The Rise of Contactless Credit Union Services: What Members Expect in 2026
In the last few years, credit union members have gotten used to doing things quickly and safely—often without touching a screen or waiting in line. What started as a response to the pandemic has now become the new normal. Technology offers people the ability not to touch public surfaces. For example, some faucets and sinks are automated and do not require touch. This is a new expectation and now you can offer contactless credit union services Today, people expect contactless service. They want to check in with a QR code, get updates on their phone, or meet with staff through a video call. For credit unions, keeping up with these expectations means offering more flexible, no-touch options that respect people’s time, health, and needs. In this blog post, we’ll look at why contactless technology is here to stay, how members use it, and how Better Lobby helps credit unions deliver the smooth, modern experience members want in 2026. Why Contactless is Here to Stay Over the past few years, the way members interact with credit unions has changed—fast. What started as a safety measure during the pandemic has now become something people expect: convenient, contactless service. Many members now prefer low-contact options like checking in with their phones, booking appointments online, or meeting by video. These aren’t just high-tech upgrades—they’re ways to make visiting the credit union feel easier, faster, and more comfortable. Contactless tools do more than just reduce germs. They also: Improve accessibility for people who may have mobility or sensory challenges Reduce waiting and touching shared surfaces Speed up service by letting members take action before even walking through the door Members have spoken—contactless service isn’t just nice to have, it’s expected. And with Better Lobby, credit unions can meet those expectations without sacrificing the personal service members still want. Up next, we’ll explore how QR Code Kiosks are making check-ins easier than ever. QR Code Kiosks – Touch-Free Check-In Better Lobby’s QR Code Kiosk makes it easy for members to check in without touching anything but their own phone. When members walk into a branch, they simply scan a QR code displayed at the entrance or service desk. This takes them to a secure check-in form they can fill out on their personal device—fast, safe, and completely touch-free. Why Members Love It: No need to touch shared screens Quicker check-in means less time waiting Reduces lobby congestion, especially during busy hours Credit unions love it too! The QR code screen is customizable, so it can match your branding with your logo, colors, and even a custom message. You can also set a proximity limit to make sure only members who are actually near the branch can check in—adding an extra layer of security. It’s a simple tool with a big impact—making service faster, safer, and smoother for everyone. Up next, we’ll look at how remote appointments are giving members even more control and convenience. Mobile Check-Ins – Control in the Member’s Hands With Better Lobby, members can check in right from their phones—whether they have an appointment or are using the online queue. If a member booked an appointment, they’ll get a link by email or text. When they arrive, they just tap the link to check in—no need to wait in line. If they’re using the online queue, they’ll receive a “parking lot check-in” text with a link. From their car or nearby, they can check in without stepping into the branch until it’s their turn. Members also get real-time updates about their place in line and how long they might have to wait. This makes everything feel more predictable and less stressful. Why it matters: More control for members Less guesswork and frustration Clear, transparent service experience Mobile check-ins put the power in your members’ hands—and help your staff stay organized and ready to serve. Next, we’ll explore how remote appointments are adding even more flexibility to the credit union experience. Remote Appointments – Meet Anywhere Not every member can make it to the branch—and that’s okay. With Better Lobby, your credit union can offer remote appointments through video or phone calls, making it easier than ever to stay connected. This option is perfect for: Working members with busy schedules People in rural areas far from a branch Members with mobility challenges who prefer to stay home Remote meetings are built right into Better Lobby’s appointment system. Members choose the type of meeting they want—in-person, video, or phone—when booking. Staff are automatically notified and can prepare just like they would for an in-person visit. Why members love it: No need to drive or wait in line Same great service—just more flexible Secure and easy to use Remote appointments let your credit union meet members wherever they are—at work, at home, or on the go. Up next, we’ll look at how secure digital documents keep the experience fast and paper-free. Conclusion: A Long-Term Shift, Not a Temporary Fix Contactless Credit Union Services isn’t just a short-term trend—it’s a permanent change in what members expect. What started as a safety measure during the pandemic has become the new standard for convenient, flexible, and accessible service. Credit unions that offer QR code kiosks, mobile check-ins, and remote appointments aren’t just keeping up with technology—they’re showing members that they listen and care about their preferences. Now is the time to ask:Is your branch ready for the contactless future? Better Lobby makes it easy to take the next step. With flexible tools that fit your needs, you can provide a faster, safer, and more member-friendly experience—starting today. Key Takeaways for Contactless Credit Union Services Contactless services like QR check-ins, mobile updates, and video meetings make branch visits faster, safer, and easier. Credit union members now expect these options—it’s no longer just a “nice to have.” Better Lobby gives credit unions the tools to offer a modern, flexible, and welcoming experience—whether in person or online. Request a demo
Why Every Credit Union Needs a Digital Front Door: Benefits of Online Queuing
