Category: Mobile

How Mobile Tools Are Improving Credit Union’s Branch Experience

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

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.

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.

In Branch Sales about Six Times more Effective than Mobile/Web

[Updated September 2025] In an era where mobile apps and online banking dominate, it might be tempting to believe branches are no longer essential. But the numbers tell a different story. Research from McKinsey & Company found that in-branch account openings convert at an astounding 85%, compared to just 15% in digital channels. And that 85% is actually closer to 100% once you remove cases rejected for fraud or identity issues. Other studies back this up: according to Fiserv, branches remain the leading source of new product sales and account relationships, often responsible for 60% or more of all new product sales. The evidence is clear: branches are still the beating heart of growth for credit unions and community banks. Why Branch Conversions Are So High When members walk into a branch, they’re already motivated. They’ve set aside time, gathered their documents, and are prepared to take action. Add in the face-to-face trust built with staff, and the likelihood of conversion skyrockets. Digital channels are convenient for quick transactions—but when it comes to opening new accounts, securing a loan, or starting a long-term relationship, members prefer a human touch. The branch environment makes it easier to guide members, answer questions in real time, and resolve concerns that could otherwise stall or stop the process online. The Role of Appointments in Branch Success If branches are where the majority of conversions happen, then getting members into the branch efficiently is critical. That’s why offering convenient appointment scheduling is such a powerful tool. Appointments remove friction: Members choose the time and location that works best for them. Staff can prepare in advance, ensuring a smoother experience. Wait times are reduced, because traffic is spread out more evenly. This simple step—making it easy to book time with staff—can directly boost conversion rates, improve member satisfaction, and maximize the value of branch visits. How Better Lobby Helps Better Lobby’s Appointment Booking Module was designed specifically to meet this need. It works across web and mobile channels, so members can schedule visits on their own terms, 24/7, without staff involvement. Features include: Branch and staff selection: Members pick where and who they’d like to meet with. Service type: Appointments can be tied to specific needs (mortgage, auto loan, new account, etc.). Reminders and confirmations: Automatic email and text notifications keep members on track. Staff integration: Branch employees see upcoming appointments, prepare accordingly, and deliver better service. For managers, the system also provides valuable data—showing peak times, appointment types, and patterns that help with staffing and resource planning. Key Takeaway Branches are still the most powerful driver of growth for credit unions. But the secret isn’t just in keeping the doors open—it’s in making it easy for members to get through those doors. Appointment scheduling bridges the gap between digital convenience and in-person trust, ensuring that branches remain strong centers of relationship-building and sales. Better Lobby makes this simple, effective, and scalable—helping credit unions win where it matters most: with their members.   The following section is the original post from March 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. McKinsey & Company, a multinational management consulting firm with 108 global offices, recently conducted research on account openings in financial institutions. Their findings are quite interesting: in-branch sales converted at a rate of 85 percent while digital channels averaged a mere 15 percent conversion rate. Plus that 85 percent in-branch rate is actually closer to 100 percent when you consider that most of the 15 percent of applicants that were not converted to members/customers were declined by the FI for identity issues and/or fraud reasons. Research from Fiserv and others shows that the retail branch remains the leading source of new product sales and account relationships for the majority of FIs. Some projections even show that branches typically account for at least 60 percent of all new product sales! Key Takeaway: These statistics clearly point out why it is critical for credit unions to make it as easy as possible for their members to make appointments with them to visit their branches. Our Appointment Booking Tool supports both the Web and the Mobile channels so that members can make appointments at their convenience at their preferred branch without the involvement of staff.   Below is the original article from wib.org Five Steps to Improving Branch Profitability Getting Focused on the Right Things By Andy Grinstead, Bank Intelligence Solutions from Fiserv In recent years, the branch seemed headed for a smaller role in the retail distribution channel. Consumers were adopting online and mobile banking channels in larger numbers. At the same time, tough economic times led banks to close branches to cut costs. Despite these trends, the retail branch remains the leading source of new product sales and account relationships for the majority of community banks. However, it is also by far the most expensive channel. According to Fiserv data, the cost of branches and related staff makes up 64 percent of all non-interest expense for the average bank. Thus, it’s critically important that banks evaluate their retail distribution networks to balance opportunity with costs. By determining the role, footprint, strategic position and business focus of each location, institutions can boost profitability while managing both growth and risk. Here are five proven steps that banks can take to improve branch profitability. Only 27 percent of surveyed bankers indicated that their business plans take current wallet share into account. Evaluate branch performance. To maximize performance and build a sustainable earnings stream, the best-performing banks balance the three principal drivers of franchise value – profit, growth and risk. By comparing profit, growth and risk data for the bank against its peer institutions, a bank’s management team can establish goals for enhancing performance. Then, the financial institution can look at its individual branches to determine how to best align the day-to-day activities within each branch with the overall objectives of the franchise. Assess the market and determine the role for

