Category: New Accounts Management

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.

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.

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.

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.

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.

The Rise of Universal Bankers: How Better Lobby Supports the Modern Credit Union Branch

[Updated May 2025] The Rise of Universal Bankers: How Better Lobby Supports the Modern Credit Union Branch As credit unions continue to evolve, so do their branches. What used to be focused on basic transactions is now shifting toward personalized service and deeper member engagement. Many credit unions are adopting a universal banker model, where staff are cross-trained to handle a wide range of member needs—from opening accounts and processing loans to assisting with digital tools and financial guidance. This shift calls for a smarter way to manage staffing, member flow, and service delivery. That’s where Better Lobby steps in. What Is a Universal Banker? Universal bankers are flexible, multi-skilled staff who can perform both teller and member service roles. Instead of waiting in separate lines for different services, members can meet with a single team member who’s trained to help them from start to finish. It’s more efficient for both the credit union and the member—and it aligns perfectly with the modern “sales and service center” approach many branches are moving toward. The Challenge: Managing Staff Flexibly and Effectively As the roles of staff expand, so does the need for better workforce coordination and member service tools. Traditional spreadsheets and calendars just aren’t enough to handle today’s complex scheduling, service tracking, and branch performance measurement. Better Lobby: Built for the Universal Banker Era Better Lobby’s flexible tools are designed to support this modern branch environment: ✅ Staff Availability Scheduling Our Staff Availability feature in the Appointments module lets managers easily assign staff availability by skill, location, or schedule. You can make sure the right team members are available when and where they’re needed—without overbooking or manual tracking. 📅 Appointment Booking Members can book appointments online, selecting the service they need. Better Lobby ensures those appointments are automatically routed to available staff with the right qualifications. 📊 Dashboards and Reports Get real-time insights into staff productivity, appointment types, and member traffic across branches. This helps you optimize staffing levels, track performance, and support universal bankers with actionable data. 🧑‍💻 Remote Manager View Manage multiple branches from a single screen. Whether you’re on-site or remote, you can monitor service levels, see which staff are helping members, and quickly reassign resources if a branch is busy. 💬 Queue Management and Kiosks Members can check in through a kiosk, mobile phone, or online, and be routed to the next available universal banker. This keeps lobbies flowing smoothly and lets staff work more efficiently across roles. Key Takeaway As credit unions shift to a universal staffing model, having the right tools in place is essential. Better Lobby provides an all-in-one solution for managing appointments, tracking service activity, and optimizing staff productivity—without the need for messy spreadsheets or manual scheduling. By giving your team the tools to be flexible, data-driven, and responsive, you can deliver the high-touch, modern service members expect—whether in person, over video, or through mobile.   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. As branches evolve and are repositioned into sales centers versus transaction centers, many FIs are moving to a ‘universal’ model for their branch staff. Research firm Novantas notes that with self-service and alternative technologies growing rapidly, many institutions are seeing as much as a 10% per-year reduction in branch transactions. The teller line and the platform staff are merging and these universal bankers will have to be able to efficiently and knowledgeably walk visitors through products and services and help them with more complex issues. In addition to expanding the range of functions that these universal bankers perform and more adept at using even more technology, branch workers will have to become more flexible with scheduling. This is especially true as branch personnel work harder to fill the demand for longer and expanded branch hours. The Staff Availability feature of our Better Lobby/New Accounts module was developed with this trend in mind (read more about Workforce Management). Key Take Away: As branches evolve and universal bankers become more common, workforce management software will be needed to closely assess staff utilization and productivity. In this environment, spreadsheets simply won’t work.

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. Although mobile and online banking, coupled with changing consumer behaviors, are reducing overall traffic to branches, the branch is still important to many consumers. New Branches are being designed with greater consideration of the retail experience as well as the transactional efficiency. Along with this physical re-design, there comes a cultural and organizational change. Visitors to these smaller, more efficient and more effective branches will expect to be served in high tech manner which means that the traditional lobby check-in clipboard will go the way of the buggy whip. We have been on this journey with credit unions since 2003 when we introduced our Better Lobby/New Accounts solution that quickly and easily queues branch visitors for platform service by the first staff member to greet them or via a high tech Kiosk (in fact, we just released Kiosk 3.O). Key Takeaway: Moving to the new retail-friendly branch is a journey, not a destination, and this journey will be much easier with the help of lobby automation software.

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.

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.

