Category: Flexible Branches

The Rise of Video Banking: A Smarter, More Human Way to Connect

[Updated October 2025] As digital transformation reshapes how members interact with their credit unions, one truth remains clear: people still want personal connections—just delivered in more flexible ways. Video banking bridges that gap, giving members the convenience of remote access with the warmth of a face-to-face experience. With Better Lobby’s Flexible Branches Video Meetings module, credit unions can offer members the best of both worlds. Whether a member walks into a branch, joins a virtual queue from home, or connects from their office, they can instantly meet with the right expert—without the need for travel or long wait times. Why Video Matters for Modern Credit Unions Video banking isn’t just about technology—it’s about choice. Members get to decide how they want to interact: In-branch video rooms connect members to remote specialists for services like loans, mortgages, or investments. At-home appointments make it easier for busy members to handle financial matters on their own schedule. Virtual walk-ups allow spontaneous, real-time help without needing to wait for an open slot. This flexibility helps credit unions deliver more consistent service, reduce pressure on call centers, and extend the expertise of their staff across multiple branches. Beyond Convenience: Building Trust Through Connection Unlike chatbots or long phone queues, video calls provide a human face, tone, and empathy—factors that strengthen trust and loyalty. Members feel seen and heard, even when meeting remotely. And for credit unions, this approach demonstrates a commitment to innovation that still puts people first. How Better Lobby Makes Video Banking Simple and Seamless Better Lobby’s Flexible Branches Video Meetings module is built to help credit unions meet members wherever they are—without compromising personal service. What sets it apart is how naturally it integrates into both your physical branches and your digital channels. 1. One System, Many ChannelsFrom walk-ins at video-equipped branches to remote appointments booked online, all sessions are managed in a single, streamlined system. Staff can switch between in-person and remote meetings effortlessly, and members always enjoy a consistent experience. 2. Smarter Scheduling and RoutingOur intelligent appointment system automatically connects members with the right staff—whether that person is at HQ, working from home, or supporting multiple branches. Flexible scheduling tools ensure availability aligns with demand, reducing idle time and boosting efficiency. 3. A Familiar, Secure EnvironmentMembers don’t have to download extra software or struggle with setup. Better Lobby’s secure, browser-based video meetings make it easy to connect from any device. Every interaction is encrypted, compliant, and built with credit union standards in mind. 4. Extend Your Expertise Across BranchesWith video banking, credit unions can make the most of specialized staff—like mortgage or investment advisors—without needing them physically present in every branch. Members still get expert help when they need it, no matter their location. 5. Data and Insights You Can UseEvery appointment, whether in person or virtual, feeds into Better Lobby’s reporting dashboards. This gives branch managers a complete picture of how members engage with their credit union, helping guide staffing decisions and long-term strategy. Better Lobby’s video tools don’t just add convenience—they redefine accessibility. By combining flexible scheduling, seamless technology, and real human connection, your credit union can serve more members, more efficiently, and with more impact. Key Takeaway Video done well—through virtual walk-ups or scheduled appointments—gives members greater choice, more convenience, and a better experience overall. With Better Lobby’s video banking tools, credit unions can connect members with real people, wherever they are, while keeping service seamless and human-centered.   The following section is the original post from November 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Many surveys have found that speaking directly with a member of staff is the most efficient way of resolving consumers’ issues. If an interaction can’t be face to face, then video comes in a strong second as a way to help create a better connection between people. By investing in video banking technology like our Flexible Branches Video Meetings module, CUs are able to offer a mix of walk-in and remote video appointments. Expert staff can work from your HQ – or from their home – to help members at any of your video-equipped branches. Of course, members could also join the video queue from their home, office or anywhere from their mobile device. Key Takeaway: Video done well via virtual walk-ups or by appointments delivers greater choice of channels, more convenient service, and while easing pressure on call centers.

