Why Branch Visits Still Matter-Even in a Digital Age
[Updated October 2025] Even with mobile apps and online banking dominating daily transactions, members still value the face-to-face experience that only branches can provide. Studies from CO-OP Financial Services and U.S. Bank found that 86% of consumers plan to continue visiting branches over the next five years. For credit unions, this means that the branch isn’t disappearing—it’s evolving. The Human Side of Banking As Sarah Canepa Bang, Chief Strategy Officer at CO-OP Shared Branch, explains, “Credit unions have always been leaders in personal service.” That member-first culture continues to be a defining advantage for credit unions, even as digital transformation reshapes how members interact. The key is blending technology with the personal touch members already trust. Branches remain where life’s biggest financial conversations happen—buying a home, consolidating debt, or planning for retirement. Members want knowledgeable staff who can help guide them through important decisions, and they value the confidence that comes from sitting down with a real person. Better Lobby: Making Personal Service More Convenient The challenge for credit unions is delivering that in-branch experience while matching the convenience members expect from digital tools. That’s exactly where Better Lobby’s Appointment Booking tools come in. With Better Lobby’s Mobile Appointment Booking Tool, members can easily schedule a meeting at their preferred branch, on their own time—through a phone, tablet, or desktop. Staff instantly see appointments in their calendars, allowing them to prepare in advance and ensure each visit is productive and personal. The result is a smoother, more efficient experience for both staff and members. No long waits. No uncertainty. Just service that fits today’s pace of life. The Future of Member Access As branches evolve into consultative service centers, scheduling and queue management become essential. Tools like Better Lobby’s Appointment Booking, Online Queuing, and Kiosk modules help credit unions balance efficiency with connection—ensuring members can get expert help without feeling rushed or overlooked. Enhancing the Modern Branch Experience Today’s members expect flexibility—whether they’re managing accounts online or meeting face-to-face with a financial advisor. That’s why forward-thinking credit unions are transforming their branches into experience centers where convenience and personal service meet. By integrating tools like Better Lobby’s Appointment Booking and Online Queuing, credit unions can create a seamless journey for members: they can research services online, schedule an appointment in seconds, and receive personalized attention when they arrive. This modern approach not only saves time but also shows members that their credit union values both innovation and relationships. In short, it’s not about replacing the branch—it’s about reimagining it for today’s digital world. Key Takeaway There’s no substitute for the human connection that happens in a branch—but there’s also no reason it can’t be modern and convenient. With Better Lobby’s Mobile Appointment Booking Tool, credit unions can bring the best of both worlds together—giving members easy access to personalized, in-branch financial guidance whenever and wherever it fits their schedule. The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Consumers still prefer visiting brick and mortar branches for many of their financial transactions, according to studies from CO-OP Financial Services and U.S. Bank. In fact, a whopping 86% of those surveyed plan to do business in branches during the next five years. Sarah Canepa Bang, Chief Strategy Officer for CO-OP Shared Branch which is a nationwide network of 5,400 branches dedicated to serving members of 1,800 participating credit unions, stated in their report that “credit unions have always been leaders in personal service…” A key part of delivering personal service at the branch increasingly involves appointment setting. Not much is more convenient than letting members easily select a time and location to discuss a host of banking and financial solutions — when and how it makes the most sense for them. Key Takeaway: There simply is no substitute for talking with someone face to face about your financial needs and issues and Mobile Appointment Booking Tool puts more convenience and access to your branch staff in the hands of those who need it — your members.
Why Branches Still Matter in the Age of Digital Banking
[Updated October 2025] It’s never been easier to manage your finances online—depositing checks, paying bills, or checking balances can all happen in seconds from your phone. Yet despite the convenience, research shows that members still value visiting a branch for certain transactions. According to Bankrate, 45% of Americans have visited a bank or credit union branch within the past 30 days, and 86% plan to continue using branches in the next five years. Why? Because the branch experience offers something digital channels can’t: trust, expertise, and human connection. Many members visit branches not because they have to—but because they want to. The Role of the Modern Branch Today’s branches are less about everyday transactions and more about meaningful conversations. Members come in to: Discuss major financial goals, like buying a home or consolidating debt Seek personalized advice for complex financial situations Build trust through one-on-one interactions with experienced staff As Anne Pace of Bank of America put it, “The banking center is becoming more and more a place not only for basic transactions, but for people to discuss complex issues.” Branches aren’t disappearing—they’re transforming. They are evolving from transactional spaces into relationship hubs where members feel seen, heard, and supported. Connecting Personal Service with Modern Convenience Even as branches adapt, efficiency and convenience remain essential. Members don’t want to spend time waiting—they want quick, focused service that respects their schedule. That’s where Better Lobby’s Mobile Appointment Booking Tool makes all the difference. With just a few taps, members can: Choose their preferred branch and staff member Schedule an appointment at a convenient time Receive reminders to bring any necessary documents For staff, appointments automatically appear in calendars, helping them prepare and deliver a more productive and personalized experience. The Future Is Hybrid As digital and physical channels continue to blend, credit unions have an opportunity to bring the best of both worlds together—combining digital convenience with human-centered service. Members can start their journey online and finish it in the branch, confident that their visit will be efficient and meaningful. Bringing Digital Convenience Into the Branch Members want flexibility. They expect the same ease of use from their credit union that they get from their favorite apps—without losing the personal connection that makes branch visits meaningful. By introducing digital scheduling tools, credit unions can give members control over their experience while maintaining the trusted, human-centered service that defines their brand. Tools like Better Lobby’s Mobile Appointment Booking help bridge this gap, allowing members to plan their visits ahead of time and ensuring staff are prepared to serve them efficiently. This seamless mix of technology and hospitality not only saves time—it strengthens relationships and reinforces your credit union’s commitment to exceptional member care. Key Takeaway Important financial matters deserve personal attention—and that often means a face-to-face conversation. Better Lobby’s Mobile Appointment Booking Tool bridges the gap between convenience and connection, ensuring members get timely, personal service every time they step into your branch. The following section is the original post from March 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The rise of online and mobile banking have made it convenient to do many routine financial transactions – checking balances, paying bills, depositing checks, etc. – remotely, but that doesn’t mean that branches are about to disappear. Bankrate, the Web’s leading aggregator of financial rate information, reports that branch visitors make the journey from many reasons: “concerns over security, ease of use, lack of awareness, and a desire to meet the people they’re entrusting their money to face to face.” The fact is the branch is less and less about basic transactions, and more and more about the need for people to discuss important and oftentimes complex financial issues. Key Takeaway: Important financial matters are best handled at the branch and that often means an appointment. Our Mobile Appointment Booking Tool ensures timely service and reminds members to bring the information necessary to the meeting.
Send an Email to Members so they Book an Appointment with Your Credit Union
[Updated October 2025] Smarter Email Campaigns Meet Seamless Appointment Booking Credit unions have always thrived on personal relationships—but in the digital age, personalization happens through smart technology, too. Today’s marketing tools make it possible to connect with members in real time, offering not just information, but instant action. That’s why combining dynamic email marketing with Better Lobby’s Mobile Appointment Booking Tool is such a powerful strategy. Imagine sending an email about auto loan refinancing or home equity consultations—where members can watch a short video, learn the basics, and immediately book an appointment right from the email. No redirects. No searching your website. Just one tap to connect with your team. Better Lobby’s Mobile Booking Tool makes this easy. It’s customizable, responsive, and fully branded to your credit union’s look and feel. Whether your member opens an email on their phone, tablet, or desktop, they can schedule time at their preferred branch or video appointment in just a few clicks. This approach does more than improve convenience—it boosts conversion. Members are far more likely to follow through when the next step is simple and immediate. And for credit unions, it means higher engagement and more traffic directed to the right staff and services. Expanding Your Marketing Impact with Better Lobby Once your members start booking appointments directly from your campaigns, it opens up new possibilities for smarter marketing and service alignment. With Better Lobby’s reporting and analytics tools, your team can track how these appointments connect to specific campaigns—helping you measure ROI and member engagement in real time. By combining Better Lobby’s Mobile Booking Tool with real data from your dashboards and reports, your marketing team can create continuous improvement loops—where every campaign becomes smarter and more effective than the last. The future of credit union marketing isn’t just digital—it’s connected, personalized, and measurable. Better Lobby makes that future possible. Key takeaway about Credit Union Appointment Booking with Email Pairing Better Lobby’s Mobile Appointment Booking Tool with modern email marketing creates a seamless, high-impact experience that drives both engagement and branch growth. It’s not just outreach—it’s results. The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. LiveClicker offers credit unions the means to dynamically update the content of emails when they are opened, rather than when they are sent. One of the features that the Silicon Valley-based company says that their system supports is the ability to embed how-to “schedule an appointment” or other instructional videos directly within the body of a message. This has the potential to be an extremely powerful marketing tool when combined with our Mobile Appointment Booking Tool. All types of loan and other product offers could be easily sent to members with the built-in capability for them to self-schedule meetings in branches in a well-ordered and convenient manner. Key Takeaway: Marrying our affordable Mobile Appointment Booking Tool to virtually free email marketing campaigns is a great way to boost your branch sales numbers.