What Is a Digital Front Door — and Why Credit Unions Need One Now In today’s connected world, first impressions happen long before a member walks through your credit union’s front door. That’s why many credit unions are turning to what’s known as a “digital front door”—a simple but powerful way to welcome members, streamline their visit, and reduce wait times. Before you dive into online queuing or kiosks, it’s helpful to understand why the digital front door matters and how it sets the stage for everything that comes next in your branch experience. What Is a Digital Front Door? A digital front door is any technology that helps members start their visit before they arrive at the branch. This includes features like: Online appointment scheduling Virtual check-ins Remote queue join options SMS or email confirmations Better Lobby’s tools—like Online Queuing and Self-Service Kiosks—are key parts of a credit union’s digital front door. Why It Matters 🔹 First Impressions CountMembers don’t like long lines or unclear wait times. A digital front door helps eliminate these issues by letting members join the queue ahead of time or check in quickly once they arrive. 🔹 Reduces FrustrationWaiting without information is stressful. But when members get real-time updates and know what to expect, they feel more relaxed—and more confident in your service. 🔹 Boosts Staff EfficiencyDigital tools do the heavy lifting when it comes to tracking arrivals, wait times, and service needs. That means your team can spend more time helping members and less time managing the line. Meeting Members Where They Are Members don’t just want better service—they expect it. And that means offering digital convenience without losing the personal touch. A digital front door helps you strike that balance by: Reducing crowding in the lobby Giving members more control over their visit Helping staff prepare in advance for scheduled appointments Whether a member walks in, joins a queue online, or scans a QR code at your branch, the experience should feel seamless from start to finish. A Foundation for the Future Adding a digital front door to your branch isn’t just a nice extra—it’s the foundation for modern credit union service. It’s what allows features like Better Lobby’s Online Queuing, QR Code Kiosk, and Appointment Scheduling to work together and create a truly member-friendly experience. If your credit union is thinking about how to improve service, reduce lobby wait times, or better manage peak hours, start with the front door. The digital front door. Request a demo Why Every Credit Union Needs a Digital Front Door: Benefits of Online Queuing In today’s digital age, credit unions are continuously seeking innovative ways to enhance member satisfaction and streamline their service delivery. One pivotal technology that is reshaping how credit unions operate is the digital queuing system. Better Lobby’s Online Queuing serves as a ‘digital front door’ for credit unions, offering numerous benefits that not only elevate member satisfaction but also optimize operational efficiencies. Enhanced Member Experience The primary benefit of online queuing systems like Better Lobby is the significant enhancement of the member experience. With Better Lobby, members can join a queue before they even step into a branch. This convenience means less time spent in physical lines, reducing frustration and increasing overall satisfaction. Members appreciate the autonomy and transparency of seeing real-time updates on their wait times and queue status directly from their mobile devices. Operational Efficiency For credit unions, operational efficiency is paramount. Better Lobby’s online queuing system allows branch managers to monitor foot traffic and adjust resource allocation in real time. This data-driven approach helps in managing peak times efficiently, ensuring that staff are optimally deployed to handle the influx of members without overwhelming resources. The result is a smoother operation that cuts down on idle times and maximizes staff productivity. Data-Driven Insights Beyond improving day-to-day operations, Better Lobby provides credit unions with valuable insights through data analytics. This system records and analyzes every aspect of member interactions—from wait times to service durations—allowing managers to identify patterns and pinpoint areas for improvement. Such insights are crucial for making informed decisions that enhance service delivery, tailor services to member preferences, and ultimately drive loyalty. Reducing Physical Barriers In the current climate, reducing physical contact and adhering to social distancing guidelines is also a priority. Online queuing minimizes the need for members to cluster in waiting areas, making it a safer and more comfortable environment for both members and staff. This aspect of digital queuing is particularly relevant in today’s health-conscious world. Competitive Edge Implementing a digital queuing system like Better Lobby gives credit unions a significant competitive edge. It modernizes the member experience, aligning with the digital services offered by larger banks and fintech companies. This modern approach to service can be a decisive factor for tech-savvy individuals looking for a primary financial institution. How Online Queuing with Better Lobby Makes Credit Union Visits Easier In today’s fast-paced world, no one wants to wait in a long line. That’s why more and more credit unions are turning to online queuing systems—and Better Lobby makes it simple. With Better Lobby’s Online Queuing, members can check in before they even arrive at the branch. That means less time waiting and more time getting the service they need. What Is Online Queuing? Online queuing lets members “get in line” remotely. They can check in from home, from the parking lot, or anywhere using their phone, tablet, or computer. Once they check in, they can see their estimated wait time and get real-time updates. This modern approach makes branch visits smoother and more convenient—for both members and staff. Key Benefits of Better Lobby’s Online Queuing ✅ Save TimeMembers don’t have to wait in a physical line. They can check in early, show up when it’s their turn, and enjoy a faster visit. ✅ Reduce CrowdingWith fewer people standing around waiting, your lobby feels calmer and more organized. This creates a more welcoming space. ✅ Improve Member SatisfactionWhen members feel like their time is
Benefits of Digital Queue Management Systems for COOs of Credit Unions
