[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.