Millennials Still Value Credit Union Branches — But They Expect Smarter, Faster Service
[Updated October 2025] Millennials, Mobile Banking, and the Modern Branch Experience Millennials have long been known as “digital natives”—a generation that prefers managing everything from their phones. But as they age and take on more complex financial goals like mortgages, investments, and family savings, they’re rediscovering the value of in-person banking. That doesn’t mean the branch is going back to its old ways. Instead, it’s evolving. Credit unions are now blending digital convenience with human connection, ensuring every member—especially younger ones—can get expert help quickly and easily. Why the Branch Still Matters Even the most tech-savvy members want reassurance when making major financial decisions. Whether it’s applying for a home loan or discussing investments, they value the opportunity to talk to a real person. Research continues to show that branch visits remain high, especially for advice-based interactions. But the key is efficiency—members don’t want to wait in long lines or spend half an hour checking in. They want streamlined, purposeful visits that respect their time. Making It Happen with Better Lobby That’s where Better Lobby’s Mobile Appointment Booking Tool comes in. This feature allows members to schedule face-to-face appointments from anywhere—right from their smartphone. It’s fast, intuitive, and customizable to fit your credit union’s brand and member experience. By letting members book in advance, credit unions can: Reduce lobby congestion and wait times Ensure the right staff are available for specific services Improve member satisfaction through personalized, timely service And with integrations across other Better Lobby modules—like Online Queuing, Video Meetings, and Reports—credit unions gain a complete view of branch activity, helping optimize both member experiences and operational efficiency. The Future: Seamless Digital-to-Branch Banking Millennials—and every generation that follows—expect consistent, connected experiences across channels. They might research loans online, confirm details over video, and finish the process in person. Better Lobby helps credit unions make that journey simple and seamless. The future of credit union service isn’t about choosing between digital and physical—it’s about blending both. By adopting tools like Better Lobby’s Mobile Appointment Booking, credit unions can ensure the branch remains relevant, engaging, and efficient for years to come. Building Loyalty Through Smarter Service When members feel that their time is respected, they’re far more likely to stay loyal. By giving them control over how and when they interact with your branch, you show that your credit union values convenience as much as connection. Mobile booking tools make this possible—reducing friction, empowering members, and freeing up staff to focus on meaningful conversations instead of managing walk-ins. And when this digital convenience is paired with friendly, efficient in-person service, it reinforces what credit unions do best: building trust through personal relationships. With Better Lobby, that trust becomes easier to earn, maintain, and grow—one appointment at a time. Key Takeaway Even digital-first members value human connection. With Better Lobby, credit unions can deliver that connection—faster, smarter, and more conveniently than ever before. The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. James Bosley, an employee of Compass Plus which is a retail banking and electronic payments solutions provider, recently wrote an interesting article entitled “Millennials won’t be millennials forever, keep hold of the branch.” He notes that while Millennials are “digital natives” that prefer to do as much as possible on their mobile devices, they still value the in-branch experience, and will do so even more as they grow older. He is convinced – like we are – that consumers must be able to prearrange their face-to-face branch meetings with their FI using their mobile application on the go. He contends that “time in-branch per visit should be minimal, with all processes and operations as fluent as possible. By doing this the consumer won’t view the experience as a chore but as a more integrated part of their banking process.” Without a doubt, branch appointments provide a welcomed alternative for members who are facing a long wait for service. Key Takeaway: Our Mobile Appointment Booking Tool is perfect for attracting and retaining Millennials members, but members from every demographic group also really appreciate its convenience.
Bridging Digital and In-Branch Banking with Better Lobby’s Mobile Appointment Booking Tool
[Updated October 2025] Balancing Digital Convenience with In-Branch Connection As digital banking continues to grow, it’s no surprise that millennials visit branches less often. But here’s the twist—while many prefer mobile tools for everyday banking, most still see value in face-to-face interactions when it comes to important financial moments. A recent BI Intelligence survey found that while 75% of millennials rarely visit branches, 62% still find them valuable. That means credit unions don’t need to replace branches—they just need to make them more accessible and efficient. The Role of Better Lobby’s Mobile Appointment Booking Tool Better Lobby’s Mobile Appointment Booking Tool bridges the gap between digital and in-person banking. Members can easily schedule appointments from their phone, tablet, or computer—choosing their preferred branch, service, and time. Behind the scenes, appointments flow directly into staff calendars, giving employees time to prepare before each meeting. This small change has a big impact: No long waits: Members arrive at their scheduled time and are seen promptly. More meaningful service: Staff can review member needs in advance. Increased efficiency: Branches operate smoothly, even during peak hours. Why This Balance Matters Credit unions that blend mobile convenience with in-branch service are building stronger relationships with their members. When members can handle simple tasks online but still rely on the branch for personalized advice, trust grows—and so does loyalty. The Mobile Appointment Booking Tool makes this balance possible. It’s customizable with your credit union’s logo and colors, fits seamlessly into your website or app, and delivers an experience that feels both modern and personal. Key Takeaway Digital convenience and personal connection aren’t opposites—they’re partners. By using Better Lobby’s Mobile Appointment Booking Tool, credit unions can offer the best of both worlds: efficient digital scheduling and exceptional in-branch service that keeps members coming back. The following section is the original post from May 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent BI Intelligence Digital Banking survey revealed that 75% of millennials either never visit branches or do so once a month or less; however, 62% of millennials still find some value in branches, which led the researchers to conclude that FIs must strive to find the right balance between digital and in-branch services. Our Better Lobby Mobile Appointment Booking Tool is the perfect solution for striking this balance. With a few taps on their mobile device, members can book an appointment at the branch that is most convenient for them and at time that ensures virtually no waiting. On the back end, the appointments flow seamlessly into credit union employees’ calendars so they are fully prepared to engage with the member and quickly address the reason for their branch visit. Key Takeaway: Credit unions that roll out mobile functionality that forms a bridge to their branch networks will be making a move that positively impacts the member experience, branch sales, and overall staffing productivity.
Branches and Appointment Making
[Updated September 2025] It’s no secret—members value their time. In a world where convenience drives loyalty, offering members the ability to schedule appointments is no longer a “nice to have.” It’s essential. Industry leaders, like John Best of Best Innovation Group, have long emphasized that branches still provide the best member experience. But the key is making those experiences easy to access. When members know they can book a dedicated time to sit down with a staff member, they feel confident they’ll get the attention and support they need—without long waits or uncertainty. Bringing Banking to the Member The idea doesn’t stop at in-branch appointments. Some credit unions are experimenting with “mobile banking experiences” outside the branch—meeting members at their home, office, or even a coffee shop. This flexible approach shows just how powerful appointment booking can be in strengthening relationships. By giving members options for where and how to connect, credit unions can meet them on their terms, fostering deeper trust and loyalty. How Better Lobby Makes It Possible Better Lobby’s Appointment Booking tools make scheduling simple and seamless: Mobile & Online Access: Members can schedule appointments anytime, from their phone or computer. Branch or Remote Options: Support in-branch meetings or explore future options like video or off-site appointments. Staff Efficiency: Staff can prepare ahead of time, ensuring each meeting is productive and personalized. Improved Experience: Members feel valued, knowing their credit union respects their time and busy schedules. Key Takeaway Appointment booking is more than just scheduling—it’s a service strategy. By making it easy for members to connect when and where it works for them, credit unions can deliver the personal service members expect while building loyalty that lasts. With Better Lobby, your credit union has the tools to make this vision a reality. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. John Best, a long time CU executive and head of the Best Innovation Group, states that “branches are still the best user experience….. and more people would go to the branch if they could schedule an appointment to see someone and be sure that they would get the time and attention and they need for their busy schedule.” We couldn’t agree more with his comments. He even recommends taking the concept further with his FinancialUber (FUBER) proposition: that CU employees make appointments with members in their home, office or a coffee shop to discuss their needs. Key Takeaway: Mobile appointment booking has the ability to be game changer for your CU when it comes to building member loyalty and delivering stellar service.
