Category: Kiosks

Let Members Check In in Seconds with Better Lobby

A member’s experience starts the moment they walk into your branch. If their first questions are “Where do I go?”, “Do I need to wait?”, or “Who can help me?”, the lobby is already creating friction. Better Lobby helps credit unions replace that confusion with a fast, guided check-in process that gets members where they need to go without slowing down staff. Why First Impressions in the Lobby Matter When members are unsure where to go, lines form quickly, the front desk gets interrupted, and staff spend valuable time directing traffic instead of serving members. For credit unions, that can mean longer waits, more congestion, and a less personal experience before the real conversation even begins. A smoother lobby process sets the tone for better service from the start. One Simple Check-In With the Better Lobby Kiosk, members can quickly select the service they need and get routed to the right staff member. That creates clear direction, shortens lines, and reduces interruptions for your front-desk team. Instead of managing uncertainty at the entrance, your staff can focus on helping members with the services that matter most. QR Code Kiosk: Check In from a Personal Device For branches that want an even more flexible option, Better Lobby also offers a QR Code Kiosk in User Device Mode. Members simply scan the QR code and check themselves in using their own phone. There is no need to wait at a shared screen, making it a convenient choice for busy lobbies, smaller branches, drive-up service, parking lot check-in, and members who prefer a contactless experience. Credit unions can place the QR code wherever it fits their branch flow best, including signs, brochures, counter displays, or handout cards. That flexibility makes it easy to offer self-service check-in without adding complexity to the member experience. Why Credit Unions Choose Better Lobby Reduce congestion at the entrance Route members correctly the first time Free staff from managing lines Deliver a modern, convenient branch experience Streamline the lobby with a check-in process designed specifically for credit unions A Better Lobby Starts Before the Conversation Better Lobby helps credit unions create a smoother, more organized branch experience by letting members check in quickly and confidently. Whether they use an in-branch kiosk or scan a QR code on their own device, the result is the same: less confusion, better flow, and more time for meaningful member service. If you want to streamline the lobby with a check-in solution built specifically for credit unions, Better Lobby and its kiosk options make that first step easier for everyone.

Improve the Member Experience with Better Lobby’s Branch Service Queue Display

[Updated October 2025] Digital signage in credit unions has come a long way from simple posters and static displays. Today, members expect real-time updates, modern visuals, and a clear sense of where they stand when they visit a branch. That’s why Better Lobby’s Branch Service Queue Display is changing how credit unions communicate with their members while they wait. This powerful, fully responsive display solution integrates directly with your Better Lobby system—bringing together functionality and design. Whether displayed on a small monitor or a large video wall, it adapts to any screen size or resolution seamlessly. Why the Queue Display Matters The Branch Service Queue Display isn’t just about showing names or ticket numbers—it’s about transparency and trust. When members can see that they’re checked in and understand their position in the queue, it instantly reduces uncertainty and improves satisfaction. Here’s how it makes a difference: Real-time visibility: Members can track their place in line, making wait times feel shorter and more predictable. Integrated branding: Customize screens with your credit union’s logo, colors, and tone to reinforce your brand identity. Streamlined communication: Staff and members stay on the same page, ensuring smooth transitions between appointments and walk-ins. Enhanced member experience: Displays can show additional content—such as helpful financial tips, product highlights, or community updates—keeping members informed and engaged while they wait. The Future of the Branch Experience Adding the Branch Service Queue Display module to your Better Lobby setup is a simple step that delivers immediate results. It not only elevates your credit union’s digital presence but also helps staff manage lobby traffic efficiently and consistently. With this solution, every visit feels organized, professional, and member-focused—demonstrating that your credit union values both innovation and the member’s time. How Better Lobby Makes Queue Management a Seamless Part of the Member Experience The Branch Service Queue Display is more than just a digital sign—it’s an essential part of a modern, connected branch experience. Designed to integrate effortlessly with Better Lobby’s queue management and appointment systems, it ensures members always know what’s happening, and staff can focus on delivering exceptional service. 1. Fully Responsive DesignWhether your branch uses small monitors, large video walls, or tablets, the Queue Display adjusts automatically for any screen size or resolution. That means you can use existing hardware and still deliver a professional, modern presentation. 2. Real-Time Member UpdatesAs soon as a visitor checks in, the display confirms their status in the queue and shows their estimated wait time. This reduces anxiety, keeps members informed, and helps staff manage expectations transparently. 3. Consistent Branding Across Every ScreenBetter Lobby gives you the power to customize your queue displays with your credit union’s logo, colors, and messaging. This turns a simple wait-time screen into an extension of your brand identity—showing members that you value both their time and your image. 4. Combine Service with EngagementBetween queue updates, screens can display helpful content—like financial education tips, promotions, or community announcements—creating an opportunity to inform and engage visitors while they wait. 5. Smarter, Connected Branch OperationsBecause it’s part of the larger Better Lobby ecosystem, every check-in and appointment automatically feeds into your reports and dashboards. Branch managers gain insight into traffic patterns, service times, and staff performance—all from one central platform. Adding the Branch Service Queue Display to your Better Lobby system transforms waiting time into an experience that reflects your credit union’s professionalism, efficiency, and commitment to members. It’s an easy upgrade that makes every visit feel organized, modern, and member-focused. Key Takeaway Credit unions that enhance their Better Lobby system with the Branch Service Queue Display enjoy higher member satisfaction, improved staff coordination, and a more modern in-branch experience from day one.   The following section is the original post from April 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Without a doubt, digital merchandising represents a step way beyond traditional branch signs and displays.  To take it a progressive step further would be to add our latest module: Branch Service Queue Display. This powerful software supports a wide array of display types, resolutions, and screen sizes via responsive software design. In action, it provides confirmation to waiting visitors that they are “checked in” and shows where they are in the service queue. It truly is a perfect complement to any credit union’s digital merchandising strategy and implementation. Key Takeaway: Credit unions that add our latest Branch Service Queue Display module to their Better Lobby implementations will enjoy multiple benefits immediately such as increased member satisfaction levels and improved staff efficiency.

How Mobile Tools Are Improving Credit Union’s Branch Experience

[Updated October 2025] Today’s credit union members expect convenience and connection—especially when visiting a branch. Research from Shikatani Lacroix Design (SLD) found that consumers increasingly want to use their smartphones to make branch visits smoother. They want to know how busy a branch is before they arrive, check in on their phones when they get there, and even receive helpful updates while they wait. That’s where Better Lobby comes in. With Better Lobby’s Mobile Appointment Booking Tool, and Self Check-In Kiosk, credit unions can give members the experience they want—fast, intuitive, and mobile-friendly. These tools work together to eliminate wasted time, reduce frustration, and showcase your credit union as a modern, member-focused organization. Streamline the Journey from Start to Finish Book from anywhere: Members can schedule appointments in advance using their mobile device, ensuring they meet with the right staff member at the right time. Skip the line: Upon arrival, they can check in using the Self Check-In Kiosk or a QR code, instantly alerting staff that they’ve arrived. Stay informed: The Branch Service Queue Display keeps members updated on their place in line, so they feel informed and valued while they wait. Together, these solutions create a seamless flow—from digital to in-branch—helping credit unions deliver the kind of connected experience members expect. Building Emotional Connection Through Experience Like SLD’s “Blink Factor” philosophy, Better Lobby focuses on creating instant and lasting impressions. When members walk into your branch and see efficient check-ins, clear digital displays, and friendly staff who are ready for their appointment, they instantly recognize your credit union as innovative, organized, and member-first. Consistency across every touchpoint—from mobile to lobby—strengthens trust and keeps your brand top of mind long after the visit ends. Bringing Digital Convenience Into the Branch Members want flexibility. They expect the same ease of use from their credit union that they get from their favorite apps—without losing the personal connection that makes branch visits meaningful. By introducing digital scheduling tools, credit unions can give members control over their experience while maintaining the trusted, human-centered service that defines their brand. Tools like Better Lobby’s Mobile Appointment Booking help bridge this gap, allowing members to plan their visits ahead of time and ensuring staff are prepared to serve them efficiently. This seamless mix of technology and hospitality not only saves time—it strengthens relationships and reinforces your credit union’s commitment to exceptional member care. Key Takeaway Using mobile devices to set appointments and check in streamlines the branch experience, reduces wait times, and builds member satisfaction. With Better Lobby’s integrated tools, your credit union can deliver the modern, friction-free experience members expect—every time.       The following section is the original post from March 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Research from Shikatani Lacroix, an award winning Toronto-based design and branding firm, shows that many consumers would like to use their smartphones to help them streamline branch visits. Not only would like to be able to determine how busy a branch is prior to a visit, they are willing to use their mobile devices for self-service check-ins, and they say they are open to receiving information while they wait. We can help with all of these issues via appointment setting with our Mobile Appointment Booking Tool; with our Self Check-in Kiosk Software; and with our new Branch Service Queue Display solution. Key Takeaway: Using mobile devices to set appointments reduces wasted time and eliminates a huge friction point – branch wait times.