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

Retaining the Human Touch in Digital Banking

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

What BECU Teaches Us About Modern Credit Union Branch Strategy

What BECU Teaches Us About Modern Credit Union Branch Strategy [Updated May 2025] Even in a digital-first world, members still want the option to visit a branch—especially when they need advice, support, or help with big financial decisions. That’s the big takeaway from a recent interview with BECU, one of the largest credit unions in the U.S., about how their branch strategy is evolving. While some financial institutions are closing locations, BECU is growing—and doing it in a smarter, more flexible way. At Better Lobby, we believe their approach is a great example of what modern branch management can look like. Here’s what credit unions can learn. Modern Credit Union Branch Strategy: Members Still Want In-Person Help According to BECU, most members don’t come into the branch for simple transactions anymore. That’s what mobile apps are for. But when a member wants financial advice, help with a mortgage, or investment services, they still prefer to talk to a real person. BECU branches aren’t built around tellers. Instead, they’re staffed with financial consultants who focus on higher-value conversations. Routine services are handled digitally, while the branch becomes a space for deeper member relationships. ✅ How Better Lobby helps:Use appointment scheduling tools to match members with the right staff, whether they need loan guidance, retirement advice, or account help. 📅 Appointments Are Key During the pandemic, BECU saw a 400% increase in member appointments. That trend hasn’t slowed down. Members of all ages are booking time with staff for more complex needs—and they appreciate the ability to plan their visit instead of waiting in line. ✅ How Better Lobby helps:With our mobile-friendly appointment booking, members can schedule in-person, phone, or video meetings—on their own time. Staff can prepare in advance using visit history tools to offer better service. 🏗️ Branches Still Matter—But They Must Evolve Despite the rise in digital banking, BECU members are asking for more branches—not fewer. What they’re really asking for is access to great service when and where they need it. This doesn’t mean going back to traditional teller windows. It means building branches that support consultative service, offer a welcoming experience, and use smart tools to manage flow and staffing. ✅ How Better Lobby helps: Use our self check-in kiosks or QR code check-in to reduce front desk congestion Let members join the queue online so their wait time starts before they arrive Display real-time queue info with Wall Display modules for transparency and fairness Modern Credit Union Branch Strategy: Flexibility Is the Future BECU shows that credit unions don’t have to choose between digital and in-person service. The real power comes from combining both—letting digital tools free up staff to focus on what matters most: building strong, personal relationships. Better Lobby gives you everything you need to support this shift—from appointment booking and queue management to staff performance tracking and kiosk integration. If you’re looking to modernize your branch strategy while staying true to your member-first mission, we’re here to help.   BECU On The Changing Strategies For Credit Union Branches   How Better Lobby Modules Help Credit Union Members Every Step of the Way Credit union members don’t want to waste time waiting in line or wondering who can help them. They want clear options, fast service, and real human support when they need it. That’s where Better Lobby’s modules make a big difference. Each part of the Better Lobby platform is designed to help members have a smooth, organized, and friendly experience—whether they’re visiting in person, calling in, or joining a video meeting. Let’s break it down: 📅 Appointment Scheduling (Online & Staff-Side) What it does:Lets members book appointments online 24/7, or allows staff to book for them. Why members love it: No more guessing when to come in They get to meet with the right person at a time that works for them It shows that your credit union values their time 🧍 Kiosk Check-In (Physical & QR Code) What it does:Members check in on a touchscreen or by scanning a QR code on their phone. Why members love it: Fast and easy check-in process Reduces lines at the front desk Great for members who want a contactless experience ⌛ Online Queuing What it does:Lets members join a queue from home or their phone, before entering the branch. Why members love it: Their travel time becomes their wait time They can time their visit to avoid long lines It’s like having a digital “take-a-number” system that works anywhere 🖥️ Wall Display What it does:Shows queue order and wait times on a screen inside the branch. Why members love it: They can see where they are in line It prevents people from thinking someone “cut” in line Creates a more fair and transparent experience 🎥 Video Meeting Module What it does:Offers secure, scheduled video meetings between members and credit union staff. Why members love it: Great for busy or remote members No need to come into a branch for questions or consultations Members still talk to a real person, just online 📊 Survey Trigger Module What it does:Sends surveys after a visit using your credit union’s survey software. Why members love it: They feel heard and valued Feedback helps improve future service It gives members a voice 🧠 Member Visit History What it does:Tracks why a member visited, who helped them, and what was discussed. Why members love it: They don’t have to repeat themselves every time Staff already knows their needs and history It makes every visit feel personal and professional Final Thoughts: A Better Experience, Built-In Every module in Better Lobby is built with one goal: make the credit union experience better for members. Whether they’re walking into a branch, calling for advice, or meeting online, Better Lobby helps credit unions stay organized, responsive, and member-focused. That’s Modern Credit Union Branch Strategy. Want to learn how these tools work together to create a modern, friendly branch experience? We’re here to help.     The following section is the original post from

Human+Digital

Why the Branch vs. Digital Debate Misses the Point [Updated May 2025] The banking world loves a debate—especially the one about whether branches are dead or here to stay. But according to new research from Cornerstone Advisors on The Financial Brand, this debate misses what really matters: people just want their problems solved—quickly and conveniently. So instead of asking, “Should we invest in branches or go fully digital?” the better question is, “How do we make it easy for members to get what they need—whether they’re online or in person?” That’s where tools like Better Lobby come in. The Real Issue: Convenience Wins Here’s what the Cornerstone study found: Many people visit branches not because they prefer them, but because digital channels didn’t work for their situation. Younger members (Gen Z and Millennials) are especially likely to start online and switch to a branch only when something goes wrong. Members want their credit union to work like the rest of their life—simple, fast, and available on their terms. In short: when digital works, people don’t need the branch. But when it doesn’t, they still need someone to help—and they want that help fast. It’s Not Branch OR Digital—It’s Both The study says we should stop thinking of digital vs. branch as a competition. Instead, we should focus on “human + digital” service. Better Lobby helps credit unions blend both worlds by: Letting members join a queue or book an appointment online, then walk into the branch already checked in Offering video and phone appointment options so people get help without needing to visit Giving staff access to visit history, so members don’t have to explain things twice Allowing for real human interaction, while using tech to make that process faster and smoother What Members Really Want: A Relationship, Not a Channel The study also shows that many members—especially younger ones—value having a personal account manager, even if that relationship happens online. They want someone to: Check in on their overall financial health Give real advice, not just product pitches Help them solve problems when something goes wrong Better Lobby’s scheduling tools make it easy for members to choose who they meet with and how—in-person, phone, or video. That way, even digital-first members can build real relationships with your staff—without waiting in line or visiting a branch when they don’t have to. Final Thought: About Branch vs. Digital Branches aren’t dead. Digital isn’t enough. It’s not either-or—it’s both. What members care about is getting the help they need, when and how they need it. With Better Lobby, your credit union can offer flexible, personal, and efficient service—wherever the member journey begins.     The following section is the original post from December 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent Financial Brand article posed 2 important questions for CUs: 1) How can digital technologies enhance person to person interactions? 2) How can digital technologies be better utilized when branch interactions are not convenient? Our Product Development team has given a great deal of thought to these questions and subsequently directly addressed them with our solutions. Our Kiosk module helps with question 1 by allowing your branch visitors to easily check-in and then engage in other branch-provided activities with the confidence that branch staff knows of their arrival and that they will be served by your employees in the appropriate order. To address question 2, we developed our Flexible Branches Video Module. This affordable module extends the conventional Better Lobby Branch Service Queue beyond the physical branch so that video visitors waiting in the virtual lobby can be seen and served by expert staff at any Better Lobby equipped location – plus employees can work from home if needed. Key Takeaway: All of your channels need to work together in a single process that meets member needs in a manner most convenient to them.