Branches in the Mobile Age
[Updated September 2025] In today’s world of mobile apps and online banking, some may think branches are becoming less relevant. But research continues to show that branches still provide a unique advantage—one that directly impacts both service quality and financial performance. A study from the Federal Reserve Bank of Cleveland found that financial institutions with a physical branch presence were able to make better quality loans. Why? Because branches give staff access to “soft information”—insights about members, their communities, and local economic conditions that simply can’t be captured by numbers alone. This local knowledge helps credit unions make smarter decisions, reduce risk, and better serve members. The Human Side of Banking Branches remain essential for building personal relationships, fostering trust, and supporting members through complex financial decisions. Whether it’s applying for a mortgage, planning for retirement, or resolving an issue, many members still prefer face-to-face interactions when the stakes are high. At the same time, digital channels are vital for convenience and speed. The strongest credit unions don’t choose between digital and in-person service—they integrate both to create a seamless experience. Connecting Branches and Digital Channels One of the best ways to bridge the digital and physical is through online and mobile appointment booking. By allowing members to schedule time with branch staff in advance, credit unions can: Give members confidence that they’ll be seen quickly and prepared for. Reduce lobby wait times and improve satisfaction. Help staff prepare for appointments and provide better service. Align digital convenience with the personal touch of the branch. Key Takeaway Branches aren’t going away—they’re evolving. By combining digital tools like appointment scheduling with the unique advantages of local branch knowledge, credit unions can deliver the best of both worlds: convenience and human connection. With Better Lobby’s Mobile Appointment Booking Tool, your credit union can strengthen service quality while boosting branch productivity and sales. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. According to a recent study by the Federal Reserve Bank of Cleveland, branches provide an information advantage that helps bolster the bottom line, even in an era of Internet and mobile banking. Cleveland Fed researcher Kristle Romero Cortés found that financial institutions “were able to make better quality loans when they had a branch in the area, which suggests that their local presence gave them invaluable information about borrowers and conditions in the local economy.” Branches are all about personal relationships, community affinity and handling complex financial decisions. Digital offerings are absolutely essential and complement the branch network, but they can never replace it. Key Takeaway: One of the best ways to connect your branches to your digital channels is by allowing your members to make appointments with your branch staff. Our Mobile Appointment Booking Tool is the right tool for the job because it boosts member service quality, while simultaneously positively impacting branch sales.
Reverse-showrooming
[Updated September 2025] In retail, showrooming has become a common trend—customers browse in-store but make the final purchase online. Credit unions, however, are seeing the opposite effect: members do their research online and then visit a branch to finalize important financial decisions. This behavior, known as reverse-showrooming, highlights just how essential it is for credit unions to make branch visits easy and convenient. Why Reverse-Showrooming Happens When it comes to loans, investments, or other big financial choices, trust is everything. While members may gather information online, many still want the reassurance of speaking face-to-face with a trusted credit union staff member before signing on the dotted line. This blend of digital research and in-person connection makes branch access more important than ever. The Role of Appointment Booking Reverse-showrooming proves that members want both digital tools and human support. The best way to connect these two experiences is with online and mobile appointment booking. With Better Lobby’s Appointment Scheduling Module, members can: Choose a branch, time, and service that fits their schedule Book directly from their phone or computer in just a few clicks Receive reminders so they’re prepared when the appointment day comes For the credit union, it means walk-ins become less overwhelming, staff can prepare in advance, and members leave with a stronger impression of service and efficiency. Why It’s a Win for Everyone Members save time and feel confident that their needs will be met. Staff get the chance to prepare, leading to more productive conversations. The credit union builds stronger relationships and improves overall branch efficiency. Key Takeaway Reverse-showrooming is proof that branches still matter. By offering easy mobile and online appointment booking, credit unions can bridge digital convenience with the personal touch members value most. It’s not just about managing schedules—it’s about creating a seamless experience that builds trust, loyalty, and long-term growth. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Just about everyone is familiar with ‘showrooming’ which is when a consumer goes to a retail location to investigate a product, then leaves and buys the product online at reduced price. Yet many FIs are experiencing just the opposite, which is reverse-showrooming where consumers do their research online and go to the branch to finalize their loan or investment choice. Reverse-showrooming perfectly illustrates the need for consumers to be able to book an appointment at the branch location of their choice. After all, numerous other industries such as retail and restaurants allow consumers to use mobile tools to schedule appointments and make reservations. Key Takeaway: Mobile appointment booking tools are a triple win: the CFO is happy to maximize ROA, the COO is thrilled to deliver the right branch experience, and the member receives timely and expedited service that fits into their busy schedule.
Banking Satisfaction Factors
[Updated September 2025] A recent survey of more than 3,800 consumers by Market Force Information revealed four major factors that shape satisfaction in banking: Transparency & Fairness Security & Reputation Ease of Doing Business Location Convenience Most credit unions already excel at transparency and security. But when it comes to making banking easier and more convenient, many still have room to grow. And that’s where appointment scheduling can make a big impact. Connecting Convenience with Ease of Doing Business “Ease of doing business” and “location convenience” are closely linked. Members don’t just want a branch nearby—they want it to work on their terms. Online and mobile appointment booking gives members the ability to plan their visits around their lives, not the other way around. Instead of walking in and waiting, members can arrive at a time that works best for them, knowing they’ll be seen right away. Advisory Services: The Human Connection While digital banking handles many transactions, in-person interactions still matter—especially when it comes to financial advice. Members want to talk to a trusted professional when making decisions about mortgages, auto loans, or investments. According to the survey, these advisory moments are some of the strongest opportunities for credit unions to build satisfaction and even generate referrals. By offering appointment scheduling, credit unions ensure these important conversations are efficient, personal, and stress-free. Staff have time to prepare for the meeting, and members feel valued and heard. Boosting Staff Productivity Appointments also help staff plan their day. Instead of juggling unpredictable walk-in traffic, they can balance scheduled advisory sessions with other member needs. This creates a smoother flow in the branch and ensures no one feels rushed. The result? Happier staff and happier members. Key Takeaway Appointment scheduling isn’t just a convenience—it’s becoming the new standard in credit union service. By making it easy for members to book time for financial advice and other key services, credit unions can raise satisfaction, improve staff productivity, and strengthen loyalty. Would you like me to also create a short sidebar/box of “Member Benefits vs. Staff Benefits” so this blog feels more skimmable for readers? The following section is the original post from November 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent survey of more than 3,800 consumers by Market Force Information found four major factors that impact customers’ satisfaction in banking: Transparency & Fairness Security & Reputation Ease of doing Business Location Convenience The vast majority of credit unions have items 1 and 2 well covered, but many continue to work on items 3 and 4, which are in many ways closely intertwined. One of the best ways to unite the Ease of Doing Business and Location Convenience factors is via online and mobile appointment scheduling. This is particularly true when it comes to financial advice; in fact, the report concludes that “in-person interactions, such as advisory services, present some of the strongest opportunities for retail banking to increase customer satisfaction and drive referrals.” Key Takeaway: Appointment setting for advisory services – and many other important financial decisions – will be the norm in the next few years at credit unions looking for ways to increase member satisfaction and boost branch staff productivity levels.
