Category: Appointments

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

[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

[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.

Why Branches Still Matter in the Age of Digital Banking

[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

[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.

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

[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.

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.

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

[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

[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.

Branches and Mobile – A Perfect Pair

[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

[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.

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.

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.

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

[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.

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?

[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

[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

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.

Retaining the Human Touch in Digital Banking

In a recent article in Technology Record magazine, there was an interesting discussion on how digital-first […]

2021 Consumer Banking Report Reveals Continued Branch Importance

There are many striking findings in EPAM’s Consumer Banking Report 2021 that surveyed 4,500[…]

Implementing Appointment Scheduling Software in Financial Institutions

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

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.

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

Enhancing Staff Efficiency with Better Lobby’s Automation Tools

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

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

How Better Lobby Appointments Can Improve Your Member Service Strategy

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

Maximizing the Benefits of Video Meetings for Credit Unions

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.

Increasing credit union relevancy

In a recent Financial Brand article Andre Iervolino, former CTO at Rev Credit Union, laid out 10 key change factors CUs must understand, plan for, invest in, and — in particular — execute on in order to not only remain relevant in banking’s future, but increase their relevancy. One of his 10 items was: Employees will be trained to identify member needs by life stage and will be empowered by tablet banking and personalized appointment scheduling platforms to be able to carry on comfortable interactions and conversations as they and the member walk around the open space at the branch and connect emotionally. Key Takeaway: Mr. Iervolino, who has over 20 years of credit union experience, makes some valid and interesting observations in his article (see article here). We directly address the two items mentioned above with our Kiosk and Appointment solutions. Plus we also offer other modules (video banking, online queueing, etc.) that greatly assist credit unions in their quest to increase relevancy in a world where consumers have a plethora of options for managing their finances.

Taking a Consultative Approach

In a recent Banking Exchange article, this question was posed: Can education and consultations really keep traditional FIs competitive? The author states that the answer is a definitive Yes. He points to Best Buy as a real-world example. In a successful effort to differentiate themselves from Amazon and other pure online retailers, the electronics vendor introduced an advisor program in 2016 for free in-home consultations. This decision ultimately helped Best Buy built trust and loyalty that continues to help keep the company healthy today. Key Takeaway: As branch transactions continue to decline, the need for personalized advice and consultation continues to grow. Whether in-branch (via appointments or walk-in) or by Video (appointment or unscheduled), Better Lobby Solution makes it easy for CUs to hold productive and consultative member visits in whatever channel the member desires.

Branch Formats Evolve

Branches remain the dominant channel for opening new accounts or applying for loans, according to research from Big 4 accounting firm Deloitte. Plus as a first human point of contact, the branch carries a tremendous amount of weight in trust, reputation and brand building, their report states. Branches continue to transition away from transactions and focus on advice, guidance, problem resolution and good old fashioned face-to-face service delivered by knowledgeable staff. Many credit unions are finding that the best way to provide access to their banking experts is by appointment scheduling. Key Takeaway: Branch formats continue to evolve for many CUs, and more often than not this evolution centers around offering convenient appointments to busy members.

Redefine the Branch Experience

Research continues to show that most Americans still prefer branches for more complex financial needs and advice. The consensus among industry observers is that branches must quickly transition away from transactions to become centers of advice and sales. In order to make this transition, your branch staff will need the latest technology and tools that will empower them to better engage with members. One tool that helps deliver higher levels of service is texting. Americans of all ages enjoy and use texting on a daily basis for quick communication. We have developed texting tools that your members will appreciate, e.g., Text Me When I am Soon to be Served; Parking Lot Check-in via text; and Notify Now that permits your staff to text waiting visitors that it is their turn for service. Key Takeaway: Redefining the branch experience demands innovative software. This is our reason for being: providing innovative, affordable software solutions that help CUs deliver the highest standard of service.

Delivering Relationships

Well known financial consultant Dave Martin recently noted in one of his articles that “as banking increases self-service technology, our face-to-face interactions may become less frequent. Each one, however, becomes more important, not less.” One excellent way to ensure that each face-to-face interaction is meaningful is to allow your members to schedule appointments – either in-person or via video. Appointments ensure that your staff is properly prepared for the meeting in advance. Plus notifications – either email or text or both – remind your members to bring the necessary paperwork to the meeting which helps ensure that the meeting is successful on the very first visit. Key Takeaway: Appointments can play a key role in helping in boosting member satisfaction levels.

No Insignificant Branch Visit

Long time financial industry consultant Dave Martin recently published an article where he noted that “there is no such thing as an insignificant branch visit any longer. Providing excellent service in our branches has always mattered. In many ways, it has never mattered more.” Very timely post-pandemic observations for CUs to consider as they re-open their lobbies. Your members have missed face to face service and now is the time to make sure that you welcome them back as best that you can. This means making it easy for members to: Schedule appointments Check-in with kiosks See their place in line with a wall display Place their name in the queue remotely Notify branch staff that they are waiting in the parking lothttps://www.betterbranches.com/wall-display.html Key Takeaway: We are here to help you implement each of the items above, and help ensure that every branch visit is positive and productive for your visitors.

CUs and Travel Agencies

In the early 1980s when booking travel was an in-person experience, travel agencies in the U.S. peaked at around 20,000. Today there are around 10,000 travel agencies in America. What lesson can CUs learn from this dramatic change? Perhaps the biggest one is that these surviving travel agencies have been successful because they are focused on providing services where advice, expertise, and complexity management command a premium. Just as members often self-book their flights, hotels and car rentals, many often handle basic financial transactions online or on their mobile devices. CU branches are increasingly reserved for delivering that human touch that so many people crave when it comes to seeking financial advice, expertise, and complexity management. Key Takeaway: Now is the time to repurpose your branches to make them easy for your members to come to hold important financial conversations. Appointments and online queueing are key components in efficiently enabling this new consultative, non-transaction branch paradigm.

The Future of In-Person Banking

GoMoxie, a customer engagement software company, recently published a survey indicating that 62{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers prefer to use FIs that have a physical presence, rather than a digital-only presence. Many industry experts believe that the future of in-person banking will focus on: Appointments Value-based and higher level services, i.e., mortgages, loans, financial advice/investments Problem solving Key Takeaway: Without a doubt, the look, feel and purpose of your branches will be much different post-pandemic; and appointments – for both in-branch and video meetings – will play a key role in defining this in-person banking transformation.

CU Branch Expansion Strategies Shared

NAFCU’s recent Economic & CU Monitor report includes insights into how the pandemic has affected credit unions’ branch operations, as well as member trends related to using online and mobile banking options. Compared to a 2013 NAFCU survey that revealed only 18{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of credit union members used mobile devices to access their accounts, respondents in the most recent survey said 50{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of members use their CU’s mobile app. On the branch side of member access, the survey revealed that: 39{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of survey CU executive respondents said they plan to expand their branch network over the next two years 43{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} plan to maintain their current setup  Key Takeaway: Credit unions across the board remain bullish on providing face to face member service in their branch networks.

Redefining Member Engagement: Banking Should be Personal

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.