Never underestimate the value of branches

[Updated September 2025] For years, surveys have told the same story: consumers still choose their primary financial institution based on branch proximity. In fact, research shows that having a branch close to home or work outweighs nearly every other factor—even banking fees, which customers claim to dislike most. And this preference isn’t limited to one age group. From Boomers to Millennials to Gen Z, all demographics continue to say that having a branch nearby is critical to their relationship with a financial institution. So why do branches remain so important when mobile and online banking are faster, cheaper, and always available? The Psychology Behind Branch Choice Behavioral economics helps explain this. Consumers may say they make banking choices based on rational factors like fees or service quality. But in practice, decisions are often guided by familiarity, trust, and emotional connection. Familiarity bias: People tend to choose what they see often. A branch across the street builds brand recognition and comfort, regardless of pricing. Fairness and trust: Beyond rational calculations, members want to feel they’re being treated fairly and that their financial partner has their back. Branch staff embody that trust in a way apps cannot. Brand image: A branch isn’t just a building—it’s the most tangible representation of a financial institution’s brand. For many members, the branch is the brand. It’s no surprise, then, that over 70% of consumers in some studies said they wouldn’t bank with an institution that had no branches—even if they rarely visit one. Branches Are More Than Transaction Centers Even in the digital era, branches remain central to high-value financial activity: 72% of deposits are still made at branches. Two-thirds of account openings and loans happen face-to-face. Members consistently report higher confidence in financial decisions when they meet with staff in person. Branches aren’t just for transactions—they’re where relationships are built, problems are solved, and loyalty is cemented. Modernizing the Branch Experience Of course, member expectations have evolved. Waiting in line, filling out forms, or being bounced between departments doesn’t fit today’s definition of good service. That’s where technology like Better Lobby comes in. Better Lobby equips credit unions with tools to make branch visits smooth, efficient, and member-first: Visitor check-in & tracking: Members are greeted quickly and routed to the right staff. Appointment scheduling: Members can book ahead, ensuring staff are prepared for their needs. Queue management: Reduces frustration and keeps service flowing, even during peak times. Data & reporting: Branch leaders gain insights into traffic patterns, service times, and staff performance. In short, Better Lobby transforms branches from a point of friction into a showcase of efficiency and care. The Future: Branches as Brand Icons Branches may no longer be the place for every transaction, but they’ve become more important than ever as relationship and trust hubs. They represent the brand, shape perceptions, and influence member retention in ways digital channels can’t replicate. Credit unions that succeed will be those that: Invest in branch modernization, not just mobile apps. Personalize both digital and in-branch experiences. Use tools like Better Lobby to connect convenience with human connection. Key Takeaway Phones, apps, and ATMs are important. But people don’t open accounts with devices—they open them with people. Branches remain the foundation of member trust and loyalty, and with the right tools, they can be both efficient and deeply personal. Better Lobby ensures that every branch visit reinforces what members value most: trust, fairness, and genuine human service.   The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Survey after survey confirms that the American public continues to choose their primary FI based on whether a particular FI has a branch near where they live or work. This choice always represents a significantly higher proportion than any other reason listed, even over much-hated banking fees. Even more surprisingly, it applies to all age groups and demographics. The full-service branch continues to be the foundation of the consumer relationship for both transactions (e.g., 72 percent of all deposits are made at the branch), and account openings and lending activities (more than two-thirds of consumers open accounts and apply for loans and credit in the branch). Managing and serving waiting visitors in a full-service branch requires new tools and techniques, and our Better Lobby platform is optimally designed to handle this critical task for both teller and platform staff. Key Takeaway: Phones, tablets and computers don’t open accounts or take out loans – people do. Make every effort to ensure that visitor check-in and service tracking is fast and easy.

Better Lobby Features Explained

Credit unions don’t have to feel old-school. With Better Lobby, branches can run smoother, members get served faster, and staff stay organized without the chaos. But instead of explaining every feature with boring tech talk, we thought—why not memes? Because honestly, Better Lobby’s tools are powerful and relatable. From Spiderman strutting down the street to Gandalf blocking the Balrog, there’s a meme for every moment in the branch. This blog walks through the key features of Better Lobby and pairs each one with a meme that shows exactly how it feels when member service goes from stressful to seamless. Appointment Scheduling – Dancing in the Lobby Booking a branch appointment has never felt this good. With Better Lobby, members can schedule online or in-branch, pick the reason for their visit, and even get reminders so they don’t miss a beat. No more showing up confused, waiting in the wrong line, or stressing about forgotten paperwork. Just like Venom-Spiderman strutting through New York City with over-the-top confidence, your members get to walk into the credit union with meme-level swagger. They already know where they’re headed, staff are prepared for their visit, and the whole experience feels smooth instead of stressful. With appointment scheduling, the cringe of waiting in line becomes a flex—because members are in control from the start. Appointments Made Simple With Better Lobby, members can book a time that works for them—online, by phone, or in-branch. Staff see the reason for the visit, prepare ahead, and send reminders so nothing gets missed. The result? Less waiting, smoother visits, and happier members. Lobby Management – More Cowbell Busy lobby? Long lines? Members getting restless? Better Lobby’s Lobby Management helps staff add members to a queue, track wait times, and even fast-track when needed. It keeps everything fair, smooth, and way less stressful. Because let’s be honest—when branch traffic is overwhelming, the answer is simple: needs more Lobby Management. Just like more cowbell fixes every song, this module fixes every branch jam. Kiosk & QR Code Check-In – Yu-Gi-Oh Enemy Controller Card Better Lobby’s Kiosk & QR Code Check-In module makes it easy for members to skip the line stress. Whether they tap on a self-service kiosk in the branch or scan a QR code on their phone, they can check in quickly and get right into the queue without needing staff assistance. A Controller in your Members Hands Remember when Kaiba whipped out the Enemy Controller card in Yu-Gi-Oh? He wasn’t just controlling monsters—he was pressing “Left, Right, A, B” and owning the duel. Now imagine that same energy… but with your members controlling their spot in line. QR Code Kiosk The Kiosk & QR Code Check-In module gives credit unions flexible, modern options to manage lobby traffic. Touch-free check-in is a member favorite, especially for those who prefer using their own phone instead of public devices. Branches can customize kiosks to match their brand, while the system automatically feeds member info into the lobby queue for staff to see. The result? Less bottleneck at the front desk, faster service, and members who feel in control of their visit—like Kaiba calling the shots. Video Appointments – You Shall Not Pass! Sometimes branches are packed, and members can’t make it in person. That’s where Better Lobby’s Video Appointments steps in. It supports scheduled video meetings, branch-to-branch connections, and even virtual lobbies where members can “drop in” when staff are available. Staff can Serve the Member Anywhere Even if they are in the Mines of Moria In Lord of the Rings, Gandalf stood tall and declared, “You shall not pass!”—and while that worked against Balrogs, it’s not great member service. With Better Lobby, members no longer hear that at a crowded branch. Instead, they hop on a secure video call and get served from anywhere. Video Appointments keep credit unions agile in a hybrid service world. A member who can’t visit a branch can still meet with staff face-to-face through a secure, built-in video system—no third-party links or confusing logins. Staff can schedule video meetings right alongside in-branch ones, making both options seamless. For members, it feels like the branch comes to them. For staff, it’s an efficient way to expand reach and serve more people without adding physical space. Wall Display – Keeps Angry Goblins Away Better Lobby’s Wall Display module keeps things calm by showing exactly who’s next in line. Members can glance at the screen, see their position, and know when it’s their turn—no need to ask staff or wonder if someone skipped ahead. It reduces stress, keeps order in the lobby, and helps staff focus on service instead of disputes. Calm Members, not Angry Goblins Without a Wall Display, members can feel like angry goblins yelling outside the branch, unsure if the line is moving or if chaos has taken over. With it, the tension disappears, and everyone can relax knowing the system is fair. Goblin chaos: averted. Wall Display for Credit Unions The Wall Display connects seamlessly with the Lobby Management and Kiosk modules, making sure the entire flow of service is transparent. Credit unions can even customize the display to match their branding and compliance standards. It runs on any internet-connected screen, turning lobby anxiety into lobby clarity. Online Queue – Engage Better Lobby’s Online Queue module gives members the power to see branch wait times and join the line before they even walk through the door. It’s a smart way to turn travel time into wait time, so by the time they arrive, they’re already that much closer to being served. Members Feel like they are in the future Like Captain Picard on the bridge of the Enterprise, members can confidently press a button and Engage. They beam into the queue without delay, skipping the stress of not knowing how long the line might be. Online Queuing for Credit Unions For credit unions, this feature transforms the branch experience. Members arrive more relaxed, staff can better anticipate demand, and the whole flow feels smoother. Online