J.D. Power Survey Find All Generations Like Branches

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

Video banking complements branch banking

[Updated September 2025] Speaking to a financial expert face-to-face has always been one of the most important moments in a member’s financial journey. Whether it’s applying for a mortgage, financing an auto loan, or making a big investment decision, members want advice they can trust. Traditionally, that meant coming into a branch during business hours and sitting across the desk from a staff member. But times are changing. Video banking is quickly becoming a standard service—not a futuristic perk. Barclays in the UK made headlines years ago for rolling out video banking platforms that let customers connect with banking experts right from their mobile device or desktop. Coutts, a private bank, went even further, piloting a system that lets customers invite multiple advisors or even external professionals into the same video session. These examples showed early on what was possible: combining digital convenience with the personal connection members value most. The Shift to Member-Controlled Convenience Members today expect flexibility. They want the reassurance of a real conversation, but they don’t want to be restricted by branch hours or physical location. Video appointments make it possible for someone to talk to a mortgage specialist during their lunch break, or for a small business owner to connect with a credit union advisor without leaving their office. Better Lobby takes this concept and brings it directly into the credit union world with its Video Appointment Module. Instead of relying on third-party apps or clunky plug-ins, the video experience is built right into the appointment system. Members can book an in-branch, phone, or video appointment using the same interface. For staff, it’s seamless: scheduling, notifications, and service tracking all happen in one place. How Better Lobby Video Appointments Work Scheduled Video Meetings: Members book a time online, through the branch, or via call center, just like a regular appointment—but meet virtually. Branch-to-Branch Video: A member in one location can connect to an expert in another branch, removing the need to have specialists everywhere. On-Demand Video Meetings: Members join a virtual lobby and connect with staff when available—ideal for quick needs that don’t require travel. This flexibility helps credit unions scale expertise. Instead of staffing every branch with a mortgage or investment specialist, one expert can serve multiple locations through video. That not only improves access for members but also makes staffing more efficient. Why It Matters for Credit Unions Credit unions compete on relationships. Members expect personal service, but they also expect convenience. Video banking bridges those expectations, giving them both. It’s also a powerful way to reach younger members who are comfortable with video calls but still want human advice when making financial decisions. And here’s the bigger picture: Better Lobby’s video features don’t stand alone. They integrate with appointments, lobby management, kiosks, and online queues. That means the entire member journey—from booking to check-in to meeting—flows together smoothly, whether it happens in person, on screen, or both. Key Takeaway Video banking is no longer optional—it’s essential. Members want the trust of a face-to-face meeting and the flexibility of digital channels. With Better Lobby’s integrated Video Appointment Module, credit unions can deliver both: building stronger relationships, reaching more members, and competing effectively in a world where convenience rules. Branches plus video = the future of member service.   The following section is the original post from Febuary 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Speaking to a financial expert face-to-face is an essential step in any member’s financial life, particularly when it relates to high value services and big financial decisions such as mortgages and auto loans. Video conferencing is growing in credit union branches and some FIs are even taking it to another level and allowing consumers to arrange meetings via their PCs or mobile devices. Case in point: Barclays Video Banking in the UK follows on from the success of video technology available in a number of UK branches by rolling out of face-to-face video platforms to connect customers to banking experts from their mobile or desktop. Key Takeaway: Video banking gives members the chance to combine the confidence they get from a face-to-face meeting with the convenience of scheduling and holding those meetings on their own terms.

Branches and Mobile – A Perfect Pair

[Updated September 2025] A decade ago, many predicted that mobile banking would make physical branches obsolete. Yet the numbers tell a different story. According to a survey by ORC International, 88% of American adults said they still needed a physical branch for their banking needs. Even more striking, 84% believed that five years into the future, they would still want access to a branch for face-to-face interactions. Why? Because while mobile is fast and convenient, branches provide something no app can fully replace: human connection. When it comes to complex financial matters—buying a home, consolidating debt, or planning for retirement—members want the reassurance of speaking directly to a person they trust. Mobile and Branches Aren’t Opposites As Marina Stein, Senior Research Analyst at ORC, put it:“Consumers want both options – the ability to interact on-the-go and on their own schedule via mobile and online offerings, as well as the option to be able to have face-to-face engagements for more complex issues.” This is the reality for credit unions today. Mobile and branch channels aren’t competitors—they’re complements. Together, they create a full-service member experience that balances convenience with personal attention. Better Lobby’s Role: Connecting the Channels At Better Lobby, we recognized this synergy years ago when we created the Mobile Appointment Booking Tool. Here’s how it bridges the gap: From mobile to branch: Members can book appointments directly from their phones, choosing the branch, date, and service they need. Seamless staff visibility: Appointments automatically appear in the Better Lobby Appointment Calendar, visible to staff across the organization. Prepared service: Staff know who is coming in, why they’re visiting, and what to prepare—resulting in smoother, more valuable conversations. This integration ensures that members get the flexibility of mobile scheduling while still receiving the in-branch service they expect. Why It Matters Now More Than Ever Even as digital adoption skyrockets, branch traffic hasn’t disappeared—it has evolved. Members now use branches more selectively, reserving in-person visits for their most important financial decisions. This makes every interaction more meaningful, and appointments are the best way to make sure those moments count. For credit unions, the lesson is clear: Don’t choose between mobile and branch. Invest in tools that connect them. Prioritize appointments. They ensure efficiency, reduce wait times, and improve member satisfaction. Leverage both channels. Mobile drives convenience, while branches deliver trust and sales opportunities. Key Takeaway Mobile and branch channels aren’t separate—they’re two sides of the same coin. By combining them with Better Lobby’s Mobile Appointment Booking Tool and Appointment Calendar, credit unions can deliver service that is flexible, efficient, and personal. The future of member engagement is not “branch or mobile.” It’s both, working together. The following section is the original post from July 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. According to a new survey by Orc International, 88 percent of American adults feel they still need a physical branch location to go to for banking needs. Plus even as mobile banking improves and grows in both popularity and functionality, 84 percent of those surveyed still believe that they would like to have a branch to go to for face-to-face encounters in 5 years. Marina Stein, Senior Research Analyst, ORC International, notes that “despite the continued growth of mobile use, the need for physical branches remains constant. Consumers want both options – the ability to interact on-the-go and on their own schedule via mobile and online offerings, as well as the option to be able to have face-to-face engagements for more complex issues.” We acknowledged this synergy between the branch and mobile channels when we developed our leading edge Mobile Appointment Booking Tool. Appointments made using the Tool are recorded in Better Lobby Appointment Calendar and are visible to all Better Lobby staff users. Key Takeaway: While on the surface, the branch and the mobile channels are completely separate, they are actually complementary and are equally critical to every credit union’s current and future success.