Silicon Valley in Mayberry

Some observers are pointing out that there is really no need to engage in any “digital versus branch” debates. Members want to trust that you can meet them wherever they are: in the branch, at home or on the go. It is all about convenience and what is the most appropriate way to handle each member’s particular issue. Online and mobile banking are well suited to basic transactions, while video and face to face are often preferred for financial advice and more complicated issues. Key takeaway: We have long recognized that members want both digital and branch options, so our solutions are designed to strike a balance between the personal interaction that is important to your members, while also providing digital options that many members desire.

Scheduling Appointments Will Become the ‘New Normal’ in Banking

A recent Financial Brand article highlighted several quantifiable benefits that appointments offer credit unions in addition to helping promote safety: Appointment scheduling produces new account growth Appointment scheduling improves access – members can better plan their day, and branch staff can more carefully meter lobby traffic Appointment scheduling can improve Net Promoter Scores Without a doubt, appointments provide for stronger member engagement and have quantifiable ROI. Key takeaway: COVID-19 has accelerated the use of appointments, but their acceptance and usage are sure to continue post-pandemic.

Michigan CU Reaps Rewards from Keeping Lobbies Open

Michigan First CU has kept all of its 30 offices open during the pandemic and was rewarded with record business results, according to CEO Michael Poulos in a recent CUToday article. The $1.3-billion CU actually enjoyed the highest number of new accounts during a recent four month-period. The CU committed to rigid CDC safety standards and has also relied on appointments. According to Poulos, “we did ask members for their help. We asked them if they had to speak with one of our team that they try to schedule the appointment, which helped with addressing traffic in the branches and just doing business.” Key Takeaway: Branch appointments provide a convenient and welcomed alternative for members who do not want to wait in your lobbies.

CUNA’s Michlig talks evolution of branches post-pandemic

CUNA Chief Engagement Officer spoke to Forbes recently about what the coronavirus pandemic means for branch traffic and he pointed out that “there’s always been a desire for credit unions to continue to have that in-person presence.” He suggests that branches post-pandemic will be used more for consultations with staff members as well as financial well-being programming. Both of these reasons for branch visits are perfectly suited to appointments. Members appreciate the convenience of setting an appointment to speak with an expert at their local CU branch, especially considering the financial stresses that are occurring for many families during the ongoing pandemic. Key Takeaway: Appointments are quickly becoming the norm for CU visits not only due to COVID, but because they are a boon to member service quality, as well as branch sales.

Revolutionizing Credit Union Branches: Post-COVID Branch Technology Trends

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 Video Banking Can Bolster CUs During Difficult Times

In a recent BizTech article, web editor Keara Dowd stated that FIs that have deployed video banking have seen “direct returns on the investment. That is because video banking helps: increase consumer satisfaction create more intimate service levels increase the view of the CU as an innovative organization provide excellent business continuity Key Takeaway: Video banking is here and now and doesn’t have to be complicated or expensive. Our Flexible Branches video meetings solution supports unscheduled meeting and appointments, does not require any apps or software to be installed for visitors or staff, and is very affordable.

Branch Banking Remains Popular After COVID-19

In a recent poll conducted by Boston Consulting Group, just 3{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of Americans said they would stop using branch banking altogether in response to the coronavirus pandemic. Without a doubt, this means that closing branches would not be advisable. Yet, CUs must seriously rethink how they plan to handle lobby visits post-pandemic. Better Lobby offers may ways to keep your lobbies open – both safely and efficiently: Appointments Online Queuing “Text me when I’m soon to be served” Key Takeaway: Your members expect and want access to face to face meetings. Fortunately there are affordable ways to meet their needs.

The Branch Experience

According to a recent report from research firm Celent, “when it comes to quick questions, the call center beats text messaging, chatbots or social media. But for longer conversations on financial advice, new account or loan applications, and other key life transitions, customers across all age groups still prefer in-person interaction.” They conclude that financial institutions “should invest in making their branch experiences more seamless and powerful.” Key Takeaway: Despite overwhelming satisfaction with mobile/online banking tools, along with increased digital channel adoption levels during the pandemic, many members still have a strong desire for in-person service. We can help you make these branch experiences more seamless and productive via our appointment scheduling and online queuing tools.

Appointments More Important Than Ever Post-COVID

Coronavirus has not eliminated members’ need to transact or finalize complex financial arrangements in the branch. Nor has it lessened member desire to speak with CU employees face to face about financial products and services. In a recent PYMNTS article, the author concluded that: “In-branch banking will exist long after the pandemic has abated, but it may shift from what consumers were used to seeing.” This shift will certainly see the current surge in online and mobile transactions continue. Simultaneously, it will also include increased demand for appointments for opening new accounts, financial advice and face to face problem solving. Appointments represent a win-win for CU staff and members: they can be granularly scheduled to limit lobby traffic and thereby comply with social distancing requirements.  Key Takeaway: Now, more than ever, is the time to allow your members to book appointments with your CU.

Branches Going Forward Post-COVID

The Financial Brand recently surveyed knowledgeable industry experts on how the coronavirus may have changed in-person banking forever. Here are a few sample responses: David Horton, Managing Director, Global Head of Innovation for Thynk Digital: “Long term, I do not see too much [downward] impact on the role of the branch when providing advice on complex financial products like mortgages, insurance and investing, as the ‘human’ element is still very much in demand by the consumer.” Bob Meara, senior analyst with Celent’s banking practice: “Money is a sensitive, emotional and complex topic. People will continue to value traditional face-to-face interaction for such matters.” Steven Page, VP of IT, Marketing and Digital Banking for SafeAmerica Credit Union: “Touch, smell and the pure simple optics of a branch will be critical. The institutions that take it seriously will be the winners.” Key Takeaway: Members will always want to meet with your staff, so every CU will need to do their best to help ensure that these interactions are done safely and efficiently. Our solutions, the Mobile Appointment Booking Tool, Online Queuing and Kiosk 5 with its “text me when I am soon to be served” feature, are designed for CUs looking to accomplish these goals.

Flexible Appointment options

In a recent CU Journal opinion piece, Sean Desmond, chief customer success officer at nCino, notes that “credit unions are in a unique position to both help their members during this challenging time and solidify their status as their members’ trusted financial resource for the future.” He recommends that credit unions reach out to members and “proactively contact them to set up virtual or phone counseling appointments. Listen to their concerns and provide a roadmap for their financial future. As their primary financial institution, you are in the perfect position to help guide them toward achieving their short- and long-term financial goals.” Key Takeaway: Appointments can take many shapes: in-person, phone, video from branch to branch and video from the member’s device to the CU (also known as BYOD – Bring Your Own Device.) Regardless of how they are conducted, appointments help underscore that your CU offers a full range of contact options and places a priority on convenient access.