Branch of the Future – Part 2 – the Evolving Branch

[Updated April 2025] Smarter Appointments: Why Branch Scheduling Matters More Than Ever As credit union branches evolve to meet changing member expectations, the way appointments are handled is becoming more important than ever. While walk-ins will always have a place in branch service, the shift toward appointment-based visits is helping credit unions improve service, reduce stress on staff, and control labor costs. Why More Credit Unions Are Turning to Branch Scheduling Members today want more control over their time. Whether they’re applying for a loan, opening an account, or seeking financial advice, many prefer to schedule a time to meet with the right person instead of waiting in line. Branch Scheduling can help improve member satisfaction. At the same time, credit unions benefit too: ✅ Appointments reduce lobby traffic during peak hours ✅ Staff can prepare ahead of time for each member’s needs ✅ Expert staff can be used more efficiently, maximizing their value ✅ Branch managers can better forecast staffing needs The Problem with Traditional Scheduling Tools In the past, some branches used spreadsheets or basic Outlook calendars to manage appointments. But these tools weren’t designed for branch operations—they lack visibility, create confusion, and make it difficult to coordinate staff across locations. That’s where Better Lobby comes in. A Smarter Way to Schedule Better Lobby’s Appointment Module is built specifically for credit unions. It offers: 🗓️ A shared, branch-wide calendar for full staff visibility 📲 Member-facing booking tools that are mobile-friendly and easy to use 🔔 Real-time confirmations and reminders to reduce no-shows 🔁 Support for in-person, video, or phone appointments 🔍 Reporting tools that track appointment types, outcomes, and staff performance Credit unions that implement Better Lobby’s appointment tools say it transforms the way their teams work—making the branch more efficient while keeping the member experience personal and stress-free. Key Takeaway Appointments are no longer a luxury—they’re a necessity. A modern, easy-to-use appointment system helps credit unions deliver expert service when it matters most, while keeping labor costs under control. Better Lobby makes it simple to shift from outdated systems to a smarter, streamlined approach. How Online Queuing and Appointments Work Together in Branch Management When members walk into a branch, they want fast, personalized service. But how they get that service—whether by appointment or walk-in—can make all the difference in how smoothly a branch operates. With Better Lobby, credit unions don’t have to choose one or the other. Our platform supports both appointments and online queuing, helping credit unions meet a wide range of member needs—all while keeping operations running efficiently. What’s the Difference? Appointments are scheduled in advance. Members choose a time that works for them, and credit unions can assign the right staff member to prepare ahead of time. It’s ideal for: Applying for a loan Opening a new account In-depth financial discussions Online Queuing, on the other hand, is perfect for same-day service. Members can check in online—before they arrive at the branch—and hold their place in line. It’s often used for: Quick account help Card replacements Other short visits Why Credit Unions Love Online Queuing Many credit unions use Better Lobby’s Online Queuing Module as a flexible, lower-commitment alternative to appointments. It offers: ✅ Same-day service without promising a specific time ✅ Better control of foot traffic and lobby crowding ✅ Member check-in from their phone or device ✅ The option to brand it as “Same-Day Appointments” for marketing purposes And just like Branch Scheduling, members can check in at a Better Lobby kiosk when they arrive, ensuring a seamless experience for both walk-ins and online queue users. How They Work Together Here’s how appointments and online queuing complement each other: Situation Use Case Better Lobby Feature A member needs help now They join the online queue from their phone Online Queuing Module A member wants to plan ahead They book an appointment online or by phone Appointment Booking Tool A member walks in without checking in They use the in-branch kiosk Kiosk Module The branch wants to reduce crowds Staff monitor queue and appointment flow Real-time dashboard & reports By offering both options, credit unions give members more control—and give staff the tools they need to deliver great service, even on busy days. Custom Branding Built In Better Lobby makes it easy to customize both appointments and online queuing to fit your credit union’s identity. You can update: 🎨 Colors and logos 📝 Language and terminology (e.g., “Same-Day Appointment” instead of “Online Queue”) 💬 Messaging and instructions shown to members It’s all built to work across devices—on mobile, desktop, or kiosk—so your members always feel like they’re working directly with your credit union. Request a Demo The following section is the original post from July 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. As Branches evolve to meet changing consumer needs in a multi-channel marketplace, branch appointment handling is one of the areas likely to change. We all know that branch visits take two forms: “walk-ins” and appointments. While individual credit unions may place a different emphasis on either, as an industry we expect to continue to use both to service members for the near term. What IS changing is the proportion of each that is used to deliver platform service. Some CUs are encouraging appointments as a means of controlling headcount and reducing labor cost while improving service to members – especially when delivering “expert” service. These CUs see branch appointment handling improvements as a critical component of their overall branch evolution. They describe a need for an affordable, intuitive branch calendar that can replace spreadsheets, Outlook Calendars or other technical approaches that have proved to be cumbersome and simply not effective in helping branch practices evolve. For members, joining a credit union might be the best financial decision they make. Key Take Away – implementing a sound appointment-handling strategy can increase the leverage of expert platform staff, while helping to control branch labor costs.  