Personalized services VERSUS personal interactions

What Credit Unions Can Learn from 4 Key Banking Trends [Updated May 2025] The world of banking is changing—and fast. But not all the change is digital. A new global report shows 4 Key Banking Trends that while members use mobile apps and digital tools more than ever, they still want human service, physical branches, and personalized advice. At Better Lobby, we believe this is good news for credit unions.  You already focus on relationships, community, and member-first service. The key is having the right tools to deliver that experience efficiently and consistently—both online and in-branch. Here are four major trends from the EPAM Consumer Banking Report 2021 and what they mean for credit unions using Better Lobby. What are the 4 Key Banking Trends? 1. 🤝 People Want Personal, Not Just Personalized Many banks focus on automation, chatbots, and self-service tools and call that “personalization.” But according to the report, what people actually want is real human interaction. In fact, 34% of members surveyed said they want more personal interaction with their financial institution—not less. ✅ What this means for credit unions:You don’t need to replace personal service—you need to support it. Better Lobby helps by: Allowing members to book appointments with specific staff Showing staff photos, bios, and service types during scheduling Making it easy to have a face-to-face, phone, or video conversation Recording visit history so members don’t have to repeat themselves 2. 🏦 Branches Aren’t Dying—They’re Evolving Think branches are outdated? Think again. According to the study, U.S. consumers expect to visit their credit union branch more than 40 times a year. And younger generations agree—30% of Gen Z said branches have become more important to them since the pandemic. ✅ How Better Lobby helps: Offers self check-in kiosks or QR code check-ins to reduce front desk bottlenecks Lets members join a queue before arriving—turning travel time into wait time Displays queue positions on Wall Displays to keep visits fair and transparent Branches aren’t going away—they just need to be smarter, faster, and easier to navigate. 3. 🧑‍🎓 Gen Z Wants Advice, Education, and Engagement Gen Z may be tech-savvy, but they also want real financial guidance. According to the report: 46% would visit a branch to drop in for financial advice 40% want branches to offer financial education sessions 61% want their credit union to offer help managing money ✅ Better Lobby makes this easy: Staff can schedule advice sessions and prepare with the member’s visit history Branches can run financial education workshops using our appointment tool to manage attendance Staff can track member needs over time with our Cross-Selling and Visit Notes tools 4. 💡 Members Use Multiple Services—But Stay for the Experience The study found that 36% of consumers prefer using different financial providers for different needs—but most still stay loyal to one main credit union or bank. Why? Trust, security, and a good member experience. ✅ With Better Lobby, you can strengthen that loyalty by: Keeping visits smooth and organized Making it easy to access help from the right person Giving staff the tools to deliver memorable service every time When service is fast, personal, and helpful, members are more likely to stick with you—even if they explore other apps or platforms. Final Thoughts about 4 Key Banking Trends This new data shows that credit unions are already well-positioned for the future—members want connection, not just convenience. But delivering that consistently requires tools that combine efficiency and personalization. Better Lobby gives your credit union everything you need to: Improve the in-branch experience Serve members faster Offer real human support—on their schedule Meet Gen Z’s need for guidance and education And reduce wait times without sacrificing service quality   The following section is the original post from November 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Want to align your branch strategy with these trends? Let’s talk about how Better Lobby can help. The findings of a big new study by EPAM Systems states that FIs are overconcerned with providing personalized services – when in reality people actually want personal interactions. The report concludes that “interacting in a real-time way with another human being — that’s a service that consumers indicate they are interested in.” Their survey results back up these conclusions: •           American banking consumers expect to visit their branch more than 40 times a year going forward. •           Gen Z respondents said access to a physical branch had become more important to them in the past year, especially as Covid-19 forced branches to close temporarily. Key Takeaway: Digital services play a very important role in the modern banking landscape, but they may not be as effective as CUs think for genuinely taking care of member needs. In fact, many members are looking to their local branch as a place for more personal interactions regarding their finances.

Omnichannel Commerce is Accelerating

[Updated May 2025] Blending Digital and In-Branch: What Credit Unions Can Learn from Omnichannel Payment Trends Omnichannel Is Here to Stay—And It’s Not Just for Retail A recent Carat Insights report from Fiserv highlights a powerful shift in how people prefer to interact with businesses—and the lessons apply far beyond grocery stores and online retail. For credit unions, the rise of omnichannel commerce is a strong reminder that members expect flexibility, choice, and consistency—no matter how they engage with their financial institution. From the growing use of digital wallets and contactless payments to the blend of online and in-person experiences like “Buy Online, Pick Up In-Store” (BOPIS), this report provides clear guidance: members want an integrated experience, and credit unions must adapt their branches and digital tools to match. What the Fiserv Report Says The report gathered insights from 2,200 U.S. consumers and tracked over a billion transactions. Here’s what stood out: 60% of consumers used BOPIS at a restaurant, 48% at a retailer, and 44% at a grocery store. Omnichannel spend is booming, up 77% in restaurants, 71% in grocery, and 39% in retail. In-store contactless payments grew by 450% in just one year. Digital wallet use nearly quadrupled online. Debit cards are now the top way younger consumers pay online. BNPL (Buy Now Pay Later) is gaining ground, especially among high-income users. QR codes are widely recognized (76%) but underutilized (only 26% have used them for payments). What This Means for Credit Unions Credit unions aren’t in the business of selling groceries—but the expectations around service and convenience now apply to every industry, including financial services. Here’s how credit unions can apply these lessons to modernize service: 1. Create a Seamless Omnichannel Experience Members shouldn’t feel like they’re dealing with two different credit unions depending on whether they visit a branch or use your app. With Better Lobby, credit unions can unify digital and in-branch experiences through: Online appointment scheduling Video and phone consultations Real-time lobby queuing QR code check-ins for walk-ins or scheduled visits Just like shoppers want to order online and pick up in-store, members want the freedom to choose how they interact with their credit union—whether for opening a new account, meeting with a loan officer, or getting quick help. 2. Modernize Branch Services Without Losing the Human Touch Omnichannel doesn’t mean eliminating branches—it means making them more efficient, helpful, and personalized. The Fiserv report found that people still value physical locations, especially when paired with digital tools. Better Lobby supports this balance by: Giving members the power to schedule visits in advance Helping staff prepare for each member interaction Providing transparent wait times with wall displays Allowing flexible service through kiosks, video, or face-to-face 3. Keep Up with Digital Payment Trends While Better Lobby doesn’t process payments, our platform is part of the digital transformation journey that members expect. Credit unions that support digital wallets, contactless cards, and virtual consults position themselves as forward-thinking and member-centric. As Gen Z and Millennials increasingly rely on mobile-first services and expect instant, convenient interactions, Better Lobby helps credit unions meet them where they are—without sacrificing the human connection. Key Takeaway: Blending Digital and In-Branch Credit union members want convenience—but they also want trust, guidance, and human support. Omnichannel isn’t a trend anymore—it’s the standard. Better Lobby makes it easier for credit unions to deliver on this expectation by connecting digital and in-branch service through one unified platform.   The following section is the original post from February 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A Fiserv Carat Insights report shows that commerce experiences that blend the physical and digital are increasingly popular among consumers. Omnichannel spending that encompasses a mix of online and in-store business models grew substantially year-over-year, with increases of omnichannel spend seen in verticals including restaurant  This consumer desire for omnichannel experiences is increasingly crossing over to CUs as well. Case in point: Many of our clients continue to adopt our Flexible Branches Video Meetings module to digitally serve members without the need for them to come into a branch. Key Takeaway: The digital and physical channels, once separate, are coming together in many ways. Better Lobby manages visitor meetings in this entire “space.”