CUs excel at Personalized Service

The 2019 Retail Banking Report from Bain & Co. found that community FIs were experiencing ‘rampant’ leakage of accountholders to BigTech, Fintech and specialist start-ups. These companies often offer robust mobile apps and full featured websites that appeal to digital consumers. Yet survey after survey shows that all demographics – even so-called digital natives – still visit branches anywhere from monthly to at least quarterly on average. Some research even reveals that credit union members desire more personalization and in-person interaction at the branch than bank customers do. Why is this the case? Of course, people want to feel like they have physical access to their money, but more importantly they seek face-to-face financial guidance and personalized assistance that digital channels cannot provide. Personalized assistance is where CUs have always shined – members can count on their CU to deliver friendly service and consultative advice. Key Takeaway: In these difficult times, people are trying to maintain some degree of normality. Keeping your lobbies safely open, perhaps by appointment only as quite a few CUs and other organizations are doing, is one way your CU can continue to provide personalized service in a familiar environment.

Improve the experience and safety of your lobby visitors

Personal finances need constant attention, especially when disaster hits. In difficult times, many people want face-to-face advice which is why many CUs are finding creative and safe ways to keep their lobbies open. Here are some ways that we help CUs accomplish this goal: Appointments – Many FIs and other organizations are currently switching to appointment-only branch visits. Online Queuing – Online queuing addresses lobby waiting issues by empowering your members to queue in advance or avoid queues altogether. “Text me when I’m soon to be served” – With this new feature in Better Lobby, visitors are free to wait for branch service wherever they like and know that they will receive a text when they are soon to be served. Key Takeaway: Branches have always provided the most personalized way to deliver service, information, and counseling. When everyday life is disrupted unexpectedly, face-to-face branch visits become even more critical in positioning your CU as a trusted advisor.

Branches as Advice Centers – Even More Important Going Forward

Jon Voorhees, a banking Consultant at Peak Performance Consulting Group, predicts that “the need for advice or account services will increase as more customers need help charting a new path forward financially in a post-pandemic world. The role of the branch has already been shifting more to an advice center in the last few years and that trend will accelerate.” Financial advice is best delivered face-to-face and when both parties are well prepared and have set aside a dedicated block of time to hold these important discussions. Both of those conditions are best met by appointments. Key Takeaway: One-on-one appointments with CU staff can easily be scheduled online using the Better Lobby Mobile Appointment Booking Tool. Appointments not only remind visitors of the date/time of their appointment, but also remind them to bring the information necessary to the meeting, while simultaneously providing staff the opportunity to thoroughly prepare for the meeting in advance.

Branches and Digital Enablement

In Deloitte’s 2019 Banking Industry Outlook report, the “Big Four” accounting firm notes that “the importance of the branch in attracting and retaining customers, contrary to conventional wisdom, should remain…branches will continue to have value, especially with greater digital enablement.” And their global consumer survey backs up this prediction – it showed that respondents were likely to increase branch use if the following features are offered: Extended service hours through virtual remote services with a representative 36{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Digital screen self-service with representative help if needed 34{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Ability to schedule a personal appointment for a virtual video meeting with a representative 31{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Key Takeaway: Of course, this 2019 poll was taken before the current pandemic, so one can only imagine that these percentages have risen. Whether your members need to meet with a product specialist or a contact center agent, appointments improve the efficiency and personalization of both face-to-face and virtual interactions.

Branches Play a Key Role in Every CU’s Digital First Strategy

NCR’s SVP and General Manager Doug Brown recently observed that “the branch is a digital ecosystem in and of itself and it should be connected to the digital banking, self-service ecosystem.” He is convinced that the branch can play a vital role in the creation of a “digital first” financial institution – and so are we. We have developed three solutions that enable CUs to connect their branches directly to their members’ digital experiences: 1) the Mobile Appointment Booking Tool; 2) Online Queueing; and 3) Video Meeting Queues. Key Takeaway: One of the primary missions of Better Branches Technology is to help bring your CU’s branch experience into the 21st century, and we accomplish this via innovative software that links your digital channels to your branches.

Consumers embrace mobile banking, but still value branches

According to an Adobe study that was conducted in late 2019, 75{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers that they surveyed still believe physical branches matter and 70{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of them have still visited a branch location in the past month. Craig Peasley, director of marketing at Adobe, said “the data shows that there’s still room to delight customers with offerings that combine the face-to-face service that’s still popular and digital offerings.“ One way to delight your members is to make it easy to visit your branches while simultaneously assuring them that they will receive speedy service. We offer two ways to accomplish this: 1) appointments and 2) online queueing. Key Takeaway: Appointments and online queuing strengthen both your digital channels and your branch network – a true win-win.

What Matters Most When Selecting a New FI

Surprisingly, even among younger consumers, digital and mobile banking is not one of the top-three reasons for selecting a new FI. A study completed in October 2019 by Market Street Research for the New England Financial Marketing Association found that top 2 factors in choosing a new FI were: Fees Convenient branches It has never been more important than now to make it easy to open new accounts, and accepting appointments helps deliver a more streamlined and convenient branch service experience to both new and existing members. Key Takeaway: Convenient branches continues to come out near the top in study after study of all demographics when it comes to selecting an FI.

Adding Value to Branch Digital Signage

For many years lobby digital wall displays have presented branch visitors with news, sports updates, financial health tips, fraud alerts, video footage featuring volunteer events and fundraisers, and of course CU products and services pitches. Yet one often overlooked feature is showing waiting members their position in the service queue. Better Lobby Wall Display module not only shows visitors their place in line, but it can also be configured to identify those visitors that have appointments, so that “walk-in” visitors are not surprised when those with appointments are served before them. It also supports our new Online Queuing module by showing members who have “virtually checked-in” remotely. Key Takeaway: Boost the usefulness of your digital displays – and your member service levels – by showing your branch visitors their position in the queue with the affordable Better Lobby Wall Display module.

There is Synergy in Blending the Physical and Digital

By some accounts, digital brands with a physical presence grow eight times more quickly. For example, Amazon continues to make a big push into the physical channel – the online giant recognizes that there is synergy in blending the physical and digital, where all touchpoints support each other and understand what role they play. We pride ourselves on providing CUs with the tools that they need to build bridges from their digital channels to their branch network, e.g., our Mobile Appointment Booking Tool and our latest Online Queuing module which enables branch visitors to place their name in the Better Lobby Main Service Queue (for walk-in service) before arriving at the branch so that they spend less time waiting in the lobby for service. Key Takeaway: Your members are increasingly moving their transactional banking to mobile/online banking, yet they still have a huge desire for physical experiences, and this will never change.

Branches Drive New Business

According to the World Branch Report, three out of five (60{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) retail banking executives say the branch is their leading sales channel — counting account opening, credit cards, insurance, investments, and loans. While overall branch transactions and visits are down, the fact remains that branch visits continue to produce the largest proportion of loan and other new business. However as research firm Novantas points out, visitors demand quality conversations when they make the effort to come into a branch. One way to ensure quality visits is to offer appointments so that branch staff are adequately prepared for every visit. Plus, appointments help increase branch sales success by reminding visitors to bring the information necessary to the meeting. Key Takeaway: To help increase use of appointment scheduling software, Novantas suggests promoting the idea to consumers that they will get better service with the right professional by scheduling.