In the digital age, credit unions are increasingly turning to technology to streamline operations and enhance member satisfaction. One of the key innovations in this space is digital queue management systems. These systems revolutionize how members interact with their credit union, significantly impacting service delivery and operational efficiency. Introduction to Digital Queue Management for COOs What is Digital Queue Management? Digital queue management involves using software systems to manage and minimize wait times in service areas, particularly in credit union lobbies. These systems monitor the flow of members, optimizing the service process from start to finish. Why Credit Unions Need Digital Queue Management For credit unions, the focus is always on member satisfaction and operational efficiency. Digital queue management systems address both by reducing wait times and streamlining service delivery, thereby improving the overall member experience. Core Benefits of Digital Queue Management Systems Enhanced Member Satisfaction Digital queue management systems play a crucial role in enhancing the satisfaction of credit union members. By significantly reducing wait times, these systems ensure that members are served quickly and efficiently, respecting their time and schedules. The swift service not only enhances their experience but also fosters greater loyalty and encourages positive reviews and referrals among their networks. Good to Know: Implementing feedback mechanisms through digital queuing solutions can help credit unions gather immediate responses on service satisfaction, allowing for quick adjustments and personalized follow-ups. Increased Operational Efficiency When queue management is automated, the need for manual oversight diminishes, allowing staff to dedicate more time to providing personalized and detailed service to members. This shift not only speeds up transaction times but also improves the overall allocation of resources. Staff can be dynamically reassigned based on real-time queue data, ensuring that no single point gets overwhelmed, which maintains a steady flow of service. Good to Know: Advanced queue management systems can integrate with existing workforce management tools to align staff schedules with predicted peak periods, enhancing operational readiness. Data-Driven Decision Making One of the most powerful advantages of digital queue management systems lies in their ability to collect and analyze vast amounts of operational data. Credit unions can access detailed reports on metrics such as peak visit times, average wait times, and member visitation patterns. This data is invaluable for making informed decisions regarding branch operations, from adjusting staff shifts to planning for high-demand periods. Good to Know: For COOs looking to further leverage this data, integrating queue management analytics with BI tools can provide deeper insights into how service times impact overall member satisfaction and branch efficiency. This targeted approach to managing queues not only streamlines operations but also directly contributes to a more strategic management of branch resources, enhancing both member satisfaction and operational efficiency. Implementing Digital Queue Management in Credit Unions Choosing the Right System For COOs seeking to enhance operational efficiency, selecting an appropriate digital queue management system is a critical decision. The ideal system, such as Better Lobby, should not only meet the current needs of the credit union but also possess the flexibility to scale as the institution grows. This ensures longevity and adaptability of the investment. Compatibility with existing technological infrastructure is a must to facilitate smooth integrations and operations. Good to Know: While assessing systems, prioritize those offering robust data analytics capabilities, as these insights can drive further enhancements in service delivery and operational planning. Integration with Other Technologies A digital queue management system achieves its full potential when integrated with other key technological solutions within the credit union. This includes synchronization with CRM systems, which enriches member profiles with real-time service data, and appointment scheduling software, which can reduce no-shows and optimize member flow. Such integrations create a cohesive technology ecosystem that enhances the overall efficiency and member experience. Good to Know: Integration isn’t just about software compatibility; it’s also about creating a seamless experience for members who use multiple touchpoints of your services. Training and Adoption The success of new technology implementations within credit unions heavily relies on staff adoption. Comprehensive training programs are crucial in equipping staff with the necessary skills to utilize the digital queue management system effectively. Beyond initial training sessions, ongoing support and refreshers can help maintain high usage standards and ensure that the staff remains comfortable with system updates and new features. Good to Know: Consider implementing a phased training approach, starting with core functionalities before introducing more advanced features. This can help reduce overwhelm and increase overall system adoption rates. For COOs of credit unions, the implementation of a digital queue management system is not just a technological upgrade but a strategic move towards enhanced operational efficiency and improved member service. Ensuring careful selection, integration, and thorough staff training are essential steps that will lead to a successful transition and realization of long-term benefits. Future of COOs and Queue Management in Credit Unions Trends and Innovations The trajectory for queue management in credit unions is clearly pointing towards the integration of more sophisticated technologies such as Artificial Intelligence (AI) and predictive analytics. These advancements are set to revolutionize how credit unions forecast member traffic and service requirements. By leveraging AI, queue management systems can predict peak times with remarkable accuracy, enabling COOs to allocate resources more effectively and enhance member satisfaction by preemptively managing wait times and service expectations. Good to Know: Investing in AI-driven analytics can also help in identifying patterns and trends in member behavior, which can be pivotal for strategic planning and service enhancements. Embracing Digital Transformation In the rapidly evolving financial landscape, digital transformation is no longer optional but a necessity for staying competitive. For COOs, this means harnessing the potential of digital queue management systems to transform both member experience and back-end operations. These systems facilitate a smoother transition to digital processes, aligning with broader digital transformation goals such as improving service delivery and operational agility. Good to Know: Digital transformation through queue management not only enhances operational efficiency but also supports environmental sustainability by reducing the need for physical materials and
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.
How to Reduce Member Wait Times with Lobby Management
Discover how credit unions can dramatically reduce wait times and enhance member satisfaction with Better Lobby’s effective management techniques. Explore practical tips and advanced tools for optimizing every step of the member journey.