Mobile and Branch Ties Extended
[Updated September 2025] For years, industry experts have debated whether mobile banking would replace the branch. But what we’re seeing instead is something much more powerful: the two channels working together. Take Axis Bank in India as an example. They recently launched a mobile app that lets customers search for and reserve safe deposit boxes. Instead of making multiple trips to a branch, members can reserve space, gather documents, and arrive fully prepared. It’s a simple innovation, but it shows how mobile can complement branch service rather than replace it. Why Mobile + Branch Is the Winning Formula Members want convenience, but they also want human connection. That’s why the most forward-thinking financial institutions are designing mobile tools that guide members toward better in-branch experiences. The model is simple: Mobile gives flexibility. Members choose when and where they want service. Branches deliver trust. Staff provide personalized, face-to-face support. Together, they create efficiency. Less wasted time, smoother visits, and happier members. This combination is especially valuable for services that require preparation—whether it’s KYC documents for a safe deposit box in India or loan paperwork at a U.S. credit union. Better Lobby’s Approach: The Mobile Appointment Booking Tool At Better Lobby, we heard the same thing from credit unions: members want to easily book appointments at a time and place that works for them. That’s why we built the Mobile Appointment Booking Tool. This tool acts as the perfect bridge between mobile convenience and branch service. Here’s how it works: Members book appointments directly from their smartphones—no calls, no waiting. Automatic reminders prompt them to bring the right documents, preventing delays. Staff see appointments in advance, prepare accordingly, and deliver better service. Branch traffic is more balanced, reducing wait times and improving efficiency. Just like Axis Bank’s locker booking tool, Better Lobby’s appointment system takes something that could be frustrating and turns it into a streamlined experience. Why It Matters for Credit Unions Mobile booking tools aren’t just a tech trend—they’re fast becoming an expectation. As consumers get used to scheduling everything from doctor’s visits to restaurant reservations on their phones, they’ll expect the same from their credit union. For credit unions, this shift offers big benefits: Higher sales conversions: Members show up prepared, staff are ready, and the process is smoother. Improved member satisfaction: Convenience and personalization in one package. Operational efficiency: Reduced walk-in chaos and better use of staff time. Key Takeaway Mobile and branch aren’t competing—they’re converging. Tools like Better Lobby’s Mobile Appointment Booking bridge the gap, helping credit unions deliver service that’s both convenient and personal. The future of member service isn’t about choosing between digital and branch—it’s about making both stronger, together. The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The relationship between mobile and branch banking is evolving and it’s interesting to see the channel connections that some banks are making. Axis Bank, India’s third-largest private sector lender, demonstrates how the two work together with the launch of a new mobile application that allows its customers to search for and reserve safe deposit boxes. At Better Branches Technology, our customers told us that it was important for CU members to be able to easily create an appointment at a time and location convenient for them – so we developed our Mobile Appointment Booking Tool. The Booking Tool helps increase branch sales success by reminding visitors to bring the information necessary to their scheduled meeting, while Axis Bank’s tool reminds consumers to bring all of the KYC (know-your-customer) documents that are required to rent a new box. Key Takeaway: Innovative ways continue to be developed for consumers to use their mobile devices to interact with their FI’s branch network. These mobile booking tools will only continue to grow in popularity as consumers come to expect this type of convenience.
Branch Appointments Optimize face-to-face interactions
[Updated September 2025] The future of the branch isn’t about replacing people with technology—it’s about using technology to make face-to-face interactions more meaningful. A new report from Celent, “Optimizing Face-to-Face Interactions: The Missing Link in Branch Channel Transformation,” makes this point clear. Celent’s research places digital appointment booking at the very top of branch transformation priorities, ranking it just behind customer experience surveys and process analytics. They even call these capabilities “proximate needs”—improvements that can’t wait for long-term strategies. Why Appointments Matter Right Now In an age of mobile-first convenience, members don’t want to wait in line or wonder if the right staff will be available when they arrive. They expect the same ease of booking a meeting with their credit union that they get when scheduling a haircut, a doctor’s appointment, or even a grocery pickup. Appointments benefit both members and staff: For members: Less waiting, smoother service, and confidence that their needs will be addressed. For staff: The chance to prepare in advance, focus on the right solutions, and deliver better cross-sell and upsell opportunities. For the credit union: Higher satisfaction, stronger loyalty, and more efficient use of branch resources. Without appointment tools, branches risk missing the mark on service at a time when every interaction counts more than ever. Better Lobby’s Fast, Affordable Solution The good news is that adding appointment booking doesn’t require years of planning or massive IT projects. With Better Lobby’s Branch Appointment Modules, credit unions can: Roll out appointment booking quickly—both online and mobile. Give members the power to schedule visits on their own time. Integrate seamlessly with staff calendars, ensuring everyone is on the same page. Improve branch traffic flow and reduce congestion during peak hours. These modules are designed to be affordable, fast to implement, and flexible enough to grow with your branch network. The Bigger Picture: A Branch That Works Like Digital Appointment booking is more than just a scheduling feature—it’s a signal that your credit union is adapting to member expectations. It bridges the gap between digital convenience and the trust of in-branch service, ensuring that branches remain relevant in an increasingly digital world. Key Takeaway Celent’s research is clear: appointment booking is a must-have. Credit unions don’t need to wait for a “future branch strategy” to get started—this is one upgrade that delivers immediate value. With Better Lobby’s appointment tools, credit unions can meet rising expectations today while laying the foundation for stronger, smarter branches tomorrow. The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Celent recently released a new report titled “Optimizing Face-to-Face interactions: The Missing Link in Branch Channel Transformation” and in it they examine future branch trends. The research firm confirms our view that branch appointment booking is a “must have” feature – in fact, it rates number three on their list: Branch customer experience surveys Desktop and process analytics Digital appointment booking They even go so far as to label these as “proximate needs” that demand immediate attention! Fortunately, our Branch Appointments Modules are both quickly implemented and affordable, which makes this is one need that can be readily checked off of any credit union’s must have service list. Key Takeaway: Now is the time to add mobile and online appointment booking to your branch networks. It is simply too important to wait until a “future branch strategy” can be fully formed and implemented.
Balancing Tradition and Technology: The Continuing Relevance of Credit Union Branch Locations
Despite the rapid advancement of technology in the banking sector, credit union members continue to express high levels of satisfaction with their institutions. According to the Credit Union Satisfaction Index 2015 by CFI Group, credit unions consistently rank among the highest in terms of customer satisfaction. While online and mobile banking have become increasingly influential factors in member satisfaction, the importance of physical branch locations remains surprisingly strong. Understanding Member Satisfaction The CFI Group’s report sheds light on the factors driving member satisfaction within credit unions. Unsurprisingly, online and mobile banking platforms play a significant role in shaping the overall member experience. These digital channels offer convenience and accessibility, allowing members to manage their finances anytime, anywhere. However, despite the rise of digital banking, the importance of physical branch locations cannot be overstated. The Resilience of Branch Locations Contrary to expectations, the report reveals that branch locations maintain their significance in the eyes of credit union members. Only a small percentage of respondents—11%—consider branch locations to be of little or no importance. This finding underscores the enduring value of in-person interactions and the role that physical branches play in fostering trust and building relationships with members. Embracing Convenience and Connectivity The modern banking landscape is characterized by a blend of traditional and digital channels, each offering unique benefits to members. Recognizing the importance of both physical branches and digital platforms, credit unions are exploring innovative ways to marry these channels seamlessly. One such solution is the implementation of online and mobile branch appointment setting applications. Introducing Mobile Appointment Booking Tools Mobile appointment booking tools offer credit unions a practical means of bridging the gap between physical and digital channels. These applications empower members to schedule branch appointments conveniently from their smartphones or tablets, enhancing accessibility and streamlining the branch visit experience. By leveraging such tools, credit unions can meet the evolving needs of their members while maintaining the personal touch of in-person interactions. Benefits of Mobile Appointment Booking The adoption of mobile appointment booking tools brings numerous benefits for both credit unions and their members. For credit unions, these tools optimize branch resources, reduce wait times, and improve overall operational efficiency. Additionally, they enhance member satisfaction by offering a convenient and hassle-free appointment scheduling process. Enhancing Member Experience From the member’s perspective, mobile appointment booking tools contribute to a more seamless and personalized branch experience. Members can schedule appointments at their convenience, ensuring dedicated time and attention from branch staff upon arrival. This personalized approach fosters stronger relationships between credit unions and their members, ultimately driving loyalty and retention. Key Takeaways In an era marked by technological innovation, the importance of physical branch locations in the credit union industry remains steadfast. While online and mobile banking platforms offer unparalleled convenience, the personal touch of in-person interactions cannot be replaced. By embracing solutions such as mobile appointment booking tools, credit unions can effectively marry tradition and technology, delivering a superior member experience that transcends digital boundaries.