Branches as Sales Generators

According to research by McKinsey & Company, while 60 percent of banking consumers use digital channels, online banking only generates 25 percent of sales. Their conclusion: Branches remain relevant, particularly for new accounts and product sales efforts. Our CU clients have found that our Appointment Scheduler helps increase branch sales success by reminding visitors to bring the information necessary to the meeting, while providing staff the opportunity to prepare for the meeting in advance. The bottom line is that appointments positively impact branch sales. Key Takeaway: the branch remains a mainstay of account openings and sales efforts as well as a key component for long-term member relationship building.

Cutting Edge Kiosk Features

We are excited about the latest enhancements to our Better Lobby Kiosk that are now available in Version 5.0. It includes some valuable new features: •          Text Me When I’m Soon to be Served – optional text feature available to advise visitors when they are near the top of the service queue. •          Text Me an Appointment Link – this kiosk link makes it easy for visitors at busy branches to open the Mobile Appointment Booking Tool on their mobile device. •          Support for Online Queuing. Key Takeaway: This provides a way for credit unions to leverage SMS technology to enhance the member experience, while building another bridge from the digital channel to the branch.

Why tech-savvy members still visit branches

About three-quarters of Gen Y (73.4 percent) have visited a branch to open an account, according to a J.D. Power retail banking study. Moreover, about 60 percent of younger adults told the research firm that they have visited the branch within the last three months. And according to a 2018 Gallup survey, 66 percent of millennials had visited a brick-and-mortar branch in the previous six months. These facts come from a Bankrate article that also uses an interesting term: IRL (in real life) banking. When it comes serious financial interactions such as mortgages, financial consultations, business startup advice, etc., it turns out that even the most tech savvy people prefer a branch visit. Key Takeaway: When your members seek monetary advice or need to discuss complex financial needs, one of the best ways to satisfy this need is to offer them a convenient digital appointment booking option. CUs that offer appointments to help satisfy IRL banking needs can also make better use of specialized employees that float between branches, who can now potentially see more members within a day.

Branch vs. Digital Banking Debate

A recent Financial Brand article highlighted the fact that too much focus on the back and forth debate over branch and digital preferences of consumers diverts attention from providing a superior member experience. The article concluded that people expect hassle-free interactions and a satisfactory result no matter how they do business with your credit union. Our CU clients have found that offering appointments to their time-pressed members is a great way to build a bridge between their branches and their digital channels. They note that the convenience of quickly and easily booking a branch appointment helps boost member satisfaction levels, while increasing staff productivity. Key Takeaway: Your CU can help solve the Branch vs. Digital conundrum by allowing members to schedule appointments via the Web, mobile devices or by contacting agents through your contact center.

Putting the human touch in banking

As many FIs rush to digital in an effort to please consumers, many leave behind one of the most important elements that consumers want: the human touch. “People and relationships still matter,” says Bob Meara, senior analyst at Celent’s banking group. “All things equal we do business with people we like and you have to have some person-to-person interaction—even in digital.” Whether they are seeking financial advice or looking to solve an issue, many members still prefer in-person interactions in your branch. Key Takeaway: Important conversations are best pre-arranged by appointments so that both the member and the CU employee are well prepared for the discussion.

Millennials Still Want Branches

“As Millennials grow older, they express increasing interest in visiting a physical location once they have exhausted their online research,” states Joe Wheeler, Senior Director, Mid-Size Bank Practice at J.D. Power. He also emphasizes the fact that CUs that want to exploit this opportunity to work with Millennials must make sure branch staff is appropriately prepared. We would add that the best way that they can be prepared for these important branch visits is by appointment scheduling. Key Takeaway: Not only do our appointment tools provide your staff the opportunity to prepare for meetings in advance, but follow-up meetings are also made easier to arrange as staff can be identified by name and picture on our Mobile Appointment Booking Tool.

Effective Financial Guidance Starts with Appointments

In a recent article in Forbes, a CUNA Mutual Group executive stated that a retail branch model that focuses on in-person advice and service is the branch’s most promising future. He states “fully 78{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of retail bank customers want guidance from their banks, according to a JD Power study. And the most effective way to deliver that guidance is still face-to-face.” We would add that the best way to deliver this advice is by appointment. If branches are the ideal place for complex conversations to take place, then the best way to make sure that the right person is available to handle these important lengthy consultations is to have an appointment booked on their schedule. Key Takeaway: Our Mobile Appointment Booking Tool gives your staff the opportunity to thoroughly prepare for their meetings in advance, and also increases branch sales success by reminding members to bring the information necessary to the meeting.

Consumers Happier Using Branch+Digital Than Digital Only

Data from recent J.D. Power & Associates research confirms that the most satisfied banking consumers are those who regularly use branches and also use digital channels. The author of the report points out that “Millennials are coming back into the branches as they grow older and their financial needs become more sophisticated.” Credit unions looking to meet the financial needs of their members would be well advised to offer the convenience of online and mobile appointment booking capabilities to their busy members. Key Takeaway: Digital and branch capabilities are very much married and credit unions can use appointments to forge stronger member connections and keep this digital/branch marriage strong and thriving.

What will the Branch of the Future look like?

In a recent article in Finextra, Andrew Beatty, FIS Head of Banking Strategy, concluded that: The Branch Isn’t Dead; It’s Reborn. He predicted that future branches will be become much more inviting – think coffee shops – and that visitors will be greeted with tablets where universal bankers can assist them with all banking needs. We agree – and to help your staff accomplish this goal we offer our Better Lobby Kiosk 4.0 module which supports both visitor self check-in and Concierge staff check-in (or any combination thereof). Key Takeaway: CU branches of the future must be member-centric in nature, and we are here to help you meet this goal.

Appointments help CUs keep branches alive and thriving

A recent CU Journal article pointed out that members no longer visit branches to complete transactions that they can do online. Instead they stop by for help with more complex issues, such as applying for a loan, opening an account, seeking financial advice or dealing with a problem. While we certainly agree with this assessment in general, increasingly “stop by” is not applicable. That is because more and more CUs are adding appointment setting capabilities such as those delivered by our Mobile Appointment Booking tool to their website. Many members find it much more convenient to schedule an appointment than to simply stop by a branch, while CUs are finding that allowing their members to book appointments is a great way to increase long-term loyalty. Key Takeaway: Appointments are a great way to grow brand awareness, increase your staff productivity, open more accounts, and develop your member base.

Branch Service Enters a New Era of Appointments

In a recent Credit Union Times article, iQ Credit Union’s SVP of Retail Delivery Ali Migaki said the most common reasons for branch visits today at their CU are to: 1) open a new membership; 2) discuss major financial moves that will impact the member’s life; and 3) pick up a new payment card after a fraud incident instead of waiting for one in the mail. All 3 of these reasons are well suited to the use of appointments to facilitate a successful single visit meeting. Our Appointment software reminds visitors to bring all of the important information necessary to the meeting, while providing staff the opportunity to properly prepare for the meeting in advance. Plus our Appointment Assistant feature is a perfect tool for helping CU contact center staff – or any CU employee – confidently book member appointments with co-workers who are qualified to perform any particular service. Key Takeaway: Many of your members still strongly desire face-to-face meetings and will appreciate the ability to conveniently book an appointment on their mobile device, tablet or computer.