J.D. Power Survey Find All Generations Like Branches

[Updated September 2025] For years, the conversation in banking has been dominated by digital: mobile apps, online payments, and self-service tools. But new research from J.D. Power shows that while younger generations lean heavily on mobile for everyday transactions, branch use is steady across all age groups. Surprisingly, Gen Z—the so-called “digital natives”—visit branches almost as often as Gen X and Millennials. They might use mobile more frequently for quick transactions, but when it comes to more important or complex needs, they value the ability to sit down with someone face-to-face. And they’re not alone. Consumers of all ages consistently say they want personalized service, which is still best delivered in-branch. The Rising Bar for Personalized Service Here’s the challenge: expectations have never been higher. Members aren’t just looking for friendly service—they want staff who are prepared for them before the meeting even starts. That’s where appointments play a critical role. When a member books a time to meet, staff can: Review their needs in advance. Gather any documents or resources required. Deliver a smoother, more personalized experience. Instead of walking in cold, members are greeted by someone who is ready to help. That preparation builds trust, speeds up service, and makes the experience feel more valuable. Tools That Make Appointments Work Better Lobby has developed two powerful tools to make branch appointments effortless: Branch Appointment Calendar Module (staff-facing): Gives branch employees a clear view of upcoming appointments so they can prepare and manage their schedules efficiently. Mobile Appointment Booking Tool (member-facing): Lets members book visits anytime, anywhere, directly from their phones. It’s quick, convenient, and ensures they feel in control of their experience. Together, these tools form a bridge between digital convenience and human connection. Members get the flexibility of mobile, and staff get the visibility they need to deliver top-notch, personalized service. Why This Matters for Credit Unions The J.D. Power study confirms what many already suspected: branches remain essential touchpoints for all generations. But just keeping the doors open isn’t enough. To meet rising expectations, credit unions need systems that make in-branch interactions smoother, faster, and more personal. Appointments do exactly that. They reduce wait times, improve staff efficiency, and most importantly, give members the sense that their time and needs truly matter. Key Takeaway Branches aren’t going away—they’re evolving. As members demand both digital convenience and human connection, credit unions must rise to the challenge. Better Lobby’s appointment tools make it possible to deliver personalized, prepared service that builds loyalty across every generation. The future isn’t just digital or in-branch—it’s both, working together. The following section is the original post from June 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A new consumer survey by J.D. Power finds that consumers across the board value branches. While the survey found that the younger generation tends to use mobile phones for a lot of their banking needs, all generations at about the same level of branch use at FIs. The research firm found consumers of all ages want personalized service. A key component of personalized service is having the member service representative prepared ahead of time which is facilitated by appointment setting. We are seeing more and more interest in our Branch Appointment Calendar Module which is staff-facing and our Mobile Appointment Booking Tool which is member-facing for just these reasons. Key Takeaway: Branches remain important touch points for all ages, but service demands have risen. The ability to easily schedule an appointment with branch personnel is key to meeting these rising expectations.   Original JD Power Article  Press Releases: April 30, 2015 Gen Z Has Arrived. Is Your Bank Ready? Overall Retail Banking Satisfaction is Up, Mobile and ATM Satisfaction Declines WESTLAKE VILLAGE, Calif.: 30 April 2015 — Gen Z,[1] which comprises about one-fourth of the U.S. population, is entering adulthood and creating new challenges and opportunities for retail banks of all sizes to acquire them as customers, build their loyalty and capture a larger share of wallet as they age; however, banks will need to understand what drives satisfaction among this generational group. Additionally, while overall satisfaction has improved from 2014, satisfaction with mobile and ATM features has slightly declined raising a red flag about retail banks’ approach to technology, according to the J.D. Power 2015 U.S. Retail Banking Satisfaction StudySM released today. The 10th annual customer satisfaction study is the longest-running and most in-depth survey of the retail banking industry, with more than 80,000 consumers evaluating various aspects of their banking experience. The study measures satisfaction in six factors (listed in alphabetical order): account information; channel activities; facility; fees; problem resolution; and product offerings. Channel activities include six subfactors (listed in alphabetical order): ATM; branch; call center; IVR; mobile; and website. Banks are ranked based on overall customer satisfaction in each of the following regions: California, Florida, Mid-Atlantic, Midwest, New England, North Central, Northwest, South Central, Southeast, Southwest and Texas. Satisfaction is measured on a 1,000-point scale. Gen Z and Retail Banking: Satisfaction among Gen Z customers (797) is higher than among Gen Y and Gen X customers (781 and 778, respectively.)  Additionally, overall satisfaction among Gen Z customers of big banks[2] (807) is higher than among Gen Z customers of regional banks (796) and midsize banks (769). Among Gen Z customers, digital transactions are shifting from website to mobile. A higher percentage of Gen Z customers use mobile (38%) than the average use across all other generational groups (19%), and Gen Z uses mobile more often than other generations (48 times per year vs. 39 times). Surprisingly, branch usage among Gen Z customers is on par with that of Gen X and Gen Y, as 76 percent of Gen Z customers have visited a branch in the past 12 months, compared with 72 percent of Gen Y customers and 74 percent of Gen X customers. Gen Z customers who visit a branch average 12 times per year, compared with Gen Y and Gen X who visit 11 times and

Elevating Credit Union Member Service: The Howard Technology Solutions and Better Branches Technologies Partnership

In an exciting development for credit unions nationwide, Howard Technology Solutions and Better Branches Technologies have joined forces to bring a best-in-class solution for member service. This partnership combines Howard’s customizable kiosks with Better Branches’ Better Lobby software, creating a seamless and efficient experience for credit union members. Enhancing Member Experience with Howard Kiosks Howard Technology Solutions is renowned for its professional-grade hardware solutions, and their kiosks are no exception. Designed to enhance efficiency and profitability, Howard’s kiosks offer a range of functionalities, including bill payment, secure self-service sales, information updates, wayfinding, scheduling, check-in processes, printing, and ticketing. These kiosks provide round-the-clock convenience, privacy, and adherence to social distancing guidelines, making them an ideal choice for credit unions looking to modernize their member service. Better Lobby: The All-in-One Member Service Platform Better Lobby is a modular software platform built specifically for credit unions. It improves the in-branch and remote member experience by organizing queues, appointments, video meetings, and staff workflows—all while collecting valuable data to inform decisions. Key modules include: Lobby Management Module: Efficiently manage in-branch traffic, ensuring fairness and reducing wait times. Appointment Module: Allows members to schedule appointments online or in-branch, with text and email reminders. Kiosk Module: Enables fast, contactless check-ins using credit union-provided devices or personal smartphones. Wall Display Module: Keeps members informed with real-time updates on wait times and queues. Online Queue Module: Allows members to check wait times and join the queue before arriving at the branch. Video Meeting Module: Offers flexible options for scheduled and on-demand video appointments. Reports & Dashboards: Provides real-time insights into queue activity, service times, and staffing efficiency. Admin & Configuration Tools: Centralized interface for configuring services, managing user access, and tailoring settings by branch. A Seamless Integration for Modern Credit Unions By combining Howard’s durable and reliable kiosks with Better Lobby’s powerful software, credit unions can deliver a branch experience that is efficient, member-friendly, and future-ready. This partnership aims to reduce wait-times, improve staff productivity, and provide a modern, transparent service that meets the evolving needs of credit union members. Credit unions interested in learning how Howard’s hardware can maximize their Better Lobby investment are encouraged to schedule a demo. This partnership represents a commitment to helping credit unions modernize and strengthen member engagement, ensuring a seamless experience from check-in to service completion. Request a Better Lobby Demo

Why Branches Still Matter in a Digital World

[Updated August 2025] In today’s digital-first banking landscape, it’s easy to assume that members only care about mobile apps and online access. But recent insights from the CFI Group tell a more complete story—and it’s one Better Lobby has been helping credit unions address for years. What the Data Says While mobile and online tools top the list for daily interactions, branch locations and in-person service are still critical when it comes to member satisfaction and acquisition. In fact:📍 Convenient branches are one of the top reasons members choose a credit union.👥 In-branch service quality scores incredibly high, showing that personal interactions still drive member loyalty. So how can credit unions balance both worlds? That’s where Better Lobby’s tools come in. Bridging Digital and In-Branch with Better Lobby Better Lobby gives your credit union everything it needs to seamlessly connect mobile convenience with in-branch excellence: ✅ Mobile Appointment BookingLet members schedule meetings with staff from their phone—before they ever walk in. ✅ Online QueueingTurn drive time into wait time. Members can join the line remotely and arrive just in time. ✅ Kiosk Check-In & Wall DisplaySpeed up check-in, reduce lobby congestion, and improve transparency with digital signage. ✅ Flexible Branch Video AppointmentsServe members face-to-face—even if your experts are working from another branch. ✅ Branch-Level Dashboards & ReportsUse real-time data to manage staffing, optimize wait times, and support top-notch service. Key Takeaway Branches still matter—but how they function is evolving. With Better Lobby, your credit union can offer the digital tools members expect while preserving the personal service they love. It’s not about choosing between in-person and online—it’s about making both work better together.   The following section is the original post from August 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Since 1988, the CFI Group has been a leading provider of consumer feedback insights through analytics. The firm’s second installment of their Credit Union Satisfaction Index just found that online and mobile banking is more important than any other aspect of the member experience. No surprises there! However if you dig deeper into the report, you will find that while mobile and online banking obviously play a crucial part in member satisfaction, branches remain key to member acquisition. In fact, the convenience of a branch’s location is one of the top member considerations when joining a credit union, and a CFI spokesperson stated that “even though the vast majority of members are using online and mobile banking, members still want the convenience of a nearby branch, exceptional service and the ability to access their accounts in-person if they choose to do so.” Key Takeaway: Branch staff and branch convenience together accounted for nearly half of the overall leverage on satisfaction. Branch staff also plays a valuable role with a score of 92, reflecting members’ ongoing delight with the way they are treated during a branch visit. With these important facts in mind, consider making mobile and online appointment setting capabilities a priority at your credit union.

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.