Branches still offer the best opportunity for engagement

[Updated September 2025] Digital banking continues to dominate the conversation. Apps, online payments, and AI-driven chat support often grab the headlines. Yet, as Adam Schneider of Deloitte’s Center for Financial Services observed, branches remain “the most tangible representation of a bank’s capabilities and service” and “far more effective in communicating brand value than websites, which tend to all look alike.” Branches are more than physical locations—they’re symbols of trust, reliability, and brand identity. For members making major financial decisions—like mortgages, auto loans, or retirement planning—the branch is still the primary channel for building confidence and deepening relationships. So how do credit unions ensure that branches remain not only relevant but essential in the digital-first era? The answer lies in appointments, preparation, and integration. The Power of Prepared Interactions Walk-ins will always be part of branch life, but when members can schedule an appointment, the quality of the interaction improves dramatically: Staff come prepared. Knowing why the member is visiting allows MSRs or loan officers to gather documents and resources ahead of time. Members feel valued. Scheduled appointments reduce waiting and create a sense of priority. Conversations are deeper. Staff can focus on needs analysis, cross-selling, and financial guidance instead of scrambling to catch up. Every appointment is a high-value interaction—one that strengthens the relationship and often leads to new product sales. That’s why scheduling tools are quickly becoming a “must-have” feature for credit unions. How Better Lobby Makes Appointments Seamless Better Lobby was built to make this process effortless for both members and staff. Its Appointment Calendar and Mobile Appointment Booking Tool work together to create a seamless experience: Enterprise-wide visibility: Branches and staff see a shared calendar of appointments, ensuring resources are balanced and no opportunities are missed. Member-friendly booking: Members can schedule visits from their phone, tablet, or computer at any time, choosing the branch, service type, and staff member if needed. Reminders and confirmations: Automated notifications keep members on track and reduce no-shows. Staff preparation: MSRs and loan officers have all the information they need before the meeting, making them more productive and able to provide personalized solutions. When combined, these tools transform branches into centers of engagement—organized, efficient, and member-focused. Branches as Part of Omnichannel Strategy While branch traffic has declined in some markets, branches still drive the highest sales per interaction. The key is to integrate them into an omnichannel strategy where digital and physical channels reinforce each other. Mobile directs traffic to branches. Booking an appointment online or via mobile ensures the member arrives ready. Branches deliver the human connection. Staff provide expertise, empathy, and reassurance that digital alone cannot. Data ties it all together. Insights from appointments feed into dashboards and reporting, helping leaders understand member needs and optimize staffing. This isn’t about branches competing with mobile—it’s about branches working with mobile to create a seamless journey. Key Takeaway Branches are still one of the strongest tools credit unions have to define their brand and build member loyalty. But to maximize their impact, appointments are essential. With Better Lobby’s appointment tools, credit unions can transform branch visits from routine transactions into meaningful, personalized experiences that grow relationships and drive sales. In the digital age, the most powerful strategy isn’t choosing between online and branch—it’s making them stronger together. The following section is the original post from July 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. In a recent Wall Street Journal article, Adam Schneider, senior advisor to Deloitte’s Center for Financial Services, had some interesting observations: “Branches remain vital to defining brand image and are still the most tangible representation of a bank’s capabilities and service. They are far more effective in communicating brand value than websites, which tend to all look alike. And they remain the primary channel for driving higher sales per interaction.” When you consider the high value of branch interactions, it only makes sense to use appointments to schedule them. Branch employees must be prepared to have an informed discussion of the member’s financial situation and needs, which is very difficult when walk-in members appear without an appointment. Our Better Lobby/Appointment Calendar provides an enterprise-wide, branch specific appointment calendar for each employee, making the creation and updating of member appointments seamless and easy. MSRs and loan officers are fully prepared for their meetings which make them more productive and increases their cross-selling and up-selling efforts. This module is especially powerful when paired with the Mobile Appointment Booking Tool that allows members to book their own appointments using any mobile device, tablet or computer. Key Takeaway: Branches remain a key piece of the member experience and having the ability to book appointments is rapidly become a “must-have” feature for credit unions looking to improve staff productivity, member loyalty, branch traffic flow and sales numbers

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.

Building a bridge from mobile to the branch

[Updated September 2025] There’s no question—mobile banking is a runaway success. From checking balances to transferring money, members love the speed and convenience of doing business from their phones. And now, with mobile payments like Apple Pay becoming mainstream, the smartphone is playing an even bigger role in everyday financial life. But here’s the truth: mobile doesn’t replace branches. Even the most enthusiastic mobile users agree that there’s no substitute for sitting down with a trusted advisor when making important financial decisions. A Wells Fargo spokesperson summed it up perfectly: “Rational business decisions still dictate having a strong physical presence.” Why Members Still Value Face-to-Face Service Branches aren’t just about transactions anymore. Members of all ages visit their credit union when they: Need help with complex financial products like mortgages, auto loans, or retirement planning. Want reassurance from a real person before committing to a big financial decision. Prefer building personal, long-term relationships with their credit union staff. Face-to-face service builds trust in ways that apps can’t replicate. That’s why the future isn’t mobile or branch—it’s mobile + branch. The Missing Link: Mobile Appointments So how do credit unions connect the convenience of mobile with the trust of in-person service? The answer is simple: appointments. When members can schedule a branch visit right from their phone, everything gets easier: Members choose the time, location, and reason for their visit without needing to call. Branch staff see appointments in advance and can prepare, making the meeting smoother and more productive. Traffic is spread out more evenly, reducing lobby congestion and improving wait times. This isn’t just about convenience—it’s about maximizing the value of both channels. Mobile becomes the gateway, and the branch becomes the destination. How Better Lobby’s Mobile Appointment Tool Works Better Lobby created the Mobile Appointment Booking Tool to make this connection seamless. It’s designed specifically for credit unions and integrates directly with branch workflows. Key features include: Mobile-first design: Works on any smartphone, no app download required. Customizable scheduling: Members pick their branch, staff member (if applicable), and service type. Notifications: Automatic reminders via text or email reduce no-shows. Staff dashboards: Employees see their day at a glance, helping them prepare for each member visit. Data insights: Managers can review appointment patterns to optimize staffing and resource allocation. The result? A smoother branch experience for members and more efficient use of staff time. Why It Matters for Credit Unions This isn’t just a tech upgrade—it’s a strategy. By offering mobile appointment booking, credit unions: Improve sales conversions by ensuring members arrive prepared and staff are ready. Enhance service quality by reducing stress and confusion in the lobby. Control staffing costs by distributing traffic more evenly throughout the day. Strengthen member engagement by blending digital convenience with personal service. Key Takeaway Credit unions don’t have to choose between mobile and branch service—members want both. Better Lobby’s Mobile Appointment Booking Tool bridges the gap, turning smartphones into a direct link to branch staff. It’s a win for members, staff, and the credit union as a whole. The future of service isn’t about replacing people with technology—it’s about using technology to make people even more effective. The following section is the original post from April 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Mobile banking has been a runaway success and now mobile payments are gaining traction with the release of Apple Pay and its accompanying media exposure. Yet even big fans of mobile must admit that it is critical for credit unions to maintain a branch presence in their communities. Credit unions that want to truly engage their members must recognize that there is no better form of engagement than face-to-face. A Wells Fargo spokesman put it well: “rational business decisions still dictate having a strong physical presence”. Members of all ages value the personal interactions that they can only receive at a branch. Many also love their mobile devices and the convenience of mobile banking. In order to facilitate these interactions, we built our Mobile Appointment Booking Tool. It acts as a perfect bridge between the member’s mobile device and the credit union’s branch staff. Key Takeaway: Our Mobile Appointment Booking Tool unites the mobile and branch channels in a way that positively impacts branch sales, member service quality, branch traffic flow and overall staffing costs.

