s credit unions, paving the way for a more efficient and member-friendly future. So, don’t hesitate—reach out today and let’s make Better Lobby even better, together!    

How Better Lobby Appointments Can Improve Your Member Service Strategy

A photo of Credit Union staff using a calendar to track member appointments. Better Lobby software platform has an appointment module where staff can book appointments and track appointments for the branch and whole credit union.

In today’s competitive landscape, credit unions are continuously seeking innovative strategies to enhance member service and operational efficiency. One pivotal area that holds significant promise is appointment management. Better Lobby Appointments offers a sophisticated solution designed specifically for credit unions, aiming to transform the traditional appointment setting into a dynamic tool that boosts member satisfaction and streamlines staff workflows. This blog explores how implementing Better Lobby’s appointment system can revolutionize your member service strategy. The Importance of Effective Appointment Management Appointment scheduling is like making a promise to your members: They count on you to be ready when they arrive, and you count on them to show up on time. When this system works smoothly, everyone is happy, and your credit union thrives on efficiency and member satisfaction. Impact on Member Satisfaction Members appreciate it when their time is valued. By implementing a sophisticated appointment system like Better Lobby Appointments, your credit union can offer precise scheduling options. This means members can plan their visits around their busy lives, reducing unexpected wait times and eliminating the hassle of queueing. When members experience this kind of efficiency, it boosts their overall satisfaction and trust in your credit union. Good to Know: Member satisfaction isn’t just about comfort; it’s a direct driver of your financial institution’s net promoter score (NPS), which reflects the likelihood of your members recommending your services to others. Higher satisfaction rates can lead to increased referrals and ultimately, more business. Enhanced Resource Allocation Efficient appointment management allows your credit union to see who is coming in and what services they will need, allowing you to allocate the right resources at the right time. This not only maximizes the productivity of your staff but also ensures that members receive more personalized and timely service. It reduces bottlenecks during peak hours and minimizes downtime during slower periods by spreading appointments out throughout the day. Good to Know: Better Lobby’s analytics can help predict busy times and member traffic trends, allowing your team to prepare in advance. This strategic approach to staff scheduling and resource management can significantly cut operational costs, as you are better equipped to handle demand with optimal efficiency. By mastering appointment scheduling, your credit union can transform its service delivery model, leading to happier members and a more streamlined operation. Features of Better Lobby Appointments Better Lobby Appointments module is designed to enhance the efficiency and effectiveness of how credit unions manage their interactions with members. Here’s a deeper look at some of the key features that make this tool a must-have for any member-focused financial institution. Real-Time Scheduling This feature allows both staff and members to see and manage appointments in real-time. Members can book, reschedule, or cancel appointments using your credit union’s website or mobile app, providing them with the flexibility to manage their time effectively. Real-time updates ensure that both parties are immediately informed of any changes, reducing misunderstandings and no-shows. Good to Know: Implementing real-time scheduling can significantly reduce the administrative workload involved in manually tracking and managing appointments, making it a critical tool for optimizing operational efficiency. Automated Reminders To help ensure that members keep their appointments, Better Lobby sends automated reminders via both SMS and email. These reminders can be customized to be sent out at specific intervals before the appointment, such as a day before or an hour before, depending on what works best for your members and your operations. Good to Know: Reminder systems are proven to reduce no-show rates dramatically. By decreasing missed appointments, your credit union can optimize staff time and improve service availability for all members. Staff and Member Facing Appointment Scheduling Better Lobby allows for a dual-facing approach to appointment scheduling: Staff-Facing: Your team can book appointments on behalf of members, offering a personal touch, especially when members are in-branch or calling in. Member-Facing: Members have the autonomy to book their appointments directly through digital platforms like your website or app, which is essential for catering to the digital-first preferences of many modern consumers. Good to Know: Offering both staff and member-facing scheduling options caters to a broader range of member preferences, enhancing overall satisfaction. Customization Options One of the standout features of Better Lobby Appointments is the ability to customize how staff are presented to members during the booking process. You can choose to: Show staff names and photos to personalize the experience. Hide staff details for privacy or security reasons. Use generic titles or roles, such as MSR, notary, or loan officer, which can simplify the booking process for members seeking specific services. Good to Know: Customizing the presentation of staff can help in managing member expectations and can also be used strategically to highlight the expertise available at your credit union, enhancing the perceived value of your services. By leveraging these advanced features, Better Lobby Appointments can transform how your credit union schedules and manages member interactions, leading to increased satisfaction and operational efficiency. Benefits for Credit Unions Better Lobby Appointments module brings a multitude of benefits to credit unions, directly impacting both operational efficiency and member satisfaction. Here’s how integrating this system can transform your credit union’s interaction with members: Reduced No-Shows Missed appointments can disrupt daily schedules and lead to lost productivity. However, with Better Lobby’s automated reminder system, your credit union can significantly reduce the incidence of no-shows. These reminders notify members of their upcoming appointments via email or SMS, giving them ample opportunity to cancel or reschedule if necessary. Good to Know: Statistics show that appointment reminders can reduce no-shows by up to 75%. For credit unions, this means fewer gaps in schedules and more efficient use of resources. Enhanced Member Experience One of the key goals of any credit union is to enhance member satisfaction and loyalty, and convenient scheduling is a big part of this. Better Lobby Appointments allows members to book, reschedule, or cancel appointments at their convenience, providing a seamless interaction that respects their time and needs. This convenience can significantly boost how

What is Lobby Management? How to Optimize your Credit Union’s Member Experience

In today’s fast-paced world, every interaction counts, especially for credit unions. Credit unions known that their personalized service must provide their members with top-notch experiences, starting from the moment they step into the branch. This is where effective lobby management becomes essential. Better Lobby and lobby management software can help Optimize your Credit Union. What is Lobby Management? Lobby management is a system that improves the operations and efficiency of the lobby. It can Optimize your Credit Union. It streamlines the flow of visitors, reduces wait times, and enhances overall member satisfaction. Lobby management systems are used by various institutions, including financial institutions, healthcare facilities, and government offices. For credit unions, in particular, lobby management plays a critical role in preventing member frustration and ensuring a seamless experience. Why is Lobby Management Important for Credit Unions? Prevent Member Frustration: Long wait times can be a significant source of frustration for members. A well-implemented lobby management system ensures that members are attended to promptly and efficiently. By organizing the flow of visitors and managing queues effectively, credit unions can minimize wait times and keep members satisfied. Improve Member Satisfaction: Member satisfaction is paramount for credit unions. A lobby management system helps in providing a positive and streamlined experience. When members see that their time is valued and their needs are addressed promptly, their overall satisfaction and loyalty to the credit union increase. Track Visits: Understanding member behavior is crucial for any financial institution. Lobby management systems allow credit unions to track visits, monitor peak times, and understand patterns. This data is invaluable for making informed decisions and improving services. Provide Data to Management: Data-driven decisions are the backbone of successful operations. Lobby management systems provide detailed reports and analytics, helping management understand visitor trends, staff performance, and areas needing improvement. This information is essential for optimizing operations and enhancing member experiences. The Importance of Tracking Visits Tracking visits in a credit union setting involves capturing detailed data about each member interaction. This includes: Member Information: Name, account details, and purpose of the visit. Staff Interaction: Which staff member assisted the member. Wait Time: How long the member waited before being helped. Service Time: The duration of the service provided by the staff member. Having this data at your fingertips allows credit unions to: Monitor Peak Times: Identify busy periods to allocate resources more effectively. Understand Member Patterns: Gain insights into the types of services members are seeking and tailor offerings accordingly. Improve Efficiency: Reduce wait times by optimizing staff schedules and workflows. Enhance Member Satisfaction: Provide a smoother, faster, and more personalized member experience. Traditional Methods of Tracking Visits Before the advent of sophisticated lobby management systems, credit unions relied on more manual methods to track visits. Here’s a look at two common traditional methods and their pros and cons. Clipboard and Paper Pros: Simplicity: Easy to implement without needing technical expertise. Cost-Effective: Low initial setup cost as it only requires paper and pens. Cons: Data Accuracy: Prone to human error in recording and transcribing information. Time-Consuming: Manual data entry and analysis take considerable time. Limited Insights: Difficult to generate detailed reports or analyze data trends. Storage Issues: Physical storage and retrieval of paper records can be cumbersome. Spreadsheets Pros: Organized Data: More structured than paper methods, allowing for basic data sorting and filtering. Cost-Effective: Often uses software already available, like Microsoft Excel or Google Sheets. Improved Accuracy: Reduces some human errors compared to paper-based methods. Cons: Manual Entry: Still requires manual data input, which can be time-consuming. Limited Automation: Generating complex reports and insights can be challenging without advanced spreadsheet skills. Collaboration Challenges: Multiple staff members updating the same spreadsheet can lead to version control issues.   The Power of Data: How Detailed Reports from Lobby Management Systems Drive Credit Union Success In today’s fast-paced and ever-changing financial landscape, data-driven decisions are the backbone of successful operations. Credit unions are no exception; they require precise, actionable insights to remain competitive and enhance member experiences. Lobby management systems, such as Better Lobby, provide detailed reports and analytics that empower management to understand visitor trends, staff performance, and areas needing improvement. Let’s explore how this data is essential for optimizing operations and highlight innovative ways credit unions can use these reports to their advantage. The Importance of Data-Driven Decision Making Data-driven decision-making involves collecting and analyzing data to guide strategic decisions. For credit unions, leveraging detailed reports from lobby management systems can provide several critical benefits: Understanding Visitor Trends: By analyzing visitor data, credit unions can identify peak times, popular services, and member preferences. This insight helps in tailoring services to meet member needs more effectively. Evaluating Staff Performance: Detailed reports allow management to track staff performance, including the number of members served, average service time, and member satisfaction. This information is vital for performance reviews and training needs. Identifying Areas for Improvement: By pinpointing bottlenecks and inefficiencies, credit unions can streamline operations and enhance the member experience. Optimizing Staffing and Scheduling: Accurate data on visitor trends helps in making informed staffing decisions, ensuring that branches are adequately staffed during peak times while avoiding overstaffing during slower periods. Supporting Organizational Health: Continuous monitoring of operational metrics supports the overall health of the organization, enabling proactive adjustments and improvements. Innovative Uses for Lobby Management Reports Detailed reports from lobby management systems offer a wealth of information that can be leveraged in creative ways. Here are three innovative methods credit unions can adopt to maximize the benefits of these reports: Enhancing Staff Incentive Programs: Performance-Based Rewards: Use data on staff performance to create incentive programs that reward employees for exceptional service. Metrics such as the number of members served, average service time, and positive member feedback can be the basis for bonuses or recognition programs. Personal Development: Identify areas where staff members excel and where they need improvement. Tailored training programs can be developed based on individual performance data, fostering a culture of continuous learning and professional growth. Strategic Decision Making: Branch Expansion