Workforce Management – Part 2

[Updated April 2025] Using Better Lobby Reports to Improve Branch Efficiency Running an efficient branch isn’t just about having the right number of staff—it’s about having the right data to make smart decisions. That’s where Better Lobby’s built-in reports come in. With over 50 ready-to-use reports, Better Lobby helps credit unions understand what’s really happening in their branches—from member wait times to staff performance and everything in between. What Can You Track with Better Lobby Reports? Better Lobby captures real-time data every time a member visits a branch. Here’s what you can learn from the reporting suite: ⏱️ Average wait time and service time 🧑‍💼 Which staff helped which members 📅 How many walk-ins and appointments happened 💬 What services were requested 🔁 Member return visit patterns 🧭 Peak traffic times by day or week This isn’t just numbers for the sake of reporting—it’s information you can act on. How Reports Improve Efficiency Here’s how credit unions are using Better Lobby reports to work smarter: 1. Smarter Scheduling If reports show that Monday mornings are consistently busy, managers can schedule more staff during that time—and lighten up when traffic slows. 2. Better Staff Planning You can see which team members are handling the most visits, which services take the most time, and where bottlenecks happen. That helps you assign the right people to the right tasks. 3. Fewer Surprises With real-time dashboards, branch managers can monitor activity throughout the day. If a wait time spikes, they can take action before it becomes a problem. 4. Clearer Member Trends Reports show which services members are coming in for most often. That helps with marketing, staff training, and even facility design. One Report = Many Improvements Imagine this: You review a monthly report and notice members often wait longer for loan services than for other visits. Now you can: Schedule loan officers more effectively Offer video appointments to reduce lobby traffic Add signage or online tools to guide members to the right service Small changes like these can lead to shorter waits, happier members, and less stress for staff. Why Measuring Staff Availability Matters More Than Ever in Branch Operations and Branch Efficiency Before “Workforce Management” became a buzzword in banking, Better Lobby clients were already asking how to track and improve staff availability in branches. They weren’t just focused on who’s scheduled—they wanted to know who was truly ready to serve members the moment the doors opened. It all started with a branch manager who said something we’ll never forget: “They may be at work, but if they’re not signed into the system, they’re not ready to help members.” That insight sparked the creation of one of Better Lobby’s most valuable tools—the Staff Availability feature. It does more than track clock-ins—it shows when staff are actually signed into the Host System and Better Lobby, indicating they’re ready to engage with members. The Real Cost of “Not Ready” Credit unions spend a large portion of their budget on branch staffing. But how much of that time is spent actively serving members? Without tracking tools, it’s hard to tell. A staff member arriving just five minutes late—or not logging in promptly—can have ripple effects on: ⏱️ Wait times 😠 Member satisfaction 💸 Operational efficiency Better Lobby helps you shine a light on these “invisible” moments so you can improve them. How Better Lobby Helps Better Lobby’s Staff Availability feature, combined with its comprehensive reporting suite, helps managers: ✅ See when staff are available and ready to serve 📈 Measure staff utilization throughout the day 🔍 Identify bottlenecks and gaps in service coverage 🏆 Make better decisions for scheduling, training, and incentives The best part? Once staff know their availability is being tracked, accountability improves—and so does performance. How Better Lobby Helps Credit Unions and Branch Efficiency Here are a few ways Better Lobby can improve efficiency in your branches: 📅 Appointment Scheduling Let members schedule time with staff for loans, new accounts, or other services. This helps your team prepare and reduces last-minute rushes. 🖥️ Self Check-In Kiosks & QR Codes Members can check in on their own—either at the kiosk or from their phone. That means less time managing the front desk and more time delivering great service. 📊 Real-Time Dashboards & Reports Better Lobby gives managers a clear view of lobby activity: who’s waiting, how long they’ve been waiting, and what services are in demand. You can use this data to adjust staffing and spot trends. 🧾 Visit History Tracking See what services a member has used before. This lets staff get right to the point—no need to ask the same questions again and again. The Benefits of higher Branch Efficiency When your branch is running efficiently: Members are happier because they don’t wait as long Staff are less overwhelmed and more focused Managers can plan better and avoid over- or understaffing Your credit union can serve more people without adding more space or staff Final Thoughts Improving branch efficiency doesn’t have to be complicated. With tools like Better Lobby, you can simplify how your credit union runs—while improving service at the same time. Want to learn how to make your branch more efficient? Let’s chat about what Better Lobby can do for your team. From Insight to Action When you measure something, you can manage it. Better Lobby gives credit unions the tools they need to take control of one of their biggest variable costs—labor—while creating a better, more consistent experience for members. Staff availability may not be a flashy metric, but it’s a powerful one. And it’s just one of the many ways Better Lobby turns everyday branch operations into opportunities for improvement. Request a Demo     The following section is the original post from August 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Before Workforce Management became a “hot” business phrase, our clients wanted to use Better Lobby to improve Staff Utilization and Availability. It was many years