The New Normal in Banking is Omnichannel

[Updated May 2025] The New Normal in Credit Union Service: Omnichannel Banking Done Right As the world continues to adjust to life after the pandemic, one thing is clear: members want more ways to connect with their credit union—and they expect every option to work seamlessly. That’s what omnichannel banking is all about. According to the latest BAI Banking Outlook report, improving the digital experience is still the top priority for credit unions and banks. But focusing on just mobile apps or websites isn’t enough anymore. In fact, the report warns that treating digital and branch service as separate experiences is a mistake. Instead, the winning strategy for 2022 and beyond is clear: give your members a consistent, smooth experience across every channel—digital and in-person. What Does Omnichannel Really Mean? Omnichannel banking means meeting your members wherever they are—whether they’re: Scheduling an appointment online Walking into a branch Joining a video call Waiting in a queue Using a kiosk Or calling your member service team And not only offering these options—but connecting them so members feel recognized and supported, no matter how they interact with you. At Better Lobby, we call this “bridging the physical and digital.” Why It Matters More Than Ever The BAI report reveals some surprising insights: 🔹 Consumers expect 61% of their banking to be digital by 2024—but still want human assistance for 39% of their needs🔹 Only 9% of bankers say they offer an “excellent” digital customer experience🔹 Baby Boomers still rely on in-branch service, while Gen Z uses every channel—digital and physical🔹 The biggest service gaps are in digital onboarding and cross-channel consistency In other words, members are asking for both: high-quality digital tools and reliable human help—especially when dealing with complex financial matters like loans, fraud, or financial advice. How Better Lobby Supports Omnichannel Banking Better Lobby is built for the new normal. We’ve been helping credit unions of all sizes deliver consistent, connected service across all channels—both online and in-branch. Here’s how: ✅ Online Appointments for All Channels Members can book a visit online—whether it’s in-person, phone, or video—so they get the help they need in the format they prefer. ✅ Flexible Video Meeting Queue Our Flexible Branch Video module expands your lobby to the virtual world. Members can check in for a video call the same way they would in-branch—either by appointment or as a walk-in. ✅ Member Check-In Kiosks Better Lobby’s branded kiosks and QR-code check-ins make lobby visits efficient, safe, and streamlined. ✅ Real-Time Queue Management Show members where they are in line (whether in-branch or online) and reduce frustration with transparent wait times and smart routing. ✅ Staff Scheduling & Visibility Better Lobby integrates with Outlook calendars and tracks staff availability, helping team members deliver service faster and more personally. Why Omnichannel Builds Loyalty When members feel understood and supported—especially during big financial moments—they stay loyal. Omnichannel tools like Better Lobby help credit unions: 🔹 Improve member satisfaction🔹 Boost retention🔹 Drive higher product engagement (loans, cards, etc.)🔹 Reduce lobby congestion🔹 Maximize staff productivity Best of all, they help your credit union stay competitive against big banks and fintech apps by providing a human-centered digital experience. Final Thoughts: Omnichannel Banking Done Right As BAI’s Karl Dahlgren put it, “If there’s one task that should be atop financial services organizations’ 2022 to-do list, it is to continue improving the omnichannel customer experience.” Better Lobby helps make that possible. If your credit union is ready to connect digital and in-person service—and offer a truly modern member experience—let’s talk. We’ll help you build the bridge between your members’ expectations and your branch capabilities.     The following section is the original post from February 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Karl Dahlgren, BAI’s managing director of research, recently published an article where he stated: “if there’s one task that should be atop financial services organizations’ 2022 to-do list, it is to continue improving the omnichannel customer experience…” While many CUs are solely focused on enhancing their digital channels, a true omnichannel experience covers all member touchpoints: online, mobile, branch, ATM, video and call center. Many of our recent and ongoing development projects have focused on helping CUs bridge the physical and digital worlds. A prime example is our Flexible Branches Video Meetings solution that extends our conventional Better Lobby Branch Service Queue from a physical branch to a virtual video lobby. These video visitors are served either by appointment or as unscheduled “walk-ins.” Key Takeaway: Better Lobby helps CUs attract, engage and retain members by proving a best-in-class omnichannel experience.  