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.

Empower Your Members with Mobile Booking

[Updated August 2025] Members want convenience—and that means being able to book appointments anytime, anywhere from their phones. That’s why Better Lobby’s Mobile Appointment Booking Tool is designed with the modern credit union member in mind. Whether it’s applying for an auto loan, updating account information, or meeting with a financial advisor, Better Lobby makes it easy and intuitive for members to get the help they need—on their schedule. What Members Can Do with Mobile Booking: 📱 Choose Their TopicFrom loans to new memberships, members select the reason for their visit upfront. 📍 Pick a BranchThey can choose the most convenient location, whether near home or work. 🕒 Select a Time and Staff MemberMembers choose the time that works for them—and even the staff they’d like to meet with. Why Credit Unions Love It ✅ Responsive Design: Works seamlessly on any smartphone or tablet.✅ Custom Branding: Upload logos, set brand colors, and tailor the member experience.✅ Real-Time Scheduling: Automatically syncs with staff calendars and updates availability.✅ Data Insights: Track booking trends and member demand with integrated dashboards and reports. Connected to the Full Better Lobby Suite The Mobile Booking Tool is just one piece of the puzzle. It integrates with: In-Branch Kiosks Online Queueing Flexible Branch Video Appointments Wall Display Systems This means members get a smooth, consistent experience—no matter how they check in. Key Takeaway Mobile isn’t just the future—it’s the now. Better Lobby’s Mobile Booking Tool gives your credit union the power to serve members where they are: on their phones and in control. Want to see how it works? Let’s talk.   The following section is the original post from August 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. We are pleased to announce the launch of our Mobile Booking Tool. The Tool conveniently extends our Branch Appointment Calendar to the Mobile/Web channel so that members can book their own appointments on-line. It’s built specifically for Credit Unions. It’s easy for members to use; through an intuitive design, they are guided to appointment topic (i.e. auto loan), branch of choice, date, time, and even staff member selection. Because the software was built with best-of-breed responsive design technology that ensures that page content automatically displays correctly, the credit union can support every smartphone and tablet on the market with a small number of web pages. Rick Poulton, President of Better Branches, states that “We are convinced that the importance of providing easy access to one-on-one appointments with staff will only grow as members increase their use of mobile devices to manage their finances and organize their lives.” Learn more about Mobile Appointment Booking Tool

Mobile First—But Branches Still Matter

[Updated August 2025] Mobile banking is everywhere—and most members can’t go a day without their smartphone. According to Bank of America, nearly half of U.S. consumers say they wouldn’t last 24 hours without it. With over 15 million mobile users, their app gets more than 165 million logins per month. But here’s what might surprise you:84% of people still visit a branch every six months—even younger members in the 18–34 age range. What Does This Mean for Credit Unions? It means credit unions must deliver digital-first convenience while keeping branches efficient and welcoming. That’s where Better Lobby comes in. How Better Lobby Supports Both Mobile and Branch Needs ✅ Mobile Appointment Booking – Let members schedule from their phones, with options for in-person, video, or phone meetings. ✅ Online Queueing & Check-In – Members can join the queue remotely and check in when they arrive—no waiting in line. ✅ Kiosks & Wall Displays – Self check-in tablets and real-time wait displays keep things moving inside the branch. ✅ Dashboards & Reports – See how mobile usage impacts in-branch visits and adjust staffing accordingly. Digital Convenience + Human Connection Your members love their phones—but they still trust your branches.Better Lobby helps you bridge the gap so members can engage how they want, when they want. Key Takeaway Smartphones may be essential, but so is human service. Better Lobby helps credit unions combine mobile convenience with branch support to meet member expectations—at every touchpoint.   The following section is the original post from July 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Almost half of U.S. consumers admit they would not last a day without their smartphone, and many consider their devices more important than daily staples such as coffee and television, according to a new report released by Bank of America. The mega-bank has more than 15 million active mobile banking users who access their accounts on a mobile device over 165 million times per month. Despite these impressive numbers, visits to branches also remain high: 84% of their survey respondents have visited a branch within the past six months. To many people’s surprise, this is true among all the age groups polled, with nearly the same percentage of millennials ages 18-34 saying they have visited a branch in the past six months as those ages 35 and older. Key Takeaway: Despite the popularity of online banking and the rapid growth of mobile banking, American adults in all age groups still like the stability of a freestanding branch.

Why Mobile Appointment Booking Is the Fastest Way to Modernize Your Branch

[Updated August 2025] Despite years of predictions about the “death of the branch,” a new report by Celent suggests otherwise: ✅ 40% of financial institutions plan to add branches ✅ 33% expect no change in branch count ❌ Only 25% expect a decline Branches are here to stay—but the way they function is changing. Today’s credit unions are challenged to create a seamless connection between digital and in-branch experiences. But there’s a gap between ambition and execution. Celent found that few financial institutions offer: Online discounts or rewards Video or text chat options And even fewer—online/mobile appointment booking Enter: Better Lobby’s Appointment Tools Of all the digital upgrades, appointment scheduling is one of the fastest, easiest, and most cost-effective ways to: ✅ Boost branch sales✅ Improve member service✅ Enhance staff efficiency✅ Link your digital channels to your physical branches With Better Lobby’s Appointment Booking Tools, members can schedule from their phone, tablet, or desktop—and staff can prepare in advance for every meeting. Want to improve both your digital presence and your branch performance?Start with online appointment booking—it’s the bridge your credit union needs. Key Takeaway:Branches aren’t going away, but expectations are rising. With Better Lobby, you can modernize your member experience today—without overhauling your entire tech stack.   The following section is the original post from June 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Celent has released a new report, titled, Retail Banking Channel Systems in North America: The Quest for Omnichannel Continues. In it, their survey reveals some interesting branch trends in North America: a third of surveyed FIs expect no change in branch count over the next five years, 40% expect a net add in branches, just 25% of FIs forecast a decline in branch count. It appears that the branch is far from “dead”! Of course, they also found that most FIs are actively looking to expand their digital offerings, and actively engage consumers via online and mobile channels. Yet the research firm believes that capabilities are lagging these desires. Case in point: 1) less than one in five FIs offer shopping coupons, discounts, or rewards programs online; 2) fewer offer text or video chat options; and 3) fewer still offer online/mobile appointment booking. Key Takeaway: Of the 3 points listed above, online/mobile appointment booking presents the easiest path to driving branch sales, boosting member service levels, improving staff productivity, and creating a positive link between your branches and your digital channels.

