Modern Branches, Modern Tools: How Digital Displays Are Improving the Credit Union Experience
[Updated October 2025] Credit unions are moving beyond paper brochures and static posters—and for good reason. Today’s members expect a modern, tech-forward experience when they visit a branch. That’s why more credit unions are replacing printed materials with digital signage that not only promotes products but also improves the member experience in real time. From Paper to Screens: A Smarter Lobby Experience Branches like UniWyo Federal Credit Union have already made the switch—replacing racks of brochures with bright, dynamic screens that engage members the moment they walk in. It’s a growing trend across credit unions of all sizes, and Better Lobby is proud to help lead the way with our Wall Display module. The Wall Display doesn’t just look great—it keeps your lobby running smoothly. Members can see where they are in the queue, who’s currently being served, and estimated wait times. This visibility builds trust and reduces stress, transforming the waiting experience into one that feels fair, transparent, and efficient. The Power of Pairing with the Better Lobby Kiosk When combined with the Better Lobby Kiosk, the Wall Display becomes even more powerful. Members can check in on their own using a tablet, desktop, or QR code kiosk—and instantly see their name appear on the Wall Display. This seamless interaction eliminates confusion and helps everyone in the lobby understand the flow of service. Managers also benefit from this pairing, gaining better visibility into traffic patterns and staffing needs without adding more work for their teams. Why It Matters Digital displays and self check-in kiosks aren’t just upgrades—they’re part of a smarter, more member-focused branch strategy. Together, they: Reduce frustration by showing clear, real-time updates. Show professionalism with modern, branded visuals. Demonstrate innovation that aligns with members’ digital expectations. Free up staff to focus on meaningful member interactions instead of managing lines. Key Takeaway about the Wall Display and Kiosk Combining Better Lobby’s Kiosk and Wall Display modules gives credit unions the tools to modernize their branch experience. It’s a simple yet powerful way to show members that your credit union values their time, embraces technology, and continues to put people first. 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. Many credit union marketing departments are foregoing brochures for in-branch digital signage. This trend is noticeable in credit unions of all sizes. Case in point: Laramie, WY-based UniWyo Federal Credit Union, which has $271M in assets and about 24,000 members, recently replaced paper brochures in their lobbies with screens. We have addressed this trend head on with the release of our Branch Queue Display module which is the latest addition to our industry leading Better Lobby management platform. Because we developed this module to be responsive, credit unions can run it on virtually any screens that they have in their branches. Key Takeaway: it makes perfect sense to combine digital marketing with the ability to show waiting visitors their place in the queue. It visually demonstrates to your members that you are a technologically advanced credit union that places a high value on your members’ time during each branch visit.
Branches in the Mobile Age
[Updated September 2025] In today’s world of mobile apps and online banking, some may think branches are becoming less relevant. But research continues to show that branches still provide a unique advantage—one that directly impacts both service quality and financial performance. A study from the Federal Reserve Bank of Cleveland found that financial institutions with a physical branch presence were able to make better quality loans. Why? Because branches give staff access to “soft information”—insights about members, their communities, and local economic conditions that simply can’t be captured by numbers alone. This local knowledge helps credit unions make smarter decisions, reduce risk, and better serve members. The Human Side of Banking Branches remain essential for building personal relationships, fostering trust, and supporting members through complex financial decisions. Whether it’s applying for a mortgage, planning for retirement, or resolving an issue, many members still prefer face-to-face interactions when the stakes are high. At the same time, digital channels are vital for convenience and speed. The strongest credit unions don’t choose between digital and in-person service—they integrate both to create a seamless experience. Connecting Branches and Digital Channels One of the best ways to bridge the digital and physical is through online and mobile appointment booking. By allowing members to schedule time with branch staff in advance, credit unions can: Give members confidence that they’ll be seen quickly and prepared for. Reduce lobby wait times and improve satisfaction. Help staff prepare for appointments and provide better service. Align digital convenience with the personal touch of the branch. Key Takeaway Branches aren’t going away—they’re evolving. By combining digital tools like appointment scheduling with the unique advantages of local branch knowledge, credit unions can deliver the best of both worlds: convenience and human connection. With Better Lobby’s Mobile Appointment Booking Tool, your credit union can strengthen service quality while boosting branch productivity and sales. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. According to a recent study by the Federal Reserve Bank of Cleveland, branches provide an information advantage that helps bolster the bottom line, even in an era of Internet and mobile banking. Cleveland Fed researcher Kristle Romero Cortés found that financial institutions “were able to make better quality loans when they had a branch in the area, which suggests that their local presence gave them invaluable information about borrowers and conditions in the local economy.” Branches are all about personal relationships, community affinity and handling complex financial decisions. Digital offerings are absolutely essential and complement the branch network, but they can never replace it. Key Takeaway: One of the best ways to connect your branches to your digital channels is by allowing your members to make appointments with your branch staff. Our Mobile Appointment Booking Tool is the right tool for the job because it boosts member service quality, while simultaneously positively impacting branch sales.