Video Meeting Solutions for Remote Banking Services

In the digital age, remote banking services are more than a convenience—they are a necessity. With the rise of video meeting solutions, financial institutions can offer personal, real-time services to their customers regardless of geographic barriers. This article explores the integration of video meeting solutions into remote banking services, highlighting their benefits, implementation strategies, and best practices. Introduction to Video Meeting Solutions in Banking What Are Video Meeting Solutions? Video meeting solutions involve software platforms that enable virtual face-to-face interactions between bank staff and customers using video calls. These platforms are designed to simulate an in-branch experience, providing personal customer service without the need for physical presence. Why Incorporate Video Meetings in Banking? The adoption of video meeting solutions allows credit unions and banks to extend their reach, offer extended service hours, and improve customer satisfaction by providing convenient, immediate banking assistance. Benefits of Video Meeting Solutions Expanding Accessibility Imagine talking to your credit union manager or loan officer from your living room or while at a park. Video meetings make this possible. You don’t need to travel to a branch, which is great if you live far away or find it hard to move around. This technology lets you connect with your credit union no matter where you are, just like video calling your family. Good to Know: You can use any device with a camera, like your smartphone or tablet, to start a video meeting with your credit union. It’s just like making a video call to a friend! Enhancing Customer Experience Have you ever wished that banking felt more personal? Video meetings help make this happen. When you can see and talk to someone face-to-face, even through a screen, it feels more friendly. Credit unions can give you advice, help solve your problems, and really get to know you through these video chats. This makes you feel valued and builds trust, making you more likely to stick with your credit union. Good to Know: Some credit unions even let you schedule video meetings ahead of time, so you can plan when to discuss important things, just like setting up a coffee date. Operational Efficiency Think of how much time you spend traveling to a branch and waiting for your turn. Video meetings cut all that out. They save money for credit unions because they need less space and fewer resources like electricity and furniture. They also make things more efficient by letting staff talk to more members in less time, without anyone having to travel. Good to Know: Credit unions that use video meetings can sometimes help you faster and more often because their staff isn’t tied up with only the people who walk into a branch. Implementing Video Meeting Solutions in Banking Choosing the Right Platform When your credit union starts using video meetings, the first big step is picking the right platform. There are many video conferencing solutions. This is super important because it needs to be safe, work well, and follow strict rules set by people who watch over privacy and security in banking. You want a system that keeps all your chats private (that’s what end-to-end encryption does), is easy for everyone to use, and works well with the computer systems the credit union already has. Training and Adoption Just having the tools isn’t enough. Everyone needs to know how to use them. Credit unions should teach their staff how to use video meeting tools so they can help you best. And for members like you, they should make easy guides or maybe even quick video tutorials that show you how to start a video call. This makes sure everyone feels okay using the new tech. Good to Know: Some credit unions might offer a demo video call when you first try out their service, so you can learn by doing without the pressure of an official appointment. Marketing the New Service It’s not enough to just have video meetings available—you have to let people know about it! Credit unions should tell their members all about their new video meeting options. They can send emails, post on social media, or even put up signs in branches. This helps you and others learn about how you can talk face-to-face with credit union staff from anywhere, all through video! Good to Know: Look out for special promotions or informational webinars that introduce how to use video banking. Joining these can sometimes give you helpful tips and maybe even perks for using the new service. Best Practices for Video Meeting Solutions in Banking Maintain High Security Standards When we talk about video meetings in banking, keeping things safe and private is super important. Banks need to make sure they use really strong security steps to keep your info safe during video chats. This means using tough-to-crack security stuff and keeping their systems updated all the time so no bad guys can sneak in. Good to Know: Always check for a little padlock icon in the address bar of your video meeting platform to ensure the connection is secure. Ensure High-Quality Video and Audio Nothing is worse than a video call where you can’t see or hear the other person well, right? That’s why banks should use really good cameras and microphones. This makes sure you can see and hear everything clearly, making the chat feel more like a real face-to-face meeting. Good to Know: If you’re preparing for a video meeting, finding a quiet spot and using headphones can really help make the conversation clearer. Schedule Flexibly People are busy, and everyone has different schedules. Banks can make it a lot easier by letting you choose times for video meetings that work best for you. This way, whether you’re an early bird or a night owl, you can find a time that fits your life without having to rearrange your whole day. Good to Know: Many banks now offer booking through an app or website, where you can see all available times and book your