The Branch Debate

In a recent blog, Mark Smith, President of Kitewheel (a self-described new-age Marketing Technology company), calls for FIs to “fully integrate branch networks with all the other digital channels…” and points out that consumers “want to be able to use both physical and digital systems whenever they choose – and they expect them to work together, in perfect harmony.” We couldn’t agree more with his recommendations – it often seems that too much time is wasted on “the branch is dead” debates when consumers of all ages still want to visit branches. Credit unions need to continue working on an always-on member experience that meets members where they want to be met. Our Better Lobby platform is specifically designed to make this important connection between your digital channels and your branch network. Key Takeway: Allowing members to book appointments 24/7 on their mobile device, tablet or computer with your CU underscores that your CU offers a full range of options, and places a priority on convenient and timely access to your branch staff.

Branch Transformation Trends

Branch Transformation for Financial Institutions, a complimentary industry guide produced by ATM Marketplace, takes an interesting look at how can FIs integrate physical and digital channels in order to achieve a truly omnichannel “phygital” strategy. The guide covers new tech for the teller platform, video systems, and tablets. Our Better Lobby platform integrates with all of these areas, e.g., our Fast Visit Recorder can help with teller/universal banker productivity; our Video Meeting Queue Module provides the member service management component missing from video conferencing systems; and our user-friendly Kiosk software supports all manner of tablets for both Self Check-in and Staff Concierge visitor check-in. Key Takeaway: We believe branch transformation can be a competitive differentiator for your CU, and we are here to help you use technology to provide a superior member experience.

Branch Customer Experience (CX) Remains Important

Recently Celent’s Bob Meara recently published a report titled Solutions for Optimizing the In-Person Customer Experience. In his research, he found the opportunity is significant. Unlike digital, where the report highlights the fact that FIs have a bevy of precise metrics to evaluate and optimize the CX, the research firm points out that the branch lobby remains comparatively poorly understood. Our Better Lobby platform was developed specifically to address this need to granularly understand branch visitor metrics. Better Lobby accurately measures the visitor experience – both walk-ins and appointments – and provides dozens of helpful reports that were developed directly from CU feedback. Key Takeaway: Your lobby is arguably the most important interaction point within your CU – we are here to help you meet your lobby management requirements.

Technical Innovation in CU Branches

Codigo, a provider of marketing tools, released research that shows that the number of FIs planning to equip universal bankers (or other staff members) with tablets shot up 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2017 to 51{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018. Interactive kiosks and interactive teller machines both came in at 44{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018, a ten percentage point increase. Both video conference technology and the trendy “video walls” saw increases (from 13{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} and from 8{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 28{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} respectively). We are well prepared to help CUs of all sizes, affordably address these important trends: For tablets and kiosks, we offer our Kiosk for Self Check-in and Concierge module that can be used on an iPad, Surface Tablet or touch-screen equipped PC – this software frees visitors to engage in other branch-provided activities with the confidence that staff know of their arrival and that they will be served in the appropriate order. In terms of video meetings, our Video Meeting Queue Module makes it possible to seamlessly manage and serve branch visitors from any video-equipped location. When it comes to “video walls”, we provide CUs with our Branch Service Queue Display module that allows waiting members to know their position in the service queue – it is compatible with a variety of standard flat screen monitors and its appearance can be fine-tuned to meet your operational and branding requirements. Key Takeaway: It is essential that Credit Unions use technical innovation to compete in their local marketplace. Better Branches Technology is here to help.

Supercharge member engagement in Branches by working closely with your Contact Center

Many members believe all channels should work in concert, including the branch. The staff in your contact center and branches should understand the member’s journey without members having to provide them with their contact details.   Using our Better Lobby Appointment Assistant, combined with our Pseudo Host Database, your contact center agents can easily book appointments for your members with a few clicks of the mouse – no need to ask for the member’s email and phone number because the Appointment Assistant can quickly pre-fill those fields, along with their first/last name. Key Takeaway: The Appointment Assistant module makes it easy for all staff to create appointments on any Better Lobby calendar utilizing member information contained within Better Lobby.

Small Businesses Prefer Branches

J.D. Power reports that 61{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of small businesses in its sample survey are much less likely to use digital banking channels, and are still classified as “branch dependent.” The research firm concluded that businesses still value working with a live person in a branch who understands what they do and what they need. The reality is that busy business owners who value face-to-face interactions don’t have time to wait in the lobby to meet with your staff. Many observers believe that they would really appreciate the ability to schedule an appointment with your CU in the branch of their choice. Key Takeaway: Credit unions looking to target small business owners should strongly consider adding appointment scheduling in order to deliver the personal touch that these businesses are looking for in their financial relationships.

Intelligent Branch Banking

According to a recent McKinsey study, a staggering 80 percent of Americans still want that branch-level human touch on some or all of their banking needs – particularly when they are looking for loans, investments and financial advice. Cisco executives like to use the term “Intelligent Branch Banking” to describe a branch that drives better orchestration between digital applications and physical infrastructure, blending experience in a way that delights employees and visitors alike. They contend that a blended approach of digital technology and face to face branch service is the key to making future branches fast, safe and relevant. Key Takeaway: We agree with Cisco’s assessment and believe that online/mobile appointments are a key component of Intelligent Branch Banking because appointments represent a perfect blending of the digital and branch experience.

Appointments Help with “Moments of Financial Truth”

During a brainstorming session of financial professionals at a recent BAI conference led by Jim Eckenrode, managing director for Deloitte’s Center for Financial Services attendees came up with the following ideas on how to make branch banking more appealing to consumers who are seeking assistance with their important financial matters: making appointments online for branch visits increased use of biometrics smaller branch buildings more highly trained staff One session participant noted that “we also know that in those moments of truth, somebody who may be very tech savvy may not be savvy in the way of financial affairs. In those moments of truth, where most customers want a human interaction, branches are the ideal places for that.” Key Takeaway: The vast majority of your members want to make major financial decisions with the assistance of one of your employees at one of your branches. Appointments help make meetings successful by reminding members to bring the information necessary to the meeting, while simultaneously providing your staff the opportunity to thoroughly prepare for the meeting in advance.

Branches Key Factor in Switching FIs

New research from Resonate on the reasons people switch primary banking providers indicates that there are 5.6 million people in the U.S. who plan to switch FIs in the next 12 months. Among women surveyed about switching, the top three reasons for switching FIs were: more convenient branch locations (34{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) better service (19{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) better online/mobile banking services (19{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) “The data paints a picture of banking consumers who want more personalized services and technology,” says Ericka McCoy, SVP of Marketing for Resonate. Key Takeaway: To deliver more personalized and convenient service, many credit unions are adding appointment booking capabilities to their branch network. Appointments enhance the CU’s image and encourage more branch visits which provide increased opportunities for personalized service, cross-selling and up-selling.

What do Millennials want from their FIs?