Better Lobby’s Mobile-First Solutions: Revolutionizing Credit Union Member Services
Better Lobby’s Mobile-First Solutions: Revolutionizing Credit Union Member Services In the digital age, convenience is paramount. Better Lobby recognizes this and has tailored its offerings to enhance the experience of your credit union’s members and your team alike. Our suite of mobile-first solutions is designed to streamline operations and elevate member satisfaction by bringing essential services directly to their fingertips. Key Features of Better Lobby’s Mobile-First Solutions Mobile Appointment Booking Members can easily schedule their appointments using their mobile phones. This convenience eliminates the hassle of traditional booking methods and allows members to manage their time more effectively. Text Messaging for Enhanced Communication Communication is crucial in building trust and maintaining member satisfaction. Our text messaging feature allows your team to stay connected with members before, during, and after their visits. Whether it’s sending important updates or friendly reminders, enhanced communication ensures your members feel valued and well-informed. Online Queuing With Better Lobby’s online queuing, members don’t need to physically wait in line. They can join a queue from anywhere—be it their home or workplace—and receive updates on the best time to visit. This feature transforms wait time into their time, improving convenience and overall satisfaction. QR Code Kiosk Move over traditional kiosks; the future is here with QR code technology. Members can check themselves in using their own devices by simply scanning a QR code. This not only speeds up the check-in process but also enhances safety by minimizing physical contact. Benefits for Your Credit Union Streamlined Operations: By reducing the time spent managing queues and appointments, your staff can focus more on delivering quality member service. Increased Member Satisfaction: Quick, personalized services significantly boost member satisfaction, turning occasional visitors into loyal members. Marketing Leverage: Our online queuing system can be used strategically to promote specific services, enhancing your marketing efforts and improving service uptake. We invite you to see firsthand how Better Lobby can revolutionize your credit union’s operations. Schedule a demo today and explore the myriad possibilities our mobile-first solutions offer. Let Better Lobby help you elevate your credit union to new heights of efficiency and member satisfaction. Request a Demo
Increasing credit union relevancy
In a recent Financial Brand article Andre Iervolino, former CTO at Rev Credit Union, laid out 10 key change factors CUs must understand, plan for, invest in, and — in particular — execute on in order to not only remain relevant in banking’s future, but increase their relevancy. One of his 10 items was: Employees will be trained to identify member needs by life stage and will be empowered by tablet banking and personalized appointment scheduling platforms to be able to carry on comfortable interactions and conversations as they and the member walk around the open space at the branch and connect emotionally. Key Takeaway: Mr. Iervolino, who has over 20 years of credit union experience, makes some valid and interesting observations in his article (see article here). We directly address the two items mentioned above with our Kiosk and Appointment solutions. Plus we also offer other modules (video banking, online queueing, etc.) that greatly assist credit unions in their quest to increase relevancy in a world where consumers have a plethora of options for managing their finances.
Taking a Consultative Approach
In a recent Banking Exchange article, this question was posed: Can education and consultations really keep traditional FIs competitive? The author states that the answer is a definitive Yes. He points to Best Buy as a real-world example. In a successful effort to differentiate themselves from Amazon and other pure online retailers, the electronics vendor introduced an advisor program in 2016 for free in-home consultations. This decision ultimately helped Best Buy built trust and loyalty that continues to help keep the company healthy today. Key Takeaway: As branch transactions continue to decline, the need for personalized advice and consultation continues to grow. Whether in-branch (via appointments or walk-in) or by Video (appointment or unscheduled), Better Lobby Solution makes it easy for CUs to hold productive and consultative member visits in whatever channel the member desires.
Branch Formats Evolve
Branches remain the dominant channel for opening new accounts or applying for loans, according to research from Big 4 accounting firm Deloitte. Plus as a first human point of contact, the branch carries a tremendous amount of weight in trust, reputation and brand building, their report states. Branches continue to transition away from transactions and focus on advice, guidance, problem resolution and good old fashioned face-to-face service delivered by knowledgeable staff. Many credit unions are finding that the best way to provide access to their banking experts is by appointment scheduling. Key Takeaway: Branch formats continue to evolve for many CUs, and more often than not this evolution centers around offering convenient appointments to busy members.
Redefine the Branch Experience
Research continues to show that most Americans still prefer branches for more complex financial needs and advice. The consensus among industry observers is that branches must quickly transition away from transactions to become centers of advice and sales. In order to make this transition, your branch staff will need the latest technology and tools that will empower them to better engage with members. One tool that helps deliver higher levels of service is texting. Americans of all ages enjoy and use texting on a daily basis for quick communication. We have developed texting tools that your members will appreciate, e.g., Text Me When I am Soon to be Served; Parking Lot Check-in via text; and Notify Now that permits your staff to text waiting visitors that it is their turn for service. Key Takeaway: Redefining the branch experience demands innovative software. This is our reason for being: providing innovative, affordable software solutions that help CUs deliver the highest standard of service.
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.
Michigan CU Reaps Rewards from Keeping Lobbies Open
Michigan First CU has kept all of its 30 offices open during the pandemic and was rewarded with record business results, according to CEO Michael Poulos in a recent CUToday article. The $1.3-billion CU actually enjoyed the highest number of new accounts during a recent four month-period. The CU committed to rigid CDC safety standards and has also relied on appointments. According to Poulos, “we did ask members for their help. We asked them if they had to speak with one of our team that they try to schedule the appointment, which helped with addressing traffic in the branches and just doing business.” Key Takeaway: Branch appointments provide a convenient and welcomed alternative for members who do not want to wait in your lobbies.
Appointments More Important Than Ever Post-COVID
Coronavirus has not eliminated members’ need to transact or finalize complex financial arrangements in the branch. Nor has it lessened member desire to speak with CU employees face to face about financial products and services. In a recent PYMNTS article, the author concluded that: “In-branch banking will exist long after the pandemic has abated, but it may shift from what consumers were used to seeing.” This shift will certainly see the current surge in online and mobile transactions continue. Simultaneously, it will also include increased demand for appointments for opening new accounts, financial advice and face to face problem solving. Appointments represent a win-win for CU staff and members: they can be granularly scheduled to limit lobby traffic and thereby comply with social distancing requirements. Key Takeaway: Now, more than ever, is the time to allow your members to book appointments with your CU.
Branches Play a Key Role in Every CU’s Digital First Strategy
NCR’s SVP and General Manager Doug Brown recently observed that “the branch is a digital ecosystem in and of itself and it should be connected to the digital banking, self-service ecosystem.” He is convinced that the branch can play a vital role in the creation of a “digital first” financial institution – and so are we. We have developed three solutions that enable CUs to connect their branches directly to their members’ digital experiences: 1) the Mobile Appointment Booking Tool; 2) Online Queueing; and 3) Video Meeting Queues. Key Takeaway: One of the primary missions of Better Branches Technology is to help bring your CU’s branch experience into the 21st century, and we accomplish this via innovative software that links your digital channels to your branches.
There is Synergy in Blending the Physical and Digital
By some accounts, digital brands with a physical presence grow eight times more quickly. For example, Amazon continues to make a big push into the physical channel – the online giant recognizes that there is synergy in blending the physical and digital, where all touchpoints support each other and understand what role they play. We pride ourselves on providing CUs with the tools that they need to build bridges from their digital channels to their branch network, e.g., our Mobile Appointment Booking Tool and our latest Online Queuing module which enables branch visitors to place their name in the Better Lobby Main Service Queue (for walk-in service) before arriving at the branch so that they spend less time waiting in the lobby for service. Key Takeaway: Your members are increasingly moving their transactional banking to mobile/online banking, yet they still have a huge desire for physical experiences, and this will never change.
Branches Drive New Business
According to the World Branch Report, three out of five (60{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) retail banking executives say the branch is their leading sales channel — counting account opening, credit cards, insurance, investments, and loans. While overall branch transactions and visits are down, the fact remains that branch visits continue to produce the largest proportion of loan and other new business. However as research firm Novantas points out, visitors demand quality conversations when they make the effort to come into a branch. One way to ensure quality visits is to offer appointments so that branch staff are adequately prepared for every visit. Plus, appointments help increase branch sales success by reminding visitors to bring the information necessary to the meeting. Key Takeaway: To help increase use of appointment scheduling software, Novantas suggests promoting the idea to consumers that they will get better service with the right professional by scheduling.
Cutting Edge Kiosk Features
We are excited about the latest enhancements to our Better Lobby Kiosk that are now available in Version 5.0. It includes some valuable new features: • Text Me When I’m Soon to be Served – optional text feature available to advise visitors when they are near the top of the service queue. • Text Me an Appointment Link – this kiosk link makes it easy for visitors at busy branches to open the Mobile Appointment Booking Tool on their mobile device. • Support for Online Queuing. Key Takeaway: This provides a way for credit unions to leverage SMS technology to enhance the member experience, while building another bridge from the digital channel to the branch.
Why tech-savvy members still visit branches
About three-quarters of Gen Y (73.4 percent) have visited a branch to open an account, according to a J.D. Power retail banking study. Moreover, about 60 percent of younger adults told the research firm that they have visited the branch within the last three months. And according to a 2018 Gallup survey, 66 percent of millennials had visited a brick-and-mortar branch in the previous six months. These facts come from a Bankrate article that also uses an interesting term: IRL (in real life) banking. When it comes serious financial interactions such as mortgages, financial consultations, business startup advice, etc., it turns out that even the most tech savvy people prefer a branch visit. Key Takeaway: When your members seek monetary advice or need to discuss complex financial needs, one of the best ways to satisfy this need is to offer them a convenient digital appointment booking option. CUs that offer appointments to help satisfy IRL banking needs can also make better use of specialized employees that float between branches, who can now potentially see more members within a day.