Online Queuing Systems for Credit Union Branches
In today’s fast-paced world, credit unions are continually looking for ways to enhance operational efficiency and improve member satisfaction. One of the most effective solutions is the adoption of online queuing systems. These systems streamline the process of managing member visits, reducing wait times and optimizing service delivery in credit union branches. Introduction to Online Queuing Systems What is an Online Queuing System? Imagine you want to visit your credit union, but you don’t want to wait in a long line. An online queuing system is like having a magic ticket that lets you join the line from anywhere — your home, work, or while running errands — using just your phone or computer. This smart system keeps you updated with real-time alerts about your spot in the line and how long you’ll wait before it’s your turn. This means you can plan your visit perfectly without wasting time sitting in the lobby. Sometimes this system is called a virtual queue. Online Queuing Systems for Credit Union allows members to be added to this virtual queue. Similar to a fast lane at amusement parks. Good to Know: Using this system is as easy as checking the weather on your phone. It tells you the best time to visit so you can slide right into your turn without the wait. Importance of Online Queuing Systems for Credit Union Credit unions are all about making members feel valued, much like a favorite coffee shop where the barista knows your order. If the service is slow, customers might think about going somewhere else. Queuing systems help credit unions make every member’s visit smooth and fast. Members get happy because they don’t have to wait long, and the staff can see who’s coming and get ready to help them right away. It’s a win-win: members feel taken care of, and the credit union works like a well-oiled machine. Good to Know: These systems help credit unions keep things running so smoothly that members feel like VIPs, making them want to come back again and again. Core Features of Online Queuing Systems for Credit Union Remote Queue Joining Imagine you can join a line at the credit union from your home or while doing errands. Just like picking the best time to go to a grocery store, you can check on your phone or computer to see how many people are waiting at the credit union. This way, you can decide when to go so you don’t have to wait too long. Good to Know: You can use the same website or app where you check your account to join the queue. It’s super easy and saves you a lot of time. Automated Notifications When you’re in the queue, you won’t have to keep checking how long until it’s your turn. The system will send you messages to tell you when it’s almost your turn. You can go on with your day and just show up when it’s time for your turn. Good to Know: Make sure you have notifications turned on in the app so you don’t miss your turn! Data Insights The credit union keeps track of how many people visit and how long they wait. This helps them figure out how to make things better. For example, if Monday mornings are super busy, they might put more staff on to help everyone faster. Good to Know: Your credit union uses this information to make your visits quicker and more enjoyable, not to keep track of what you do. Implementing Online Queuing Systems in Credit Unions Integration with Existing Systems When credit unions start using online queuing systems, it’s like adding a new piece to a puzzle. This new piece needs to fit perfectly with the other pieces (like the computer systems they already use) so that everything works smoothly together. This means when you join a line using your phone, the system knows and keeps everything organized. Good to Know: This integration helps your credit union keep all its information in one place, so they don’t mix up details or lose track of what you need help with. Staff Training Just like learning to use a new smartphone, the staff at your credit union needs to learn how to use the new queuing system. They get special training to make sure they know how to handle the software like pros. This way, they can help you better and make sure everything goes fast and easy when you visit or call. Good to Know: After training, staff can answer your questions about the queue system quickly and easily, making your experience better. Member Education It’s also super important for you, the member, to understand how to use the queuing system. The credit union will teach you through emails, messages on social media, and signs when you visit. They want to make sure you know how to join a queue or check your place in line without any hassle. Good to Know: Watch out for simple guides and tutorials from your credit union on how to use the queuing system. They’re made to make your life easier and save you time. Best Practices for Managing Online Queues Real-time Monitoring Think of real-time monitoring like keeping an eye on a busy playground. Credit unions watch their queues closely, just like a teacher watches students. This helps them see how busy they are and lets them send more staff to help out when it gets too crowded. This way, they make sure everyone gets served quickly and smoothly. Good to Know: This monitoring helps the credit union make quick decisions, like calling in more staff during surprise busy times, so you don’t have to wait too long. Feedback Collection Just like how your opinion matters when you’re eating at a restaurant, credit unions care about what you think of their service. They ask you how your experience was using tools right in the queuing system. Your feedback helps them make things better, like changing how
The Future of Banking: How Credit Unions Can Stay Competitive with Innovative Tech
In today’s fast-evolving financial landscape, credit unions are finding it increasingly crucial to adapt and innovate to meet the growing expectations of their members. The adoption of advanced technology not only enhances operational efficiency but also significantly boosts member satisfaction and retention. This blog explores essential technologies such as online queuing systems, video meeting platforms, and advanced mobile banking features that are reshaping the future of banking. By integrating these innovations, credit unions can stay competitive and relevant in the digital age, ensuring they not only meet but exceed member expectations. The Importance of Staying Competitive with Innovative Tech In the financial sector, credit unions face a unique set of competitive pressures. Unlike large banks with vast resources at their disposal, credit unions often operate with more limited budgets and must find innovative ways to attract and retain members. This dynamic landscape demands agility and forward-thinking strategies to stay relevant and competitive. Navigating Competitive Pressures Credit unions are not just competing with other local or national credit unions but also with major banks, fintech startups, and online financial service providers. These competitors often deploy cutting-edge technology solutions to improve their services and efficiency, setting high standards for member expectations. Credit unions, therefore, must adopt strategies that leverage technology to match or exceed these offerings to maintain their member base and grow. Technology as a Differentiator Technology can be a significant differentiator in the crowded financial marketplace. For credit unions, adopting innovative tech solutions isn’t just about keeping up with competitors; it’s about creating unique value propositions for their members. Technologies that streamline