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.