Reverse-showrooming
[Updated September 2025] In retail, showrooming has become a common trend—customers browse in-store but make the final purchase online. Credit unions, however, are seeing the opposite effect: members do their research online and then visit a branch to finalize important financial decisions. This behavior, known as reverse-showrooming, highlights just how essential it is for credit unions to make branch visits easy and convenient. Why Reverse-Showrooming Happens When it comes to loans, investments, or other big financial choices, trust is everything. While members may gather information online, many still want the reassurance of speaking face-to-face with a trusted credit union staff member before signing on the dotted line. This blend of digital research and in-person connection makes branch access more important than ever. The Role of Appointment Booking Reverse-showrooming proves that members want both digital tools and human support. The best way to connect these two experiences is with online and mobile appointment booking. With Better Lobby’s Appointment Scheduling Module, members can: Choose a branch, time, and service that fits their schedule Book directly from their phone or computer in just a few clicks Receive reminders so they’re prepared when the appointment day comes For the credit union, it means walk-ins become less overwhelming, staff can prepare in advance, and members leave with a stronger impression of service and efficiency. Why It’s a Win for Everyone Members save time and feel confident that their needs will be met. Staff get the chance to prepare, leading to more productive conversations. The credit union builds stronger relationships and improves overall branch efficiency. Key Takeaway Reverse-showrooming is proof that branches still matter. By offering easy mobile and online appointment booking, credit unions can bridge digital convenience with the personal touch members value most. It’s not just about managing schedules—it’s about creating a seamless experience that builds trust, loyalty, and long-term growth. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Just about everyone is familiar with ‘showrooming’ which is when a consumer goes to a retail location to investigate a product, then leaves and buys the product online at reduced price. Yet many FIs are experiencing just the opposite, which is reverse-showrooming where consumers do their research online and go to the branch to finalize their loan or investment choice. Reverse-showrooming perfectly illustrates the need for consumers to be able to book an appointment at the branch location of their choice. After all, numerous other industries such as retail and restaurants allow consumers to use mobile tools to schedule appointments and make reservations. Key Takeaway: Mobile appointment booking tools are a triple win: the CFO is happy to maximize ROA, the COO is thrilled to deliver the right branch experience, and the member receives timely and expedited service that fits into their busy schedule.