New Accounts Lobby Management – Visits & Services

[Updated April 2025] Smarter Data, Smarter Decisions: How Better Lobby Supports Modern Branch Management Since the release of our “Visits & Services” upgrade, we’ve continued to evolve Better Lobby into a powerful platform for both member experience tracking and branch performance analysis. Today, Better Lobby is more than just a lobby management system—it’s a decision-making tool that helps credit unions operate more efficiently and serve members more effectively. With over 50 built-in reports, branch managers and executives can dive deep into: 📊 Wait times and service times 🧑‍🤝‍🧑 Staff performance and member service history 🏦 Branch traffic trends by day, week, or month 🎯 Service demand by category (e.g., loans, new accounts, card services) 🏅 Cross-selling success rates and follow-up outcomes These insights go beyond just “who came in and how long they waited.” They provide the why behind member visits, the how well of staff interactions, and the what’s next for branch planning, staff incentives, and marketing campaigns. Better Lobby also integrates with your core banking system, allowing the platform to track individual members across visits—giving you a complete view of member engagement over time. Want to know if your new loan campaign brought more members into the branch? Or which staff are consistently converting appointments into product signups? Better Lobby makes that visible. As more credit unions adopt data-driven strategies for branch operations, having a system like Better Lobby in place ensures you’re not just collecting data—you’re using it to take action. Credit unions today are facing big changes—members expect faster service, digital options, and a more personal experience. To keep up, credit unions need to rethink how their branches operate. That’s where modern branch management comes in. Modern branch management is all about creating smooth, flexible, and member-friendly experiences—whether someone walks into the lobby or connects from their phone. And Better Lobby is built to support exactly that. How Better Lobby Supports Modern Branch Management   ✨ Make Every Visit More Efficient Long lines and unclear wait times are frustrating for members and staff. Better Lobby makes branch visits easier by: Letting members check in at a self-service kiosk or with their phone Showing who’s in line, what they need, and how long they’ve waited Helping staff stay focused on service—not on managing the lobby This means less stress at the front desk and more time for meaningful conversations. 📅 Offer Flexible Appointment Options Modern branch management means meeting members where they are—on their time and terms. Better Lobby helps credit unions do that by offering: In-branch, phone, or video appointments Easy online booking with no app required Staff photos and bios so members feel confident in who they’re meeting Appointments help your team prepare in advance and give members the service they expect—with fewer delays. 🧾 Keep Things Consistent Across Locations Whether you have one branch or twenty, consistency matters. Better Lobby gives your team the same tools at every location, so: Members get the same great experience no matter which branch they visit Staff follow a smooth, repeatable process New employees can get up to speed quickly with user-friendly features Consistency is key to building member trust—and keeping operations running smoothly. 🤝 Connect In-Branch and Online Services Modern branch management isn’t just about physical spaces. It’s about connecting the digital and in-person experience. Better Lobby brings these together by letting members: Join a same-day queue from home Schedule appointments from your website Get help from a real person—virtually or in the branch This hybrid approach makes your credit union more accessible, without adding complexity. Final Thoughts on Modern Branch Management Modern branch management is about more than redesigning buildings—it’s about creating better service experiences for today’s members. With Better Lobby, your credit union can improve efficiency, increase flexibility, and deliver the kind of service that keeps members coming back. Ready to bring your branch operations into the future? Let’s talk about how Better Lobby can help. Interested in turning your member service data into smarter decisions?Request a demo today and see what Better Lobby can do for your team. Credit unions can serve an important role in innovation. The following section is the original post from March 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Not long ago, one of our clients approached us to improve Better Lobby/New Accounts to better distinguish between “visits” and “services”. They went on to explain that they were focusing on branch labor costs using Activity Based Costing (ABC) and needed reporting of BOTH visits and services provided by staff during a platform visit. Shortly after learning this we released our “visits & services” upgrade that encourages MSRs to record multiple services for each visit and modified Better Lobby reports to reflect new account “visits” or “services”. Our on-line, drill down reports toggle with the click of the mouse between the two. To learn more about Better Lobby and New Accounts      