Unlocking Efficient Member Service with Better Lobby Kiosk

In the fast-paced world of financial services, credit unions face the dual challenge of enhancing member satisfaction while optimizing operational efficiency. Enter the Better Lobby Kiosk—an innovative solution designed to transform member services from the ground up. Unlocking Efficient Member Service with a kiosk. This powerful tool not only minimizes wait times but also enriches the member experience with self-service options, all while allowing staff to focus on more complex, value-added interactions. This article explores how the Better Lobby Kiosk can unlock new levels of efficiency and member satisfaction, setting your credit union apart in the competitive financial landscape.   What is the Better Lobby Kiosk? The Better Lobby Kiosk is a cutting-edge solution designed to streamline how members interact with your credit union. It’s essentially a digital station where members can perform a variety of tasks that would traditionally require staff assistance. This includes checking in for appointments, updating personal details, or even getting in line for services without having to physically stand and wait. Key Features of Better Lobby Kiosk Self-Service Capabilities: The kiosk allows members to serve themselves at their own pace, which not only speeds up the process but also empowers them to manage their interactions with the credit union directly. Real-Time Updates: It provides real-time updates about wait times and services, which keeps members informed and helps manage their expectations. Customizable Interface: The kiosk can be customized to reflect the credit union’s branding and specific service offerings, providing a consistent member experience that aligns with your brand identity. Integration with Existing Systems: Fully compatible with existing credit union management systems, the kiosk ensures that all member activities are synchronized across all platforms, from mobile apps to desktop interfaces. Good to Know about Better Lobby Kiosk For credit union executives aiming to optimize branch operations, the Better Lobby Kiosk not only reduces the immediate burden on your staff but also collects invaluable data on member behavior and preferences. This data can be leveraged to further refine your service offerings and operational strategies, turning routine interactions into opportunities for improvement and innovation. Kiosks can help your credit union and branches Unlocking Efficient Member Service. Benefits of Implementing Better Lobby Kiosk Implementing the Better Lobby Kiosk at your credit union can transform the member service experience in several significant ways. Here’s how: Reduced Wait Times using a Kiosk One of the most immediate benefits of the Better Lobby Kiosk is the reduction in member wait times. By enabling members to check themselves in and manage basic transactions through the kiosk, queues at service desks are significantly shortened. This means less time standing around for members, and more time engaging with the services they need. Enhanced Member Experience in the Lobby The kiosk enhances the overall member experience by offering a modern, efficient, and user-friendly way to interact with the credit union. Members appreciate the autonomy of self-service options, which empower them to handle their banking needs on their own terms. This autonomy can lead to increased satisfaction and loyalty as members enjoy a sense of control over their banking interactions. Operational Efficiency for Serving Members With kiosks handling routine tasks, credit union staff are freed up to focus on more complex member needs. This shift not only optimizes the use of human resources but also enhances the quality of service provided. Staff can dedicate more time to consultative services, like loan inquiries and financial advice, which require a personal touch and expert knowledge. Good to Know For those at the management level, consider how integrating kiosks could also serve as a training tool for new staff. As new employees observe member interactions with the kiosk, they can quickly understand common member needs and queries, speeding up the training process and ensuring consistency in member service across all touchpoints.   Text Me When I’m Soon to Be Served The “Text Me When I’m Soon to Be Served” feature of the Better Lobby Kiosk is a significant enhancement designed to improve the waiting experience for credit union members. Here’s a closer look at how this feature works and its benefits: How this Text Feature Works Members who check in at the Better Lobby Kiosk can opt to receive a text message notification when they are next in line to be served. This simple yet effective feature allows members the freedom to move around without the worry of missing their turn. Whether they choose to wait in their car, step out for a coffee, or handle other errands nearby, they remain informed and ready to return when it’s their time to be served. Benefits of the Feature Flexibility for Members: Members no longer need to sit in a waiting area staring at the queue number display. They can use their waiting time effectively, reducing perceived wait times and enhancing their overall experience. Efficient Queue Management: This feature helps maintain an orderly queue by ensuring that members are present and ready for their appointment, reducing delays and improving the flow of service. Enhanced Member Satisfaction: Offering such conveniences can significantly boost member satisfaction, as it demonstrates the credit union’s respect for members’ time and comfort. Implementation Considerations before Unlocking Efficient Member Service While many credit unions find this feature particularly useful in busy branches, it’s adaptable to the needs of each institution. Some may choose to activate it only during peak times or specific days, while others might keep it as a permanent convenience. Credit unions have the flexibility to turn this feature on or off depending on their operational preferences and member feedback. Good to Know For those managing credit union operations, it’s worth noting that the effectiveness of this feature can be tracked through analytics provided by the Better Lobby system. By reviewing how many members opt into and respond to these notifications, management can make informed decisions about customer service strategies and potential areas for further improvement in the customer journey. Key Takeaways about Unlocking Efficient Member Service The Better Lobby Kiosk offers transformative benefits for credit unions,

How Better Lobby Drives Strategic Decisions for Credit Union CEOs

In the dynamic world of financial services, Credit Union CEOs are constantly seeking innovative ways to enhance operational efficiency, improve member satisfaction, and ensure compliance with regulatory standards. Enter Better Lobby—a sophisticated tool designed specifically for credit unions to streamline operations and enhance strategic decision-making. Better Lobby Drives Strategic Decisions, helping your credit union. This blog post delves into how Better Lobby equips CEOs with the insights and tools necessary to make informed, strategic decisions that propel their institutions forward.   Real-Time Data Access Understanding Real-Time Data Access Real-time data access is about getting the latest information right when it happens. Imagine you’re watching a sports game and seeing the score change the moment a goal is scored, rather than hearing about it the next day. For credit union CEOs, this means seeing what’s happening at their branches this very second—not last week or yesterday. Better Lobby’s system shows up-to-the-minute data on everything from member check-ins to service completion times. This immediate insight allows leaders to see how busy branches are, what services are being used most, and how quickly staff are handling requests. Impact on Decision-Making With real-time data, decisions can be made swiftly and more accurately. If a branch suddenly gets busy, a CEO can immediately decide to reallocate staff or resources to handle the increase in member traffic. This kind of quick thinking can greatly improve member satisfaction as it reduces wait times and enhances the overall service experience. Good to Know: Advanced Analytics (For those with a keen interest in data depth) While real-time data is invaluable for immediate decisions, Better Lobby also offers advanced analytical tools that allow for deeper insight. These tools can analyze trends over time, predicting future busy periods, and even identify potential areas for service improvement. This predictive capability is crucial for strategic planning, helping CEOs not only react to current conditions but also proactively prepare for future challenges and opportunities. Enhanced Member Insights Understanding Member Behaviors and Preferences Better Lobby’s analytics tools dive deep into the sea of member data, pulling up valuable treasures about what members like, what they don’t, and how they interact with your services. Just like a detective pieces together clues to solve a mystery, Better Lobby helps credit union CEOs understand the patterns and preferences of their members. This knowledge is critical because it tells you not just what your members are doing but gives clues on why they do it. For instance, if you notice a surge in auto loan inquiries every spring, you could prepare better offers or staff training around that time to capture more business and provide better service. Guiding Product Development and Marketing Knowing what your members want and need can significantly influence both the products you offer and how you market them. For example, if Better Lobby’s data shows a high demand for digital banking among younger members, a credit union could focus on enhancing its mobile banking app and tailoring marketing messages to highlight these features. This tailored approach ensures that products and services resonate more effectively with members’ needs, increasing uptake and satisfaction. Good to Know: Targeted Marketing Strategies (For those who appreciate the nuance in data application) Advanced segmentation capabilities in Better Lobby allow credit unions to not only understand broad member behaviors but also to segment these behaviors by demographics, transaction types, or other custom categories. This ability to segment can inform highly targeted marketing campaigns. For instance, if analytics reveal that members aged 30-40 are most likely to take out home loans, marketing efforts can be specifically designed and directed at this group, potentially increasing the success rate of these campaigns.   Streamlined Operations Optimizing Branch Workflow Better Lobby simplifies how credit unions manage the flow of members through their branches. By efficiently organizing queue management and appointment scheduling, it ensures that members spend less time waiting and more time engaging with services that matter. This efficiency isn’t just about speed; it’s about making each interaction as productive and pleasant as possible. For example, the appointment scheduling feature allows members to book their visits at times convenient for them, which helps distribute member traffic evenly throughout the day. This reduces peak-time congestion and improves the overall member experience. Reducing Operational Costs Streamlined operations translate directly into cost savings. With Better Lobby, your staff can manage more members with fewer resources, reducing the need for overtime costs and allowing you to allocate staff more effectively. Moreover, by predicting busy times and managing member flow, you can optimize staffing schedules to ensure that you have just the right amount of resources at the right times, avoiding both under and over-staffing. Good to Know: Resource Optimization (For those who delve deeper into operational strategy) Beyond immediate operational efficiencies, Better Lobby’s data can be used for strategic planning. The insights gathered from daily operations can inform decisions about branch layouts, the need for additional service counters, or even the potential benefits of opening new branch locations based on member traffic and service uptake. This kind of strategic use of operational data can significantly enhance long-term planning and resource allocation, ensuring that credit unions are not only managing their current operations efficiently but are also well-prepared for future growth and expansion.   Improved Member Satisfaction Personalizing the Member Experience Better Lobby plays a crucial role in elevating the member experience by personalizing interactions and minimizing wait times. When members visit your branches, they are greeted not just by a friendly face but also by a system designed to serve them efficiently and effectively. The software tracks member preferences and history, allowing staff to tailor their approach to each individual’s needs. For instance, if a member consistently inquires about loan options or savings plans, Better Lobby can prompt your staff with this information ahead of the meeting. This not only makes members feel valued but also increases the likelihood of satisfying their financial needs quickly. Driving Credit Union Growth A satisfied member is more likely to return and use