Why Branches Still Matter in a Digital World

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

Branches Are for Conversations—Better Lobby Makes Them Easier to Schedule

[Updated August 2025] Across the financial industry, one big shift is clear: members aren’t coming to the branch for basic transactions anymore—they’re coming for advice. Just look at Barclays Bank, which retrained over 6,000 branch employees into “community bankers” to help members with financial planning instead of just processing transactions. That’s the future—and it’s already happening in credit unions. As more people rely on mobile apps for deposits and payments, branches are becoming service centers for deeper conversations. Members Want to Book These Conversations When members need help with: Credit counseling Loan options Retirement planning Big purchases Resolving issues …they want to schedule an appointment—not wait in line. Better Lobby Tools Built for This Shift Better Lobby supports this new role of the branch with easy, mobile-first tools: ✅ Appointment Booking: Members can book time with the right person—face-to-face, phone, or video.✅ Online Queueing + Mobile Check-In: Visitors can join a digital waitlist or check in from the parking lot.✅ Kiosks & Wall Displays: Self check-in and real-time updates help manage in-branch flow.✅ Reports & Dashboards: See what services are in demand and when, so staff is scheduled effectively. The Result? Higher Satisfaction + Smoother Operations Giving members tools to plan their branch visit leads to: Less stress for staff and visitors More time for meaningful conversations Increased efficiency without sacrificing service Key Takeaway As branches shift toward offering advice and support, members expect a more modern way to engage. Better Lobby helps credit unions make every conversation count—efficiently and personally.   The following section is the original post from July 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Barclays Bank, a British multinational banking and financial services company headquartered in London, is retraining 6,500 traditional branch staff so they can offer financial management to customers. Starting in October, these former tellers will adopt the role of “community bankers,” and receive a pay raise. Like most financial institutions, Barclays has seen the number of customers using digital channels grow substantially over the past few years. Increasingly, consumers are choosing to conduct basic transactions through self-service digital platforms – especially mobile – and use branches for more in-depth conversations with staff. Key Takeaway: As more people come to the branch for financial advice and problem resolution, they will want to schedule an appointment in advance. This why we developed our Mobile Wait Indicator solution which encourages branch visits from the mobile channel and helps visitors select the best time to visit the branch, resulting in higher member satisfaction and “smoother” branch traffic flow.

Level the Digital Playing Field with Mobile Appointment Booking

[Updated August 2025] Many younger consumers think only big banks offer cutting-edge digital experiences. A recent survey by BankChoice Monitor found that 36% of checking account shoppers require mobile banking—and that number jumps even higher for shoppers under 30. That perception can make it harder for credit unions to compete. The good news? Mobile tools are now more affordable and more powerful than ever—especially when it comes to appointment booking. While most credit unions now offer strong mobile banking (balance checks, transfers, etc.), one key feature is still missing at many institutions: mobile appointment scheduling. Better Lobby’s Mobile Appointment Tool: Designed for Credit Unions Big banks let customers book appointments with staff from their phones or computers. So should you. With Better Lobby’s Mobile Appointment Booking Tool, credit unions can now offer the same convenience—and even more member-friendly features: ✅ Book Anytime, Anywhere – Members can schedule appointments 24/7 from their phone, tablet, or laptop.✅ Custom Branding – Match your colors, logo, and language for a seamless CU experience.✅ Staff & Branch Selection – Members can pick the location and team member that fits their needs.✅ Built for Credit Unions – Unlike general-purpose tools, Better Lobby is tailored specifically to the credit union model. Why It Matters Members—especially younger ones—expect self-service options. Offering mobile booking shows your credit union is keeping up with their lifestyle and tech expectations. It’s not just convenient—it builds trust, drives branch visits, and shows that credit unions can be just as innovative as the largest banks. Key Takeaway:With Better Lobby’s Mobile Appointment Tool, you can offer a modern, member-first experience that rivals the big banks—without the big price tag.   The following section is the original post from October 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Unfortunately, there is a perception for many young consumers that the large national banks offer the best mobile banking services. In a recent BankChoice Monitor survey of consumers shopping for new checking accounts on FindABetterBank.com, 36% of shoppers say they must have mobile banking with their next checking account – and shoppers under 30 are more than twice as likely to require mobile banking compared with shoppers over age 60 or older. The good news is that mobile banking functionality offered by both dedicated vendors and core systems vendors is getting much more full-featured and more affordable. One core systems provider, CU*Answers, even offers mobile banking via browser for free to its members as part of its core package. CU*Answers` It’s Me 24/7 service allows access to a mobilized version of online banking via mobile devices. Members can pay bills, check balances, transfer funds and do other essential mobile banking tasks. However, one important piece of digital functionality is still missing for the majority of credit unions: mobile (and online) appointment booking capabilities. The “Big 4” money centers banks are all currently offering the ability to book mobile and Web appointments with their branch staff. Key Takeaway: Better Branches Mobile Appointment Tool Module, which is the first appointment tool designed specifically for credit unions, is very affordable and available right now. Virtually any credit union can be up and running quickly with this easy-to-use tool which helps level the playing field with the big players.