The Rise of Contactless Credit Union Services: What Members Expect in 2026

In the last few years, credit union members have gotten used to doing things quickly and safely—often without touching a screen or waiting in line. What started as a response to the pandemic has now become the new normal. Technology offers people the ability not to touch public surfaces. For example, some faucets and sinks are automated and do not require touch. This is a new expectation and now you can offer contactless credit union services Today, people expect contactless service. They want to check in with a QR code, get updates on their phone, or meet with staff through a video call. For credit unions, keeping up with these expectations means offering more flexible, no-touch options that respect people’s time, health, and needs. In this blog post, we’ll look at why contactless technology is here to stay, how members use it, and how Better Lobby helps credit unions deliver the smooth, modern experience members want in 2026. Why Contactless is Here to Stay Over the past few years, the way members interact with credit unions has changed—fast. What started as a safety measure during the pandemic has now become something people expect: convenient, contactless service. Many members now prefer low-contact options like checking in with their phones, booking appointments online, or meeting by video. These aren’t just high-tech upgrades—they’re ways to make visiting the credit union feel easier, faster, and more comfortable. Contactless tools do more than just reduce germs. They also: Improve accessibility for people who may have mobility or sensory challenges Reduce waiting and touching shared surfaces Speed up service by letting members take action before even walking through the door Members have spoken—contactless service isn’t just nice to have, it’s expected. And with Better Lobby, credit unions can meet those expectations without sacrificing the personal service members still want. Up next, we’ll explore how QR Code Kiosks are making check-ins easier than ever. QR Code Kiosks – Touch-Free Check-In Better Lobby’s QR Code Kiosk makes it easy for members to check in without touching anything but their own phone. When members walk into a branch, they simply scan a QR code displayed at the entrance or service desk. This takes them to a secure check-in form they can fill out on their personal device—fast, safe, and completely touch-free. Why Members Love It: No need to touch shared screens Quicker check-in means less time waiting Reduces lobby congestion, especially during busy hours Credit unions love it too! The QR code screen is customizable, so it can match your branding with your logo, colors, and even a custom message. You can also set a proximity limit to make sure only members who are actually near the branch can check in—adding an extra layer of security. It’s a simple tool with a big impact—making service faster, safer, and smoother for everyone. Up next, we’ll look at how remote appointments are giving members even more control and convenience. Mobile Check-Ins – Control in the Member’s Hands With Better Lobby, members can check in right from their phones—whether they have an appointment or are using the online queue. If a member booked an appointment, they’ll get a link by email or text. When they arrive, they just tap the link to check in—no need to wait in line. If they’re using the online queue, they’ll receive a “parking lot check-in” text with a link. From their car or nearby, they can check in without stepping into the branch until it’s their turn. Members also get real-time updates about their place in line and how long they might have to wait. This makes everything feel more predictable and less stressful. Why it matters: More control for members Less guesswork and frustration Clear, transparent service experience Mobile check-ins put the power in your members’ hands—and help your staff stay organized and ready to serve. Next, we’ll explore how remote appointments are adding even more flexibility to the credit union experience. Remote Appointments – Meet Anywhere Not every member can make it to the branch—and that’s okay. With Better Lobby, your credit union can offer remote appointments through video or phone calls, making it easier than ever to stay connected. This option is perfect for: Working members with busy schedules People in rural areas far from a branch Members with mobility challenges who prefer to stay home Remote meetings are built right into Better Lobby’s appointment system. Members choose the type of meeting they want—in-person, video, or phone—when booking. Staff are automatically notified and can prepare just like they would for an in-person visit. Why members love it: No need to drive or wait in line Same great service—just more flexible Secure and easy to use Remote appointments let your credit union meet members wherever they are—at work, at home, or on the go. Up next, we’ll look at how secure digital documents keep the experience fast and paper-free. Conclusion: A Long-Term Shift, Not a Temporary Fix Contactless Credit Union Services isn’t just a short-term trend—it’s a permanent change in what members expect. What started as a safety measure during the pandemic has become the new standard for convenient, flexible, and accessible service. Credit unions that offer QR code kiosks, mobile check-ins, and remote appointments aren’t just keeping up with technology—they’re showing members that they listen and care about their preferences. Now is the time to ask:Is your branch ready for the contactless future? Better Lobby makes it easy to take the next step. With flexible tools that fit your needs, you can provide a faster, safer, and more member-friendly experience—starting today. Key Takeaways for Contactless Credit Union Services Contactless services like QR check-ins, mobile updates, and video meetings make branch visits faster, safer, and easier. Credit union members now expect these options—it’s no longer just a “nice to have.” Better Lobby gives credit unions the tools to offer a modern, flexible, and welcoming experience—whether in person or online.   Request a demo

Self-Service Kiosks vs. Traditional Check-Ins: What’s Best for Your Credit Union?

How Better Lobby Makes Member Check-In Easy with Kiosks At Better Lobby, we believe that every credit union visit should start off on the right foot. One of the easiest ways to improve the member experience? A better check-in process. Let’s face it—no one likes standing in line or not knowing when they’ll be helped. That’s where Better Lobby’s kiosk check-in system comes in. It’s simple, fast, and helps both members and staff feel more in control. Why the Check-In Process Matters The moment a member walks through the door, they start forming an opinion about your service. If they’re greeted by a long line or confusion at the front desk, their experience suffers before it even begins. A smooth check-in sets the tone for everything that follows. How Better Lobby’s Kiosk Works Better Lobby’s kiosk system offers two easy options for member check-in: In-Branch Kiosk A touchscreen kiosk placed right in your lobby allows members to select their reason for visiting and check in on the spot. It’s intuitive, quick, and doesn’t require help from staff. QR Code Kiosk For members who prefer using their own phone, we offer a contactless check-in experience. Just scan the QR code with a smartphone, fill out the check-in form, and you’re in the queue—no shared surfaces, no waiting in line. Benefits for Credit Unions and Members ✅ Faster Service Members can check in instantly, which keeps the line moving and the lobby flowing. ✅ Less Stress Members know their place in the queue and can relax while they wait. ✅ More Time for Staff Instead of spending time on manual sign-ins, staff can focus on answering questions, opening accounts, and giving personal service. ✅ Clear Queue Management Better Lobby organizes all check-ins, whether they happen at the kiosk or through an appointment, so everyone knows who’s next. ✅ Safer Environment Contactless options like the QR Code Kiosk make it easy to maintain health and hygiene in your branch. Make the First Step a Better One Every great member experience starts with a smart, friendly welcome. With Better Lobby’s kiosk check-in solutions, your credit union can make sure every visit begins with ease, efficiency, and a personal touch. The decision for Self-Service Kiosks vs. Traditional Check-Ins is up to you and your credit union. Want to learn more or see a demo? Get in touch with our team. Let’s make every member visit better—from the very first step. Request a demo Self-Service Kiosks vs. Traditional Check-Ins: What’s Best for Your Credit Union? Checking in at a credit union branch might seem simple—but how members check in can greatly affect their experience and your staff’s efficiency. In today’s world, many credit unions still use traditional methods like paper sign-in sheets or staff-managed check-ins. Others have adopted self-service kiosks, including QR code kiosks, that let members check in quickly on their own devices. So, which method is best for your credit union? In this blog post, we’ll compare self-service kiosks and traditional check-ins side-by-side to help you decide what’s right for your members and your team. Speed and Convenience Self-service kiosks, especially those with QR code capabilities, offer members a fast and easy way to check in. Members can walk into the branch, scan a QR code, and enter the queue using their own device—no need to touch shared equipment. Traditional check-ins, such as speaking with a greeter or using a paper sign-in sheet, take more time and require staff assistance, which can create longer lines during busy times. Member Satisfaction Credit unions that offer self-service kiosks often see higher member satisfaction. Members appreciate the ability to check in quickly and manage their time efficiently. With traditional check-ins, members may wait longer and feel uncertain about their place in line. Kiosks also allow members to feel more in control of their experience, leading to a better overall impression of the credit union. Staff Efficiency Using self-service kiosks frees up staff to focus on serving members rather than managing the check-in process. This can help reduce staff workload and improve service delivery. Traditional check-ins require staff to spend time logging information and managing queues manually, which can take away from higher-value tasks like member consultations and problem-solving. Hygiene and Safety QR code kiosks provide a contact-free experience, which is especially valuable for health-conscious members. Members can use their own devices to check in, reducing the risk of spreading germs. Traditional check-ins, especially paper-based methods or shared touch-screen devices, may raise hygiene concerns for some members. Customization and Flexibility Self-service kiosks, like those offered by Better Lobby, can be customized to fit the needs of each credit union. Whether it’s adjusting services displayed, setting up multi-language support, or printing QR codes in different formats (full-page, brochure, or business card size), kiosks offer flexibility. Traditional check-ins have limited customization and can’t easily adapt to member preferences or branding needs. Real-Time Data and Reporting Self-service kiosks automatically collect data on member visits, wait times, and service types. This information can be used to improve operations, staffing, and member service strategies. Traditional check-ins often rely on manual tracking, which is prone to errors and lacks real-time insights. Easy, Contactless Check-Ins with Better Lobby’s New QR Code Kiosk Credit union members want convenience, speed, and a safe experience when they visit a branch. That’s why Better Lobby created a new way to check in that’s simple, modern, and completely touch-free: the QR Code Kiosk – User Device Mode. This new feature is designed to make branch visits smoother while helping staff stay focused on what matters most—personal service. What Is the QR Code Kiosk? The QR Code Kiosk lets members check in using their own smartphones. All they need to do is scan a custom QR code displayed in your branch. After scanning, they fill out a secure form to check in. It’s quick, easy, and doesn’t require any contact with shared devices. Why Credit Unions (and Members) Will Love It ✅ Faster Check-InsMembers check in right from their phones—no

Self-Service Kiosks vs. Traditional Check-Ins: What’s Best for Your Credit Union?