operations, such as online queuing systems, not only enhance efficiency but also drastically improve the member experience by reducing wait times and adding convenience. Similarly, video meeting platforms can extend the reach of credit unions beyond their physical branches, offering members the flexibility to engage with financial advisors from the comfort of their homes or on the go. This level of accessibility is particularly appealing to younger members who prefer digital interactions and value the convenience of remote banking services. Moreover, integrating advanced technologies helps credit unions collect and analyze data to understand member needs better and tailor services accordingly. This data-driven approach can lead to more personalized member experiences, increasing satisfaction and loyalty. In conclusion, for credit unions, staying competitive in today’s financial landscape means embracing the role of technology not only as a tool for operational efficiency but also as a cornerstone for member engagement and satisfaction. By doing so, they position themselves as progressive, member-focused institutions ready for the future of banking. Key Technologies Driving Change As credit unions navigate the rapidly evolving financial landscape, several technologies are proving instrumental in transforming their operations and member services. Let’s explore how online queuing systems, video meeting platforms, and mobile banking enhancements are driving this change. Online Queuing Systems One of the most impactful technologies for credit unions today is the online queuing system. This technology allows members to reserve their spot in line before they even arrive at the branch, significantly reducing physical wait times and enhancing the overall service experience. The ability to manage queue times effectively not only streamlines branch operations but also improves member satisfaction by respecting their time and commitments. Furthermore, this system provides valuable data that can help credit unions better understand peak times and member flow, allowing for more efficient staff allocation and resource management. Video Meeting Platforms Video meeting platforms have revolutionized the way credit unions interact with their members. These tools extend the reach of credit unions, allowing them to offer personal, face-to-face service without the need for members to visit a branch. This is particularly beneficial for members who live far from branches or have mobility issues. Video meetings are not just a convenience; they are a necessity in today’s digital world where consumers expect flexibility and accessibility. They allow for consultations, document sharing, and even complex financial advisory services to be conducted remotely, providing a seamless and secure member experience. Mobile Banking Enhancements The surge in mobile banking technology has brought numerous enhancements that are critical for credit unions aiming to stay competitive. Innovations in mobile platforms now offer more than just basic transaction capabilities; they include features like biometric security, personalized financial insights, real-time notifications, and more. These enhancements not only improve the security of mobile banking transactions but also enhance the user experience by making banking more intuitive, personalized, and accessible at any time. Advanced features such as mobile check deposit, instant block/unblock features for lost cards, and customized alerts add layers of convenience that appeal to tech-savvy consumers. Implementation Challenges and Solutions Adopting new technologies can revolutionize the way credit unions operate and serve their members, but it often comes with its own set of challenges. Understanding these obstacles and how to effectively overcome them is crucial for a smooth transition and successful implementation. Common Obstacles Credit Unions Face When Adopting New Tech Resistance to Change: One of the most significant barriers is the natural resistance to change from both staff and members. People are generally accustomed to their routines and might be skeptical about new systems and processes. Integration with Existing Systems: New technologies must work seamlessly with existing legacy systems, which can be complex and time-consuming. Integration issues can lead to operational disruptions and user frustration. Training and User Adoption: Ensuring that all staff are adequately trained and comfortable with new technology is essential. Poor training can lead to low adoption rates and not utilizing the technology to its full potential. Cost Constraints: Budget limitations can restrict the ability to adopt the best solutions or implement them in the most effective way. This can result in partial deployments that fail to deliver expected benefits. Security Concerns: With any new technology, especially those involving data transfer and online interactions, there are significant security concerns that need to be addressed to protect member information and comply with regulations. Strategies to Overcome These Challenges Comprehensive Change Management: Implement a robust change management strategy
Optimizing Branch Efficiency: Discover How Better Lobby Enhances Your Credit Union’s Operations
Better Lobby is a lobby management platform designed specifically for credit unions. The platform helps credit unions with Optimizing Branch Efficiency. It addresses the unique needs of credit unions, providing features that ensure efficient and effective lobby management. Key Features of Better Lobby: Queue Management: Streamline the flow of members with efficient queue management. Reduce wait times and enhance the member experience. Appointment Booking: Allow members to book appointments online, reducing in-branch wait times and improving service efficiency. Data Analytics: Gain valuable insights with detailed reports and analytics. Understand member behavior, track visits, and optimize operations. Member Communication: Keep members informed with real-time updates and notifications, ensuring a smooth and transparent experience. Queue Management Better Lobby’s queue management system is designed to streamline the flow of members within the credit union, significantly reducing wait times and enhancing the overall member experience. This helps Optimizing Branch Efficiency. The feature allows branch managers to effectively manage the influx of members by dynamically adjusting service resources based on real-time queue data. This means members spend less time waiting, leading to increased satisfaction and loyalty. Good to Know: Leveraging queue analytics can help predict busy periods and prepare accordingly, not just reactively but proactively adjusting staffing levels to manage member flow efficiently. Appointment Booking The appointment booking feature of Better Lobby allows members to schedule their visits at their convenience, directly from their smartphones or computers. This functionality not only reduces the congestion in the branches but also allows staff to prepare for appointments in advance, leading to more personalized and efficient service. Members appreciate the ease with which they can plan their visits, and staff can optimize their workflow and focus more on member engagement rather than administrative tasks. Good to Know: Utilizing the appointment pre-check feature can further enhance efficiency by ensuring that members arrive prepared for their appointments, reducing delays and increasing the throughput of service encounters. Data Analytics Better Lobby provides powerful data analytics tools that give branch managers