Branch vs. Digital Banking Debate
A recent Financial Brand article highlighted the fact that too much focus on the back and forth debate over branch and digital preferences of consumers diverts attention from providing a superior member experience. The article concluded that people expect hassle-free interactions and a satisfactory result no matter how they do business with your credit union. Our CU clients have found that offering appointments to their time-pressed members is a great way to build a bridge between their branches and their digital channels. They note that the convenience of quickly and easily booking a branch appointment helps boost member satisfaction levels, while increasing staff productivity. Key Takeaway: Your CU can help solve the Branch vs. Digital conundrum by allowing members to schedule appointments via the Web, mobile devices or by contacting agents through your contact center.
Millennials Still Want Branches
“As Millennials grow older, they express increasing interest in visiting a physical location once they have exhausted their online research,” states Joe Wheeler, Senior Director, Mid-Size Bank Practice at J.D. Power. He also emphasizes the fact that CUs that want to exploit this opportunity to work with Millennials must make sure branch staff is appropriately prepared. We would add that the best way that they can be prepared for these important branch visits is by appointment scheduling. Key Takeaway: Not only do our appointment tools provide your staff the opportunity to prepare for meetings in advance, but follow-up meetings are also made easier to arrange as staff can be identified by name and picture on our Mobile Appointment Booking Tool.
Effective Financial Guidance Starts with Appointments
In a recent article in Forbes, a CUNA Mutual Group executive stated that a retail branch model that focuses on in-person advice and service is the branch’s most promising future. He states “fully 78{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of retail bank customers want guidance from their banks, according to a JD Power study. And the most effective way to deliver that guidance is still face-to-face.” We would add that the best way to deliver this advice is by appointment. If branches are the ideal place for complex conversations to take place, then the best way to make sure that the right person is available to handle these important lengthy consultations is to have an appointment booked on their schedule. Key Takeaway: Our Mobile Appointment Booking Tool gives your staff the opportunity to thoroughly prepare for their meetings in advance, and also increases branch sales success by reminding members to bring the information necessary to the meeting.
Appointments help CUs keep branches alive and thriving
A recent CU Journal article pointed out that members no longer visit branches to complete transactions that they can do online. Instead they stop by for help with more complex issues, such as applying for a loan, opening an account, seeking financial advice or dealing with a problem. While we certainly agree with this assessment in general, increasingly “stop by” is not applicable. That is because more and more CUs are adding appointment setting capabilities such as those delivered by our Mobile Appointment Booking tool to their website. Many members find it much more convenient to schedule an appointment than to simply stop by a branch, while CUs are finding that allowing their members to book appointments is a great way to increase long-term loyalty. Key Takeaway: Appointments are a great way to grow brand awareness, increase your staff productivity, open more accounts, and develop your member base.
Branch Service Enters a New Era of Appointments
In a recent Credit Union Times article, iQ Credit Union’s SVP of Retail Delivery Ali Migaki said the most common reasons for branch visits today at their CU are to: 1) open a new membership; 2) discuss major financial moves that will impact the member’s life; and 3) pick up a new payment card after a fraud incident instead of waiting for one in the mail. All 3 of these reasons are well suited to the use of appointments to facilitate a successful single visit meeting. Our Appointment software reminds visitors to bring all of the important information necessary to the meeting, while providing staff the opportunity to properly prepare for the meeting in advance. Plus our Appointment Assistant feature is a perfect tool for helping CU contact center staff – or any CU employee – confidently book member appointments with co-workers who are qualified to perform any particular service. Key Takeaway: Many of your members still strongly desire face-to-face meetings and will appreciate the ability to conveniently book an appointment on their mobile device, tablet or computer.
The Branch Debate
In a recent blog, Mark Smith, President of Kitewheel (a self-described new-age Marketing Technology company), calls for FIs to “fully integrate branch networks with all the other digital channels…” and points out that consumers “want to be able to use both physical and digital systems whenever they choose – and they expect them to work together, in perfect harmony.” We couldn’t agree more with his recommendations – it often seems that too much time is wasted on “the branch is dead” debates when consumers of all ages still want to visit branches. Credit unions need to continue working on an always-on member experience that meets members where they want to be met. Our Better Lobby platform is specifically designed to make this important connection between your digital channels and your branch network. Key Takeway: Allowing members to book appointments 24/7 on their mobile device, tablet or computer with your CU underscores that your CU offers a full range of options, and places a priority on convenient and timely access to your branch staff.
Branch Transformation Trends
Branch Transformation for Financial Institutions, a complimentary industry guide produced by ATM Marketplace, takes an interesting look at how can FIs integrate physical and digital channels in order to achieve a truly omnichannel “phygital” strategy. The guide covers new tech for the teller platform, video systems, and tablets. Our Better Lobby platform integrates with all of these areas, e.g., our Fast Visit Recorder can help with teller/universal banker productivity; our Video Meeting Queue Module provides the member service management component missing from video conferencing systems; and our user-friendly Kiosk software supports all manner of tablets for both Self Check-in and Staff Concierge visitor check-in. Key Takeaway: We believe branch transformation can be a competitive differentiator for your CU, and we are here to help you use technology to provide a superior member experience.
Technical Innovation in CU Branches
Codigo, a provider of marketing tools, released research that shows that the number of FIs planning to equip universal bankers (or other staff members) with tablets shot up 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2017 to 51{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018. Interactive kiosks and interactive teller machines both came in at 44{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018, a ten percentage point increase. Both video conference technology and the trendy “video walls” saw increases (from 13{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} and from 8{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 28{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} respectively). We are well prepared to help CUs of all sizes, affordably address these important trends: For tablets and kiosks, we offer our Kiosk for Self Check-in and Concierge module that can be used on an iPad, Surface Tablet or touch-screen equipped PC – this software frees visitors to engage in other branch-provided activities with the confidence that staff know of their arrival and that they will be served in the appropriate order. In terms of video meetings, our Video Meeting Queue Module makes it possible to seamlessly manage and serve branch visitors from any video-equipped location. When it comes to “video walls”, we provide CUs with our Branch Service Queue Display module that allows waiting members to know their position in the service queue – it is compatible with a variety of standard flat screen monitors and its appearance can be fine-tuned to meet your operational and branding requirements. Key Takeaway: It is essential that Credit Unions use technical innovation to compete in their local marketplace. Better Branches Technology is here to help.
Small Businesses Prefer Branches
J.D. Power reports that 61{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of small businesses in its sample survey are much less likely to use digital banking channels, and are still classified as “branch dependent.” The research firm concluded that businesses still value working with a live person in a branch who understands what they do and what they need. The reality is that busy business owners who value face-to-face interactions don’t have time to wait in the lobby to meet with your staff. Many observers believe that they would really appreciate the ability to schedule an appointment with your CU in the branch of their choice. Key Takeaway: Credit unions looking to target small business owners should strongly consider adding appointment scheduling in order to deliver the personal touch that these businesses are looking for in their financial relationships.
Intelligent Branch Banking
According to a recent McKinsey study, a staggering 80 percent of Americans still want that branch-level human touch on some or all of their banking needs – particularly when they are looking for loans, investments and financial advice. Cisco executives like to use the term “Intelligent Branch Banking” to describe a branch that drives better orchestration between digital applications and physical infrastructure, blending experience in a way that delights employees and visitors alike. They contend that a blended approach of digital technology and face to face branch service is the key to making future branches fast, safe and relevant. Key Takeaway: We agree with Cisco’s assessment and believe that online/mobile appointments are a key component of Intelligent Branch Banking because appointments represent a perfect blending of the digital and branch experience.
Appointments Help with “Moments of Financial Truth”
During a brainstorming session of financial professionals at a recent BAI conference led by Jim Eckenrode, managing director for Deloitte’s Center for Financial Services attendees came up with the following ideas on how to make branch banking more appealing to consumers who are seeking assistance with their important financial matters: making appointments online for branch visits increased use of biometrics smaller branch buildings more highly trained staff One session participant noted that “we also know that in those moments of truth, somebody who may be very tech savvy may not be savvy in the way of financial affairs. In those moments of truth, where most customers want a human interaction, branches are the ideal places for that.” Key Takeaway: The vast majority of your members want to make major financial decisions with the assistance of one of your employees at one of your branches. Appointments help make meetings successful by reminding members to bring the information necessary to the meeting, while simultaneously providing your staff the opportunity to thoroughly prepare for the meeting in advance.
What do Millennials want from their FIs?
In a recent Forbes Magazine article Sebastian Rymarz, Chief Business Officer for Fundbox, postulates that consumers, especially Millennials, want the following items from their FI: less friction and more help personal attention the customized service they’re used to getting when they’re logged in on their devices to carry over to their in-branch experience One way to meet all three of these needs (and others as well) is by allowing your members to book appointments with you on their mobile devices and PCs/laptops. Key Takeaway:Our Mobile Appointment Booking Tool facilitates personalized service and provides a perfect complement to your mobile and online banking systems.