Why First Impressions Matter: Creating a Smooth Lobby Experience for Credit Union Members When members walk into your credit union, their first interaction sets the tone for their entire visit. Whether they’re opening an account, applying for a loan, or asking a quick question, their first impression is shaped by how easy—and welcoming—it is to get started. That’s why an efficient and well-managed lobby experience is essential. At Better Lobby, we work with credit unions of all sizes that want to make sure their lobbies run smoothly while keeping the member experience personal and warm. Before diving into kiosk options or high-tech upgrades, it’s important to take a step back and ask: Are we making it easy for members to get the help they need? Start with the Basics: Clear, Organized Check-Ins A successful lobby experience begins with making check-in simple. Members should know where to go, how to get in line, and what to expect. Without a clear check-in process, your lobby can feel chaotic—especially during busy times. Members may feel uncertain, staff may feel overwhelmed, and wait times can increase quickly. Better Lobby helps solve this by providing an organized, visible system for check-ins—so both staff and members know who’s next, who’s waiting, and where help is needed. Why It’s Time to Rethink Traditional Sign-Ins Many credit unions still rely on verbal sign-ins or paper logs. This might seem personal, but it’s also slow, inconsistent, and hard to manage when multiple members arrive at once. Over time, it creates bottlenecks—and frustration. What today’s members really want is: A sense of control over their visit Confidence that they’ll be served fairly A fast, friendly way to get started Preparing for the Future of the Branch As digital channels grow, branch visits have become more intentional. Members come in for meaningful interactions—not just deposits. That means every minute they wait counts. By modernizing your lobby experience with clear signage, streamlined check-ins, and a tool like Better Lobby, you make every visit more productive for both members and staff. A Foundation for Self-Service Kiosks Success Once you’ve optimized your in-branch experience, you’ll be in a great position to explore more advanced options—like self-service kiosks and QR code check-ins. In our next post, we’ll break down the pros and cons of self-service kiosks vs. traditional check-ins, and help you decide what’s right for your credit union. Self-Service Kiosks vs. Traditional Check-Ins Credit unions are always looking for ways to improve service while keeping operations efficient. One major decision they face is whether to stick with traditional check-ins or upgrade to self-service kiosks. A lobby management kiosk can speed up check-ins, improve staff productivity, and enhance the member experience. With Better Lobby’s Self-Service Kiosk and QR Code Kiosk, credit unions can offer faster, more convenient check-ins that free up staff while keeping service personalized. But is a self-service kiosk the right choice for your credit union? Let’s compare the benefits of each method. Efficiency and Speed Self-Service Kiosks: Self-service kiosks allow members to check in quickly without waiting for staff assistance. With Better Lobby’s QR Code Kiosk, members can scan a code and enter their details on their own device—no need to touch a shared screen. This speeds up the check-in process and keeps the lobby moving efficiently. Traditional Check-Ins: Traditional check-ins often require a staff member to manually record visitor details, which can slow things down, especially during busy times. If multiple members arrive at once, this can lead to long wait times and congestion. Winner: Self-service kiosks make check-ins faster and more convenient. Member Convenience Self-Service Kiosks: Members have the flexibility to check in using a kiosk device provided by the credit union or their own phone with the QR Code Kiosk. They don’t have to wait in line or rely on staff availability. Traditional Check-Ins: Some members may prefer a face-to-face check-in process, especially if they are unfamiliar with technology. However, this method depends on staff availability, which can lead to inconsistencies in service speed. Winner: Self-service kiosks offer greater flexibility, but traditional check-ins may still be useful for members who prefer in-person interaction. Staff Productivity Self-Service Kiosks: By automating check-ins, kiosks free up staff to focus on member service instead of handling sign-ins. This is especially beneficial during busy periods, allowing employees to assist with more complex inquiries. Traditional Check-Ins: Staff must manually check members in, which takes time and prevents them from focusing on higher-value tasks like opening accounts, processing loans, or providing personalized service. Winner: Self-service kiosks allow staff to work more efficiently. Hygiene and Safety Self-Service Kiosks: Better Lobby’s QR Code Kiosk allows members to check in without touching a shared screen. This minimizes health concerns related to public touchscreens and provides a more hygienic experience. Traditional Check-Ins: Staff handle member interactions directly, which can increase the spread of germs, especially during cold and flu season. Winner: QR Code Kiosks offer a safer and more hygienic option. Queue Management and Transparency Self-Service Kiosks: Once a member checks in using a kiosk, their place in the queue is automatically tracked. This eliminates confusion and ensures that everyone is served in the correct order. Traditional Check-Ins: Staff must manually keep track of who arrived first, which can lead to miscommunication and potential disagreements among members. Winner: Self-service kiosks create a more organized and conflict-free waiting experience. Cost and Resource Efficiency Self-Service Kiosks: Better Lobby offers a flexible kiosk solution—credit unions can provide their own kiosk device or use only the QR Code Kiosk to minimize equipment costs. This allows credit unions to reduce expenses while still improving service. Traditional Check-Ins: Traditional check-ins require more staff time, which increases operational costs. Over time, manual check-ins are less cost-efficient than an automated system. Winner: Self-service kiosks help credit unions save money and optimize resources. Final Comparison Feature Self-Service Kiosks Traditional Check-Ins Speed Fast & automated Slower, staff-dependent Convenience QR Code option, no waiting Requires staff interaction Staff Productivity Frees staff for other tasks Staff must check members in Hygiene

Why Better Lobby Kiosks Are a Smart Move for Credit Unions

As the financial world continues to shift toward digital-first services, credit unions are redefining what “in-branch” experiences look like. A perfect example? Self-check-in kiosks. Want to make a smart move? Having kiosks are a smart move. Instead of handing out magazines or having members wait aimlessly for their appointments, forward-thinking credit unions like Island Savings CU are handing members tablets. Members can browse, stay productive, or—more importantly—check themselves in with ease. [Updated May 2025] Tablets That Do More Than Entertain Better Lobby’s Self Check-In Kiosk solution transforms a simple tablet into a powerful branch service tool. Whether you’re using an iPad, Android device, or Microsoft Surface, your members can easily: Check in for an appointment Update personal details Notify staff of their arrival You can even enable staff to assist with check-ins using the same tablet—perfect for greeter roles or helping less tech-savvy members. Customizable to Match Your Brand Every credit union is different, and Better Lobby knows that. Our kiosk interface is highly customizable, allowing you to: Add your branding and messaging Choose the check-in steps that match your service flow Support multiple languages or accessibility options This flexibility helps your branch look and feel modern while still maintaining the warm, community-first identity credit unions are known for. Benefits That Go Beyond Tech Implementing Better Lobby kiosks does more than digitize a process. It: ✅ Improves member experience by giving members more control and less wait✅ Reduces front-desk strain, freeing staff to focus on more complex needs✅ Demonstrates innovation, showing your credit union understands how members want to engage in 2025 and beyond As discussed in The Modern Credit Union Experience, today’s members want the best of both worlds: the convenience of digital tools and the personalized service of physical branches. Better Lobby kiosks bridge that gap beautifully. Key Takeaway on Kiosks Are a Smart Move Members are already comfortable using tablets. Why not use one to let them check in quickly and easily? With Better Lobby kiosks, you’re offering a smart, seamless, and cost-effective tool that makes both staff and members happier. Looking to modernize your branch without losing the personal touch?Better Lobby kiosks are the answer.   The following section is the original post from April 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. At Island Savings CU, when members have an appointment and are waiting to meet with an employee, instead of handing out magazines and newspapers, they are offered tablets that they can use for browsing.  This is an excellent idea and one that matches perfectly with our Better Lobby Self Check-in Kiosk solution that can use either an iPad, MS Surface, or Android Tablet to self check-in (or a greeter can assist with check-in via the same tablet). Our kiosk pages are highly intuitive and can be easily customized to each credit union’s desires. Improving member service and reducing branch staff costs are just two of the benefits of installing a Better Lobby Kiosk. Key Takeaway: Many members enjoy using tablets for surfing the Internet and using one to check-in your members is a great way for your credit union to demonstrate insightful use of technology.

How to Reduce Member Wait Times with Lobby Management

Discover how credit unions can dramatically reduce wait times and enhance member satisfaction with Better Lobby’s effective management techniques. Explore practical tips and advanced tools for optimizing every step of the member journey.

Better Lobby’s QR Code Kiosk: A Simple, Smart Solution for Credit Unions

Technology is making everyday tasks easier—and credit unions are no exception. Better Lobby’s QR Code Kiosk is a game-changer for credit unions looking to provide a smoother, more convenient check-in experience for members. Instead of using a shared touchscreen or kiosk, members can simply scan a QR code with their own device and check in for service. Let’s explore how this feature benefits both credit unions and their members. What Members Want from Their Credit Union Today’s credit union members expect more than just friendly service—they want speed, convenience, and control over their experience. Member’s love credit unions. For your members joining a credit union might be the best financial decision they make. Here’s what members are looking for when they visit a branch: ✅ Quick, easy check-ins: They don’t want to wait in long lines or feel confused about where to go.✅ Flexible options: Some members prefer to use their phones, while others like in-branch kiosks. Offering both makes everyone feel welcome.✅ Transparency: Members want to know their place in line and feel confident they’ll be served fairly.✅ Personalized service: They appreciate when staff know who they are and what they need—without asking the same questions over and over. That’s where the Better Lobby QR Code Kiosk comes in. With just a quick scan from their smartphone, members can check themselves into the branch without touching a screen or waiting in line. It’s fast, safe, and easy—giving members the modern, self-service option they expect while still connecting them to the personalized support your credit union staff provides. Better Lobby’s QR Code Kiosk helps credit unions meet all these expectations. It gives members the choice to check in quickly from their own device, making their visit smoother, faster, and more modern—without losing the personal touch credit unions are known for. How Does the QR Code Kiosk Work? Using the QR Code Kiosk is incredibly easy: The member arrives at the credit union and sees a QR code displayed on a sign or poster. They scan the QR code with their smartphone. A check-in form opens on their phone, allowing them to enter their information. They join the queue without ever touching a shared device. It’s that simple! No more waiting in line for a kiosk or handling public touchscreens. Why Credit Unions Love the QR Code Kiosk ✅ Reduces Equipment Costs – Fewer kiosks to manage and replace, saving your credit union money.✅ Faster Check-Ins – Members can check in from their phone in seconds.✅ Better Member Experience – No waiting in line at a kiosk, just scan and go!✅ Safe and Contact-Free – Ideal for health-conscious members who prefer a touch-free option.✅ Works on Any Device – No app required! Members just use their phone’s camera. Convenient QR Code Display Options Better Lobby makes it easy for credit unions to print QR codes in multiple sizes, so they can be placed anywhere: 📄 8.5in × 11in – Perfect for posters, signs, and tabletops.📜 4in × 6in – Ideal for smaller displays at service counters.💳 2in × 3.5in (business card size) – Great for handing out or attaching to brochures. With multiple options, credit unions can place QR codes in the best locations for their branch layout. Better Lobby Kiosk Module While the QR Code Kiosk is a fantastic feature, it’s just one part of the Better Lobby Kiosk Module, which is designed to improve member flow and staff efficiency at credit unions. Whether your credit union uses a physical kiosk or a QR code check-in, Better Lobby’s Kiosk Module helps manage the queue and provide a smooth check-in experience. Key Features of the Better Lobby Kiosk Module: ✅ Standard Kiosk Check-In – Members can use a credit union-provided touchscreen device to check in for service, select their reason for visiting, and enter any necessary details. ✅ QR Code Kiosk Check-In – Members who prefer a contact-free option can scan a printed QR code and check in using their own mobile device. ✅ Customizable Check-In Options – Credit unions can configure their own check-in questions and options based on their services and branch needs. ✅ Real-Time Queue Updates – The kiosk system updates the member queue in real-time, ensuring that staff knows who is waiting and what services they need. ✅ Integration with Wall Displays – Members can see their place in line on a Better Lobby Wall Display, making it clear who’s next and preventing confusion or frustration. ✅ Multilingual Support – The kiosk module offers Spanish language support, with an option to add a third language, ensuring accessibility for a diverse member base. By offering both traditional kiosk check-in and the new QR Code Kiosk, Better Lobby provides flexibility for credit unions while reducing wait times and improving the overall member experience. Why Now Is the Time to Upgrade Credit unions are always looking for ways to improve member service, reduce costs, and make branch visits more efficient. The QR Code Kiosk from Better Lobby helps achieve all of these goals while keeping things simple for members and staff. Interested in seeing how the QR Code Kiosk can work for your credit union? Contact Better Lobby today for a demo!