and COOs comprehensive insights into member behaviors and branch operations. These insights include tracking peak visit times, member wait times, and service completion times, allowing for data-driven decision-making that can profoundly impact operational efficiency and strategic planning. Good to Know: Integrating these analytics with your CRM can provide a 360-degree view of your members, enhancing personalized marketing efforts and improving cross-sell opportunities. Member Communication Effective communication is pivotal in managing member expectations and enhancing their banking experience. Whether it’s a reminder for an upcoming appointment or an alert when their turn is approaching, members stay informed every step of the way, reducing uncertainty and building trust. Good to Know: Implementing automated feedback collection post-visit can provide immediate insights into member satisfaction, allowing you to make quick adjustments to services and potentially turn a mediocre member experience into an excellent one. By integrating these key features, Better Lobby not only streamlines branch operations but also transforms how credit unions interact with their members, leading to enhanced efficiency and elevated member satisfaction. These tools are essential for any credit union looking to stay competitive in today’s fast-paced financial environment. The Better Lobby Advantage Real-Time Monitoring Better Lobby equips your credit union with the capability to monitor lobby activities as they happen, offering a real-time view that is crucial for managing operations dynamically. This instantaneous insight allows branch managers to adjust staffing levels and allocate resources efficiently to meet the fluctuating demands throughout the day, thus minimizing service delays and enhancing member satisfaction. Reports Utilize preconfigured reports for quick access and ease of use. These reports can provide snapshots of employee activities and member experience metrics, allowing for swift assessment and response to operational needs. Dashboard The comprehensive dashboard presents an overarching view of the credit union’s operational health. Managers can focus on specific time ranges or branch locations, drilling down into detailed data to understand patterns and anomalies that could impact service quality. Remote Manager A standout feature for COOs and branch managers overseeing multiple locations, the Remote Manager function lets you view real-time activities and assess how busy each branch is from anywhere. This capability is essential for coordinating responses across several locations, ensuring consistent service quality regardless of geographical spread. Good to Know: Implementing real-time monitoring not only enhances operational responsiveness but also contributes to a proactive management style. By identifying trends and potential issues before they escalate, your credit union can prevent major disruptions and maintain a smoother operation, leading to a more reliable member service experience. Enhanced Member Experience Better Lobby is designed to drastically improve how members interact with your credit union. By significantly reducing wait times and streamlining the entire service delivery process, Better Lobby ensures that members spend less time in queues and more time receiving the personalized attention they deserve. This efficient service model not only meets but often exceeds member expectations, leading to a noticeable boost in overall satisfaction. The system’s ability to manage appointments and queues digitally reduces the congestion typically seen in busy branch environments. This smoother flow naturally enhances the member experience, as it minimizes frustration and allows members to engage with staff under less pressured circumstances. Moreover, the digital framework provided by Better Lobby keeps members informed with real-time updates about their wait status or any changes to their scheduled appointments, which reinforces a transparent and communicative relationship. Good to Know: A satisfied member is more likely to become a loyal advocate for your credit union. Implementing strategies like targeted greetings and services, based on the data collected through Better Lobby, can personalize interactions further, making members feel valued and understood. Enhancing the member experience goes beyond operational efficiency; it’s about creating a welcoming environment. Use the insights gained from Better Lobby’s analytics to understand peak times and member preferences, tailoring your staff’s approach to meet these dynamics effectively. Scalability and Flexibility Better Lobby’s system is crafted with scalability at its core, perfectly suited to accommodate credit unions of all sizes, from smaller local branches to large institutions with
Redefine the Branch Experience
Research continues to show that most Americans still prefer branches for more complex financial needs and advice. The consensus among industry observers is that branches must quickly transition away from transactions to become centers of advice and sales. In order to make this transition, your branch staff will need the latest technology and tools that will empower them to better engage with members. One tool that helps deliver higher levels of service is texting. Americans of all ages enjoy and use texting on a daily basis for quick communication. We have developed texting tools that your members will appreciate, e.g., Text Me When I am Soon to be Served; Parking Lot Check-in via text; and Notify Now that permits your staff to text waiting visitors that it is their turn for service. Key Takeaway: Redefining the branch experience demands innovative software. This is our reason for being: providing innovative, affordable software solutions that help CUs deliver the highest standard of service.
No Insignificant Branch Visit
Long time financial industry consultant Dave Martin recently published an article where he noted that “there is no such thing as an insignificant branch visit any longer. Providing excellent service in our branches has always mattered. In many ways, it has never mattered more.” Very timely post-pandemic observations for CUs to consider as they re-open their lobbies. Your members have missed face to face service and now is the time to make sure that you welcome them back as best that you can. This means making it easy for members to: Schedule appointments Check-in with kiosks See their place in line with a wall display Place their name in the queue remotely Notify branch staff that they are waiting in the parking lothttps://www.betterbranches.com/wall-display.html Key Takeaway: We are here to help you implement each of the items above, and help ensure that every branch visit is positive and productive for your visitors.
Curbside Member Service
Member service can begin even before your lobby front door. Just as with many other industries, CUs have begun providing services curbside, including notarizations and loan document signings. This not only serves as a Covid safety measure, but it can be more convenient for elderly or disabled visitors. We recognized in the early days of the pandemic that the parking lot was becoming the new lobby and responded by adding our Parking Lot Check In functionality. This is a simple and easy to use feature that conveniently checks in members from the safety of their cars. Key Takeaway: By utilizing the Parking Lot Check In feature of our Online Queueing module, your CU can easily know when a member arrives, track who has been waiting and provide stellar member service at the member’s vehicle or in the lobby.