Thoughts about Referrals and Cross-selling

[Updated April 2025] Turning Conversations into Opportunities: How Better Lobby Supports Cross-Selling in Credit Unions A few years ago, The Financial Brand published a powerful series called “What Banks and Credit Unions Can Learn From One Another.” One article in particular stood out: the importance of cross-selling—the ability to connect members with additional products and services they genuinely need. At Better Lobby, we believe cross-selling isn’t about pushing—it’s about understanding the member and being ready to help. That’s why we built our New Accounts and Cross-Selling tools to give credit union managers clear visibility into how staff are performing in this area. The 3 Key Takeaways for Better Cross-Selling According to BlueSpire Marketing, successful cross-selling comes down to three key strategies: Know your sticky products – These are the services that keep members coming back, like checking accounts with direct deposit or online banking tools. Use targeted marketing – Don’t try to sell everything to everyone. Use data to connect members with what’s relevant to their life stage or needs. Set clear goals for staff – Employees should know what success looks like—and have tools to track it. How Better Lobby Helps Credit Unions Do This Better Lobby makes cross-selling easier and more trackable with built-in tools that: 🧾 Capture the reason for a member’s visit during check-in 🧑‍💼 Let staff log referrals or product conversations during the visit 📊 Provide reports that show which staff are making referrals, which products are offered most, and what’s converting into real accounts or services 🔁 Track repeat visits and long-term engagement This data gives managers the insight they need to coach staff, reward top performers, and identify missed opportunities. It’s Not About Selling—It’s About Helping When done well, cross-selling builds trust. It means telling a member, “Since you just opened a savings account, would you like to set up automatic transfers to make saving easier?” That’s not a pitch—that’s good service. Better Lobby helps credit unions turn quick visits into meaningful conversations that benefit both the member and the credit union. Using Visit Purpose Data to Personalize Service Every time a member walks into your branch, it’s a chance to build a stronger relationship. But to truly serve members well, your staff needs more than a smile—they need insight into why the member is there and what their history looks like. That’s where Better Lobby’s Visit History feature comes in. What Is Visit History? Built into the main service queue of Better Lobby, Visit History shows a complete record of a member’s previous visits, including: 🗓️ Date and time of each visit 📍 Branch location they visited 🧾 Service requested (e.g., new account, loan inquiry, card replacement) 👤 Staff member who helped them 📝 Internal notes from the visit This feature gives credit union staff a clear picture of how each member is interacting with your services—making it easier to offer personal, meaningful support. Why Visit History and Cross-Selling in Credit Unions Matter When staff can quickly see a member’s recent visits, they can: ✅ Pick up where a previous conversation left off ✅ Avoid repeating questions the member has already answered ✅ Proactively suggest services the member might benefit from ✅ Spot patterns that show how the member is using the credit union For example, if a member came in twice in the past month to ask about loan options, the staff can offer to schedule a full appointment with a loan officer—or send helpful resources via email. A Better Experience for Members and Staff Visit History helps your team: Be more prepared Deliver faster, more relevant service Build trust and rapport with members over time And for members? It feels great to be recognized and helped by someone who remembers you—not treated like a brand-new stranger every time. Final Thoughts on Cross-Selling in Credit Unions Credit union service isn’t one-size-fits-all—and it shouldn’t feel that way. Better Lobby’s Visit History feature gives your staff the tools to understand your members better and serve them with care and confidence. By using visit purpose data to guide conversations, your credit union can turn everyday transactions into long-term relationships. Request a Demo   The following section is the original post from February 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The Financial Brand recently published a series of articles that are thought provoking  “What Banks and Credit Unions Can Learn From One Another”. The “art of cross-selling” segment resonated with us, because our Better Lobby/New Accounts product provides CU Managers with help measuring staff performance in the area of referrals and Cross-selling. The Key Takeaway from the Financial Brand discussion (written by BlueSpire Marketing) is” (1) Know your sticky products, (2) Employ highly targeted marketing, and (3) Make sure your staff know what their goals are. For the Cross-selling article go to http://thefinancialbrand.com/36383/cross-selling-banks-credit-unions/ For the entire series, start at http://thefinancialbrand.com/28210/content-marketing-tips-for-banks-and-credit-unions/  

Harnessing the Power of Video Meetings: Enhancing Member Engagement through Efficient Meeting Coordination