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.

How Credit Unions Can Streamline Operations with Self-Service Kiosks

Self-service kiosks are becoming an essential tool in credit unions. They are simple machines that let members check in, make appointments, or access services without needing a staff member to assist them. By using these kiosks, credit unions can provide faster, more convenient services, making things easier for both members and staff. Why Self-Service Kiosks Are Important for Credit Unions For credit unions, making members happy is key to keeping them around. Self-service kiosks help by giving members a quick and easy way to manage their banking needs. They can check in for their appointments, sign up for new services, and get the help they need—all on their own. This not only saves time for members but also helps the staff focus on more important tasks, making the whole credit union run smoother. Better Lobby’s Self-Service Kiosk Solution Here’s where Better Lobby comes in. Better Lobby offers self-service kiosks tailored specifically for credit unions. These kiosks are designed to make the lobby experience easier and more efficient. With features like contactless check-ins using QR codes, members can use their smartphones to access services without needing to touch any shared devices. This makes things not only faster but also more hygienic, especially when health is a concern. What You’ll Learn in This Blog Post In this blog post, we’ll explore the benefits of using self-service kiosks in credit unions. We’ll dive into how these kiosks can streamline operations, cut down on wait times, and improve member satisfaction. We will focus on key aspects like: How Better Lobby’s kiosks fit the unique needs of credit unions. Real-world examples of how these kiosks enhance member experiences. Practical tips on how credit unions can integrate these kiosks smoothly into their current setup. By the end of this post, you will have a clear understanding of how self-service kiosks can make a big difference for both your members and your staff. Benefits of Self-Service Kiosks in Credit Unions Self-service kiosks offer a lot of great benefits for credit unions. They are easy-to-use machines that help both the credit union and its members in many ways. Here’s how they can make a big difference: Streamlined Check-In Process: With self-service kiosks, members can check themselves in when they arrive at the credit union. They don’t have to wait in long lines or talk to a staff member just to get started. This speeds up the entire process and helps keep the lobby less crowded, which is especially useful during busy times. This blog will show you how “self-service kiosks for credit unions” are becoming a must-have to improve the lobby experience for everyone. Increased Operational Efficiency: Self-service kiosks allow the staff to focus on more important tasks instead of handling routine check-ins and managing queues. Staff members no longer have to manually take down names or keep track of who came in first. The kiosks take care of that! This means employees can spend more time assisting with member accounts, loans, and other complex services that need their personal touch. Enhanced Member Experience: Members love convenience! Self-service kiosks let them do things on their own time. Whether they are checking in for an appointment, scanning a QR code to get in line, or finding the right service, it’s all at their fingertips. This makes members feel more in control of their experience, and happy members are more likely to stay loyal to your credit union. Data Collection: One of the hidden benefits of self-service kiosks is their ability to collect data. When members use the kiosk, it gathers valuable information like peak hours, common services requested, and member preferences. This data can help the credit union understand what members need and how to serve them better. Having this information means the credit union can make smarter decisions about staffing, services, and overall operations. Cost-Effective Solution: Investing in self-service kiosks can save money in the long run. With kiosks handling basic tasks, the credit union may not need to hire as many staff members or spend money on building bigger lobbies. While there is an upfront cost to getting the kiosks, they pay off over time by improving efficiency and reducing other expenses. Good to Know: For credit unions looking to optimize their member services, self-service kiosks are more than just a convenience; they are a strategic investment. The data collected through these kiosks can also be fed into other systems, like customer relationship management (CRM) software, to provide a holistic view of member interactions and improve decision-making. Key Features of Better Lobby’s Self-Service Kiosk Self-service kiosks are great for making things easier for both the credit union and its members. Better Lobby’s self-service kiosks come with many helpful features designed to improve member service. Let’s go over some of these key features to understand how they can help. Customizable Check-In Options: Better Lobby gives credit unions the ability to set up their check-in process exactly how they want it. Members can check in for appointments, walk-ins, or even online queuing, all based on what the credit union offers. This flexibility makes it easier for members to get the service they need and keeps the lobby organized. By having different check-in options, credit unions can better manage their daily operations and ensure each member gets the right service at the right time. QR Code Kiosk for Contact-Free Check-In: The kiosk has a really cool feature that uses QR codes. Members can scan a QR code using their phone to check in, without having to touch the kiosk screen. This is especially helpful for keeping things clean and safe in the lobby. It’s also fast and easy for members to use! This contact-free check-in option has become increasingly popular, especially during times when reducing shared touchpoints is important for health and hygiene. It’s one of the reasons why “self-service kiosks for credit unions” are becoming a key tool in today’s world. Multi-Language Support: Credit unions serve members from all kinds of backgrounds. Better Lobby’s self-service kiosks come with

No Cupcake Sprinkle ATM Here, Just Better Lobby’s Innovative Self-Check-In Kiosk

In an era where convenience is king, credit unions are increasingly turning to automation to enhance their member services. One standout innovation in this digital transformation is the self-check-in kiosk. Better Lobby’s Innovative Self-Check-In Kiosk represents a significant leap forward in how credit unions interact with their members, streamlining operations and enhancing user experience. This article explores how these kiosks are not just conveniences but are becoming essential tools in the arsenal of modern credit union operations. The Evolution of Self-Service in Credit Unions Historically, member check-in processes at credit unions involved manual entry, significant paperwork, and often resulted in long lines and wait times. This traditional approach was not only time-consuming but also prone to errors and inefficiencies. Over the years, there has been a marked evolution toward digital solutions aimed at eliminating these bottlenecks. The introduction of automated solutions like self-check-in kiosks marks a pivotal shift in this journey. Better Lobby’s self-check-in kiosk is a prime example of how credit unions are embracing technology to revamp their member service operations. These kiosks reduce the dependency on staff for routine check-ins, allowing members to manage their interactions quickly and efficiently. This shift from manual to automated processes is not just about keeping up with technological trends but about fundamentally improving the member experience and operational efficiency. Features of Better Lobby’s Innovative Self-Check-In Kiosk QR Code Kiosk In an age where touchless interaction has become paramount, Better Lobby’s QR Code Kiosk is a standout feature. This innovative aspect allows members to use their own smartphones to scan a QR code and check themselves in. This not only enhances hygiene by reducing contact with shared surfaces but also adds an extra layer of convenience, allowing members to handle check-ins swiftly and independently. User Interface The self-check-in kiosk from Better Lobby boasts a user-friendly interface designed to accommodate members of all tech-savviness levels. The clear, intuitive layout ensures that even first-time users can navigate through the check-in process with ease, minimizing confusion and enhancing overall user experience. Integration A key strength of Better Lobby’s kiosk is its ability to integrate seamlessly with existing Better Lobby systems. This integration ensures that once members check in, their data is immediately synced across all relevant platforms, from appointment scheduling to service queuing. This unified approach to member service streamlines operations and reduces the likelihood of errors.   Benefits of Using the Self-Check-In Kiosk Reduced Wait Times One of the most immediate benefits of implementing the self-check-in kiosk is the significant reduction in wait times. By automating the initial stages of the member service process, credit unions can handle higher volumes of check-ins more efficiently, effectively decreasing the length of queues and the overall wait time for services. Enhanced Member Experience The self-check-in kiosk significantly enhances the member experience by providing a swift and efficient service. Members appreciate the autonomy and speed of self-service options, which respect their time and allow them to manage their interactions with the credit union at their convenience. Staff Optimization By automating routine check-ins, Better Lobby’s kiosk frees up credit union staff to focus on more complex and value-added member interactions. This shift not only optimizes staff productivity but also enhances the quality of service provided, as staff can dedicate more time and attention to individual member needs. How the Kiosk Supports Staffing Strategies The Better Lobby self-check-in kiosk is not just a tool for improving member experience—it’s also a strategic asset in staffing management. By handling large volumes of check-ins autonomously, the kiosk significantly reduces the need for extensive front-line staff dedicated solely to this task. This automation allows credit unions to operate with leaner front-desk teams without sacrificing service quality or efficiency. Furthermore, the efficiency introduced by the kiosk opens up opportunities for credit unions to reallocate human resources to other critical areas. Staff members who would typically be tied up in repetitive check-in tasks can now contribute to areas requiring more personalized attention, such as financial advisement, problem resolution, or relationship management. This shift not only optimizes the use of human capital but also enhances the roles of employees, potentially leading to greater job satisfaction and lower turnover. Longevity and Cost-Effectiveness of the Kiosk One of the standout features of Better Lobby’s self-check-in kiosk is its durability. Designed to withstand high usage, the kiosk is a robust piece of technology that requires minimal maintenance, making it an ideal solution for busy credit union environments. This durability translates directly into cost savings, as the need for frequent hardware replacements is substantially reduced. The long-term cost-effectiveness of the kiosk is a significant advantage. Traditional check-in systems often require ongoing maintenance and can incur high costs in hardware replacements every few years. In contrast, Better Lobby’s kiosk, with its emphasis on longevity and low maintenance, represents a more sustainable investment. Over time, credit unions can expect to see a return on investment not just in terms of reduced operational costs but also through enhanced member satisfaction and staff efficiency. Implementing the Kiosk in Your Credit Union Integrating Better Lobby’s Innovative Self-Check-In Kiosk into your credit union’s operations is a forward-thinking move that can enhance service delivery and operational efficiency. Here are some steps and best practices to ensure a smooth integration: Assessment of Needs: Evaluate your current check-in process and identify areas where automation can provide the most benefit. Consider the layout of your lobby and the typical flow of member traffic to determine optimal placement for the kiosk. Technical Integration: Ensure that the kiosk is compatible with your existing systems. This might involve coordination with IT staff to integrate the kiosk with your member management software and other operational tools. Staff Training: It’s crucial that your staff are well-versed in operating the new kiosk so they can assist members effectively. Conduct training sessions that cover how to use the kiosk, troubleshoot common issues, and help members familiarize themselves with the system. Member Orientation: Introduce the kiosk to your members through multiple channels. Use email newsletters, posters in the lobby,