Banking Satisfaction Factors
[Updated September 2025] A recent survey of more than 3,800 consumers by Market Force Information revealed four major factors that shape satisfaction in banking: Transparency & Fairness Security & Reputation Ease of Doing Business Location Convenience Most credit unions already excel at transparency and security. But when it comes to making banking easier and more convenient, many still have room to grow. And that’s where appointment scheduling can make a big impact. Connecting Convenience with Ease of Doing Business “Ease of doing business” and “location convenience” are closely linked. Members don’t just want a branch nearby—they want it to work on their terms. Online and mobile appointment booking gives members the ability to plan their visits around their lives, not the other way around. Instead of walking in and waiting, members can arrive at a time that works best for them, knowing they’ll be seen right away. Advisory Services: The Human Connection While digital banking handles many transactions, in-person interactions still matter—especially when it comes to financial advice. Members want to talk to a trusted professional when making decisions about mortgages, auto loans, or investments. According to the survey, these advisory moments are some of the strongest opportunities for credit unions to build satisfaction and even generate referrals. By offering appointment scheduling, credit unions ensure these important conversations are efficient, personal, and stress-free. Staff have time to prepare for the meeting, and members feel valued and heard. Boosting Staff Productivity Appointments also help staff plan their day. Instead of juggling unpredictable walk-in traffic, they can balance scheduled advisory sessions with other member needs. This creates a smoother flow in the branch and ensures no one feels rushed. The result? Happier staff and happier members. Key Takeaway Appointment scheduling isn’t just a convenience—it’s becoming the new standard in credit union service. By making it easy for members to book time for financial advice and other key services, credit unions can raise satisfaction, improve staff productivity, and strengthen loyalty. Would you like me to also create a short sidebar/box of “Member Benefits vs. Staff Benefits” so this blog feels more skimmable for readers? The following section is the original post from November 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent survey of more than 3,800 consumers by Market Force Information found four major factors that impact customers’ satisfaction in banking: Transparency & Fairness Security & Reputation Ease of doing Business Location Convenience The vast majority of credit unions have items 1 and 2 well covered, but many continue to work on items 3 and 4, which are in many ways closely intertwined. One of the best ways to unite the Ease of Doing Business and Location Convenience factors is via online and mobile appointment scheduling. This is particularly true when it comes to financial advice; in fact, the report concludes that “in-person interactions, such as advisory services, present some of the strongest opportunities for retail banking to increase customer satisfaction and drive referrals.” Key Takeaway: Appointment setting for advisory services – and many other important financial decisions – will be the norm in the next few years at credit unions looking for ways to increase member satisfaction and boost branch staff productivity levels.
Branches Complement Digital Channels
[Updated September 2025] The CEO of Banco Santander recently said something that caught attention: physical branches are still one of the biggest advantages traditional financial institutions have over tech giants like Apple, Google, Amazon, and Facebook. Santander is doubling down—investing in branches while still pushing more customers to digital channels. At first glance, that sounds like a contradiction. Why spend money on branches when digital banking is growing so fast? But here’s the truth: branches aren’t going away. They’re evolving. And the future of member service will depend on how well credit unions combine digital-first convenience with in-person expertise. That’s where Better Lobby comes in. Branches Aren’t Dead—They’re Smarter Branches aren’t just transaction counters anymore. They’re becoming service hubs, advice centers, and hybrid spaces where members expect options: walk-ins, self-service kiosks, video appointments, or online queues. And credit unions that get this balance right have a major edge over competitors. Better Lobby was built specifically for this moment. It’s a modular, web-based platform that turns branch visits into smooth, connected experiences. Here’s how: Appointment Scheduling: Members Walk In Prepared With Better Lobby’s Appointment module, members can book online, by phone, or in-branch. They pick the reason for their visit, get reminders, and show up ready. Staff know who’s coming and why—so the service feels faster and more personal. Lobby Management: No More Chaos at the Front Desk Queues can get messy fast. Better Lobby’s Lobby Management module gives staff real-time visibility into who’s waiting, how long they’ve waited, and what they need. Members are served fairly and efficiently, and managers can fast-track when needed. Kiosks & QR Code Check-In: Skip the Line, Your Way Not everyone wants to stand in line. Members can check in using a branch kiosk or their own phone by scanning a QR code. It’s contactless, quick, and easy. Staff see the check-in instantly, keeping the flow organized. Video Appointments: Bring the Branch Anywhere Video is changing financial services. With Better Lobby, credit unions can connect members to staff experts from any branch—or from the comfort of home. Scheduled or on-demand, video appointments expand reach without needing more physical space. Wall Displays: Calm Lobbies, Clear Expectations No one likes wondering if someone cut the line. Wall Displays show members exactly where they are in the queue. It keeps things transparent, reduces disputes, and makes lobbies calmer. Online Queue: Join Before You Arrive Members can check wait times online and join the line before leaving home. Travel time becomes wait time, so by the time they walk in, they’re already closer to being served. Dashboards & Reports: Data That Drives Decisions Managers become more proactive