Better Lobby for Enhanced Branch Efficiency

In the dynamic landscape of financial services, credit unions face the dual challenge of enhancing operational efficiency while ensuring a seamless member experience across multiple branches. Better Lobby for Enhanced Branch Efficiency. This is where Better Lobby comes into play, revolutionizing the way credit unions operate with its innovative features such as Online Queuing and the Flexible Branch Video Module. These tools not only streamline operations but also fortify the connectivity between different branch locations. Streamlining Operations with Online Queuing Better Lobby’s Online Queuing system is a game-changer for credit unions aiming to optimize their member service experience. Before even stepping out of their homes or offices, members can check queue statuses and wait times at their preferred branch. This foresight allows them to plan their visits more effectively, reducing frustration and wait times. This advanced planning capability is especially beneficial during peak hours or promotional events, when branches typically experience higher foot traffic. Members can choose to visit at less crowded times, enhancing their overall experience and satisfaction. Furthermore, the Online Queuing system empowers branch staff by providing real-time data on incoming member traffic. This allows managers to allocate resources more efficiently, ensuring that staff levels are adequate to handle the anticipated service demand without unnecessary overstaffing or understaffing. For the branches, this means a smoother flow of members and enhanced management of service peaks, leading to a more balanced workload for staff. The system’s analytics also help identify trends and patterns in member visits, enabling strategic planning and adjustments to service offerings or branch hours based on actual member behavior and preferences. This strategic insight supports continuous improvement in service delivery, fostering a proactive rather than reactive approach to member management.     Online queuing systems offer numerous benefits for credit unions and can significantly enhance member satisfaction. Here are some key advantages: Reduced Wait Times: By allowing members to join a queue before arriving, credit unions can manage service flow more effectively, reducing on-site wait times and enhancing the overall member experience. Increased Efficiency: With better foresight into the number of visitors and their needs, staff can prepare in advance, improving operational efficiency and ensuring that members receive prompt and effective service. Improved Staff Allocation: Real-time data on queue statuses enables credit unions to optimize staff allocation, ensuring that resources are directed where they are needed most during peak times. Enhanced Member Satisfaction: The convenience of joining a queue remotely improves the service experience for members, leading to higher satisfaction and loyalty. Members appreciate the transparency and control over their time. Decreased Member Frustration: By minimizing uncertainties related to wait times and crowded branches, online queuing systems reduce stress and frustration for members. Better Data Insights: The data collected through online queuing systems can be analyzed to understand patterns in member behavior, helping credit unions make informed decisions about service improvements, branch hours, and staff training. Flexibility for Members: Members can choose the best time to visit based on real-time and forecasted wait times, which allows them flexibility and convenience, especially for those with tight schedules. Effective Communication: Integrated notification systems can alert members about their queue status or any changes, enhancing communication and trust between the credit union and its members. Environmentally Friendly: Reducing the need for physical tickets and relying on digital systems not only saves paper but also aligns with eco-friendly practices. Competitive Advantage: Offering an innovative service like online queuing can distinguish a credit union from competitors, attracting new members looking for modern and efficient banking solutions.   Bridging Branches with Flexible Branch Video Module The Flexible Branch Video Module takes inter-branch collaboration to the next level. This innovative feature enables staff stationed at one branch to effectively serve members located at another branch through secure video connections. This capability is crucial, especially when specific expertise is required—such as discussing mortgage options or investment plans—that may not be available in every branch. By leveraging video technology, credit unions can ensure that their members receive the expert advice they need, regardless of their physical location. Branch-to-branch video meetings offer significant advantages for credit unions and can greatly enhance member satisfaction. Here are seven key benefits: Expanded Access to Expertise: Members can access specialized services and expertise from staff located at other branches, ensuring that they receive the best possible advice and support without the need for physical travel. Improved Resource Utilization: Credit unions can optimize the use of their staff by allowing experts in specific areas (like mortgage advisors or investment specialists) to serve members across multiple branches via video calls. Enhanced Convenience for Members: Members enjoy the convenience of receiving expert consultations and completing complex transactions without having to visit multiple branches or wait for the appropriate staff member to be available at their local branch. Reduced Wait Times: By facilitating immediate connections with available staff across the branch network, video meetings can significantly reduce wait times for members seeking specialized services. Personalized Service Experience: Video meetings allow for a face-to-face interaction that is more personal and engaging compared to phone calls, enhancing the member’s experience and satisfaction. Increased Flexibility: Members can choose to connect with credit union staff from the comfort of their home, workplace, or the nearest branch, providing flexibility and adapting to the member’s lifestyle.   Enhancing Member Communication with NotifyNow™ NotifyNow™, an integral feature of Better Lobby, enhances the communication flow between credit unions and their members. It allows staff to send timely notifications to members, informing them when it’s almost their turn to be served. This feature is particularly beneficial for members who opt to wait in their vehicles or nearby locations, contributing to a safer and more convenient waiting experience. It ensures that members are kept in the loop in real time, reducing missed appointments and improving overall satisfaction. Key Takeaways about Better Lobby for Enhanced Branch Efficiency Better Lobby equips credit unions with the tools necessary to enhance operational efficiency across multiple branches while maintaining a high standard of member service. The integration of Online

Maximizing the Benefits of Video Meetings for Credit Unions

In today’s digital age, credit unions are uniquely positioned to enhance member engagement and satisfaction through video meetings. The Better Lobby Flexible Branch Video Module offers an innovative solution, allowing members to connect with credit union staff from anywhere. This capability is not just a convenience; it’s a game-changer in personalized banking services. Let’s explore how credit unions can fully leverage this technology to maximize its benefits, ensuring the link for video appointments is highly visible, effectively communicating the availability of video meetings, and maintaining sufficient staff for on-demand and scheduled video interactions. 1. Prominently Display the Video Meeting Link Ensuring that the link for members to book video appointments is highly visible is key. Place this link strategically on the main menu or the homepage of your website where it is easily accessible. This reduces friction and makes it effortless for members to schedule appointments, leading to increased engagement and satisfaction.     2. Inform Members About Video Meeting Options Communication is critical. Make it a point to inform members about the availability of video meetings while they are in the branch. This can be achieved through digital signage, brochures, or by training staff to notify members during regular interactions. Highlighting this option caters to those who prefer digital interactions and enhances convenience.     3. Staff Availability for On-Demand and Scheduled Video Meetings It is essential to ensure that there are dedicated staff available to handle both on-demand and scheduled video meetings. This means having trained personnel ready to connect with members at designated times, which helps in managing member expectations and delivering a seamless service experience. Credit Unions who utilize the video on-demand option and create an amazing member experience have staff dedicated to monitoring the on-demand virtual lobby. Branches that have low face-to-face traffic are ideal to monitor the virtual lobby, turning a low-traffic branch into a high-traffic virtual branch.   4. Utilize Helpful Information Related to this Appointment Topic Setting up helpful information related to the appointment topic helps members when they book the appointment and lets them know how they should be prepared for the video appointment. It gives both staff and members a clear understanding of what will be discussed, which helps in keeping the meeting concise and focused. You could also include information about the process (loan application, mortgage application, opening a new account, etc), this can be simple bullet points or a detailed plan, depending on the complexity of the topics to be covered.   5. Follow-Up Communications After a video meeting, sending a follow-up email can make a big difference. This email should thank the member for their time, summarize the discussion points, and outline the next steps. This not only reinforces the credit union’s commitment to member service but also ensures that both parties are on the same page moving forward. Key Takeaways about Video Meetings for Credit Unions Embracing video meetings is more than just adopting new technology; it’s about transforming the member experience. By making video meeting links easily accessible, informing members proactively about their meeting options, and ensuring staff availability, credit unions can provide a seamless and enriched service experience. This approach not only meets the evolving expectations of members but also sets the stage for deeper engagement and loyalty. As we continue to navigate a digital-first world, the integration of such technologies will be crucial in keeping credit unions at the forefront of customer-centric innovation.