Mobile Appointment Booking Tool acts as a “bridge” to the branch

While mobile banking continues to grow in popularity, the branch remains an important delivery channel for even the most ardent mobile banker. Case in point: a McKinsey & Company study found that consumers using mobile and online banking more than once a week are also over 60 percent more likely to be active retail branch users. While transactional activities are declining at the branch, human interactions are generally now reserved for complex problems. Digital channels have not replaced physical channels, nor can they ever take the place of a friendly handshake and face to face conversations. Key Takeaway: Members from all walks of life have embraced multichannel digital channels, however they also expect to use their branch for higher value face-to-face interactions. Increasingly they expect to be able to make appointments with branch personnel online and via mobile devices. To address this requirement we need to establish “bridges” between the mobile and branch channels. One such bridge is the Mobile Appointment Booking Tool! Today’s credit union members expect more than just a friendly face — they want convenience, speed, and flexibility. They’re used to booking everything online — from doctor visits to haircuts — and they expect their credit union to offer the same kind of experience. That doesn’t mean replacing human connection. In fact, smart digital tools can bring members even closer to staff. How? By helping them prepare, schedule, and get the most out of their visit. That’s where Better Lobby’s Mobile Appointment Booking Tool comes in. It’s a simple way to give members control while making branch visits more efficient and personal. Think of it as the bridge between online convenience and real-world service. What Is the Mobile Appointment Booking Tool? The Mobile Appointment Booking Tool (MBT) lets your members book appointments online — anytime, anywhere. It works on your credit union’s website and mobile devices. Here’s how it works: Choose a location: Members pick which branch they want to visit. Select a service: Like loans, new accounts, or financial advice. Pick a date and time: Members see available openings and choose what works best. Choose how to meet: In person, by phone, or by video — whatever is easiest. This tool makes it simple for members to connect with your credit union on their terms — while helping your team prepare and deliver a better experience. It’s quick, easy, and member-friendly. Bridging Digital and Physical Experiences Better Lobby helps credit unions bring the best of both worlds together—online convenience with in-person service. Less Waiting, More Service: Members can check in ahead of time or book an appointment, so they spend less time waiting in the lobby and more time getting what they need. Plan Ahead, Stress Less: With online appointments, members pick a time that works for them. No guesswork, no showing up to a long line. Keep It Personal: Members can choose the service they need and add details before they even walk in. That way, staff are ready to help right away—and the experience still feels personal and human. Supporting Entrepreneurs and Small Businesses Credit unions have always been champions for local businesses and startups. Better Lobby makes that support even stronger. Why It Matters: As explained in the blog post “Innovative Lending Practices: How Credit Unions Support Entrepreneurs and Startups” credit unions stand out by offering personalized lending solutions—especially when compared to big banks. Appointments Make a Difference: Business owners can schedule time directly with a loan officer. That means they won’t have to explain everything twice or wait around to be helped. Tailored Support, Right on Time: The Mobile Appointment Booking Tool lets entrepreneurs pick the exact service they need—like a small business loan or equipment financing—and allows staff to prepare in advance. Everyone wins. Flexible and Member-Focused: With Better Lobby, small business members get the personalized, one-on-one attention that credit unions are known for—without the hassle. Benefits for Credit Union Staff Managing a busy branch can be tough—but Better Lobby makes it easier. Know who’s coming and why: With appointment info upfront, staff can prepare in advance for each member’s needs. Less stress during peak times: A well-managed queue means fewer surprises and smoother service—even on the busiest days. Smart scheduling for specialists: Need to line up mortgage or business lending appointments? No problem. Better Lobby helps make sure specialists are booked efficiently. More time for real conversations: When the routine stuff is handled smoothly, staff can focus on what really matters—building relationships with members. Data-Driven Optimization Better Lobby isn’t just about managing appointments—it’s also about making better decisions with real data. Spot peak times easily: Appointment trends help branch managers see when traffic is heaviest—and prepare accordingly. Smarter staffing plans: Use the data to adjust staffing across locations, so you’re never caught off guard. Understand member needs: See what services members are booking most often, then plan ahead to meet demand. Making the Case: The Appointment Tool as a Strategic Asset Appointments aren’t just about filling up calendars—they’re about creating better service for your members and smoother operations for your staff. When members book ahead, staff have time to prepare. That means fewer surprises, more focused conversations, and better outcomes—like approved loans, new accounts, or helpful financial advice. It also helps your credit union run smarter: You know who’s coming in and why. You can plan staffing better. You reduce wait times and lobby frustration. In short, better scheduling leads to better service, which leads to stronger member relationships. That’s not just a nice-to-have—it’s a strategic win. Conclusion Offering appointments isn’t just about convenience. It’s about making every interaction more productive and more personal. Credit unions that adopt appointment tools like Better Lobby don’t just streamline operations—they build trust, improve financial outcomes for members, and use staff time more effectively. Learn more about the Better Lobby Appointment tools