The Future of Member Engagement: Interactive Technologies That Are Changing the Game

In today’s digital age, staying connected and engaged with members is more critical than ever for financial institutions. This article dives into how innovative technologies are transforming the way credit unions interact with their members. The Future of Member Engagement is interactive technologies. By integrating advanced tools and systems, these institutions can significantly enhance member satisfaction and streamline service delivery. What to Expect: In the upcoming sections, we will explore a variety of technological solutions that are making a big impact. From sophisticated reporting tools that provide deep insights into member behaviors to dynamic text messaging systems that facilitate instant communication, and interactive video meetings that bring face-to-face interactions online, each technology plays a pivotal role in reshaping member services. We’ll look at how these tools not only improve operational efficiency but also enrich the overall member experience. Good to Know: For those interested in the technical side, it’s important to note how the integration of these technologies can influence data security and compliance. Advanced encryption and secure data handling protocols are essential components of these technologies, ensuring that member information is protected while enhancing engagement. This is particularly crucial for institutions navigating the complex regulatory landscapes of financial services.   Evolution of Member Engagement Technologies Historical Context of Member Engagement Member engagement at credit unions has evolved significantly over the years. Traditionally, interactions were primarily face-to-face, with members visiting local branches for every little query or transaction. This method, while personal, was often time-consuming and limited by branch operating hours. Modern Technologies for Credit Unions Today, technology has revolutionized how credit unions interact with their members. We now have: Reporting Tools: These provide deep analytics on member behavior and preferences, allowing for more personalized service. SMS (Text Messaging): Instant communication is possible with text messaging, enabling credit unions to send reminders, alerts, and even personalized offers directly to members’ phones. Video Conferencing: Virtual face-to-face interactions through video conferencing break the barriers of location, making it convenient for members to speak with credit union representatives without stepping into a branch. Importance of Adaptation In a digital era, adapting to these technologies is no longer optional for credit unions—it’s essential. Utilizing modern technologies not only improves operational efficiency but also enhances member satisfaction by providing services that are quick, personalized, and accessible from anywhere. This adaptation is crucial for staying competitive in a market where members expect convenience and personalization. Good to Know: Engaging with members through these technologies can also improve online visibility. For instance, credit unions that actively use SMS for promotions or video conferencing for consultations can leverage these interactions for content creation, enhancing their digital marketing efforts and boosting search engine rankings.   Reporting Understanding Better Lobby’s Reporting Better Lobby offers a range of printable reports that are crucial for managing operations effectively. These reports cover everything from daily operations to in-depth analyses of member visits and staff service volumes. The Role of Reports These detailed reports are vital tools for credit unions. They help identify both strengths and areas needing improvement within specific branches. By examining patterns in member visits or staff performance, management can make informed decisions that directly impact the efficiency and effectiveness of their services. Why Reporting Matters In today’s data-driven world, the ability to collect and analyze information is essential. Reports from Better Lobby provide credit unions with the insights needed to optimize their operations. Remember, you can’t improve what you don’t track and measure. By keeping an eye on these metrics, credit unions can ensure they are meeting their members’ needs and adapting to changing demands effectively. Good to Know: Consider how data from these reports can be used to create content. For example, sharing case studies or success stories based on report data can greatly enhance online engagement and visibility. This not only positions your credit union as a data-driven and member-focused institution but also improves your content’s relevance and appeal.   See the Mood of the Queue with Just One Look Queue Vibe Display Overview Better Lobby’s Queue Vibe Display is a revolutionary feature designed to instantly show the mood of the queue in your credit union lobby. This popular innovative tool uses a simple, visual format to convey information, making it easy for staff to gauge member satisfaction at a glance. Visual Feedback System The Queue Vibe Display uses universally understood emojis to communicate the mood of the queue. Here’s how it works: A happy face emoji means members are satisfied, indicating that services are running smoothly. A neutral face suggests an average experience, pointing out areas where there may be room for improvement. A sad face alerts staff to issues that need immediate attention to prevent member dissatisfaction.   This system allows for real-time adjustments, ensuring that member needs are promptly addressed.   Benefits for Credit Unions Implementing the Queue Vibe Display in your lobby can dramatically enhance your service delivery: Quick and Easy: Staff can understand the lobby’s atmosphere with just a glance, enabling them to react swiftly to changes. Enhances Member Experience: By responding quickly to the displayed moods, your team can significantly boost member satisfaction. Efficiency for Busy Teams: Ideal for busy teams, this tool cuts down the time spent on analyzing detailed reports, allowing staff to focus on direct service and member interaction. Integration with Existing Systems Better Lobby’s innovative features like the Queue Vibe Display are designed to seamlessly integrate with existing systems within your credit union. This integration means you don’t have to overhaul your current setups but can enhance them with these additional functionalities. By syncing with systems like appointment scheduling and member management, these tools provide a holistic view of your lobby’s atmosphere and efficiency. Feedback from Credit Unions The feedback from credit unions using these technologies has been overwhelmingly positive. The module bridges generational divides and everyone from Boomers to Gen Z enjoy using the tool. Good to Know: For those looking to leverage this technology further, consider integrating the data from the Queue Vibe Display into

Better Lobby for Enhanced Branch Efficiency

A photo of people in a credit union in a queue waiting in line. The better lobby online queue helps both credit union staff and credit union members to optimize the branch and helps to reduce branch wait-times.