Revolutionizing Credit Union Branches: Post-COVID Branch Technology Trends
In a recent insightful piece featured in the Financial Brand, James Caliendo, CEO at PWCampbell, emphasized the critical role of embracing fresh branch technology approaches for the future prosperity of financial institutions (FIs) post-pandemic. Caliendo advocated for the expansion of branch technology offerings to include innovative tools such as interactive kiosks, iPad integration, digital marketing screens, and video conferencing—a sentiment we wholeheartedly support. From the COVID-19 pandemic, credit unions have had to navigate uncertainties and adapt to the new environment. Technology like the lobby management solution of Better Lobby have enabled credit unions to adapt during and after the COVID-19 pandemic. Credit unions are mission-first institutions that members and their local community rely on, include small business, the backbone of economies. Empowering Small Businesses: The Credit Union Difference Credit unions are not just another financial institution—they are pillars of support for local communities and small businesses alike. Unlike traditional banks, credit unions operate as member-owned cooperatives, prioritizing the needs of their members and the communities they serve above profits. This unique structure enables credit unions to offer a range of tailored financial products and services specifically designed to support the growth and success of small businesses. 1. Access to Affordable Financing Credit unions understand the challenges that small businesses face when seeking financing. That’s why they offer competitive loan rates, flexible terms, and personalized lending solutions to help small businesses access the capital they need to thrive. Whether it’s a business loan, line of credit, or equipment financing, credit unions work closely with small business owners to find the right financial solution to meet their unique needs. 2. Personalized Relationship Banking One of the key advantages of banking with a credit union is the personalized service and relationship-focused approach they offer. Unlike large banks, credit unions take the time to get to know their members and understand their businesses. This personalized approach enables credit unions to provide tailored financial advice, support, and guidance to small business owners, helping them make informed decisions and achieve their goals. 3. Business Support Services In addition to financial products and services, credit unions often offer a range of business support services to help small businesses succeed. From business checking accounts and merchant services to payroll processing and cash management solutions, credit unions provide the tools and resources small businesses need to manage their finances more effectively and efficiently. 4. Community Impact Beyond their role in providing financial services, credit unions are deeply committed to supporting the communities they serve. By banking with a credit union, small businesses can feel confident knowing that their deposits are reinvested back into the local community through loans to other members and community development initiatives. This creates a cycle of support that strengthens the local economy and fosters growth and prosperity for all. Supporting Small Businesses, Building Stronger Communities In conclusion, credit unions play a vital role in supporting the growth and success of small businesses. With their focus on personalized service, competitive financing options, and commitment to community impact, credit unions are uniquely positioned to help small businesses thrive. By partnering with a credit union, small business owners can access the resources, support, and expertise they need to achieve their goals and build a brighter future for themselves and their communities. Meeting the Demands of Tomorrow with Better Lobby At Better Branches Technology, we have taken Caliendo’s recommendations to heart and have meticulously addressed each area with our Better Lobby modules, ensuring credit unions are equipped with cutting-edge solutions to thrive in the evolving banking landscape. 1. Interactive Kiosks & iPad Integration (Better Lobby Kiosk) Our Better Lobby Kiosk module redefines member engagement within credit union branches. By seamlessly integrating interactive kiosks and iPad functionalities, credit unions can offer members self-service options, empowering them to complete transactions, access information, and engage with personalized content at their own pace. From account inquiries to appointment scheduling, BL Kiosk 5 enhances branch efficiency while delivering a tailored experience that resonates with members. 2. Digital Marketing Screens (Better Lobby Wall Display) The Better Lobby Wall Display module transforms traditional branch environments into dynamic, interactive spaces. With eye-catching digital marketing screens, credit unions can captivate members’ attention with targeted messaging, promotional offers, and educational content. By leveraging the power of visual communication, BL Wall Display enhances brand visibility, drives product awareness, and fosters deeper connections with members, ultimately driving engagement and loyalty. 3. Video Conferencing (Better Lobby Flexible Branches Video) In today’s digital age, the ability to connect with members remotely is more important than ever. Our Better Lobby Flexible Branches Video module empowers credit unions to offer virtual banking services through seamless video conferencing capabilities. Whether members seek financial advice, assistance with complex transactions, or personalized consultations, BL Flexible Branches enables credit unions to deliver the same level of personalized service virtually as they do in-branch, fostering trust and convenience while expanding access to financial services. Key Takeaway: Enhancing the Member Experience through Technology While technology will never replace the value of face-to-face branch interactions, its role in enhancing the overall member experience cannot be overstated. By embracing innovative solutions like Better Lobby, credit unions can position themselves at the forefront of member-centric banking, driving satisfaction, loyalty, and long-term success in the post-pandemic era.
Parking Lot Check-in Proves Popular
We have been getting very positive feedback on our new Parking Lot Check-in feature which is a simple and easy to use feature that conveniently checks-in members from the safety of their cars. It is not that surprising because this latest addition to our Better Lobby Online Queuing module was developed as a direct result of CU client feedback With lobby traffic limited in many areas of the country, CUs are looking for ways to remain efficient while simultaneously creating a safe environment for their branch visitors. Online Queuing and Parking Lot Check-in are ideally suited to achieving these goals. Key Takeaway: The benefits of this Parking Lot Check-in functionality are numerous not only when social distancing measures are in place, but we feel that they will continue to resonate with members long after the COVID-19 pandemic passes.
Parking Lot Check-in Now Available
After implementing our Online Queuing module (software which enables branch visitors to place their name in the Better Lobby Main Service Queue – for walk-in service – before arriving at the branch) at various CUs across the US, we received feedback from our CU partners that they really wanted their members to be able to “announce” their arrival in the branch parking lot via a text message. Our developers responded quickly and we are proud to announce the release of our new Parking Lot Check-in feature. Once members have queued online, they receive a TEXT message with a “check-in” link that can be used when they arrive at the branch parking lot. It’s a simple and easy to use feature that conveniently checks-in members from the safety of their cars. Key Takeaway: By allowing members to wait in their cars, credit unions will be putting both their members and their employees at ease.