As the banking landscape continues to evolve, financial institutions are increasingly turning to video banking as a means of expanding customer engagement and driving operational efficiency. Leading analyst firm Celent emphasizes the importance of embracing video banking to remain competitive and retain customers. In this article, we delve into the significance of video banking and explore the role of efficient meeting coordination in maximizing its benefits for credit unions and their members. Embracing Video Banking Video banking offers financial institutions the opportunity to enhance customer engagement and convenience through virtual interactions. With the ability to connect with members remotely, video banking expands the reach of branch services while providing a cost-effective solution for institutions. By leveraging video technology, credit unions can offer personalized support and expert guidance to members, regardless of their location. The Importance of Meeting Coordination However, the successful implementation of video banking requires careful coordination, particularly when conducting video meetings with product specialists or expert staff. Efficient scheduling and management of these interactions are essential to ensure a seamless and satisfying experience for both staff and members. Recognizing this need, our Branch Video Meeting Queues solution was developed to streamline the process of connecting expert staff with branch visitors via video. Introducing Branch Video Meeting Queues The Branch Video Meeting Queues module is designed to simplify and expedite the scheduling and execution of video meetings within credit union branches. By seamlessly integrating with existing systems, this solution enables credit unions to efficiently manage member interactions while optimizing staff utilization and reducing branch costs. With features tailored to the unique needs of credit unions, such as member service management components, Branch Video Meeting Queues fill the gap left by traditional video conferencing systems. Maximizing Member Service Management One of the key benefits of the Branch Video Meeting Queues module is its focus on member service management. By providing credit unions with the tools to effectively schedule, track, and monitor video meetings, this solution ensures that members receive the attention and assistance they deserve. From appointment scheduling to post-meeting follow-ups, Branch Video Meeting Queues enhance the overall member experience and foster stronger relationships between credit unions and their members. The Role of Efficient Scheduling Software For credit unions considering the adoption of video banking, the role of efficient scheduling software cannot be overstated. Effective management of video meetings is essential to maximizing the benefits of this technology and delivering exceptional service to members. By investing in a comprehensive scheduling software package, credit unions can streamline meeting coordination, optimize staff resources, and elevate the overall branch experience. Key Takeaways Video banking holds immense potential for credit unions seeking to enhance member engagement and drive operational efficiency. However, the success of video banking initiatives hinges on efficient meeting coordination and management. With solutions like Branch Video Meeting Queues and robust scheduling software packages, credit unions can harness the power of video banking to deliver personalized service, increase staff utilization, and reduce branch costs. By embracing video technology and investing in efficient meeting coordination tools, credit unions can stay ahead of the curve and meet the evolving needs of their members in today’s digital age.

Lobby Queues can improve Staff Performance

[Updated April 2025] Why Time Matters: How Better Lobby Helps Credit Unions Serve Busy Members According to Gallup, half of Americans feel they don’t have enough time in the day. That’s especially true when it comes to running errands like visiting the credit union. Members want fast, friendly service—but they also want to feel like their time is respected. Staff Performance is critical for better member experience. This reality brings up four important questions for credit union leaders: How long will members wait before they become frustrated? Does waiting make members less open to longer conversations or sales? Are you staffed properly when foot traffic spikes? How can you make the most of the short time you have with each member? Better Lobby helps credit unions answer all of these questions with smart lobby management tools—starting with self check-in kiosks and member data collection. Prepare Before the Conversation Starts Helping Staff Performance When members check in using a Better Lobby kiosk (or a mobile link), they’re asked to provide: Their name or member ID The reason for their visit (e.g., open an account, apply for a loan, update contact info) This simple step gives your member service reps (MSRs) a huge advantage: they can review the member’s info, prepare materials, and focus their time before the meeting even starts. That leads to: ✅ Shorter wait times ✅ More productive conversations ✅ Higher member satisfaction ✅ Stronger opportunities for cross-selling Make the Most of Every Minute Better Lobby isn’t just about keeping the line moving—it’s about maximizing the quality of each interaction. When your team is informed and prepared, they can get straight to helping members—without rushing or scrambling. Helping credit unions succeed. Even better, the system provides real-time data and reports to help managers: Staff up during peak hours Reduce bottlenecks Spot trends in service demand This leads to fewer delays, smoother visits, and better use of everyone’s time. Using Wait Time Data to Improve Member Satisfaction No one likes waiting—especially when it comes to handling their money. For credit unions, managing wait times is a key part of delivering a great member experience. That’s why Better Lobby makes it easy to track, understand, and improve wait time performance across all branches. See the Full Picture of Wait Times Better Lobby tracks wait time data in real time and stores it in over 50 easy-to-use reports. You can view: ⏰ Average wait time by hour 🗓️ Trends by day of the week 📍 Wait times across different branch locations This helps branch managers answer important questions like: When are we the busiest? Which branch has the longest waits? Do we need more staff at certain times? Going Deeper with Business Intelligence Tools Some credit unions want to go even further. That’s why Better Lobby allows access to wait time data directly from its SQL database. This means your team can: Pull Better Lobby data into business intelligence (BI) tools like Power BI or Tableau Combine it with other data (like core system info, staffing schedules, or survey results) Create custom dashboards to spot trends, identify issues, and improve planning This level of insight helps credit unions make smarter staffing decisions, improve scheduling, and most importantly—reduce wait times for members. Why Wait Time Data Matters for Members When members experience long waits, even great service can feel frustrating. But when branches are staffed appropriately and running smoothly, members feel: ✅ Valued and respected ✅ Less rushed or anxious ✅ More open to asking questions or learning about other services In short, shorter waits = happier members. Final Thoughts Better Lobby doesn’t just help you manage member traffic—it helps you improve the quality of every visit. By using wait time data effectively, your credit union can plan better, respond faster, and create a smoother experience for every member who walks through the door. Whether you’re using built-in reports or connecting to a BI platform, Better Lobby gives you the tools to turn wait time data into real-world service improvements. Request a demo 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. Gallup polls show that half of Americans feel that they are pressed for time in their daily lives. For credit unions looking to deliver stellar service, this fact of life brings up four big questions: How long will members wait for service and remain “happy”? Does waiting time erode “consulting” time, because the member becomes anxious to leave? Are you adequately staffed for traffic surges? How to do you make the most of the limited time spent with a member? At Better Branches Technology, we know from experience that platform staff performance improves if Platform Staff know the member’s identity and the purpose of their visit prior to starting their interaction with the member.  Knowing this, the MSR can prepare for the meeting – review the account, assemble product collateral and generally “get focused”. Key Takeaway: Lobby Management applications with member check-in kiosks can improve platform performance by immediately capturing visitor identity and visit purpose. The additional information will pay big dividends in new sales and member satisfaction.