with real-time dashboards and customizable reports. See traffic trends, staff utilization, peak hours, and campaign ROI. Export the data or plug it into tools like Power BI or Tableau to get deeper insights. Admin Tools: Full Control, Simple Setup One of Better Lobby’s biggest strengths is flexibility. Admins can set branch hours, manage holidays, adjust services, and control user access—all from one centralized dashboard. Compliance and customization made easy. The Meeting Queue Module: A Vision for the Future Looking ahead, imagine branches serving as gateways for remote financial expertise. With Better Lobby’s Meeting Queue module, members can walk into their local branch and connect with a remote loan officer, mortgage specialist, or financial planner via secure video. Credit unions can serve every market without needing every specialist at every branch. Key Takeaway: Harmony Wins Self-service and branches aren’t opposites—they’re partners. Members expect the freedom of digital and the trust of in-person service. Better Lobby helps credit unions deliver both, in harmony. Branches aren’t dying—they’re evolving. With the right tools, they become smarter, more efficient, and more valuable than ever. The following section is the original post from September 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The CEO of a giant Spanish bank recently was quoted as stating that branches give traditional financial institutions an edge over big consumer tech companies such as Apple, Facebook, Google and Amazon. Banco Santander plans to continue to invest in their retail presence while simultaneously setting a target of moving of its customers to online banking channels over the next two years from a current base, according the Financial Times. Looking further, it is not hard to imagine many branches being used to provide video enabled remote financial advice and assistance. Video conferencing systems are coming down in price, just as high speed bandwidth becomes both more accessible and affordable. To support this branch innovation, we developed Meeting Queue Module for Better Lobby to help connect visiting members to remote staff experts. Using this approach, credit unions can provide full support to any local market without the need for expert staff to be physically present at each branch. Key Takeaway: All delivery channels must work in harmony to deliver the convenience that your credit union members demand. Top notch self-service capabilities should complement a great branch experience – they are not mutually exclusive.
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.
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.
Transforming Branch Experiences: The Power of Video in Credit Unions
The financial industry has witnessed significant transformations over the years, with technological advancements reshaping the way financial institutions interact with their clients and members. One notable trend that has emerged is the integration of video technology within branch operations. In this article, we explore the various uses of video in credit union branches, highlighting its role in enhancing customer service, efficiency, and overall member experience. Video Technology in Branch Operations In her article “Makeovers Turn Out Smaller, Sleeker, Smarter Branches” published in American Banker, Mary Wisniewski discusses the adoption of video technology in modern branches. This innovative approach allows credit unions to leverage video for teller and platform services, facilitating a more streamlined and personalized interaction with members. Enhancing Customer Service Video technology enables credit unions to provide members with access to knowledgeable staff and specialized services regardless of branch size or location. Through video conferencing capabilities, members can connect with remote experts and advisors, receiving real-time assistance and guidance on various financial matters. This personalized support contributes to enhanced customer satisfaction and loyalty. Improving Operational Efficiency By integrating video technology into branch operations, credit unions can optimize resource allocation and improve efficiency. Video tellers allow for centralized transaction processing, reducing the need for multiple staff members at individual branches. Additionally, video platforms enable seamless collaboration between branch personnel and remote teams, facilitating smoother workflows and faster decision-making processes. Expanding Accessibility One of the key benefits of video technology is its ability to extend the reach of credit union services to underserved or remote communities. Through video-enabled branches or shared branch networks, members can access a wide range of financial services without the need to travel long distances. This expanded accessibility promotes financial inclusion and strengthens the credit union’s presence within its community. Creating Personalized Experiences Video technology empowers credit unions to deliver personalized experiences tailored to the unique needs and preferences of each member. Whether it’s connecting with a familiar face through video teller services or receiving customized financial advice from remote experts, members feel valued and supported throughout their interactions. This human touch fosters stronger relationships and builds trust between the credit union and its members. Embracing Innovation for Future Growth As credit unions embrace digital transformation, the strategic use of video technology emerges as a key differentiator in the competitive landscape. By leveraging video for customer service, operational efficiency, and member engagement, credit unions can position themselves for future growth and success. Through continuous innovation and investment in technology, credit unions can meet the evolving needs of their members while staying true to their mission of serving the community. Key Takeaways The integration of video technology represents a significant milestone in the evolution of credit union branches. By harnessing the power of video for customer service, efficiency, and accessibility, credit unions can create meaningful experiences that resonate with members. As technology continues to evolve, credit unions must remain agile and proactive in adopting innovative solutions that enhance the overall branch experience and drive long-term success.