The Branch Experience
According to a recent report from research firm Celent, “when it comes to quick questions, the call center beats text messaging, chatbots or social media. But for longer conversations on financial advice, new account or loan applications, and other key life transitions, customers across all age groups still prefer in-person interaction.” They conclude that financial institutions “should invest in making their branch experiences more seamless and powerful.” Key Takeaway: Despite overwhelming satisfaction with mobile/online banking tools, along with increased digital channel adoption levels during the pandemic, many members still have a strong desire for in-person service. We can help you make these branch experiences more seamless and productive via our appointment scheduling and online queuing tools.
Branches Going Forward Post-COVID
The Financial Brand recently surveyed knowledgeable industry experts on how the coronavirus may have changed in-person banking forever. Here are a few sample responses: David Horton, Managing Director, Global Head of Innovation for Thynk Digital: “Long term, I do not see too much [downward] impact on the role of the branch when providing advice on complex financial products like mortgages, insurance and investing, as the ‘human’ element is still very much in demand by the consumer.” Bob Meara, senior analyst with Celent’s banking practice: “Money is a sensitive, emotional and complex topic. People will continue to value traditional face-to-face interaction for such matters.” Steven Page, VP of IT, Marketing and Digital Banking for SafeAmerica Credit Union: “Touch, smell and the pure simple optics of a branch will be critical. The institutions that take it seriously will be the winners.” Key Takeaway: Members will always want to meet with your staff, so every CU will need to do their best to help ensure that these interactions are done safely and efficiently. Our solutions, the Mobile Appointment Booking Tool, Online Queuing and Kiosk 5 with its “text me when I am soon to be served” feature, are designed for CUs looking to accomplish these goals.
Improve the experience and safety of your lobby visitors
Personal finances need constant attention, especially when disaster hits. In difficult times, many people want face-to-face advice which is why many CUs are finding creative and safe ways to keep their lobbies open. Here are some ways that we help CUs accomplish this goal: Appointments – Many FIs and other organizations are currently switching to appointment-only branch visits. Online Queuing – Online queuing addresses lobby waiting issues by empowering your members to queue in advance or avoid queues altogether. “Text me when I’m soon to be served” – With this new feature in Better Lobby, visitors are free to wait for branch service wherever they like and know that they will receive a text when they are soon to be served. Key Takeaway: Branches have always provided the most personalized way to deliver service, information, and counseling. When everyday life is disrupted unexpectedly, face-to-face branch visits become even more critical in positioning your CU as a trusted advisor.
The Branch is Still a Rock
In a recent timely article, long time banking consultant Dave Martin offered some insightful observations on the value of branches: “Our branch employees will have numerous opportunities over the next few months to strengthen relationships and build customer loyalty like few other times in history.” “There will be many customers dealing with unplanned issues and concerns caused by an economic disruption, and in anxious times folks are drawn to positive, empathetic, and helpful people.” He concludes that: “In trying times, branches are the rocks of many folks’ banking relationships.” Key Takeaway: At Better Branches Technology, we are fully committed to helping credit unions be that rock for their members. We have numerous solutions that can help CUs keep their lobbies open while safely and efficiently serving members.
Branches Play a Key Role in Every CU’s Digital First Strategy
NCR’s SVP and General Manager Doug Brown recently observed that “the branch is a digital ecosystem in and of itself and it should be connected to the digital banking, self-service ecosystem.” He is convinced that the branch can play a vital role in the creation of a “digital first” financial institution – and so are we. We have developed three solutions that enable CUs to connect their branches directly to their members’ digital experiences: 1) the Mobile Appointment Booking Tool; 2) Online Queueing; and 3) Video Meeting Queues. Key Takeaway: One of the primary missions of Better Branches Technology is to help bring your CU’s branch experience into the 21st century, and we accomplish this via innovative software that links your digital channels to your branches.
Valuing Your Members Time
Everyone agrees that the branch is shifting from a transactional place to an advisory place. The move away from transactions has led to branch staff to spend more time on account servicing transactions and sales/new account opening. This means that credit unions must focus on how they interact with members and prospects in these two specific areas. We would argue that branch visitors want an efficient and speedy interaction whether they have account servicing issues or want to open a new account. Key Takeaway: Members expect their credit union to value their time – Better Lobby Online Queuing Module helps meet that expectation by helping to ensure that that they spend less time waiting in your lobby for service.
Consumers embrace mobile banking, but still value branches
According to an Adobe study that was conducted in late 2019, 75{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers that they surveyed still believe physical branches matter and 70{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of them have still visited a branch location in the past month. Craig Peasley, director of marketing at Adobe, said “the data shows that there’s still room to delight customers with offerings that combine the face-to-face service that’s still popular and digital offerings.“ One way to delight your members is to make it easy to visit your branches while simultaneously assuring them that they will receive speedy service. We offer two ways to accomplish this: 1) appointments and 2) online queueing. Key Takeaway: Appointments and online queuing strengthen both your digital channels and your branch network – a true win-win.
Adding Value to Branch Digital Signage
For many years lobby digital wall displays have presented branch visitors with news, sports updates, financial health tips, fraud alerts, video footage featuring volunteer events and fundraisers, and of course CU products and services pitches. Yet one often overlooked feature is showing waiting members their position in the service queue. Better Lobby Wall Display module not only shows visitors their place in line, but it can also be configured to identify those visitors that have appointments, so that “walk-in” visitors are not surprised when those with appointments are served before them. It also supports our new Online Queuing module by showing members who have “virtually checked-in” remotely. Key Takeaway: Boost the usefulness of your digital displays – and your member service levels – by showing your branch visitors their position in the queue with the affordable Better Lobby Wall Display module.
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.