Connecting Mobile Banking and Branch Visits

While mobile banking continues to grow in popularity—especially among younger generations—the branch experience is far from obsolete. A recent survey by the American Bankers Association showed that while 10% of people prefer mobile banking, a growing 21% still prefer visiting a branch. That’s up from 18% the year before. Why? Because when it comes to important, complex services like opening a new account or applying for a loan, members still want face-to-face interactions with staff they trust. At Better Lobby, we believe credit unions don’t have to choose between digital and in-person. Instead, we make it easy to connect both channels into one seamless member journey. Make It Easy to Meet with Members—Anytime, Anywhere Here’s how Better Lobby supports both mobile-first convenience and the personal service of a branch visit: 🗓 Mobile Appointment BookingLet members schedule appointments from their phone, 24/7. Staff can prep for the meeting in advance, improving service and efficiency. 📍 Branch-Level DashboardsKnow who’s coming in, when, and for what—so your team is ready and your branch is running smoothly. 📱 Online QueueingMembers can join a waitlist remotely, minimizing in-lobby time and making the experience feel faster and more respectful of their schedule. 👋 Flexible Staff SchedulingSupport universal banker models with tools that adapt to how your team works—including cross-branch and video-based appointments. Key Takeaway Even in a mobile world, branches still play a critical role. With Better Lobby, your credit union can offer the mobile-first tools members expect while delivering the personal, efficient branch experience they still value. It’s not about replacing the branch—it’s about empowering it. While the Internet remains America’s most popular banking method, mobile banking has steadily gained momentum and is now preferred by 10 percent of consumers – up from 8 percent in 2013 – according to a recent survey by the ABA. This is certainly understandable considering the popularity of mobile banking, especially among younger consumers accustomed to doing everything on their mobile devices. Yet upon closer examination of the survey, which was conducted ABA by Ipsos Public Affairs which is an independent market research firm, it is obvious that branches remain relevant and popular. In fact, the second most popular way to bank – visiting a branch – actually increased to 21 percent in 2014 over 18 percent in last year’s study. The report concludes that “when people are conducting a complex transaction like opening an account or applying for a home or business loan, they often prefer to do it in person.  We’re seeing a branch renaissance in some areas, with many institutions transforming their branches to become more efficient and customer-friendly.” Key Takeaway: When it comes to being “more efficient and customer-friendly,” it is hard to beat online and mobile appointment setting capabilities to connect Mobile users to branch staff. Our Better Lobby Mobile Appointment Booking Tool increases efficiency by allowing staff to prepare for the member meeting in advance, and the Booking Tool can be used day or night, seven days a week, enabling members to arrange branch appointments when it is most convenient for them.   Why Appointment Scheduling Tools Matter in a “Digital-First” World Today’s credit union members want the best of both worlds—digital convenience and personal service. They expect to manage their finances online, but still value speaking with someone face-to-face when things get more complex. That’s where appointment scheduling tools come in. Better Lobby’s appointment system helps credit unions meet members where they are—on their phones, tablets, or computers—while still making it easy to connect with branch staff. Whether it’s opening an account, applying for a loan, or getting expert advice, members can book a meeting on their own schedule and feel confident someone will be ready to help. It’s a perfect example of “Digital First, Not Digital Only.” Instead of forcing members into just one way to connect, Better Lobby supports flexible, personalized service—online, in person, or by video—making every experience smoother and more human. What Makes Better Lobby’s Appointment Tool Unique Not all appointment tools are created equal. Better Lobby’s appointment system is built specifically for credit unions—and it shows. No app needed. Members can book appointments right from their phone or computer using a web browser. It’s fast, easy, and doesn’t require any downloads. Integrated with Outlook. Once an appointment is booked, it appears automatically in the staff member’s Outlook calendar. That means no double-booking and better preparation for every meeting. Real-time confirmations. Members get instant confirmations and reminders via text or email, so they always know their appointment is set. Customized for your credit union. The look and feel of the booking tool can be fully branded with your logo, colors, and language—so it feels like part of your credit union, not a third-party tool. Flexible meeting types. Whether it’s in-person, by phone, or by video, Better Lobby supports all appointment types in one simple platform. Better Lobby helps you deliver smarter service, with less hassle—for your members and your staff. Operational Benefits for Credit Unions Better Lobby’s appointment tool isn’t just great for members—it’s a game-changer for branch operations, too. Less lobby traffic, shorter wait times. With more members booking ahead, your team can manage the flow of visitors and avoid long lines or crowded lobbies. Smarter staffing. Knowing who’s coming and when helps managers schedule staff more effectively, especially during busy hours or for specialized services. More prepared staff = better results. When staff know the purpose of an appointment ahead of time, they can prepare for the conversation—leading to higher satisfaction and more successful sales or service outcomes. Lower stress, smoother days. A steady, predictable schedule helps reduce pressure on your team and makes visits more pleasant for members. Better Lobby brings order to the branch experience, making your team more efficient and your members more satisfied. Better Member Experience from First Click to Final Handshake When members can choose how and when they connect, everyone wins. Appointment control = happier members. With Better Lobby, members pick a time that works for them—no waiting on hold or showing

Mobile Web Wait-time Indicator – very cool!

[Updated April 2025] Turning Travel Time into Wait Time: Smarter Service with Online Queuing The beauty of Better Lobby’s Online Queuing module is that it goes beyond simply showing wait times—it actively helps credit unions balance branch traffic and improve the member experience across the board. By letting members view real-time wait times or the number of people in line at each branch, your credit union gives them the power to choose the most convenient location. If one branch is backed up, they can head to a nearby location with a shorter line. It’s a small change with a big impact—spreading member traffic more evenly and reducing pressure on your busiest branches. But it gets even better. Once a member selects a branch, they can check in from their phone—before they even leave the house. That means their travel time becomes their wait time. When they arrive, they’re already in the queue, and your staff can greet them with confidence and preparation. Why this matters: ✅ Reduces crowding at high-traffic branches 🚗 Transforms idle travel into productive queue time 📲 Eliminates the need for a separate app download 📊 Gives branch managers visibility to plan staffing in real time This module doesn’t just improve convenience—it’s a strategic tool for branch operations. When your members feel in control of their time and experience faster service, satisfaction goes up. And when your branches are less overwhelmed, your staff can provide better service to everyone. In today’s world, convenience wins. Better Lobby’s Online Queuing helps credit unions meet members’ expectations while making smarter decisions about staffing, scheduling, and service delivery. Want to learn more about how Online Queuing can transform your member experience? Request a demo Members who join a credit union have great benefits and can be a smart financial decision. The following section is the original post from June 2012. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. What if your members could see at a glance what the nearest branch lobby wait times were (or any of your branches for that matter)? Now that is the height of convenience! Our goal with our latest Better Lobby solution called Mobile and Web Wait-Time Indicator was to allow your members to simply follow a link from your website to a mobile-sized page that is suitable for their iPhone or similar mobile device that gives them real-time access to your branch lobby status. Not only is this Wait-time Indicator quick and easy for members to use (no apps to download), but credit unions will be able to proudly add it to their mobile banking offerings alongside mobile RDC, ATM locaters, etc. – it is a great “high tech, high touch” addition! Read more about the Online Queuing Module that is a Wait-time Indicator Key Takeaway: All things mobile are hot right now and are predicted to remain that way for years to come. Being able to view lobby wait times in real-time is sure to be valued by both busy members and branch operations staff.  