Branch Offers Made Easy

[Updated April 2025] How Better Lobby Helps Credit Unions Strengthen Relationships with Cross-Selling and Visit History Tools Building long-term relationships with members is one of the biggest strengths of credit unions. Credit Unions Strengthen Relationships is a core part of what a credit union does. But keeping those relationships strong requires more than just good service—it takes the right tools to track member needs, understand behavior, and follow up effectively. That’s where Better Lobby’s Cross-Selling and Visit History tools come in. Together, they help credit union staff deliver smarter, more personalized service during every visit—without adding extra work. 🧾 What Is Visit History? Better Lobby’s Visit History feature gives staff an instant view of a member’s previous visits to the branch. This includes: 🗓️ Date and time of each visit 📍 Branch location they visited 💬 Service requested (e.g. new account, card replacement, loan info) 👤 Staff member who helped them 📝 Internal notes from each visit Instead of starting every conversation from scratch, staff can pick up where the member left off—making each interaction faster, friendlier, and more helpful. 🔁 What Is the Cross-Selling Tool? Cross-selling isn’t about pushing products—it’s about offering relevant solutions when a member needs them. The Better Lobby cross-selling tool allows staff to: Record products or services discussed during the visit Track whether the member was interested, declined, or accepted Mark if a follow-up is needed See this information linked to that member’s future visits This tool keeps cross-selling efforts organized, consistent, and respectful—so every conversation adds value, not pressure. 💡 How These Tools Work Together Here’s a quick example: Let’s say a member comes in to replace a debit card. During the visit, the MSR notices they don’t have overdraft protection and asks if they’d like to learn more. The member says, “Maybe next time.” With Better Lobby, the MSR logs that brief conversation into the Cross-Selling tool. The next time the member visits, the new MSR can see that note in the Visit History—and follow up at the right time. This small detail makes a big difference. It shows members that you remember them, understand their needs, and aren’t just repeating the same pitch every visit. 🌟 Benefits for Credit Unions Using Better Lobby’s Cross-Selling and Visit History tools can help credit unions: ✅ Provide more personalized service✅ Increase member satisfaction and loyalty✅ Boost adoption of helpful products and services✅ Improve staff awareness and communication✅ Ensure a consistent experience across branches Whether you have one branch or twenty, these tools help your team stay informed, coordinated, and focused on what matters most: building trust with your members. What Is “Next Best Offer” and Why Does It Matter? The “next best offer” is all about giving members the right product or service at the right time. Instead of sending out the same message to everyone, you use what you know about a member—like their recent activity or life stage—to offer something that fits their needs. For example, if a member just opened a checking account, the next best offer might be a savings account or a credit card. If they recently paid off a loan, it might be a good time to talk about a home equity line. Timing and relevance are everything. When offers feel helpful—not random—members are more likely to say yes. And that leads to more than just sales. It builds trust, deepens relationships, and makes members feel like their credit union really understands them. Better Lobby’s Offers Made Easy helps make this happen—without the complexity of a full CRM—by putting simple, targeted tools in the hands of your front-line team. How Offers Made Easy Solves Common Challenges Many credit unions want to offer more personalized services—but they get stuck using expensive, complex CRM systems that staff don’t enjoy using. That’s where Offers Made Easy comes in. No CRM? No problem. Offers Made Easy works with or without an MCIF system, making it a flexible solution for small and mid-sized credit unions. Simple for staff. The tool is designed with front-line employees in mind. It’s easy to learn, fast to use, and doesn’t require any technical background. If your team can use Facebook, they can use this. No IT headaches. There’s no need to connect to a complicated database or set up a new system. You can start creating member-specific offers quickly—without the high cost or hassle of traditional CRM tools. With Offers Made Easy, your team can focus on what they do best: serving members with helpful, timely offers that actually make a difference. Real-Time Tracking and Reporting to help Credit Unions Strengthen Relationships With Offers Made Easy, credit unions don’t have to guess what’s working—Better Lobby shows you in real time. See everything in one place. Managers get access to easy-to-read dashboards that track staff activity, member responses, and outcomes. You can instantly see how many offers were made, who saw them, and which ones led to action. Track conversations, not just clicks. Better Lobby’s cross-selling tool lets staff record what they talked about with each member. This gives you a clearer picture of how your team is engaging and where opportunities are being created. Spot trends fast. Whether it’s one branch outperforming another or a particular product getting strong interest, Better Lobby helps managers respond quickly and make smarter decisions. With live data at your fingertips, you can improve performance, recognize top staff, and keep cross-selling efforts focused and effective. Designed for Credit Unions of All Sizes Offers Made Easy was built with credit unions in mind—especially small and mid-sized institutions that need powerful tools without the big price tag. Affordable and easy to start. You don’t need a massive IT team or a huge budget. Better Lobby makes it simple to get up and running, with tools that work right out of the box. Perfect for growing credit unions. Whether you have one branch or many, Offers Made Easy is flexible and scalable. As your credit union grows, the platform grows with you. Big results, small