In the dynamic landscape of financial services, credit unions face the dual challenge of enhancing operational efficiency while ensuring a seamless member experience across multiple branches. Better Lobby for Enhanced Branch Efficiency. This is where Better Lobby comes into play, revolutionizing the way credit unions operate with its innovative features such as Online Queuing and the Flexible Branch Video Module. These tools not only streamline operations but also fortify the connectivity between different branch locations. Streamlining Operations with Online Queuing Better Lobby’s Online Queuing system is a game-changer for credit unions aiming to optimize their member service experience. Before even stepping out of their homes or offices, members can check queue statuses and wait times at their preferred branch. This foresight allows them to plan their visits more effectively, reducing frustration and wait times. This advanced planning capability is especially beneficial during peak hours or promotional events, when branches typically experience higher foot traffic. Members can choose to visit at less crowded times, enhancing their overall experience and satisfaction. Furthermore, the Online Queuing system empowers branch staff by providing real-time data on incoming member traffic. This allows managers to allocate resources more efficiently, ensuring that staff levels are adequate to handle the anticipated service demand without unnecessary overstaffing or understaffing. For the branches, this means a smoother flow of members and enhanced management of service peaks, leading to a more balanced workload for staff. The system’s analytics also help identify trends and patterns in member visits, enabling strategic planning and adjustments to service offerings or branch hours based on actual member behavior and preferences. This strategic insight supports continuous improvement in service delivery, fostering a proactive rather than reactive approach to member management.     Online queuing systems offer numerous benefits for credit unions and can significantly enhance member satisfaction. Here are some key advantages: Reduced Wait Times: By allowing members to join a queue before arriving, credit unions can manage service flow more effectively, reducing on-site wait times and enhancing the overall member experience. Increased Efficiency: With better foresight into the number of visitors and their needs, staff can prepare in advance, improving operational efficiency and ensuring that members receive prompt and effective service. Improved Staff Allocation: Real-time data on queue statuses enables credit unions to optimize staff allocation, ensuring that resources are directed where they are needed most during peak times. Enhanced Member Satisfaction: The convenience of joining a queue remotely improves the service experience for members, leading to higher satisfaction and loyalty. Members appreciate the transparency and control over their time. Decreased Member Frustration: By minimizing uncertainties related to wait times and crowded branches, online queuing systems reduce stress and frustration for members. Better Data Insights: The data collected through online queuing systems can be analyzed to understand patterns in member behavior, helping credit unions make informed decisions about service improvements, branch hours, and staff training. Flexibility for Members: Members can choose the best time to visit based on real-time and forecasted wait times, which allows them flexibility and convenience, especially for those with tight schedules. Effective Communication: Integrated notification systems can alert members about their queue status or any changes, enhancing communication and trust between the credit union and its members. Environmentally Friendly: Reducing the need for physical tickets and relying on digital systems not only saves paper but also aligns with eco-friendly practices. Competitive Advantage: Offering an innovative service like online queuing can distinguish a credit union from competitors, attracting new members looking for modern and efficient banking solutions.   Bridging Branches with Flexible Branch Video Module The Flexible Branch Video Module takes inter-branch collaboration to the next level. This innovative feature enables staff stationed at one branch to effectively serve members located at another branch through secure video connections. This capability is crucial, especially when specific expertise is required—such as discussing mortgage options or investment plans—that may not be available in every branch. By leveraging video technology, credit unions can ensure that their members receive the expert advice they need, regardless of their physical location. Branch-to-branch video meetings offer significant advantages for credit unions and can greatly enhance member satisfaction. Here are seven key benefits: Expanded Access to Expertise: Members can access specialized services and expertise from staff located at other branches, ensuring that they receive the best possible advice and support without the need for physical travel. Improved Resource Utilization: Credit unions can optimize the use of their staff by allowing experts in specific areas (like mortgage advisors or investment specialists) to serve members across multiple branches via video calls. Enhanced Convenience for Members: Members enjoy the convenience of receiving expert consultations and completing complex transactions without having to visit multiple branches or wait for the appropriate staff member to be available at their local branch. Reduced Wait Times: By facilitating immediate connections with available staff across the branch network, video meetings can significantly reduce wait times for members seeking specialized services. Personalized Service Experience: Video meetings allow for a face-to-face interaction that is more personal and engaging compared to phone calls, enhancing the member’s experience and satisfaction. Increased Flexibility: Members can choose to connect with credit union staff from the comfort of their home, workplace, or the nearest branch, providing flexibility and adapting to the member’s lifestyle.   Enhancing Member Communication with NotifyNow™ NotifyNow™, an integral feature of Better Lobby, enhances the communication flow between credit unions and their members. It allows staff to send timely notifications to members, informing them when it’s almost their turn to be served. This feature is particularly beneficial for members who opt to wait in their vehicles or nearby locations, contributing to a safer and more convenient waiting experience. It ensures that members are kept in the loop in real time, reducing missed appointments and improving overall satisfaction. Key Takeaways about Better Lobby for Enhanced Branch Efficiency Better Lobby equips credit unions with the tools necessary to enhance operational efficiency across multiple branches while maintaining a high standard of member service. The integration of Online

Behind the Scenes: How Better Lobby’s Data Analytics Empowers Credit Unions

An image of a women working in a credit union pointing to pie charts and graphs, representing the reports and dashboards of better lobby.

In an era where data reigns supreme, credit unions are not just financial institutions; they are hubs of member activity and interaction. Recognizing patterns, understanding member needs, and optimizing operations are not just goals but necessities for success. This is where Better Lobby steps in, not just as a lobby management tool but as a powerhouse of data analytics that empowers credit unions to harness the full potential of their data. Deep Dive into Better Lobby’s Data Analytics Better Lobby’s suite offers a comprehensive view of operational metrics through advanced data analytics capabilities. It goes beyond traditional management systems to provide actionable insights that can significantly enhance service delivery and operational efficiency. Member Behavior Insights Utilizing data analytics, Better Lobby helps credit unions understand how members interact with their services. Which services are most in demand? At what times are branches most visited? Answers to these questions help tailor member interactions, leading to improved satisfaction rates. Staff Allocation Optimization One of the key challenges for any credit union is optimizing staff schedules to meet member demand without overstaffing or understaffing. Better Lobby’s analytics can predict peak times and member flow, allowing for data-driven staff scheduling that ensures members receive timely assistance without unnecessary delays. Future Trends Prediction By analyzing historical data and current trends, Better Lobby equips credit unions with the ability to forecast future needs. This predictive capability ensures that credit unions are always a step ahead, ready to adapt to member needs before they become apparent. Utilizing Reports and Dashboards Better Lobby isn’t just about collecting data; it’s about making data understandable and actionable through its robust reporting and dashboard features. Printable Reports Detailed reports on various aspects such as branch efficiency, employee performance, and cross-selling activities are available. These reports provide a granular view of operations and are indispensable for performance reviews and strategic planning. Dynamic Dashboards The dashboards offer a high-level view of the entire credit union or drill down to specific branches. Customizable time frames and comparative analyses make these dashboards a vital tool for daily operations and long-term strategic planning. Plus, with the capability to export or email dashboards, sharing insights with stakeholders is just a click away. Business Intelligence Integration Taking data analytics a step further, Better Lobby integrates seamlessly with leading business intelligence tools like Tableau and Power BI. This integration allows business analysts to create comprehensive dashboards that not only include Better Lobby data but also amalgamate other data sources available to the credit union. This holistic view enables deeper insights and fosters a culture of data-driven decision-making across the organization. Another reason why Data Analytics Empowers Credit Unions. Key Takeaways about Data Analytics Empowers Credit Unions Better Lobby transforms raw data into insights that empower credit unions to not only meet but exceed member expectations. By understanding member behavior, optimizing staff allocation, and predicting future trends, credit unions can enhance their operational efficiency and member satisfaction. In 2024 and beyond, leveraging Better Lobby’s data analytics capabilities will be key to thriving in the competitive financial landscape.

How Better Lobby Acts as a Mood Tracker for Your Credit Union

In any credit union, understanding the mood or sentiment of your members can significantly impact service delivery and overall member satisfaction. Better Lobby, with its comprehensive suite of features, effectively serves as a mood tracker, providing invaluable insights into the emotional pulse of your members. This innovative approach not only enhances member experience but also fosters a more responsive and empathetic service environment. Real-Time Feedback and Sentiment Analysis Better Lobby’s sophisticated system captures real-time feedback from members through various touchpoints during their visit. Whether it’s through digital kiosks, online queuing, or during appointment scheduling, each interaction offers a chance to gauge member satisfaction. This feedback is instantly analyzed, providing a snapshot of member sentiment that can range from delighted to dissatisfied. Appointment and Queue Management Insights One of the key components of Better Lobby is its robust appointment and queue management system. This feature not only streamlines operations but also serves as a mood barometer. By monitoring wait times and service duration, credit unions can directly correlate these metrics with member satisfaction. Longer wait times often lead to frustration and a negative mood, whereas quick and efficient service can enhance the overall member experience, fostering a positive sentiment.     Text Communication: A Window into Member Feelings Better Lobby’s text messaging feature is particularly adept at capturing real-time emotions. This system allows for immediate communication with members who might be waiting for service or have just completed a transaction. Text interactions can provide quick sentiment indicators that are more timely than traditional surveys which might not be filled out until much later, if at all.   Data-Driven Mood Analysis The real power of Better Lobby as a mood tracker lies in its ability to aggregate and analyze data over time. By examining trends in service times, member feedback, and other operational metrics, Better Lobby helps credit unions identify patterns that may indicate broader issues affecting member satisfaction. This ongoing analysis is crucial for making informed decisions that aim to improve the mood and satisfaction levels across all member interactions.   Proactive Service Adjustments With real-time data and trends at their fingertips, credit unions can proactively make adjustments to their services. If data shows a trend of dissatisfaction at certain times of day or with specific services, management can intervene promptly to rectify these issues. This responsiveness not only improves the immediate mood but also builds long-term trust and loyalty among members. See the Mood of the Queue with Just One Look The Queue Vibe Display – Improve how you understand and manage your lobby’s atmosphere, making it easier than ever to gauge the mood of your queue with a simple, visual approach. Why You’ll Love the Queue Vibe Display: Quick and Easy: Get an instant read on the lobby’s mood with a single glance. Like a mood ring. Fun Emojis: Utilizes universally understood emojis to indicate mood—happy, neutral, or sad faces reflect the current wait-time satisfaction. Better Service: Enables quicker reactions from your team, aiming to boost member satisfaction in real-time. Demanded by Credit Unions: Specifically developed in response to requests from leading credit unions looking to enhance member experiences. Mood Tracker for Your Credit Union – How it works: Our Queue Vibe Display uses advanced algorithms to analyze wait times and member feedback continuously. Based on this data, it displays an emoji that sums up the overall mood of the queue: A happy face indicates that members are satisfied and things are running smoothly. A neutral face suggests that the experience is average, with potential room for improvement. A sad face signals that there are issues needing immediate attention to prevent member dissatisfaction. Perfect for Busy Teams: For teams that are always on the move and can’t delve into detailed reports, the Queue Vibe Display is a game-changer. It provides essential insights at a glance, enabling you to maintain high service levels without getting bogged down by data. Key Takeaways about Mood Tracker for Your Credit Union Real-time sentiment tracking: Better Lobby provides immediate insights into how members feel during their interactions, allowing for quick adjustments. Predictive mood analysis: Long-term data collection and analysis help predict trends and prevent issues before they affect member satisfaction. Enhanced communication: Direct text interactions with members facilitate a deeper understanding of their immediate needs and emotional states. If you’re looking to understand and improve the mood and satisfaction of your members, consider a demo of Better Lobby. See firsthand how this powerful tool can transform the way your credit union responds to its members’ needs and emotions. Request Demo  

Maximizing the Benefits of Video Meetings for Credit Unions

An image of a credit union member meeting with a credit union over video meeting. Better Branches flexible branch video can enable credit unions to have video meetings with members and visitors.