Branch of the Future – Part 1 – Distance Matters

[Updated April 2025] Bringing Digital and Branch Strategies Together The research is clear—location still matters, even in a digital world. While more members are banking online or on their phones, they still want to know there’s a nearby branch when they need one. Especially for more complex services like loans, new accounts, or financial advice, in-person support remains a top priority. So how can credit unions make the most of this? By bridging the gap between digital and physical service—and that’s where Better Lobby comes in. With tools like Online Queuing and Mobile Appointment Booking, members can find a branch, check wait times, and reserve a spot—all from their phone or computer. It gives them the confidence that when they walk in, their time will be respected. Better Lobby also supports shared branching, making it easy for members to find and connect with service points beyond their home credit union—all while tracking visits and services in one unified system. Why This Matters for Growth 📍 Nearby branches help convert online searches into real visits 📲 Better Lobby tools make it easy to go from digital interest to in-person support 🧑‍💼 Real-time data helps managers see where members are going—and why Your website isn’t just a tool for digital banking—it’s a bridge to your physical branches. By promoting your locations and using Better Lobby to power them, you’re meeting members exactly where they are: online and in person. Branch Strategies: Bringing Credit Union Services Closer to Your Members In a world full of apps and digital tools, some things still matter—like having a local branch that members can count on. While online and mobile banking continue to grow, smart branch strategies remain key to keeping credit unions connected to their communities. So, what does a good branch strategy look like in 2024? It’s all about being accessible, flexible, and member-focused—and Better Lobby can help make that happen. Why Branch Strategies Still Matter Even as digital channels become more popular, members still want: ✅ Face-to-face support for complex services (like loans or account issues)✅ Trust and personal connection with local staff✅ Convenience—not every member lives near a large branch or prefers to bank online A strong branch strategy isn’t about adding more buildings—it’s about making your services feel close, no matter where your members are. 3 Smart Branch Strategies Credit Unions Should Consider 1. Use Appointments to Bring Expertise Anywhere Not every branch needs a full team of specialists. With Better Lobby’s appointment scheduling, you can let members meet with the right expert—whether they’re in another branch or working remotely via video. 📍 This helps small or rural branches stay valuable without needing full-time staff for every service. 2. Offer a Virtual Branch Experience Sometimes, members want branch-level service without leaving home. With Better Lobby’s video appointments, online queuing, and phone options, you can give members that in-branch feel—from their couch, car, or kitchen table. 💡 This is especially helpful for younger members, busy families, and those with limited mobility. 3. Streamline In-Branch Visits When members do visit a branch, make the experience smooth and efficient. Better Lobby tools like: ✅ Self-check-in kiosks ✅ Wall displays to show queue order ✅ Real-time service dashboards …help keep things moving—and make every visit feel professional and fair. Putting It All Together A great branch strategy doesn’t mean going fully digital or sticking to the old model. It means meeting members where they are—both physically and emotionally. Whether that’s a flagship location, a small neighborhood branch, or a virtual meeting, the goal is simple: Make it easy for members to get the help they need, from someone they trust. With Better Lobby, your credit union can do exactly that—without adding complexity for staff or increasing overhead. Final Thoughts Branch strategies are evolving, but they’re more important than ever. Credit unions that embrace flexibility, efficiency, and personalization will not only stay relevant—they’ll grow stronger member relationships in the process. Want to see how Better Lobby can support your branch strategy? Let’s talk. Request a demo   The following section is the original post from April 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Without a doubt, mobile and online banking are affecting branch networks, but physical branches are still critically important. Research firm Novarica noted this recently and fine-tuned this observation further by noting that branches are actually important when consumers are searching online for a new financial institution. Their research shows that more than half of consumers shopping for a new FI only want to compare institutions within five miles of home or work. Consumers in urban areas prefer closer branches, while those in rural communities are more likely to expand their search options beyond five miles. For members, joining a credit union might be the best financial decision they ever make. Key Takeaway: Consumers still desire the convenience of branches and use the Internet to find those locations, so credit unions must prominently promote their branch networks and shared branching locations on their home page.    

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.

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.

Exploring the Boundaries of Digital Banking: Addressing Limitations and Expanding Solutions for Credit Unions

In the ever-evolving landscape of banking, the transition to digital platforms has been nothing short of transformative. From convenient mobile applications to seamless online transactions, the advent of digital banking has undoubtedly revolutionized the way consumers manage their finances. However, amidst this technological advancement, it’s imperative to acknowledge the inherent limitations that digital banking presents, particularly in the realm of credit unions. J.D. Power’s Retail Banking Satisfaction Study sheds light on a crucial aspect often overlooked in the digital banking discourse – the significance of face-to-face interactions. While mobile channels offer unparalleled convenience and accessibility, they inherently lack the depth and nuance of in-person conversations. The study reveals that even consumers who primarily utilize digital channels express a longing for the interpersonal dynamics that branch interactions afford. Whether it’s seeking financial advice or resolving complex issues, there’s a tangible preference for the human touch that digital platforms struggle to replicate. Undeniably, the COVID-19 pandemic accelerated the adoption of digital banking, with many consumers embracing remote alternatives as physical branches shuttered across the nation. However, despite the surge in digital-only consumers, J.D. Power’s findings underscore a persistent trend – individuals who maintain a balance between digital and branch interactions tend to report higher levels of satisfaction. This correlation suggests that while digital platforms offer convenience, they may fall short in catering to the multifaceted needs of credit union members. So, what does this mean for credit unions striving to enhance member satisfaction and retention? The key takeaway lies in recognizing the value of face-to-face interactions and devising innovative solutions to bridge the gap between digital convenience and personal engagement. One such solution is the integration of appointment scheduling systems, allowing members to book in-person meetings at their convenience. By facilitating structured face-to-face interactions, credit unions can cater to the preferences of members seeking personalized assistance and advice. Moreover, embracing online queuing mechanisms can further optimize the branch experience, minimizing wait times and streamlining member interactions. By leveraging digital tools to enhance the efficiency of in-person service, credit unions can strike a balance between convenience and personalized attention, thereby catering to the diverse needs of their membership base. In essence, while digital banking offers unparalleled convenience and accessibility, it’s essential to acknowledge its inherent limitations in fulfilling the holistic needs of credit union members. By embracing a hybrid approach that combines digital innovation with personalized engagement, credit unions can navigate the complexities of modern banking while prioritizing the satisfaction and well-being of their members.

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.

Cutting Edge Kiosk Features

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

A First in the CU Marketplace: Online Queuing

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

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.

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.

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.

Mobile Video Banking Ready for Growth

BluCurrent Credit Union’s ($185 million & 22,000 members) five-year-old video banking program has allowed the CU to reduce branch staffing levels by two-thirds and reallocate resources to create a more robust call center and mortgage department. Using a video connection from the credit union’s contact center to the branch kiosks, their experts are able to serve three “desks” across the branch network – all with a typical wait time of under 2 minutes! The next step for the Springfield, MO-based credit union is to launch a mobile video application in partnership with Vidyo and Invo Solutions. Key Takeaway: Whether your credit union is ready for in-branch or mobile video (AKA BYOD, Bring Your Own Device) or both like BluCurrrent, we provide the missing links – an easy way to schedule video appointments, a method to seamlessly manage and serve branch visitors from your video-equipped branches, and coming soon a way to handle BYOD video interactions.

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.

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

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.

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.

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.

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.