Solarity CU Embraces an Omnichannel Strategy

Solarity Credit Union has transitioned its six traditional branches into teller-less consultative facilities featuring smart ATMs and video conferencing. The Yakima, WA-based credit union also uses remote video to serve members. Mina Worthington, President and CEO of Solarity, observes that “people would much rather meet with you via video than get in their car and have to drive to you and find parking, especially in metro areas.” Even with a deep commitment to digital banking, Solarity Credit Union remains a firm believer in branches. “Consumers want everything,” says Worthington. “They want the ‘Amazon experience’ online; they want you to have physical facilities as well….” Key Takeaway: This strategy of blending the digital with the physical is sometimes called “omnichannel.” Here at Better Branches Technology, we are at the forefront of providing leading edge software that supports credit union omnichannel visitor management strategies.

Increasing credit union relevancy

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

Taking a Consultative Approach

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

Video banking is becoming mainstream

AT&T introduced the Picturephone way back in 1964 at the New York World’s Fair, but video calling would not move into the mainstream until Skype came out in 2003. Video banking has also been around for many years, but it wasn’t until the pandemic hit that it became much more commonplace for Americans who suddenly became Zoom knowledgeable. Video banking opens up many possibilities for credit unions to: Deliver better member service Extend operating hours Shorten wait times Make more specialized skills remotely available Key Takeaway: Many members still value face to face contact and video banking steps up to add the convenience of digital face to face meetings that members need.

Branch Formats Evolve

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

Video’s Impact on Member Satisfaction

In a recent PYMTS article, the research firm notes that 97 percent of FIs that offer video banking said their net promoter score (NPS) — a metric used to gauge customer satisfaction — was as good or better than their other channels, and 90 percent of video banking users said they would be willing to use video banking again. Why do so many people like video interactions? One reason is that they are comfortable with video meetings from the pandemic, but perhaps a bigger reason is that they like the level of personalization that video offers. The article goes on to state that a notable 97 percent of consumers said that high-quality customer service was somewhat or very important, meaning it ranked higher than low fees, fraud protection and mobile access. Video goes a long way in meeting consumer desires for personal service, especially when branches are closed. Key Takeaway: Our Flexible Branches Video Meetings module enables personalized and expert service at a distance while equipping your CU to handle both unscheduled video visitors and video appointments.

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.

The Hybridization of Digital and Physical Banking

“Hybridization” is a branch strategy that melds in-person and digital banking; some people also call this trend “phygital.” Regardless of the label, it acknowledges that banking channels are not separate and that members want to use online and mobile for certain financial activities (ie, balance inquiries, check cashing and other basic transactions) and in-person for other usually more important and complicated issues (ie, mortgages, investment, all types of lending, etc.). They salient point here is that your members expect that your CU can provide a multitude of ways for them to handle their finances the way that they want to – anywhere, anytime and on their terms. Key Takeaway: Many members have a strong desire for human interaction when it comes to handling their important money concerns, and to help address this need we have developed our online queueing, appointment and video modules to make it as easy as possible for them to meet with your employees.

Branch Makeover Post-Pandemic

Despite the fact that Americans have learned to function without full branches for months during the pandemic, “customers still want to use branches,” says Robert Meara, a senior analyst at Celent. The evolution of branch usage post-COVID is essentially the same as before the pandemic closed lobbies: less transactions and more person-to-person advice. One key difference is that the person-to-person portion now may involve a video meeting. These video consultations can take two forms: 1) use of video-conferencing kiosks or conference rooms located inside branches so that members can talk to financial specialists not based in that particular branch, or 2) remote video from a member’s phone, laptop, tablet or PC. These video meetings can also occur in two ways: 1) unscheduled or 2) via an appointment. Key Takeaway: Our Flexible Branches Video Meetings module easily handles any combination of the above mentioned video scenarios – with no software to download – at a very affordable price point.

The Future of Video Banking

Greg McBride, chief financial analyst at Bankrate.com, says the shift from brick-and-mortar to digital banking channels will help spur more widespread adoption of video banking platforms. Many analysts agree with him and are convinced that video banking will become commonplace for many reasons, but one compelling reason is that some problems can simply be easier to resolve if two people can see each other and share screens. According to McBride, consumers who tend to prefer branches will have the greatest propensity to use video banking platforms, although users in digital- and self-service channels will also leverage video chat if/when they get stuck. Key Takeaway: Many observers predict that video will play an important role in many CUs’ channel delivery plans in the months and years ahead. Our real world experience has already shown that this is not an idle prediction – we have seen rapid adoption of our Flexible Branches video meeting module in 2021.

Curbside Member Service

Member service can begin even before your lobby front door. Just as with many other industries, CUs have begun providing services curbside, including notarizations and loan document signings. This not only serves as a Covid safety measure, but it can be more convenient for elderly or disabled visitors. We recognized in the early days of the pandemic that the parking lot was becoming the new lobby and responded by adding our Parking Lot Check In functionality. This is a simple and easy to use feature that conveniently checks in members from the safety of their cars. Key Takeaway: By utilizing the Parking Lot Check In feature of our Online Queueing module, your CU can easily know when a member arrives, track who has been waiting and provide stellar member service at the member’s vehicle or in the lobby.