In today’s digital age, credit unions are uniquely positioned to enhance member engagement and satisfaction through video meetings. The Better Lobby Flexible Branch Video Module offers an innovative solution, allowing members to connect with credit union staff from anywhere. This capability is not just a convenience; it’s a game-changer in personalized banking services. Let’s explore how credit unions can fully leverage this technology to maximize its benefits, ensuring the link for video appointments is highly visible, effectively communicating the availability of video meetings, and maintaining sufficient staff for on-demand and scheduled video interactions. 1. Prominently Display the Video Meeting Link Ensuring that the link for members to book video appointments is highly visible is key. Place this link strategically on the main menu or the homepage of your website where it is easily accessible. This reduces friction and makes it effortless for members to schedule appointments, leading to increased engagement and satisfaction.     2. Inform Members About Video Meeting Options Communication is critical. Make it a point to inform members about the availability of video meetings while they are in the branch. This can be achieved through digital signage, brochures, or by training staff to notify members during regular interactions. Highlighting this option caters to those who prefer digital interactions and enhances convenience.     3. Staff Availability for On-Demand and Scheduled Video Meetings It is essential to ensure that there are dedicated staff available to handle both on-demand and scheduled video meetings. This means having trained personnel ready to connect with members at designated times, which helps in managing member expectations and delivering a seamless service experience. Credit Unions who utilize the video on-demand option and create an amazing member experience have staff dedicated to monitoring the on-demand virtual lobby. Branches that have low face-to-face traffic are ideal to monitor the virtual lobby, turning a low-traffic branch into a high-traffic virtual branch.   4. Utilize Helpful Information Related to this Appointment Topic Setting up helpful information related to the appointment topic helps members when they book the appointment and lets them know how they should be prepared for the video appointment. It gives both staff and members a clear understanding of what will be discussed, which helps in keeping the meeting concise and focused. You could also include information about the process (loan application, mortgage application, opening a new account, etc), this can be simple bullet points or a detailed plan, depending on the complexity of the topics to be covered.   5. Follow-Up Communications After a video meeting, sending a follow-up email can make a big difference. This email should thank the member for their time, summarize the discussion points, and outline the next steps. This not only reinforces the credit union’s commitment to member service but also ensures that both parties are on the same page moving forward. Key Takeaways about Video Meetings for Credit Unions Embracing video meetings is more than just adopting new technology; it’s about transforming the member experience. By making video meeting links easily accessible, informing members proactively about their meeting options, and ensuring staff availability, credit unions can provide a seamless and enriched service experience. This approach not only meets the evolving expectations of members but also sets the stage for deeper engagement and loyalty. As we continue to navigate a digital-first world, the integration of such technologies will be crucial in keeping credit unions at the forefront of customer-centric innovation.

Elevating Member Satisfaction: How Better Lobby Empowers Credit Unions

A photo of four people celebrating in a credit union. Success stories from credit unions of their use of Better Lobby, lobby management software platform.

In today’s competitive financial landscape, credit unions face the ongoing challenge of not only attracting new members but also ensuring the satisfaction and loyalty of existing ones. As institutions built on the principles of community and member-centricity, credit unions have a unique opportunity to leverage innovative solutions like Better Lobby to Elevating Member Satisfaction and drive long-term success. Understanding Member Needs: The Foundation of Credit Union Success At the heart of every credit union’s mission is a commitment to meeting the diverse needs of its members. From providing affordable financial products to offering personalized service, credit unions strive to create a banking experience that prioritizes the well-being of their members above all else. Elevating Member Satisfaction with Better Lobby In the competitive landscape of financial services, member engagement is paramount for credit unions seeking to differentiate themselves. Better Lobby emerges as a transformative tool in this pursuit, revolutionizing the member experience within credit union branches. By seamlessly integrating with existing systems, Better Lobby streamlines lobby management processes, allowing credit unions to allocate resources more efficiently and optimize staff productivity. Through its intuitive interface and robust features, Better Lobby empowers credit unions to deliver personalized service experiences that resonate deeply with members, fostering stronger relationships and increasing member satisfaction.   Simplifying Appointment Scheduling for Seamless Member Experiences In today’s fast-paced world, convenience is key. Better Lobby recognizes this imperative by simplifying appointment scheduling for credit union members. No longer constrained by traditional appointment-setting methods, members can easily book appointments online at their convenience, eliminating the need to wait in line or navigate complex scheduling systems. With Better Lobby, members have the flexibility to choose the time and location that best suits their needs, ensuring that their banking requirements are met with efficiency and ease. This seamless scheduling process not only enhances member satisfaction but also reinforces the credit union’s commitment to delivering exceptional service experiences tailored to the modern member’s lifestyle.   Enhancing Staff Efficiency and Elevating Member Satisfaction At the core of every successful credit union lies a dedicated team committed to delivering exceptional service. Better Lobby plays a pivotal role in empowering credit union staff to excel in their roles while simultaneously elevating member satisfaction to new heights. By equipping staff with real-time insights and intuitive tools, Better Lobby enables branches to operate with unparalleled efficiency, minimizing wait times and maximizing staff productivity. Through Better Lobby’s comprehensive dashboard, staff gain invaluable insights into appointment schedules, member preferences, and branch performance metrics. Armed with this actionable data, staff can proactively manage appointments, allocate resources effectively, and anticipate member needs, ensuring a seamless and personalized service experience. Moreover, Better Lobby facilitates seamless communication between staff and members, enabling staff to provide timely updates, address inquiries promptly, and offer tailored recommendations. This enhanced level of engagement fosters stronger connections between staff and members, instilling a sense of trust and loyalty that transcends transactional interactions. By streamlining operations and optimizing staff workflows, Better Lobby enables credit unions to deliver on their promise of exceptional service, driving member satisfaction and loyalty. As branches operate more efficiently and effectively, members enjoy shorter wait times, personalized attention, and a banking experience that exceeds expectations. You need to communicate: Why Joining a Credit Union is a Smart Financial Decision to current and potential members. Joining a credit union offers numerous advantages, including lower fees, competitive loan rates, and a strong sense of community. By choosing a credit union, members become part of an institution that prioritizes their financial well-being and values their individual needs. Embracing Innovation for Member-Centric Success In an era where digital convenience reigns supreme, credit unions must embrace innovation to remain relevant and competitive. Better Lobby represents a significant step forward in this journey, providing credit unions with the tools they need to deliver exceptional service and exceed member expectations. In conclusion, Better Lobby by Better Branches Technology empowers credit unions to enhance member satisfaction, streamline branch operations, and build stronger, more meaningful relationships with their members. By embracing innovation and putting the needs of members first, credit unions can unlock new opportunities for growth and success in the ever-evolving financial landscape.

Introducing “Paw-sitive Banking”: Better Branches’ Pet Services Module

A dog that is surrounded by money and wearing a gold chain and sunglasses. Better Lobby, the software platform for credit unions enables credit unions to best serve credit unions members including their pets.