Enhancing Staff Efficiency with Better Lobby’s Automation Tools

Better lobby provides automated tools for credit unions that help with Enhancing Staff Efficiency. This helps credit union branch operations while being cost effective. Understanding Automation in Lobby Management Explore the fundamentals of automation within the framework of lobby management and discover how Better Lobby incorporates these technologies to streamline daily operations and enhance service delivery. What is Automation in Lobby Management? Automation in lobby management refers to the use of software tools to handle routine tasks that would otherwise require manual effort by credit union staff. This includes tasks like managing member queues, scheduling appointments, and sending reminders. Integrating Better Lobby Automation Better Lobby automates several key aspects of lobby management to streamline operations and enhance the service experience. By automating processes such as appointment scheduling, member check-ins, and service follow-ups, Better Lobby significantly reduces the workload on staff. This allows them to focus more on providing personalized service to members, rather than managing logistical details. Good to Know: For those diving deeper, automation in Better Lobby is designed not only to streamline operations but also to gather data. This data is crucial for analyzing member behavior patterns, optimizing staff allocation, and ultimately enhancing overall operational efficiency. Key Automation Features of Better Lobby Queue Management System Better Lobby’s Queue Management System uses advanced algorithms to manage member traffic effectively. By automatically sorting and prioritizing members based on their needs and appointment times, this system ensures a smooth flow of service, reducing bottlenecks and enhancing member satisfaction. This is essential for peak times when traffic spikes can overwhelm staff. Good to know: Leveraging queue analytics, managers can identify patterns and plan better resource allocation during different periods of the day or week, leading to optimized staffing and less idle time. Appointment Scheduling The Appointment Scheduling feature of Better Lobby allows members to book their own appointments through an online interface, which integrates seamlessly with your credit union’s calendar systems. This automation reduces the administrative load on staff, who would otherwise spend considerable time managing these bookings manually. Good to know: The system can also automatically suggest optimal appointment times based on historical data, which helps in leveling the distribution of member traffic throughout the day. Real-time Notifications Better Lobby’s real-time notification system is designed to keep both staff and members informed. Members receive alerts about their appointment times, any changes, and queue status updates directly on their mobile devices. Similarly, staff receive notifications about upcoming appointments, member arrivals, and any necessary preparation. This keeps everyone in the loop and ready to act, enhancing the overall efficiency of branch operations. Good to know: For branches that experience high no-show rates, enabling the pre-appointment reminder feature has been shown to reduce these incidents by up to 30%, significantly optimizing daily schedules and resource utilization. Implementing Better Lobby’s Automation Tools Steps to Integrate Better Lobby into Existing Systems Integrating Better Lobby into your credit union’s existing systems is designed to be straightforward and disruption-free. The process starts with a thorough assessment of your current infrastructure to ensure compatibility and to identify the best integration points. This step is crucial to tailor the setup to your specific needs and to streamline the flow of data between systems, such as member management systems and transaction processing platforms. Good to know: Better Lobby’s integration team provides a sandbox environment for your IT staff to test and adjust the system before going live. This helps in mitigating any risks associated with the transition and ensures that the system operates smoothly from day one. Training Staff to Maximize the Benefits of Automation Tools Once Better Lobby is integrated, conducting comprehensive training sessions for all relevant staff is essential. These sessions cover how to use the system effectively, from managing the queue digitally to utilizing data insights for better decision making. Training also emphasizes best practices for interacting with members using the new tools, ensuring that the technology enhances rather than complicates the service process. Good to know: Better Lobby offers customized training modules based on the role of the staff member within the credit union, ensuring that each employee receives relevant and practical knowledge. This targeted approach not only speeds up the learning curve but also enhances staff acceptance and the effective use of the system in daily operations. Key Takeaways about Enhancing Staff Efficiency Recap of Better Lobby’s Automation Tools Better Lobby’s automation tools are designed to significantly enhance the operational efficiency of your credit union. By automating routine tasks such as appointment scheduling, queue management, and real-time notifications, Better Lobby allows your staff to focus more on member engagement and less on manual processes. This shift not only speeds up service delivery but also improves the accuracy and reliability of your branch operations. Good to know: Leveraging automation can reduce the average transaction time by up to 50%, according to studies in service efficiency within financial institutions. Strategic Advantages for Credit Unions Adopting Better Lobby’s automation tools provides strategic advantages by aligning your credit union’s services with contemporary consumer expectations of speed and convenience. It also positions your institution as a forward-thinking entity, ready to adopt innovations that enhance both member satisfaction and operational effectiveness. Good to know: Credit unions using advanced automation report higher member retention rates due to improved service quality and member engagement.   Ready to see how Better Lobby can transform your credit union’s efficiency and member satisfaction? Contact us today to schedule a personalized demo and discover the full potential of our automation tools. Request a demo About Better Lobby Better Lobby is a comprehensive lobby management software platform designed specifically for credit unions. It revolutionizes the way credit unions interact with their members by streamlining operations, enhancing member services, and improving overall efficiency. At its core, Better Lobby offers a suite of tools tailored to modernize and optimize the credit union environment. Key Features of Better Lobby: Queue Management: Better Lobby’s queue management system efficiently organizes member flow, reducing wait times and improving the overall service experience. This system

