Category: Appointment Scheduler

Implementing Appointment Scheduling Software in Financial Institutions

An image of a laptop computer in a credit union with a calendar application on it.

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

How Better Lobby Appointments Can Improve Your Member Service Strategy

A photo of Credit Union staff using a calendar to track member appointments. Better Lobby software platform has an appointment module where staff can book appointments and track appointments for the branch and whole credit union.

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

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.

Redefining Member Engagement: Banking Should be Personal

Photo of people meeting in a credit union. The people are shaking hands after a successful meeting with credit union staff helping their members with services. Better Lobby platform helps credit unions with member satisfaction.

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.

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

An image of a US 100 dollar bill that has been altered with a face mask, symbolizing the covid-19 pandemic and how financial institutions adapted to the pandemic.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.