Branches for the Digital Age
McKinsey and Company believes that far from rendering the branch obsolete, digital technology holds the key to the branch of the future. They state that smart-branch transformation builds on three pillars: the seamless integration of cutting-edge branch technology, which has become cheaper, more reliable, and more accessible; the adoption of radically new, teller- and desk-free branch formats at every location; the use of digital technology and advanced analytics to improve the operating model in branches, including personalized, data-driven sales and real-time performance management and skill development Key Takeaway: Better Branches is here to help credit unions with their smart branch efforts via these modules: Video Meeting Queue Module; Kiosk for Self Check-in and Concierge; Branch Service Queue Display; and Mobile Appointment Booking Tool.
Millennials Inclined to Switch FIs to Obtain Better Service
Four in 10 millennials say they have switched FIs due to poor service, and nearly twice as many (77 percent) say they would switch to a FI offering better service, according to new research from Humley, a creator of artificial intelligence chatbots for enterprise. This begs the question: how do you deliver great service to millennials that love their mobile devices yet still want access to branches like every other demographic? Part of the answer lies in building a bridge between these two channels with online/mobile appointment booking capabilities. This helps ensure that every branch visit is both convenient for the member and productive for your well-prepared staff. Key Takeaway: Don’t risk losing mobile-loving millennials (or any of your other members) to a rival institution – make banking fit their digital lifestyles by allowing your members to schedule in-branch appointments online and through mobile devices.
Credit Unions Reinvent the Branch Experience
In a recent interesting Credit Union Times article, Peter Strozniak pointed out that “to create that experiential brand marketing, credit union executives are redesigning branches and cross-training staff to make the credit union experience personal, memorable, different and engaging – indelible positive member emotions that simply cannot be duplicated through digital channels.” As more CUs transition to “branch of the future” designs, they will need to implement new software tools and techniques. Here are three ways that Better Lobby can help: • Fast Visitor Recorder – provides an efficient, accurate way to record short visits in a Universal MSR environment • Video Meetings Queue – makes it easy to connect your staff to your members via video technology • Mobile Booking Tool – plays a key role in every CU’s Future Branch strategy Key Takeaway: New branches with open designs facilitate valuable face-to-face interactions between staff and members, especially when combined with a robust visitor management and appointments platform.
Americans Prefer Branches Over Mobile Apps for Opening New Accounts
A recent survey by consulting firm Novantas found that while mobile banking apps keep getting better, 60 percent of Americans would still rather open a new checking account in person at a branch than on a phone, tablet or desktop computer. Not surprisingly, the Novantas research concluded that Americans’ preference for visits to branches over online banking stems from a strong desire to work with someone in person to resolve any issues that may arise. Key Takeaway: Adding appointment booking capabilities like those we offer via our Mobile Appointment Booking Tool to your website is one of the best ways to meet consumer demand for opening a new checking account in person at one of your branches.
Branches aren’t going away
In the U.S. today, there are about 86,000 retail bank branches and another 21,000 credit union branches. In the first half of 2017, according to the FDIC, about 200 branches closed and another 100 new branches opened every month. So the expected decline this year will be a little more than 1000, a slower rate than in recent years. Survey after survey has shown that members from every demographic still want to visit the branch even as they use mobile and online banking, ATMs and other channels. Every credit union must acknowledge this fact and work hard to make the branch visitor experience the best it can be. Key Takeaway: Our Better Lobby platform makes visitor check-in and service tracking fast and easy, while providing visitors with their position “in line” and management with important information on visits, wait times, services and staff utilization.
Credit unions turn to video
Video interaction services can help enable credit unions to centralize their experts. This technology, which is becoming more affordable and commonplace, allows members to have a lifelike meeting experience with CU employees in smaller branches where it is not feasible to deploy mortgage, investment and other specialized staff. The next step is BYOD (Bring Your Own Device) where credit union employees can interact via video with members not only in the branch, but wherever they happen to be – in the comfort of their home, in their workplace, or even on the go. At Better Branches Technology, we are prepared to assist credit unions with all of these scenarios by helping them utilize scheduled calls, where credit union staff invites a member to join a video meeting at a given date and time. Key Takeaway: Video conferencing helps optimize staffing resources and adds a whole new level of convenience for members.
People still like the personal touch
Every year, the IMF conducts a global survey to assess people’s access to financial services. The most recent data from October 2017 show the number of branches per 100,000 adults holding remarkably stable in recent years. When it come to important financial matters, advice and problem solving, most people still have a preference for face to face human interaction. They also prefer to have those branch interactions to be both 1) convenient and 2) taken care of in a timely manner. In order to satisfy those two requirements, credit unions need to deploy automated solutions that permit members to use nearly any Internet-connected device to schedule branch appointments through their website or mobile app. Key Takeaway: Accepting appointments modernizes how members engage with branches, optimizing the allocation of staff and resources while giving your brand a tech-savvy image.
Gen Z Heaviest Branch Users
Gen Z consumers are surprisingly more likely than any other age group, including Baby Boomers, to visit a branch at least weekly, according to a new study from Accenture. While this may come as a surprise to many, what is not surprising is that the study also revealed that they are the group that is most likely to use mobile banking. The Accenture report also notes that “Gen Z consumers are more engaged than other age groups with financial services across all channels, which will force traditional financial services providers to elevate the experience they offer across mobile, digital and in-bank platforms, as consumers continue to visit the branch regularly.” Key Takeaway: If your credit union is targeting Gen Z members, then you may want to invest in our Mobile Appointment Booking Tool to give them the best of both worlds – a branch visit booked on their mobile device
Branches Are Here to Stay, and They’re Better than Ever
In a recent article in Credit Union Times, managing editor Natasha Chilingerian took an interesting look at how two CUs – IQ CU and Nutmeg State Financial CU – are developing their branch strategies. She found that the branch is alive and well, and they are getting major facelifts. She also concludes that the “branch channel is being integrated seamlessly with digital channels.” Key Takeaway: We agree with these observations and are working hard to do part to integrate these channels with our Mobile Appointment Booking Tool. This software builds a bridge from the online/mobile world directly into the branch in a way that improves member service quality and positively impacts branch sales
Legacy channels probably can’t beat mobile — so they should join it
In a recent article in Business Insider, Senior Research Analyst Dan Van Dyke stated that credit unions “should prioritize adding features such as the ability to view wait times in mobile banking before calling support, the ability to use a mobile phone to gain access to ATMs, or mobile scheduling tools to set appointments with branch employees.” He concludes that “by bridging mobile banking with other channel interactions, banks may be able to raise convenience and user satisfaction in the branch, at ATMs, and in phone banks.” Key Takeaway: Bridging mobile banking with other channel interactions is the wave of the future. When it comes to bridging the branch to the mobile and online channels, our Mobile Appointment Booking Tool is the ideal solution.
Innovation and Appointment Booking
In a recent blog, NCR stated that “innovation and development in the self-service channel will give branch staff more freedom to focus on activities that can deliver genuine value for the business….” Online appointment booking is perfectly suited to achieving this goal of focusing on activities that can deliver genuine value, e.g., opening more accounts, closing more loans, etc. Key Takeaway: Online appointment booking helps with efficiency, and you know exactly why the member is coming in, so it helps with engagement. Without a doubt, appointments help improve sales and service performance in branches.
Merging the Member and the Branch Staff Experience
In a recent blog post entitled “Future of the Branch: Conclusion – It’s about employee experience too,” , an experienced FinTech blogger points out that “for branches to maintain longevity banks must focus on employee experience alongside customer experience, through integration of the technology available to both.” This is an interesting and important observation, but how can both your members and your employees use the same technology? The answer lies in scheduling software – the ability for members to book appointments to visit employees at the branch of their choice at the time of their choice. Our Better Lobby Solution supports two Appointment Modules. The first module is used by staff to manage Branch Appointments within the Credit Union. The second module extends the Branch Appointment Calendar to the Web/Mobile channel so that members can digitally schedule appointments at their preferred branch without the involvement of staff. Key Takeaway: Now is the time to empower your members to book appointments with your branch staff via our Mobile Appointment Scheduler – this affordable tool must be a key component of every CU’s Future Branch strategy.