In a recent Forbes Magazine article Sebastian Rymarz, Chief Business Officer for Fundbox, postulates that consumers, especially Millennials, want the following items from their FI: less friction and more help personal attention the customized service they’re used to getting when they’re logged in on their devices to carry over to their in-branch experience One way to meet all three of these needs (and others as well) is by allowing your members to book appointments with you on their mobile devices and PCs/laptops. Key Takeaway:Our Mobile Appointment Booking Tool facilitates personalized service and provides a perfect complement to your mobile and online banking systems.

Mobile Video Banking Ready for Growth

BluCurrent Credit Union’s ($185 million & 22,000 members) five-year-old video banking program has allowed the CU to reduce branch staffing levels by two-thirds and reallocate resources to create a more robust call center and mortgage department. Using a video connection from the credit union’s contact center to the branch kiosks, their experts are able to serve three “desks” across the branch network – all with a typical wait time of under 2 minutes! The next step for the Springfield, MO-based credit union is to launch a mobile video application in partnership with Vidyo and Invo Solutions. Key Takeaway: Whether your credit union is ready for in-branch or mobile video (AKA BYOD, Bring Your Own Device) or both like BluCurrrent, we provide the missing links – an easy way to schedule video appointments, a method to seamlessly manage and serve branch visitors from your video-equipped branches, and coming soon a way to handle BYOD video interactions.

Branches for the Digital Age

McKinsey and Company believes that far from rendering the branch obsolete, digital technology holds the key to the branch of the future. They state that smart-branch transformation builds on three pillars: the seamless integration of cutting-edge branch technology, which has become cheaper, more reliable, and more accessible; the adoption of radically new, teller- and desk-free branch formats at every location; the use of digital technology and advanced analytics to improve the operating model in branches, including personalized, data-driven sales and real-time performance management and skill development Key Takeaway: Better Branches is here to help credit unions with their smart branch efforts via these modules: Video Meeting Queue Module; Kiosk for Self Check-in and Concierge; Branch Service Queue Display; and Mobile Appointment Booking Tool.

Millennials Inclined to Switch FIs to Obtain Better Service

Four in 10 millennials say they have switched FIs due to poor service, and nearly twice as many (77 percent) say they would switch to a FI offering better service, according to new research from Humley, a creator of artificial intelligence chatbots for enterprise. This begs the question: how do you deliver great service to millennials that love their mobile devices yet still want access to branches like every other demographic? Part of the answer lies in building a bridge between these two channels with online/mobile appointment booking capabilities. This helps ensure that every branch visit is both convenient for the member and productive for your well-prepared staff. Key Takeaway: Don’t risk losing mobile-loving millennials (or any of your other members) to a rival institution – make banking fit their digital lifestyles by allowing your members to schedule in-branch appointments online and through mobile devices.

Credit Unions Reinvent the Branch Experience

In a recent interesting Credit Union Times article, Peter Strozniak pointed out that “to create that experiential brand marketing, credit union executives are redesigning branches and cross-training staff to make the credit union experience personal, memorable, different and engaging – indelible positive member emotions that simply cannot be duplicated through digital channels.” As more CUs transition to “branch of the future” designs, they will need to implement new software tools and techniques. Here are three ways that Better Lobby can help: • Fast Visitor Recorder – provides an efficient, accurate way to record short visits in a Universal MSR environment • Video Meetings Queue – makes it easy to connect your staff to your members via video technology • Mobile Booking Tool – plays a key role in every CU’s Future Branch strategy Key Takeaway: New branches with open designs facilitate valuable face-to-face interactions between staff and members, especially when combined with a robust visitor management and appointments platform.

Global Video Banking Survey

Vidyo recently released the results from their Global Video Banking Survey and the data shows that consumers who have experienced video banking want more of it. Whether through online video banking (85{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers said they would use it again) or in-branch video banking (90{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers said they would use it again), consumers find tremendous value in interacting with their financial institutions via video. Our experience working with our CU clients using video concurs with these findings, and also shows that connecting expert staff with branch visitors via video provides a great opportunity to improve member service, increase staff utilization and reduce branch cost. Key Takeaway: Our Better Lobby Video Meeting Queue Module (VMQ) module is perfectly suited to help bring your CU into the video world – whether it is online or in-branch video banking.

Americans Prefer Branches Over Mobile Apps for Opening New Accounts

A recent survey by consulting firm Novantas found that while mobile banking apps keep getting better, 60 percent of Americans would still rather open a new checking account in person at a branch than on a phone, tablet or desktop computer. Not surprisingly, the Novantas research concluded that Americans’ preference for visits to branches over online banking stems from a strong desire to work with someone in person to resolve any issues that may arise. Key Takeaway: Adding appointment booking capabilities like those we offer via our Mobile Appointment Booking Tool to your website is one of the best ways to meet consumer demand for opening a new checking account in person at one of your branches.

Community Choice Credit Union Invests in Branch of the Future

Community Choice Credit Union EVP/COO Dan Munro recently took time out of his busy schedule to do an interesting video interview with CUBroadcast: Press Here Dan firmly believes the branch – or “Member Center” as Community Choice calls it – is not dead by any stretch of the imagination. It’s just evolving. We agree wholeheartedly! Take a few minutes to watch the video interview and hear about how Community Choice recently successfully converted an old gas station into a new “branch of the future” location. Key Takeaway: Better Branches is proud to have Community Choice as a client and have them using our Better Lobby Main Service Queue and our Kiosk for Self Check-in and Concierge to power their branch network and better serve their members. Plus as Dan mentions in the interview, we are excited to help them roll out appointment booking in 2018.

Branches aren’t going away

In the U.S. today, there are about 86,000 retail bank branches and another 21,000 credit union branches. In the first half of 2017, according to the FDIC, about 200 branches closed and another 100 new branches opened every month. So the expected decline this year will be a little more than 1000, a slower rate than in recent years. Survey after survey has shown that members from every demographic still want to visit the branch even as they use mobile and online banking, ATMs and other channels. Every credit union must acknowledge this fact and work hard to make the branch visitor experience the best it can be. Key Takeaway:  Our Better Lobby platform makes visitor check-in and service tracking fast and easy, while providing visitors with their position “in line” and management with important information on visits, wait times, services and staff utilization.

Credit unions turn to video

Video interaction services can help enable credit unions to centralize their experts. This technology, which is becoming more affordable and commonplace, allows members to have a lifelike meeting experience with CU employees in smaller branches where it is not feasible to deploy mortgage, investment and other specialized staff. The next step is BYOD (Bring Your Own Device) where credit union employees can interact via video with members not only in the branch, but wherever they happen to be – in the comfort of their home, in their workplace, or even on the go. At Better Branches Technology, we are prepared to assist credit unions with all of these scenarios by helping them utilize scheduled calls, where credit union staff invites a member to join a video meeting at a given date and time. Key Takeaway: Video conferencing helps optimize staffing resources and adds a whole new level of convenience for members.