Your Credit Union, Your Life: Banking That Fits Your World Today’s credit union members expect more than just checking accounts and loans—they’re looking for services that understand and support their whole lifestyle. At Better Branches Technology, we believe your credit union should be as unique as you are. That’s why we’re always working on tools and services that go beyond the basics to make everyday banking more personal, more flexible, and more enjoyable. Banking That’s PersonalGone are the days of one-size-fits-all banking. Whether you’re a student juggling classes and part-time work, a new parent managing expenses, or someone preparing for retirement, your needs are different—and your credit union should reflect that. Better Branches helps credit unions deliver personalized, human-centered service with smart technology that fits real life. More Than MoneyYour financial health is connected to every part of your life—from your home and career to your hobbies and even your relationships. We think your credit union should support that full picture. That means offering services and experiences that fit your real, day-to-day world. The Future of Credit Union ServicesWe’re seeing a major shift in how credit unions think about service. It’s not just about dollars and cents anymore—it’s about connection, convenience, and community. Forward-thinking credit unions are starting to: Offer flexible scheduling and video appointments so you can bank on your time. Design branches with comfort and accessibility in mind. Use digital tools that make banking smarter, not harder. Create services that support your whole household—not just your bank account. Next Up: Paw-sitive Banking We’re excited to say that something new is on the horizon. It’s a little different, a little fun, and a big step toward making your credit union experience feel even more like home. Stay tuned—your banking experience is about to get even more paws-onalized. Paw-sitive Banking: Helping our Furry Friends Today’s credit union members expect more than just checking accounts and loans—they’re looking for services that understand and support their whole lifestyle. At Better Branches Technology, we believe your credit union should be as unique as you are. That’s why we’re always working on tools and services that go beyond the basics to make everyday banking more personal, more flexible, and more enjoyable. Banking That’s PersonalGone are the days of one-size-fits-all banking. Whether you’re a student juggling classes and part-time work, a new parent managing expenses, or someone preparing for retirement, your needs are different—and your credit union should reflect that. Better Branches helps credit unions deliver personalized, human-centered service with smart technology that fits real life. More Than MoneyYour financial health is connected to every part of your life—from your home and career to your hobbies and even your relationships. We think your credit union should support that full picture. That means offering services and experiences that fit your real, day-to-day world. The Future of Credit Union ServicesWe’re seeing a major shift in how credit unions think about service. It’s not just about dollars and cents anymore—it’s about connection, convenience, and community. Forward-thinking credit unions are starting to: Offer flexible scheduling and video appointments so you can bank on your time. Design branches with comfort and accessibility in mind. Use digital tools that make banking smarter, not harder. Create services that support your whole household—not just your bank account. Introducing “Paw-sitive Banking”: Better Branches’ Pet Services Module In an innovative leap that combines financial services with pet care, Better Branches Technology is thrilled to unveil our latest module, “Paw-sitive Banking”. Understanding that pets are integral members of many families, we now offer dedicated services to enhance the banking experience for both humans and their beloved animal companions. Pet Services Module by Better Lobby can help members with pets and credit unions. The “Paw-sitive Banking” Experience Better Branches Technology has always been at the forefront of providing tailored solutions to meet the diverse needs of credit union members. Recognizing that nearly 68% of American households include a pet, we decided it was time to cater not just to our members, but also to their furry, feathered, or even scaly family members. Pet-Friendly Branches: Starting today, members can bring their pets into selected credit union branches. Our facilities have been upgraded with pet relaxation areas, treats, and hydration stations to ensure a comfortable visit for your companions. Financial Products for Every Pet: Whether you own a dog, cat, parrot, or even a miniature pony, our new pet services include: Pet Insurance Plans: Comprehensive coverage options to keep your pets healthy without breaking the bank. Pet Loans: Special financing for everything from veterinary emergencies to luxury pet houses. Investment Toys: Unique, high-return toys that keep your pet engaged while growing their own wealth. Imagine a chew toy that accrues interest! Unique Offerings for Unusual Pets Better Branches has not forgotten those members who prefer more exotic companions. Our specially designed services for unusual pets ensure that every creature gets the royal treatment: Python Pilates: Stretching exercises tailored for your serpentine friends. Hamster Housing Loans: Upgrade your hamster’s habitat with luxurious spinning wheels and expansive tunnels. Iguana Insurance: Specialized policies that cover everything from tail regeneration to heat lamp mishaps. Benefits of Paw-sitive Banking Community and Connection: Bringing pets into our branches not only enhances the visiting experience but also fosters a sense of community among members. Expect to see monthly Pet Meetups and contests! Stress-Free Banking: Multiple studies have shown that the presence of pets can reduce stress. Why not enjoy a cuddle while you calculate your compound interest? Tailored for Needs: Whether it’s setting up a savings account for pet emergencies or securing a loan for that must-have designer doggie bed, our services are designed to ensure that your pets are as well taken care of financially as they are medically. Market Research and Demand for Paw-sitive Banking In our ongoing effort to innovate and respond to the unique needs of our clients, Better Branches Technology conducted extensive market research that revealed a surprising demand for integrating pet services within the credit union framework. Our findings

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A photo of a calculator on graph paper. A pen has written notes for a credit union about member financing. How credit unions are embracing the Univeral banking model with MSR.

Appointment Scheduler, Appointments, articles, Branch of the Future, Business Continuity, Credit Union, Digital Channel, Disaster Planning, Flexible Branches, Mobile Appointment Booking Tool, Mobile Booking Tool, Video Meetings, Video Meetings, Visitor Management ‘Digital First’ Not ‘Digital Only’ By BlogAdministrator 22, Apr 2022 No Comments Appointment Scheduler, Appointments, Business Continuity, Disaster Planning, Flexible Branches, Member Satisfaction, member surveys, Mobile Appointment Booking Tool, Mobile Video, Video Meetings, Video Meetings, Visitor Management Retaining the Human Touch in Digital Banking By BlogAdministrator 22, Apr 2022 No Comments articles, Credit Union British CU Promises Not to Close Any Branches for Next 4 Years By BlogAdministrator 25, Feb 2022 No Comments Business Continuity, Covid-19, Digital Channel, Disaster Planning, Flexible Branches, Mobile Video, Video Meetings, Video Meetings, Visitor Management Omnichannel Commerce is Accelerating By BlogAdministrator 22, Feb 2022 No Comments Business Continuity, Disaster Planning, Flexible Branches, Smart Office, Video Meetings, Video Meetings, Visitor Management The New Normal in Banking is Omnichannel By BlogAdministrator 22, Feb 2022 No Comments Appointment Scheduler, Appointments, Digital Channel, member surveys, Mobile Appointment Booking Tool, Mobile Booking Tool, Visitor Management 2021 Consumer Banking Report Reveals Continued Branch Importance By BlogAdministrator 7, Jan 2022 No Comments

Exploring the Boundaries of Digital Banking: Addressing Limitations and Expanding Solutions for Credit Unions

Computer illustrated Image of someone using a cell phone to access online services and digital banking.

In the ever-evolving landscape of banking, the transition to digital platforms has been nothing short of transformative. From convenient mobile applications to seamless online transactions, the advent of digital banking has undoubtedly revolutionized the way consumers manage their finances. However, amidst this technological advancement, it’s imperative to acknowledge the inherent limitations that digital banking presents, particularly in the realm of credit unions. J.D. Power’s Retail Banking Satisfaction Study sheds light on a crucial aspect often overlooked in the digital banking discourse – the significance of face-to-face interactions. While mobile channels offer unparalleled convenience and accessibility, they inherently lack the depth and nuance of in-person conversations. The study reveals that even consumers who primarily utilize digital channels express a longing for the interpersonal dynamics that branch interactions afford. Whether it’s seeking financial advice or resolving complex issues, there’s a tangible preference for the human touch that digital platforms struggle to replicate. Undeniably, the COVID-19 pandemic accelerated the adoption of digital banking, with many consumers embracing remote alternatives as physical branches shuttered across the nation. However, despite the surge in digital-only consumers, J.D. Power’s findings underscore a persistent trend – individuals who maintain a balance between digital and branch interactions tend to report higher levels of satisfaction. This correlation suggests that while digital platforms offer convenience, they may fall short in catering to the multifaceted needs of credit union members. So, what does this mean for credit unions striving to enhance member satisfaction and retention? The key takeaway lies in recognizing the value of face-to-face interactions and devising innovative solutions to bridge the gap between digital convenience and personal engagement. One such solution is the integration of appointment scheduling systems, allowing members to book in-person meetings at their convenience. By facilitating structured face-to-face interactions, credit unions can cater to the preferences of members seeking personalized assistance and advice. Moreover, embracing online queuing mechanisms can further optimize the branch experience, minimizing wait times and streamlining member interactions. By leveraging digital tools to enhance the efficiency of in-person service, credit unions can strike a balance between convenience and personalized attention, thereby catering to the diverse needs of their membership base. In essence, while digital banking offers unparalleled convenience and accessibility, it’s essential to acknowledge its inherent limitations in fulfilling the holistic needs of credit union members. By embracing a hybrid approach that combines digital innovation with personalized engagement, credit unions can navigate the complexities of modern banking while prioritizing the satisfaction and well-being of their members.

How Better Lobby’s Queue Vibe Display Transforms Credit Union Lobbies into Mood Trackers

In today’s world, credit unions are all about providing the best service to their members. But have you ever wondered what the overall mood in your lobby is like? That’s where Better Lobby comes in with its incredible Queue Vibe Display! 🌟 This new feature acts as a mood tracker for your credit union, giving you instant feedback on how your members feel while they wait. And trust us, once you start using it, you’ll wonder how you ever managed without it! See the Mood of the Queue with Just One Look! 👀 No more guessing games or digging through piles of data to understand how your lobby is doing. Our Queue Vibe Display gives you a quick, visual update on the mood of your queue using fun, simple emojis. This revolutionary feature was created after listening to feedback from leading credit unions who wanted a faster, more straightforward way to keep a pulse on member satisfaction. Why You’ll Love the Queue Vibe Display 💖 Quick and Easy: With just one glance, you’ll know if your lobby is running smoothly. Fun Emojis: Universal emojis like happy, neutral, and sad faces tell you immediately how the wait experience feels to your members. Better Service: By spotting potential issues early, your team can act fast to improve member satisfaction. A Feature in Demand: This wasn’t just our idea—it was developed based on specific requests from top credit unions looking to enhance their member experience. Competitors, take note: Your clients might soon be asking, “Do you have a Queue Vibe Display like Better Lobby?” 😉 How It Works 🛠️ Our Queue Vibe Display uses smart algorithms to monitor wait times and collect real-time feedback from members. The display shows an emoji based on the current vibe in your lobby: 😊 Happy Face: Everything is running smoothly, and members are satisfied. 😐 Neutral Face: The experience is okay, but there might be room for improvement. 😢 Sad Face: Something is off, and immediate action is needed to improve the member experience. Perfect for Busy Teams! 🚀 Not everyone has time to sift through reports and analyze data every hour of the day. The Queue Vibe Display gives you the essential insights you need at a glance. It’s especially useful for teams that are always on the move, letting you maintain high service levels without getting bogged down by information. A Game-Changer in Member Satisfaction 🌈 The Queue Vibe Display isn’t just about fancy visuals; it’s about transforming how you interact with your members. Here’s why everyone is raving about this feature: Quick Reactions: Staff can react in real-time to improve member satisfaction. Transparency: Members get a clear sense of how their wait time is being managed, reducing frustration. Data-Driven Service: Collect data over time to identify patterns, helping you to enhance your services proactively. Good to Know: Some credit unions have even reported that using the Queue Vibe Display has helped prevent potential conflicts in the lobby by providing members with clear, real-time updates on their status. How Better Lobby Acts as a Mood Tracker 📊 Beyond the Queue Vibe Display, Better Lobby’s full suite of tools acts as a mood tracker for your credit union. Through real-time feedback, appointment tracking, and direct text communications, you get a complete picture of how your members feel during their interactions. This means you can adapt on the fly, making real-time adjustments that keep your members smiling. Why Competitors Should Be Jealous 😏 Let’s face it—who wouldn’t want a feature that can instantly show the mood of their lobby? This innovative tool sets Better Lobby apart in the market, making it the go-to choice for credit unions looking to elevate their member experience. So, while others are still struggling to figure out how to track member sentiment, Better Lobby users are already leading the way. Key Takeaways ✨ Instant Mood Checks: With the Queue Vibe Display, see your lobby’s mood instantly. Proactive Service: React quickly to keep members satisfied. Made for Credit Unions: This feature was specifically developed based on credit union feedback. Ready to Take Your Credit Union to the Next Level? 📈 Make your lobby a place where members love to be. Try the Queue Vibe Display today and see how something as simple as an emoji can make a big difference. Ready to make the switch? Request a demo and see firsthand why everyone is talking about Better Lobby! Request a Demo

