Better Lobby for Enhanced Branch Efficiency

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. 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.

 

A screenshot of better lobby online queueing module. The screenshot shows the page of the online queueing module where credit union members or visitors select the branch they would like to visit using the map view then enter their first name, last name, phone number, and service they are visiting the credit union for. The member or visitor are then added to the online queuing list where their travel time can become their wait-time. In the map the number of members at each branch is shown and if the branch accepts online queuing check-in. Once the credit union member or credit union visitor gets to the branch they can check themselves in using parking lot check-in.

 

Online queuing systems offer numerous benefits for credit unions and can significantly enhance member satisfaction. Here are some key advantages:

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. Decreased Member Frustration: By minimizing uncertainties related to wait times and crowded branches, online queuing systems reduce stress and frustration for members.
  6. 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.
  7. 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.
  8. 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.
  9. Environmentally Friendly: Reducing the need for physical tickets and relying on digital systems not only saves paper but also aligns with eco-friendly practices.
  10. 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.

 

An image of two people conducting a video call using Better Lobby flexible branch video meeting module. This module allows members to talk to credit union staff. This can be done with a video appointment and the credit union has other video options to meet with members.

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:

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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.

Photo of two people sending text messages using cell phones. Better Lobby can send text messages to members.

Key Takeaways

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 Queuing, the Flexible Branch Video Module, and NotifyNow™ transforms traditional service delivery into a modern, efficient, and member-focused experience. As credit unions look to the future, adopting such technologies will be pivotal in staying competitive and meeting the evolving needs of their members.