The Future of In-Person Banking

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

Redefining Member Engagement: Banking Should be Personal

In the realm of financial services, the personal touch remains a cornerstone of the member experience. As Garret Reich, Editorial Associate with The Financial Brand, aptly articulates, “Few topics are as intimate, intimidating, and important to people as money.” This sentiment underscores the enduring appeal of face-to-face interactions within credit union branches. In an era dominated by automated systems and impersonal transactions, the branch serves as a sanctuary for meaningful connections. Members cherish the opportunity to engage with a real, live human—a service representative who can address their financial concerns with empathy and expertise. The shift in terminology—from “teller” to “service rep”—is indicative of a broader transformation within the banking landscape. Branches are no longer mere transaction hubs; they are evolving into service centers, prioritizing higher-value interactions over routine transactions that are better suited for digital channels. As we navigate the post-pandemic landscape, the role of branches continues to evolve. Personal appointments, tailored to the member’s schedule and preferences, emerge as the preferred mode of engagement. This personalized approach not only enhances the member experience but also ensures that their needs are met with precision and care. Expanding Branch Capabilities with Better Lobby In response to the evolving demands of modern banking, credit unions are turning to innovative solutions to enhance their branch operations. Better Branches Technology recognizes this shift and is proud to introduce Better Lobby—an advanced software platform designed to revolutionize the way credit unions serve members in their branches. Better Lobby goes beyond traditional lobby management systems, offering a comprehensive suite of features tailored to meet the unique needs of credit unions. From appointment scheduling and member check-in to real-time staff tracking and performance analytics, Better Lobby empowers credit unions to deliver exceptional service while optimizing branch efficiency. One of the standout features of Better Lobby is its seamless integration with existing credit union systems, ensuring a smooth transition and minimal disruption to daily operations. Whether credit unions are looking to streamline their lobby management processes, improve member engagement, or maximize staff productivity, Better Lobby provides the tools needed to achieve these goals and more. By harnessing the power of Better Lobby, credit unions can transform their branches into dynamic hubs of member interaction, where personalized service and convenience are paramount. As the banking landscape continues to evolve, Better Branches Technology remains committed to empowering credit unions with cutting-edge solutions that drive success in the digital age.   Key Takeaway: Embrace the changing face of branch banking. By prioritizing personalized interactions and leveraging technology to streamline operations, credit unions can elevate the member experience and strengthen relationships in the digital age. Your branches will most likely look quite different post-pandemic, and increasingly the best way to serve members in the branch will be via personal appointments scheduled at the member’s convenience.

Silicon Valley in Mayberry

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

Path Forward Involves Blending Digital and Physical

2020 has been challenging for everyone, but what it has revealed is that members want a blend of physical and digital service from their credit union. Amit Aggarwal, Managing Director of Digital Solutions at J.D. Power, put it very succinctly in a recent Financial Brand article: “An effective path forward lies not in segmenting digital and physical customers, but in developing a holistic approach to integrating and expanding customer relationships across engagement channels — including those that have been temporarily de-emphasized.” Trust is key – members want to know that you can meet with them in the branch, at home or on the go. Key Takeaway: One of our biggest goals is delivering solutions that help CUs strike a balance between the personal interactions that are important to members, and the video and digital service that many members desire.

Revolutionizing Credit Union Branches: Post-COVID Branch Technology Trends

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

How Video Banking Can Bolster CUs During Difficult Times

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

Branch Banking Remains Popular After COVID-19

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

Flexible Branches Video Meetings Now Available

We just released our new Flexible Branches module that expands our Better Lobby Service Queue to enable members inside or outside a branch to be served by branch staff using video meetings. CU staff can be working remotely (i.e. home) or at a branch different from the visitor. Members have the option of connecting remotely through the credit union’s website or visiting a branch location that is video equipped. This timely module builds on our history of being the most innovative visitor management and appointments system in the CU marketplace. Key Takeaway: We think that Flexible Branches will help credit unions maintain branch service capacity even when access to branches is restricted by unexpected externally imposed changes and will significantly enhance your Business Recovery/Disaster Planning strategy.

Revolutionizing Member Service: The Rise of Video-Only Branches in Credit Unions

In a groundbreaking move that signals a paradigm shift in member engagement, BCU, under the leadership of Chief Retail Officer Carey Price and Chief Information Officer Jeff Johnson, is set to introduce video-only branches. In a recent CUBroadcast interview, Price and Johnson delved into the rationale behind this innovative approach, shedding light on its mechanics, challenges, objectives, and actionable insights for fellow credit unions. Why BCU switched to Video-Only The decision to embrace video as the primary medium for member interactions underscores BCU’s commitment to leveraging cutting-edge technology to enhance service delivery. By bridging the gap between physical and digital channels, video-only branches promise to revolutionize the traditional banking experience, offering members unparalleled convenience and accessibility. So, how exactly will video-only branches function? Price and Johnson elucidated on the operational intricacies, detailing a seamless process wherein members can connect with expert staff remotely via high-definition video conferencing. This virtual interface not only facilitates personalized interactions but also transcends geographical limitations, empowering members to access specialized services regardless of their proximity to a physical branch. Risk and Reward of Video-Only Of course, pioneering such a transformative initiative hasn’t been without its challenges. Price and Johnson candidly discussed the hurdles encountered along the way, from technological integration to staff training. However, their unwavering dedication to enhancing member experience has propelled BCU to surmount these obstacles, paving the way for a new era of member-centric banking. In outlining the goals for their video-only branches, Price and Johnson emphasized a dual focus on member satisfaction and operational efficiency. By leveraging video technology to streamline service delivery, BCU aims to optimize staff utilization, reduce branch costs, and ultimately elevate the overall banking experience for its members.\ Should Credit Unions make the switch to Video-Only? For credit unions contemplating a similar leap into the realm of video banking, Price and Johnson offer invaluable advice gleaned from their own journey. Emphasizing the importance of strategic planning and stakeholder buy-in, they underscored the need for a cohesive vision that aligns with the credit union’s overarching objectives. Moreover, they highlighted the significance of investing in robust technological infrastructure and comprehensive staff training to ensure seamless implementation and sustained success. While video-only branches may represent a bold departure from traditional banking models, they embody the spirit of innovation and adaptation that defines the credit union movement. As credit unions across the industry increasingly recognize the transformative potential of video technology, the stage is set for a renaissance in member service, where personalized engagement knows no bounds. Key Takeaway: The advent of Better Lobby’s Video Meeting Queue Module (VMQ) heralds a new era in member service, extending the reach of credit union branches beyond physical boundaries. By leveraging VMQ, credit unions can seamlessly connect members with expert staff via video conferencing, fostering personalized interactions and optimizing operational efficiency.