Redefining Member Engagement: Banking Should be Personal

Photo of people meeting in a credit union. The people are shaking hands after a successful meeting with credit union staff helping their members with services. Better Lobby platform helps credit unions with member satisfaction.

In the realm of financial services, the personal touch remains a cornerstone of the member experience. As Garret Reich, Editorial Associate with The Financial Brand, aptly articulates, “Few topics are as intimate, intimidating, and important to people as money.” This sentiment underscores the enduring appeal of face-to-face interactions within credit union branches. In an era dominated by automated systems and impersonal transactions, the branch serves as a sanctuary for meaningful connections. Members cherish the opportunity to engage with a real, live human—a service representative who can address their financial concerns with empathy and expertise. The shift in terminology—from “teller” to “service rep”—is indicative of a broader transformation within the banking landscape. Branches are no longer mere transaction hubs; they are evolving into service centers, prioritizing higher-value interactions over routine transactions that are better suited for digital channels. As we navigate the post-pandemic landscape, the role of branches continues to evolve. Personal appointments, tailored to the member’s schedule and preferences, emerge as the preferred mode of engagement. This personalized approach not only enhances the member experience but also ensures that their needs are met with precision and care. Expanding Branch Capabilities with Better Lobby In response to the evolving demands of modern banking, credit unions are turning to innovative solutions to enhance their branch operations. Better Branches Technology recognizes this shift and is proud to introduce Better Lobby—an advanced software platform designed to revolutionize the way credit unions serve members in their branches. Better Lobby goes beyond traditional lobby management systems, offering a comprehensive suite of features tailored to meet the unique needs of credit unions. From appointment scheduling and member check-in to real-time staff tracking and performance analytics, Better Lobby empowers credit unions to deliver exceptional service while optimizing branch efficiency. One of the standout features of Better Lobby is its seamless integration with existing credit union systems, ensuring a smooth transition and minimal disruption to daily operations. Whether credit unions are looking to streamline their lobby management processes, improve member engagement, or maximize staff productivity, Better Lobby provides the tools needed to achieve these goals and more. By harnessing the power of Better Lobby, credit unions can transform their branches into dynamic hubs of member interaction, where personalized service and convenience are paramount. As the banking landscape continues to evolve, Better Branches Technology remains committed to empowering credit unions with cutting-edge solutions that drive success in the digital age.   Key Takeaway: Embrace the changing face of branch banking. By prioritizing personalized interactions and leveraging technology to streamline operations, credit unions can elevate the member experience and strengthen relationships in the digital age. Your branches will most likely look quite different post-pandemic, and increasingly the best way to serve members in the branch will be via personal appointments scheduled at the member’s convenience.

Revolutionizing Credit Union Branches: Post-COVID Branch Technology Trends

An image of a US 100 dollar bill that has been altered with a face mask, symbolizing the covid-19 pandemic and how financial institutions adapted to the pandemic.

In a recent insightful piece featured in the Financial Brand, James Caliendo, CEO at PWCampbell, emphasized the critical role of embracing fresh branch technology approaches for the future prosperity of financial institutions (FIs) post-pandemic. Caliendo advocated for the expansion of branch technology offerings to include innovative tools such as interactive kiosks, iPad integration, digital marketing screens, and video conferencing—a sentiment we wholeheartedly support. From the COVID-19 pandemic, credit unions have had to navigate uncertainties and adapt to the new environment. Technology like the lobby management solution of Better Lobby have enabled credit unions to adapt during and after the COVID-19 pandemic. Credit unions are mission-first institutions that members and their local community rely on, include small business, the backbone of economies.  Empowering Small Businesses: The Credit Union Difference Credit unions are not just another financial institution—they are pillars of support for local communities and small businesses alike. Unlike traditional banks, credit unions operate as member-owned cooperatives, prioritizing the needs of their members and the communities they serve above profits. This unique structure enables credit unions to offer a range of tailored financial products and services specifically designed to support the growth and success of small businesses. 1. Access to Affordable Financing Credit unions understand the challenges that small businesses face when seeking financing. That’s why they offer competitive loan rates, flexible terms, and personalized lending solutions to help small businesses access the capital they need to thrive. Whether it’s a business loan, line of credit, or equipment financing, credit unions work closely with small business owners to find the right financial solution to meet their unique needs. 2. Personalized Relationship Banking One of the key advantages of banking with a credit union is the personalized service and relationship-focused approach they offer. Unlike large banks, credit unions take the time to get to know their members and understand their businesses. This personalized approach enables credit unions to provide tailored financial advice, support, and guidance to small business owners, helping them make informed decisions and achieve their goals. 3. Business Support Services In addition to financial products and services, credit unions often offer a range of business support services to help small businesses succeed. From business checking accounts and merchant services to payroll processing and cash management solutions, credit unions provide the tools and resources small businesses need to manage their finances more effectively and efficiently. 4. Community Impact Beyond their role in providing financial services, credit unions are deeply committed to supporting the communities they serve. By banking with a credit union, small businesses can feel confident knowing that their deposits are reinvested back into the local community through loans to other members and community development initiatives. This creates a cycle of support that strengthens the local economy and fosters growth and prosperity for all. Supporting Small Businesses, Building Stronger Communities In conclusion, credit unions play a vital role in supporting the growth and success of small businesses. With their focus on personalized service, competitive financing options, and commitment to community impact, credit unions are uniquely positioned to help small businesses thrive. By partnering with a credit union, small business owners can access the resources, support, and expertise they need to achieve their goals and build a brighter future for themselves and their communities. Meeting the Demands of Tomorrow with Better Lobby At Better Branches Technology, we have taken Caliendo’s recommendations to heart and have meticulously addressed each area with our Better Lobby modules, ensuring credit unions are equipped with cutting-edge solutions to thrive in the evolving banking landscape. 1. Interactive Kiosks & iPad Integration (Better Lobby Kiosk) Our Better Lobby Kiosk module redefines member engagement within credit union branches. By seamlessly integrating interactive kiosks and iPad functionalities, credit unions can offer members self-service options, empowering them to complete transactions, access information, and engage with personalized content at their own pace. From account inquiries to appointment scheduling, BL Kiosk 5 enhances branch efficiency while delivering a tailored experience that resonates with members. 2. Digital Marketing Screens (Better Lobby Wall Display) The Better Lobby Wall Display module transforms traditional branch environments into dynamic, interactive spaces. With eye-catching digital marketing screens, credit unions can captivate members’ attention with targeted messaging, promotional offers, and educational content. By leveraging the power of visual communication, BL Wall Display enhances brand visibility, drives product awareness, and fosters deeper connections with members, ultimately driving engagement and loyalty. 3. Video Conferencing (Better Lobby Flexible Branches Video) In today’s digital age, the ability to connect with members remotely is more important than ever. Our Better Lobby Flexible Branches Video module empowers credit unions to offer virtual banking services through seamless video conferencing capabilities. Whether members seek financial advice, assistance with complex transactions, or personalized consultations, BL Flexible Branches enables credit unions to deliver the same level of personalized service virtually as they do in-branch, fostering trust and convenience while expanding access to financial services. Key Takeaway: Enhancing the Member Experience through Technology While technology will never replace the value of face-to-face branch interactions, its role in enhancing the overall member experience cannot be overstated. By embracing innovative solutions like Better Lobby, credit unions can position themselves at the forefront of member-centric banking, driving satisfaction, loyalty, and long-term success in the post-pandemic era.

How Credit Unions Are Evolving with Smarter Lobby Management Solutions

Photo and digital image of Credit Union Personalized Services. Financial institutions must adapt to the future the image symbolizes the future that credit unions can adapt to and how better lobby and better branches technology can help.