The Mobile/Physical Divide Represents a False Choice
Amazon, the bastion of e-commerce, has opened stores, along with other tech giants such as Microsoft and Apple, in an effort to reach customers and create new experiences around their products and brands. Even as credit unions move towards a “mobile first” strategy, many of them continue to invest in their branch networks. The bottom line is that the importance of providing easy access to one-on-one appointments with staff will only grow as members increase their use of mobile devices to manage their finances and organize their lives. Key Takeaway: Although mobile looks to eclipse brick and mortar, branches remain very relevant, and one of the best ways to bridge the digital-branch divide is mobile/online appointment booking tools.
More Than Half Of Globe’s Population Now Using Mobile Banking
According to the Mobile Ecosystem Forum’s recent Mobile Money Report, 61{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of people use their mobile phone to carry out banking activity. Yet, even with mobile banking’s booming popularity, around 28{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of the 6,000 people interviewed for MEF’s report said that a branch was the preferred location for daily banking, compared to the 26{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} who prefer mobile. So it is not a matter of channel replacement but more of channel enhancement and integration when it comes to mobile, branches, online, phone and ATM. The bottom line is that physical branches remain central to the retail delivery strategy for most financial institutions. Key Take Away: Members will always choose the most convenient channels depending on their financial needs at the moment, so it is up to the credit union to facilitate this reality by implementing solutions such mobile and online appointment booking capabilities that help merge the digital and physical worlds.
Improving Customer Experience in Banking
A survey of executives in the banking industry revealed that the top three initiatives planned for 2017 among leaders included: 1) removing friction from the customer journey; 2) use of big data and advanced analytics; and 3) improvements in integrated multichannel delivery. At Better Branches, our solutions can significantly help with items 1 and 3. Case in point: Branch wait times certainly equal friction and our Mobile Appointment Booking Tool is perfectly suited to positively impacting branch traffic flow, while simultaneously creating an integrated bridge between your members’ mobile devices and your branch network. Key Take Away: Branch Appointments help to move peak walk-in traffic to non-peak appointment times and provide a welcomed alternative for members who are facing a long wait for service. Plus they can play a key role in any credit union’s multichannel delivery implementation plans.
Instant Issuance and Branch Appointments – A Perfect Marriage
Many progressive credit unions have implemented instant issue card programs in their branches with great success. Instant issuance enables members to walk into a branch and, within seconds, receive a fully-functioning, active payment card. But it is not just new members but increasingly existing members who have lost their cards or need a replacement card due compromised card data that would benefit from instant issuance. This increasingly common scenario represents a great opportunity for members to book appointments with your branch staff to come in and pick up their card. Plus with a traditional, central issuance model, consumers must wait an average of seven to 10 days to receive their cards and even then, data suggests that only 90{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} are ultimately activated. The sooner the card is used, the faster credit unions can benefit from an immediate return on their investment. Key Takeaway: Now is the time to combine your instant issue technology with an affordable digital appointment booking platform like our Mobile Appointment Booking Tool – a convenient solution that assures 100{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} card activation and faster interchange income.
Booking Rooms as well as Branch Specialists
The start of a new year is always a good time for predictions. Jon Voorhees, a consultant with Peak Performance Consulting Group , makes this prognostication for branches: “Customers may be able to communicate with branch personnel via Skype and more banks will also have private soundproof rooms in which customers can have face-to-face conversations with offsite bank specialists via video-conferencing.” We could not agree more, and it is interesting to note that he mentioned rooms as well as specialists. We recently addressed this need with enhancements to our platform that coordinate video conferences for both staff, and up to two video equipped conference rooms that may be required for a meeting. Key Takeaway: Make sure that any appointment booking solution that your credit union considers is capable of booking rooms as well as appointments for your employees.
Video Conferencing is a Top Branch Priority
At the recent Future Branches conference, attendees were surveyed on many topics. In terms of the “technology needed in the branch of the future,” 63{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} indicated that enhanced ATMs and video sessions with advisors were their top priorities. “Mobile” finished second in the poll which is interesting because most people would not think about mobile and branch technology together. But they can certainly complement each other, e.g., our Mobile Appointment Booking Tool allows members to quickly and easily schedule appointments from any mobile device, tablet or computer. Key Takeaway: You can “future proof” your credit union by investing in a branch scheduling software now and add video conferencing as your budget allows.
Consumers Expect Multi-Channel Services, Yet Many Still Prefer Branch
Fiserv’s recent Expectations & Experiences quarterly consumer trends survey reveals that while 53{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of those surveyed said they prefer to use online or mobile banking for everyday transactions, a robust 44{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} favored a branch location. Our Mobile Appointment Booking Tool provides an ideal way to blend the digital and the physical worlds. Members can use their mobile device or PC to book the most convenient time for them to visit their favorite branch, thus ensuring a speedy and productive visit. Key Takeaway: Members increasingly expect financial services on their terms, and credit unions must make it easy for them to conduct business at their branches. The best way to achieve this is by implementing an appointment booking system.
Millennials are visiting Branches
Qualtrics, in conjunction with Accel, recently surveyed 8,000 adults to learn how the different generations approach their money and payment options. What they found is that while Millennials are heavy mobile banking users, 30 percent of them report that they visited a financial institution branch in the past week. Meanwhile, 33 percent of baby boomers said the same. Key Takeaway: all demographics want to keep using digital channels and still visit branches, because convenience and access are important to them all!
Consumers Love Mobile Banking Apps… But Still Need Branches
This is the title of a recent article in the Financial Brand and in the article they also cover four areas that impact a consumer’s satisfaction level with their financial institution. They are: Location Convenience Ease of Doing Business Transparency and Fairness Security and Reputation The vast majority of credit unions certainly excel in all four categories and we strive to help them blend the first two on the list with our Mobile Appointment Booking Tool. In action, it could be as simple as booking an appointment online or on a smartphone to come by discuss a new auto loan or HELOC, so something more sophisticated like having them see a targeted ad in a mobile app for a specific banking product, research that product, click a link schedule an appointment at the branch. Key Takeaway: Mobile banking and branches are perfect partners in making it easy for members to conduct business with your credit union.
Phygital Banking
Phygital (physical plus digital) is a marketing term that describes blending digital experiences with physical ones. As members become more reliant on their smartphones for their banking needs, there will be more instances that arise in which they will want to connect the digital experience with the branch experience. Our Mobile Appointment Booking Tool is a perfect example of connecting the digital (smartphone, PC, tablet, etc.) to the physical (the nearest branch that is most convenient for your members to visit). Another example of a phygital presence is evident in the trend where credit unions send universal bankers out on the floor with a tablet to greet members and direct them either to a teller or an account manager – we facilitate this process with our Kiosk for Self Check-in and Concierge solution. Key Takeaway: It is not difficult – or expensive – to increase the integration of digital with the physical branch if you have the right software solutions in place.
The in-person experience at branches is still important!
A new study of more than 9,500 consumers by Market Force Information found that one-fifth of respondents said they went into a branch in the last 90 days to speak with a branch employee about new products and additional services. Those who did reported 5{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} higher satisfaction levels than those who didn’t, and they were 8{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} more likely to recommend their financial institution to others. These numbers illustrate exactly why we developed our Mobile Appointment Booking Tool – so that your members can schedule an appointment at their convenience to come talk to your branch staff about new products and additional services. Key Takeaway: You may be able to convince members to use your digital channels, but make sure that your brand doesn’t suffer. Provide them with the option to meet in person when they want to learn about your credit union’s other products and services, and/or when they need financial advice.
Technology is great, but sometimes face-to-face is better
In support of their branch network The Nationwide Building Society, a large credit union in Great Britain, is running TV ads with the message: ‘technology is great, but sometimes face-to-face is better’. The synergy between the branch and the digital channels is directly evident: when Nationwide opens a new branch, the number of people using its smartphone app in the area “increases considerably”. The credit union is also currently upgrading their branch network to support video conferencing equipment to connect members with remote financial specialists to offer financial advice. Key Takeaway: We continue to advocate for building bridges between the digital channels and the branch and support that philosophy via modules such as our Mobile Appointment Booking Tool and our Video Meetings Queues.
Blending your branch and digital channels
Accenture, the multinational management consulting services company, surveyed more than 4,000 retail bank customers in the US and Canada and uncovered these attitudes about using branches : 87% indicated they will continue to use the branch in the future 49% said they anticipated using the branch two years from now because “I trust my bank more when speaking to someone in person” 47% said “I receive more value from my bank when speaking to someone in person” The report concludes that “banks need to find ways to blend the digital and branch experiences to provide more value-added services to their clients.” We concur wholeheartedly with this assessment, and this is why we developed our popular Mobile Appointment Booking Tool. Key Takeaway: One of the best ways to blend the digital and branch channels is to allow your members to book appointments with your branch employees via their mobile device or on their PC.