Unlocking Efficient Member Service with Better Lobby Kiosk

In the fast-paced world of financial services, credit unions face the dual challenge of enhancing member satisfaction while optimizing operational efficiency. Enter the Better Lobby Kiosk—an innovative solution designed to transform member services from the ground up. Unlocking Efficient Member Service with a kiosk. This powerful tool not only minimizes wait times but also enriches the member experience with self-service options, all while allowing staff to focus on more complex, value-added interactions. This article explores how the Better Lobby Kiosk can unlock new levels of efficiency and member satisfaction, setting your credit union apart in the competitive financial landscape.   What is the Better Lobby Kiosk? The Better Lobby Kiosk is a cutting-edge solution designed to streamline how members interact with your credit union. It’s essentially a digital station where members can perform a variety of tasks that would traditionally require staff assistance. This includes checking in for appointments, updating personal details, or even getting in line for services without having to physically stand and wait. Key Features of Better Lobby Kiosk Self-Service Capabilities: The kiosk allows members to serve themselves at their own pace, which not only speeds up the process but also empowers them to manage their interactions with the credit union directly. Real-Time Updates: It provides real-time updates about wait times and services, which keeps members informed and helps manage their expectations. Customizable Interface: The kiosk can be customized to reflect the credit union’s branding and specific service offerings, providing a consistent member experience that aligns with your brand identity. Integration with Existing Systems: Fully compatible with existing credit union management systems, the kiosk ensures that all member activities are synchronized across all platforms, from mobile apps to desktop interfaces. Good to Know about Better Lobby Kiosk For credit union executives aiming to optimize branch operations, the Better Lobby Kiosk not only reduces the immediate burden on your staff but also collects invaluable data on member behavior and preferences. This data can be leveraged to further refine your service offerings and operational strategies, turning routine interactions into opportunities for improvement and innovation. Kiosks can help your credit union and branches Unlocking Efficient Member Service. Benefits of Implementing Better Lobby Kiosk Implementing the Better Lobby Kiosk at your credit union can transform the member service experience in several significant ways. Here’s how: Reduced Wait Times using a Kiosk One of the most immediate benefits of the Better Lobby Kiosk is the reduction in member wait times. By enabling members to check themselves in and manage basic transactions through the kiosk, queues at service desks are significantly shortened. This means less time standing around for members, and more time engaging with the services they need. Enhanced Member Experience in the Lobby The kiosk enhances the overall member experience by offering a modern, efficient, and user-friendly way to interact with the credit union. Members appreciate the autonomy of self-service options, which empower them to handle their banking needs on their own terms. This autonomy can lead to increased satisfaction and loyalty as members enjoy a sense of control over their banking interactions. Operational Efficiency for Serving Members With kiosks handling routine tasks, credit union staff are freed up to focus on more complex member needs. This shift not only optimizes the use of human resources but also enhances the quality of service provided. Staff can dedicate more time to consultative services, like loan inquiries and financial advice, which require a personal touch and expert knowledge. Good to Know For those at the management level, consider how integrating kiosks could also serve as a training tool for new staff. As new employees observe member interactions with the kiosk, they can quickly understand common member needs and queries, speeding up the training process and ensuring consistency in member service across all touchpoints.   Text Me When I’m Soon to Be Served The “Text Me When I’m Soon to Be Served” feature of the Better Lobby Kiosk is a significant enhancement designed to improve the waiting experience for credit union members. Here’s a closer look at how this feature works and its benefits: How this Text Feature Works Members who check in at the Better Lobby Kiosk can opt to receive a text message notification when they are next in line to be served. This simple yet effective feature allows members the freedom to move around without the worry of missing their turn. Whether they choose to wait in their car, step out for a coffee, or handle other errands nearby, they remain informed and ready to return when it’s their time to be served. Benefits of the Feature Flexibility for Members: Members no longer need to sit in a waiting area staring at the queue number display. They can use their waiting time effectively, reducing perceived wait times and enhancing their overall experience. Efficient Queue Management: This feature helps maintain an orderly queue by ensuring that members are present and ready for their appointment, reducing delays and improving the flow of service. Enhanced Member Satisfaction: Offering such conveniences can significantly boost member satisfaction, as it demonstrates the credit union’s respect for members’ time and comfort. Implementation Considerations before Unlocking Efficient Member Service While many credit unions find this feature particularly useful in busy branches, it’s adaptable to the needs of each institution. Some may choose to activate it only during peak times or specific days, while others might keep it as a permanent convenience. Credit unions have the flexibility to turn this feature on or off depending on their operational preferences and member feedback. Good to Know For those managing credit union operations, it’s worth noting that the effectiveness of this feature can be tracked through analytics provided by the Better Lobby system. By reviewing how many members opt into and respond to these notifications, management can make informed decisions about customer service strategies and potential areas for further improvement in the customer journey. Key Takeaways about Unlocking Efficient Member Service The Better Lobby Kiosk offers transformative benefits for credit unions,

Increasing credit union relevancy

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

Digital-First Branch Remodeling

Digital banking practices and credit union branches are 100{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} complementary. Without a doubt, branches are enviable assets to online-only neobanks. However, one big question for CUs is how to integrate digital technologies into their lobbies. In a recent article in Banking Dive, an EVP at Mastercard offered these 5 suggestions: touch-screen interfaces staff as tech-enabled concierges video conferencing facial recognition upon arrival immersive virtual reality workshops Our Kiosk module can help with options 1 and 2, while our Flexible Branches Video Meetings module has you covered for option 3. Key Takeaway: When remodeling your branches, you need to carefully consider how to make them more “digital friendly” and we are here to help.

Redefine the Branch Experience

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

No Insignificant Branch Visit

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

CUNA’s Michlig talks evolution of branches post-pandemic

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

Revolutionizing Credit Union Branches: Post-COVID Branch Technology Trends

In a recent insightful piece featured in the Financial Brand, James Caliendo, CEO at PWCampbell, emphasized the critical role of embracing fresh branch technology approaches for the future prosperity of financial institutions (FIs) post-pandemic. Caliendo advocated for the expansion of branch technology offerings to include innovative tools such as interactive kiosks, iPad integration, digital marketing screens, and video conferencing—a sentiment we wholeheartedly support. From the COVID-19 pandemic, credit unions have had to navigate uncertainties and adapt to the new environment. Technology like the lobby management solution of Better Lobby have enabled credit unions to adapt during and after the COVID-19 pandemic. Credit unions are mission-first institutions that members and their local community rely on, include small business, the backbone of economies.  Empowering Small Businesses: The Credit Union Difference Credit unions are not just another financial institution—they are pillars of support for local communities and small businesses alike. Unlike traditional banks, credit unions operate as member-owned cooperatives, prioritizing the needs of their members and the communities they serve above profits. This unique structure enables credit unions to offer a range of tailored financial products and services specifically designed to support the growth and success of small businesses. 1. Access to Affordable Financing Credit unions understand the challenges that small businesses face when seeking financing. That’s why they offer competitive loan rates, flexible terms, and personalized lending solutions to help small businesses access the capital they need to thrive. Whether it’s a business loan, line of credit, or equipment financing, credit unions work closely with small business owners to find the right financial solution to meet their unique needs. 2. Personalized Relationship Banking One of the key advantages of banking with a credit union is the personalized service and relationship-focused approach they offer. Unlike large banks, credit unions take the time to get to know their members and understand their businesses. This personalized approach enables credit unions to provide tailored financial advice, support, and guidance to small business owners, helping them make informed decisions and achieve their goals. 3. Business Support Services In addition to financial products and services, credit unions often offer a range of business support services to help small businesses succeed. From business checking accounts and merchant services to payroll processing and cash management solutions, credit unions provide the tools and resources small businesses need to manage their finances more effectively and efficiently. 4. Community Impact Beyond their role in providing financial services, credit unions are deeply committed to supporting the communities they serve. By banking with a credit union, small businesses can feel confident knowing that their deposits are reinvested back into the local community through loans to other members and community development initiatives. This creates a cycle of support that strengthens the local economy and fosters growth and prosperity for all. Supporting Small Businesses, Building Stronger Communities In conclusion, credit unions play a vital role in supporting the growth and success of small businesses. With their focus on personalized service, competitive financing options, and commitment to community impact, credit unions are uniquely positioned to help small businesses thrive. By partnering with a credit union, small business owners can access the resources, support, and expertise they need to achieve their goals and build a brighter future for themselves and their communities. Meeting the Demands of Tomorrow with Better Lobby At Better Branches Technology, we have taken Caliendo’s recommendations to heart and have meticulously addressed each area with our Better Lobby modules, ensuring credit unions are equipped with cutting-edge solutions to thrive in the evolving banking landscape. 1. Interactive Kiosks & iPad Integration (Better Lobby Kiosk) Our Better Lobby Kiosk module redefines member engagement within credit union branches. By seamlessly integrating interactive kiosks and iPad functionalities, credit unions can offer members self-service options, empowering them to complete transactions, access information, and engage with personalized content at their own pace. From account inquiries to appointment scheduling, BL Kiosk 5 enhances branch efficiency while delivering a tailored experience that resonates with members. 2. Digital Marketing Screens (Better Lobby Wall Display) The Better Lobby Wall Display module transforms traditional branch environments into dynamic, interactive spaces. With eye-catching digital marketing screens, credit unions can captivate members’ attention with targeted messaging, promotional offers, and educational content. By leveraging the power of visual communication, BL Wall Display enhances brand visibility, drives product awareness, and fosters deeper connections with members, ultimately driving engagement and loyalty. 3. Video Conferencing (Better Lobby Flexible Branches Video) In today’s digital age, the ability to connect with members remotely is more important than ever. Our Better Lobby Flexible Branches Video module empowers credit unions to offer virtual banking services through seamless video conferencing capabilities. Whether members seek financial advice, assistance with complex transactions, or personalized consultations, BL Flexible Branches enables credit unions to deliver the same level of personalized service virtually as they do in-branch, fostering trust and convenience while expanding access to financial services. Key Takeaway: Enhancing the Member Experience through Technology While technology will never replace the value of face-to-face branch interactions, its role in enhancing the overall member experience cannot be overstated. By embracing innovative solutions like Better Lobby, credit unions can position themselves at the forefront of member-centric banking, driving satisfaction, loyalty, and long-term success in the post-pandemic era.

Branch Visits Remain In Demand

In a recent poll conducted by Boston Consulting Group, just 3{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of Americans said they would stop using branch banking altogether in response to the coronavirus pandemic. With demand for branch banking continuing, CUs will have to rethink how they handle in-person visits. One way to safely and effectively handle lobby visitors is by using our new “Text me when I’m soon to be served” feature in Better Lobby. Busy branch visitors who check in using Kiosk 5 can now receive a text when they are near the top of the service queue, thereby allowing them to wait for branch service wherever they like. Key Takeaway: As branch traffic ramps up, Better Lobby Kiosk 5 provides excellent options for implementing social distancing for visitors.

Branches Going Forward Post-COVID

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

Improve the experience and safety of your lobby visitors

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

Cutting Edge Kiosk Features

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

A First in the CU Marketplace: Online Queuing

We are very pleased to provide a new, brand enhancing, technology to CUs: Online Queuing 1.0. This module builds another important bridge from your digital channel to your branch network by letting members join a branch queue before leaving home. Of course, the first “bridge” was Better Lobby Appointments. In addition to offering convenience to members by freeing them to use their wait time for travel to the branch or other out-of-branch activities, branch management also gains benefits, e.g., they gather insights into walk-in volume shortly before it occurs allowing for better utilization of their staff. Key Takeaway: For the first time ever, your members can now use their mobile phone/tablet/PC to place their name in the lobby queue before arriving at the branch and spend less time waiting in your lobby.

Branch Transformation Trends

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

Technical Innovation in CU Branches

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

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 for the Digital Age

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

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.

Credit Unions Reinvent the Branch Experience

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

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.

Millennials are visiting Branches

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

Phygital Banking

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