As credit unions grow and adapt to changing member expectations, their approach to lobby management must evolve as well. What once worked for a small branch with minimal foot traffic may no longer be sufficient as membership increases and services expand. Credit unions that modernize their lobby management can improve efficiency, enhance member experience, and optimize staff resources. From using clipboards to track walk-ins to implementing Better Lobby’s advanced lobby management solutions, credit unions are making strategic upgrades to create smoother, more structured branch operations. Let’s explore how credit unions evolve their lobby management as they grow and when they should make the switch to better technology. Credit unions contribute to economic equality by providing inclusive financial services that reach underserved communities and minority-owned businesses. By fostering local economic growth and job creation, credit unions are making a significant impact beyond just financial support. The Evolution of Lobby Management in Credit Unions Starting Out: The Clipboard Check-In System Many small credit unions begin with a simple clipboard sign-in sheet to track members as they arrive. While this method works for a limited number of daily visitors, it quickly becomes inefficient as branches experience higher foot traffic. Challenges of the Clipboard System: No way to track wait times or service trends. Members may sign in out of order, leading to confusion and frustration. Staff must manually call out names, which can lead to disputes about who’s next. No ability to collect data to improve service efficiency. When to Upgrade:If staff members are struggling to manage the queue or members frequently complain about wait times, it’s time to move to a digital lobby management system like Better Lobby. Using a Door Greeter to Organize the Lobby As credit unions grow, some branches introduce a door greeter to manually guide members to the right service. This improves efficiency but also requires extra staffing and can be inconsistent, depending on how busy the branch is. Challenges of the Door Greeter System: Requires a dedicated staff member, increasing costs. Still relies on verbal communication, which can lead to errors. No automated tracking of service trends, wait times, or member preferences. When to Upgrade:If managing the lobby requires staff members to stop their regular duties to assist members, investing in a self-service kiosk or queue management system can provide structure while freeing up staff time. Implementing a Self-Service Kiosk To further improve efficiency, many credit unions introduce a lobby management kiosk. A kiosk allows members to check themselves in and select the service they need without waiting for staff assistance. Benefits of a Self-Service Kiosk: Members can check in faster, reducing front-desk congestion. Staff can focus on service rather than managing the queue. Real-time tracking of wait times and service trends. Members feel more in control of their experience. When to Upgrade:If your branch sees frequent congestion at the front desk or members struggle with check-in, it’s time to implement a Better Lobby Kiosk. Enhancing Member Experience with Online Queuing For credit unions looking to further optimize their lobby, online queuing allows members to check in remotely before arriving. This reduces lobby crowding and allows members to plan their visit better. Advantages of Online Queuing: Members can check in from their phones before arriving. Reduces wait time frustration by providing real-time updates. Helps staff manage branch traffic more effectively. When to Upgrade:If members frequently complain about long waits or branches experience unpredictable surges in foot traffic, an online queuing system is the next step. Request a Demo of Better Lobby Better Lobby: The Future of Lobby Management Credit unions that grow and evolve need solutions that scale with them. Better Lobby provides: ✅ Lobby Management – Streamline member check-ins and reduce wait times.✅ Appointments – Allow members to schedule visits for a structured experience.✅ Self-Service Kiosks – Automate check-ins and free up staff.✅ Online Queuing – Enable remote check-ins to keep lobbies organized.✅ Wall Display – Show queue status, reducing member uncertainty.✅ Video Meetings – Expand service options beyond in-person visits. If your credit union is outgrowing traditional lobby management, it’s time to explore a modern solution. Contact Better Lobby today to see how we can help streamline your branch operations! In a world where financial decisions can often feel overwhelming, credit unions offer a refreshing alternative that prioritizes people over profits. By choosing a credit union, entrepreneurs gain a trusted partner dedicated to their success and the well-being of their community. Whether you’re just starting your business journey or looking for better financial solutions, credit unions provide the support and resources you need to thrive. Embrace the advantages of credit union membership and take the next step towards a prosperous future. Conclusion: The Future of Lobby Management in Credit Unions As credit unions grow and evolve, their approach to lobby management must keep up with changing member expectations and operational demands. What starts as a simple clipboard sign-in process eventually becomes an inefficient way to manage increasing foot traffic and complex member needs. By implementing modern solutions like Better Lobby, credit unions can streamline operations, optimize staffing, and provide a seamless member experience. Investing in lobby management software, kiosks, and online queuing isn’t just about keeping up with the times—it’s about ensuring members receive the best service possible while improving branch efficiency. Whether you’re just starting to see a rise in traffic or you’re operating multiple branches, now is the time to assess how your credit union can benefit from a more structured lobby management system. Looking ahead, credit unions that embrace technology will continue to thrive, offering a more organized, efficient, and member-friendly experience. Ready to take the next step? Better Lobby is here to help—contact us today to learn more!

Revolutionizing Member Service: The Rise of Video-Only Branches in Credit Unions

A photo of two people having a video meeting on a computer. Better Branches offers a video meeting module called Flexible Branches Video, allowing Credit Unions to talk to their members.

In a groundbreaking move that signals a paradigm shift in member engagement, BCU, under the leadership of Chief Retail Officer Carey Price and Chief Information Officer Jeff Johnson, is set to introduce video-only branches. In a recent CUBroadcast interview, Price and Johnson delved into the rationale behind this innovative approach, shedding light on its mechanics, challenges, objectives, and actionable insights for fellow credit unions. Why BCU switched to Video-Only The decision to embrace video as the primary medium for member interactions underscores BCU’s commitment to leveraging cutting-edge technology to enhance service delivery. By bridging the gap between physical and digital channels, video-only branches promise to revolutionize the traditional banking experience, offering members unparalleled convenience and accessibility. So, how exactly will video-only branches function? Price and Johnson elucidated on the operational intricacies, detailing a seamless process wherein members can connect with expert staff remotely via high-definition video conferencing. This virtual interface not only facilitates personalized interactions but also transcends geographical limitations, empowering members to access specialized services regardless of their proximity to a physical branch. Risk and Reward of Video-Only Of course, pioneering such a transformative initiative hasn’t been without its challenges. Price and Johnson candidly discussed the hurdles encountered along the way, from technological integration to staff training. However, their unwavering dedication to enhancing member experience has propelled BCU to surmount these obstacles, paving the way for a new era of member-centric banking. In outlining the goals for their video-only branches, Price and Johnson emphasized a dual focus on member satisfaction and operational efficiency. By leveraging video technology to streamline service delivery, BCU aims to optimize staff utilization, reduce branch costs, and ultimately elevate the overall banking experience for its members.\ Should Credit Unions make the switch to Video-Only? For credit unions contemplating a similar leap into the realm of video banking, Price and Johnson offer invaluable advice gleaned from their own journey. Emphasizing the importance of strategic planning and stakeholder buy-in, they underscored the need for a cohesive vision that aligns with the credit union’s overarching objectives. Moreover, they highlighted the significance of investing in robust technological infrastructure and comprehensive staff training to ensure seamless implementation and sustained success. While video-only branches may represent a bold departure from traditional banking models, they embody the spirit of innovation and adaptation that defines the credit union movement. As credit unions across the industry increasingly recognize the transformative potential of video technology, the stage is set for a renaissance in member service, where personalized engagement knows no bounds. Key Takeaway: The advent of Better Lobby’s Video Meeting Queue Module (VMQ) heralds a new era in member service, extending the reach of credit union branches beyond physical boundaries. By leveraging VMQ, credit unions can seamlessly connect members with expert staff via video conferencing, fostering personalized interactions and optimizing operational efficiency.

Video is a key part of the ultimate branch format

Peak Performance Consulting Group, a respected consulting firm that specializes in banking strategy, recently outlined their concept of the “ideal branch.” One of the basic tenets was video: “You need private offices for the universal bankers to have private conversations…. One should have two-way video conferencing capability. When a customer needs to speak with a specialist or universal banker and everyone is busy, you can connect them to another location.” To help accommodate this demand, we recently enhanced our Mobile Appointment Booking Tool to schedule Branch Video Meeting appointments with the same ease as face-to-face meetings. This innovative function seamlessly coordinates both staff (i.e. mortgage lenders, investment/financial planning experts, and consumer lending specialists), and up to two video equipped conference rooms that may be required for the meeting. Key Takeaway: We see video meetings becoming a standard feature at many credit unions in the future, and our Video Meetings Queues is a perfect complement to this service.

Blending your branch and digital channels

Accenture, the multinational management consulting services company, surveyed more than 4,000 retail bank customers in the US and Canada and uncovered these attitudes about using branches  : 87% indicated they will continue to use the branch in the future 49% said they anticipated using the branch two years from now because “I trust my bank more when speaking to someone in person” 47% said “I receive more value from my bank when speaking to someone in person” The report concludes that “banks need to find ways to blend the digital and branch experiences to provide more value-added services to their clients.” We concur wholeheartedly with this assessment, and this is why we developed our popular Mobile Appointment Booking Tool. Key Takeaway: One of the best ways to blend the digital and branch channels is to allow your members to book appointments with your branch employees via their mobile device or on their PC.

Top 10 Banking Trends for 2016

U.S. News and World Report has published a list of the Top 10 Banking Trends for 2016 and we directly address three of their predictions with our solutions: 1) The digital and branch experience will merge. We connect the digital experience to the branch experience via our Mobile Appointment Booking Tool. 2) Branches will start to go digital. Branches are adding self-service kiosks – our Self Check-in Kiosk Software uses an iPad, Surface Tablet or PC/Touch Screen to automate check-in to platform queue. 3) Online banking will remain popular but won’t replace branches. Our entire suite of Branch Visitor Queuing, Appointment Handling & Workforce Management solutions are designed and built specifically for Credit Unions. Key Takeaway: Since 2003 we have worked hard to develop software that helps credit unions stay on top of technology trends and better serve their members.