People still like the personal touch

Every year, the IMF conducts a global survey to assess people’s access to financial services. The most recent data from October 2017 show the number of branches per 100,000 adults holding remarkably stable in recent years. When it come to important financial matters, advice and problem solving, most people still have a preference for face to face human interaction. They also prefer to have those branch interactions to be both 1) convenient and 2) taken care of in a timely manner. In order to satisfy those two requirements, credit unions need to deploy automated solutions that permit members to use nearly any Internet-connected device to schedule branch appointments through their website or mobile app. Key Takeaway: Accepting appointments modernizes how members engage with branches, optimizing the allocation of staff and resources while giving your brand a tech-savvy image.

Gen Z Heaviest Branch Users

Gen Z consumers are surprisingly more likely than any other age group, including Baby Boomers, to visit a branch at least weekly, according to a new study from Accenture. While this may come as a surprise to many, what is not surprising is that the study also revealed that they are the group that is most likely to use mobile banking. The Accenture report also notes that “Gen Z consumers are more engaged than other age groups with financial services across all channels, which will force traditional financial services providers to elevate the experience they offer across mobile, digital and in-bank platforms, as consumers continue to visit the branch regularly.” Key Takeaway: If your credit union is targeting Gen Z members, then you may want to invest in our Mobile Appointment Booking Tool to give them the best of both worlds – a branch visit booked on their mobile device

Branches Are Here to Stay, and They’re Better than Ever

In a recent article in Credit Union Times, managing editor Natasha Chilingerian took an interesting look at how two CUs – IQ CU and Nutmeg State Financial CU – are developing their branch strategies. She found that the branch is alive and well, and they are getting major facelifts. She also concludes that the “branch channel is being integrated seamlessly with digital channels.” Key Takeaway: We agree with these observations and are working hard to do part to integrate these channels with our Mobile Appointment Booking Tool. This software builds a bridge from the online/mobile world directly into the branch in a way that improves member service quality and positively impacts branch sales

Legacy channels probably can’t beat mobile — so they should join it

In a recent article in Business Insider, Senior Research Analyst Dan Van Dyke stated that credit unions “should prioritize adding features such as the ability to view wait times in mobile banking before calling support, the ability to use a mobile phone to gain access to ATMs, or mobile scheduling tools to set appointments with branch employees.” He concludes that “by bridging mobile banking with other channel interactions, banks may be able to raise convenience and user satisfaction in the branch, at ATMs, and in phone banks.” Key Takeaway: Bridging mobile banking with other channel interactions is the wave of the future. When it comes to bridging the branch to the mobile and online channels, our Mobile Appointment Booking Tool is the ideal solution.

Innovation and Appointment Booking

In a recent blog, NCR stated that “innovation and development in the self-service channel will give branch staff more freedom to focus on activities that can deliver genuine value for the business….” Online appointment booking is perfectly suited to achieving this goal of focusing on activities that can deliver genuine value, e.g., opening more accounts, closing more loans, etc. Key Takeaway: Online appointment booking helps with efficiency, and you know exactly why the member is coming in, so it helps with engagement. Without a doubt, appointments help improve sales and service performance in branches.

Merging the Member and the Branch Staff Experience

In a recent blog post entitled “Future of the Branch: Conclusion – It’s about employee experience too,” , an experienced FinTech blogger points out that “for branches to maintain longevity banks must focus on employee experience alongside customer experience, through integration of the technology available to both.” This is an interesting and important observation, but how can both your members and your employees use the same technology? The answer lies in scheduling software – the ability for members to book appointments to visit employees at the branch of their choice at the time of their choice. Our Better Lobby Solution supports two Appointment Modules. The first module is used by staff to manage Branch Appointments within the Credit Union. The second module extends the Branch Appointment Calendar to the Web/Mobile channel so that members can digitally schedule appointments at their preferred branch without the involvement of staff. Key Takeaway: Now is the time to empower your members to book appointments with your branch staff via our Mobile Appointment Scheduler – this affordable tool must be a key component of every CU’s Future Branch strategy.

The Mobile/Physical Divide Represents a False Choice

Amazon, the bastion of e-commerce, has opened stores, along with other tech giants such as Microsoft and Apple, in an effort to reach customers and create new experiences around their products and brands. Even as credit unions move towards a “mobile first” strategy, many of them continue to invest in their branch networks. The bottom line is 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. Key Takeaway: Although mobile looks to eclipse brick and mortar, branches remain very relevant, and one of the best ways to bridge the digital-branch divide is mobile/online appointment booking tools.

More Than Half Of Globe’s Population Now Using Mobile Banking

According to the Mobile Ecosystem Forum’s recent Mobile Money Report, 61{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of people use their mobile phone to carry out banking activity. Yet, even with mobile banking’s booming popularity, around 28{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of the 6,000 people interviewed for MEF’s report said that a branch was the preferred location for daily banking, compared to the 26{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} who prefer mobile. So it is not a matter of channel replacement but more of channel enhancement and integration when it comes to mobile, branches, online, phone and ATM. The bottom line is that physical branches remain central to the retail delivery strategy for most financial institutions. Key Take Away: Members will always choose the most convenient channels depending on their financial needs at the moment, so it is up to the credit union to facilitate this reality by implementing solutions such mobile and online appointment booking capabilities that help merge the digital and physical worlds.

Improving Customer Experience in Banking

A survey of executives in the banking industry revealed that the top three initiatives planned for 2017 among leaders included: 1) removing friction from the customer journey; 2) use of big data and advanced analytics; and 3) improvements in integrated multichannel delivery. At Better Branches, our solutions can significantly help with items 1 and 3. Case in point: Branch wait times certainly equal friction and our Mobile Appointment Booking Tool is perfectly suited to positively impacting branch traffic flow, while simultaneously creating an integrated bridge between your members’ mobile devices and your branch network. Key Take Away: Branch Appointments help to move peak walk-in traffic to non-peak appointment times and provide a welcomed alternative for members who are facing a long wait for service. Plus they can play a key role in any credit union’s multichannel delivery implementation plans.

Instant Issuance and Branch Appointments – A Perfect Marriage

Many progressive credit unions have implemented instant issue card programs in their branches with great success. Instant issuance enables members to walk into a branch and, within seconds, receive a fully-functioning, active payment card. But it is not just new members but increasingly existing members who have lost their cards or need a replacement card due compromised card data that would benefit from instant issuance. This increasingly common scenario represents a great opportunity for members to book appointments with your branch staff to come in and pick up their card. Plus with a traditional, central issuance model, consumers must wait an average of seven to 10 days to receive their cards and even then, data suggests that only 90{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} are ultimately activated. The sooner the card is used, the faster credit unions can benefit from an immediate return on their investment. Key Takeaway: Now is the time to combine your instant issue technology with an affordable digital appointment booking platform like our Mobile Appointment Booking Tool – a convenient solution that assures 100{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} card activation and faster interchange income.

Booking Rooms as well as Branch Specialists

The start of a new year is always a good time for predictions. Jon Voorhees, a consultant with Peak Performance Consulting Group , makes this prognostication for branches: “Customers may be able to communicate with branch personnel via Skype and more banks will also have private soundproof rooms in which customers can have face-to-face conversations with offsite bank specialists via video-conferencing.” We could not agree more, and it is interesting to note that he mentioned rooms as well as specialists. We recently addressed this need with enhancements to our platform that coordinate video conferences for both staff, and up to two video equipped conference rooms that may be required for a meeting. Key Takeaway: Make sure that any appointment booking solution that your credit union considers is capable of booking rooms as well as appointments for your employees.

