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
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.