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.

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.

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.

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.

What Age Demographic Visits Branches Most Often?

This simple question has quite a surprising answer according to Mercator Advisory Group’s research: Among those who visit a branch over twice a month – young consumers visit most often! Here are some more interesting stats from the research firm’s recent report: 56{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of 18-34 year old consumers visit their branch over twice a month Nearly a half of all consumers (46{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) visit a branch twice a month One fifth of consumers (21{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) visit a branch once a week Key Takeaway: The branch remains extremely relevant and CUs must strive to make it as convenient as possible to visit their branches by offering appointments, self check-in kiosks and other technologies the help ensure a positive member experience.

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.

Technology Improves In-Person Branch Operations

According to industry consultant Richard Crone, “you’ll lose a customer for an unreasonable branch experience, but they’re not integrating the branch with the mobile app. The best way to do that is with a scheduling capability.” We agree with his assessment – allowing members to use their mobile device, tablet or computer to book an appointment with your credit union builds a bridge from these digital channels directly to your branches. Key Takeaway: Members do not want to waste their time standing in a queue or sitting around waiting in a lobby for the next available representative. Appointments help solve these issues and create a positive branch experience.

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.

Branch staff take center stage amid transformations

For $1.3 billion asset LGE Community Credit Union in Marietta, GA, the move to universal front-line staff has been good for the credit union, members, and staff. The credit union has increased referrals, reduced staff costs, and enhanced member engagement, according to an interesting article on CUNA’s website. At Better Branches, we equip CUs that are moving to open concept branches with the tools that they need to be successful, e.g., concierge check-in via wireless devices and the Fast Visit Recorder that provides an efficient, accurate way to record short visits in a Universal MSR environment. Key Takeaway: Managing and serving waiting visitors in a retail-style branch requires new tools and techniques — and we are here to help.

Digital Interactions Are Fine, to a Point

Two surveys, done by New York-based financial services research and advisory firm Celent in February and released this month, asked over 2,300 U.S. adults when, how and why they want face-to-face interactions with their financial institutions. The surveys found that the majority (55{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) wanted in-person interactions when they felt a conversation was necessary, and 77{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} wanted face-to-face engagement for “substantive conversations,” including for things such as getting advice, setting goals or applying for a new loan or account. Notably, even 93{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of millennials in the surveys said they preferred some things to be handled in person. Plus, according to the survey data, a poor branch experience was the most likely reason respondents said they would switch financial institutions. Creating a positive branch experience has been Better Branches mission since our inception in 2003. Our Better Lobby solution supports both visitor Kiosk Self Check-in and Concierge Check-in by your branch staff thus ensuring a great first impression. Key Takeaway: Members and visitors from all demographics have high expectations when visiting your CU’s branches to open new accounts. A robust visitor management platform such as Better Lobby can greatly assist in leaving a positive impression and building brand loyalty.

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.

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

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.

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.