Video Conferencing is a Top Branch Priority

At the recent Future Branches conference, attendees were surveyed on many topics. In terms of the “technology needed in the branch of the future,” 63{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} indicated that enhanced ATMs and video sessions with advisors were their top priorities. “Mobile” finished second in the poll which is interesting because most people would not think about mobile and branch technology together. But they can certainly complement each other, e.g., our Mobile Appointment Booking Tool allows members to quickly and easily schedule appointments from any mobile device, tablet or computer. Key Takeaway: You can “future proof” your credit union by investing in a branch scheduling software now and add video conferencing as your budget allows.

Consumers Expect Multi-Channel Services, Yet Many Still Prefer Branch

Fiserv’s recent Expectations & Experiences quarterly consumer trends survey reveals that while 53{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of those surveyed said they prefer to use online or mobile banking for everyday transactions, a robust 44{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} favored a branch location. Our Mobile Appointment Booking Tool provides an ideal way to blend the digital and the physical worlds. Members can use their mobile device or PC to book the most convenient time for them to visit their favorite branch, thus ensuring a speedy and productive visit. Key Takeaway: Members increasingly expect financial services on their terms, and credit unions must make it easy for them to conduct business at their branches. The best way to achieve this is by implementing an appointment booking system.

Millennials are visiting Branches

Qualtrics, in conjunction with Accel, recently surveyed 8,000 adults to learn how the different generations approach their money and payment options. What they found is that while Millennials are heavy mobile banking users, 30 percent of them report that they visited a financial institution branch in the past week. Meanwhile, 33 percent of baby boomers said the same. Key Takeaway: all demographics want to keep using digital channels and still visit branches, because convenience and access are important to them all!

Consumers Love Mobile Banking Apps… But Still Need Branches

This is the title of a recent article in the Financial Brand and in the article they also cover four areas that impact a consumer’s satisfaction level with their financial institution. They are: Location Convenience Ease of Doing Business Transparency and Fairness Security and Reputation The vast majority of credit unions certainly excel in all four categories and we strive to help them blend the first two on the list with our Mobile Appointment Booking Tool. In action, it could be as simple as booking an appointment online or on a smartphone to come by discuss a new auto loan or HELOC, so something more sophisticated like having them see a targeted ad in a mobile app for a specific banking product, research that product, click a link schedule an appointment at the branch. Key Takeaway: Mobile banking and branches are perfect partners in making it easy for members to conduct business with your credit union.

Phygital Banking

Phygital (physical plus digital) is a marketing term that describes blending digital experiences with physical ones.  As members become more reliant on their smartphones for their banking needs, there will be more instances that arise in which they will want to connect the digital experience with the branch experience. Our Mobile Appointment Booking Tool is a perfect example of connecting the digital (smartphone, PC, tablet, etc.) to the physical (the nearest branch that is most convenient for your members to visit). Another example of a phygital presence is evident in the trend where credit unions send universal bankers out on the floor with a tablet to greet members and direct them either to a teller or an account manager – we facilitate this process with our Kiosk for Self Check-in and Concierge solution. Key Takeaway: It is not difficult – or expensive – to increase the integration of digital with the physical branch if you have the right software solutions in place.

The in-person experience at branches is still important!

A new study of more than 9,500 consumers by Market Force Information found that one-fifth of respondents said they went into a branch in the last 90 days to speak with a branch employee about new products and additional services. Those who did reported 5{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} higher satisfaction levels than those who didn’t, and they were 8{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} more likely to recommend their financial institution to others. These numbers illustrate exactly why we developed our Mobile Appointment Booking Tool – so that your members can schedule an appointment at their convenience to come talk to your branch staff about new products and additional services. Key Takeaway: You may be able to convince members to use your digital channels, but make sure that your brand doesn’t suffer. Provide them with the option to meet in person when they want to learn about your credit union’s other products and services, and/or when they need financial advice.

Technology is great, but sometimes face-to-face is better

In support of their branch network The Nationwide Building Society, a large credit union in Great Britain, is running TV ads with the message: ‘technology is great, but sometimes face-to-face is better’. The synergy between the branch and the digital channels is directly evident: when Nationwide opens a new branch, the number of people using its smartphone app in the area “increases considerably”.  The credit union is also currently upgrading their branch network to support video conferencing equipment to connect members with remote financial specialists to offer financial advice. Key Takeaway: We continue to advocate for building bridges between the digital channels and the branch and support that philosophy via modules such as our Mobile Appointment Booking Tool and our Video Meetings Queues.

Summit Credit Union Enjoys Robust Branch Traffic

Summit Credit Union is a large – $2.4 billion in assets and more than 153,000 members – and progressive credit union that is the second largest credit union in Wisconsin. Rebecca Gerothanas, SVP of Operations at Summit, states that “electronic banking is gaining in popularity; there is no doubt about it,” but she quickly adds “people still want to have a branch nearby and come to our branches for a variety of financial needs.” Their 34 branches remain busy opening new accounts, providing loans, and offering investment services and dispensing financial guidance. The last three activities are particularly well suited to appointment setting capabilities delivered by software such as our Mobile Appointment Booking Tool, while the first is optimized by software like our Better Lobby platform that supports both visitor self check-in or concierge staff check-in.  Key TakeAway: Credit unions still rely on branches to add new members and deliver stellar support to existing members so credit unions must build software bridges between their branches and their digital channels in order to help keep their members happy.  

Branches remain essential to CU’s relationships with members

FDIC Chief Economist Richard Brown says that “this thesis…that we have mobile banking and high-tech banking, therefore the branch offices are dinosaurs and going away appears to be substantially overstated.” ATMs never replaced tellers when they came online as predicted by many pundits, and now mobile can’t possibly replace them either. It is a safe bet that branches will shrink in size over time and become more sales oriented versus transaction oriented, but the fact remains that branches remain crucial touchpoints for acquiring new members and doing more business with existing ones. Key Takeaway: Your members still want to visit your branches, so make it as easy as possible for them to do so – allow them to make appointments with your staff at the most convenient time and location of their choice.

The Branch of the Future Will Still Be a Branch

Over the years, telephone banking and ATMs were going to replace the branches, then online and mobile banking were pegged as “branch killers.” Members now have more banking options ever – especially when it comes to handling routine transactions and balance inquiries, yet survey after survey shows that consumers in all age groups still value branches.   Dave Martin, a long time banking consultant (www.bankmechanics.com), rightfully points out that people “do not really want physical access to branches. They want physical access to bankers. Branches just happen to be where we keep them.” While mobile/online banking, bill pay and ATM networks offer tremendous convenience, they will never replace the personal assistance of a human being at a branch. Key Takeaway: Not much shows that you value your members’ time more than allowing them to book appointments with your staff – this is truly service with a personal touch. We’ve made it easy and affordable to implement one-on-one appointments with your CU’s branch employees by using our Better Lobby Mobile Appointment Booking Tool.

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.