[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:
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✅ Appointments reduce lobby traffic during peak hours
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✅ Staff can prepare ahead of time for each member’s needs
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✅ Expert staff can be used more efficiently, maximizing their value
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✅ 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:
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🗓️ A shared, branch-wide calendar for full staff visibility
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📲 Member-facing booking tools that are mobile-friendly and easy to use
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🔔 Real-time confirmations and reminders to reduce no-shows
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🔁 Support for in-person, video, or phone appointments
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🔍 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:
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Applying for a loan
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Opening a new account
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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:
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Quick account help
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Card replacements
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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:
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✅ Same-day service without promising a specific time
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✅ Better control of foot traffic and lobby crowding
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✅ Member check-in from their phone or device
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✅ 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:
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🎨 Colors and logos
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📝 Language and terminology (e.g., “Same-Day Appointment” instead of “Online Queue”)
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💬 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.
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.