From Physical to Digital: Transitioning with Better Lobby’s Hybrid Service Model
In today’s fast-paced world, credit unions are increasingly embracing a hybrid service model that merges the best of both physical and digital realms. This blend not only enhances accessibility and convenience but also significantly improves the overall member service experience. Better Lobby is at the forefront of this transformation, providing tools that facilitate a smooth transition from traditional methods to a more integrated, digital-first approach. The Hybrid Service Model Advantage Blending Digital with Traditional: A Tailored Member Experience The hybrid service model presents a powerful blend of digital and face-to-face interactions, designed to cater to all member preferences. This approach is particularly advantageous as it combines the efficiency of digital solutions with the personalized touch of in-person engagements. By adopting this model, credit unions can offer flexible and customized services, ensuring that all members feel valued and well-served, regardless of their preferred interaction method. Seamless Integration with Better Lobby Better Lobby champions the hybrid model by incorporating several key features that enhance both digital and physical member experiences: Video Meeting Platforms These platforms are a cornerstone of the hybrid model, allowing credit unions to break geographical barriers. Members can engage in detailed financial discussions via secure video calls, ensuring they receive expert advice without the inconvenience of travel. Good to Know: To optimize the video meeting experience, ensure your systems are equipped with high-quality video and audio capabilities. This not only improves communication clarity but also enhances the overall perception of your credit union’s digital proficiency. Sign-in Kiosks Positioned strategically within branches, sign-in kiosks streamline the member entry process. These kiosks reduce initial wait times and allow staff to allocate more time to meaningful member interactions. By automating the check-in process, credit unions can manage member flow more effectively, especially during peak hours. Good to Know: Integrating sign-in kiosks with real-time analytics can provide insights into peak visit times, helping you better manage staffing and resources. Online Queuing Systems Online queuing systems revolutionize how members plan their branch visits. By enabling members to check queue statuses and join lines remotely, these systems significantly reduce physical wait times and enhance overall visit planning. This not only improves the member experience but also allows credit unions to anticipate member needs more accurately. Good to Know: Implement promotional notifications via the queuing system to inform members about new services or products while they wait, enhancing cross-selling opportunities. By integrating these technologies, Better Lobby facilitates a seamless transition between digital and physical channels, embodying the true spirit of the hybrid service model. For credit unions, embracing this model means staying relevant in an increasingly digital world while preserving the irreplaceable value of human interaction. Reshaping the Future for All Demographics Adapting to Diverse Member Needs Better Lobby’s suite of tools is meticulously crafted to address the preferences of various member demographics, ensuring no group feels left behind in today’s fast-paced digital transformation. From millennials who often opt for swift, digital solutions to the baby boomers who appreciate a warm, face-to-face interaction, Better Lobby’s hybrid service model is designed to accommodate everyone. This strategic approach helps credit unions deliver tailored services that align perfectly with the unique preferences and expectations of each demographic group. Enhanced Flexibility and Member Satisfaction The integration of physical and digital services is not just about keeping up with technological trends; it’s about refining operational efficiency and elevating member satisfaction to new heights. This dual approach empowers members to choose their preferred method of interaction, providing unmatched flexibility. Whether it’s a quick digital transaction or a detailed in-person consultation, members can select the service mode that best suits their current needs and situations. Good to Know: Utilizing data analytics to track member usage patterns across different channels can help further personalize and improve service offerings, ensuring each member feels valued and understood. Embracing the Hybrid Model Looking ahead, the hybrid service model is poised to be a fundamental aspect of the credit union landscape. Credit unions that proactively embrace this model, especially with the support of platforms like Better Lobby, are strategically positioning themselves to meet and exceed the evolving expectations of their membership base. This approach not only secures a competitive edge but also ensures that credit unions remain relevant in an increasingly digital-focused market. Navigating the Digital Transition Transitioning from traditional to digital-centric operations can seem daunting, but it doesn’t have to be. With Better Lobby, credit unions gain a reliable partner equipped with the necessary tools and expertise to facilitate this shift smoothly and effectively. This support is crucial for credit unions aiming to seamlessly blend their esteemed traditions of personalized service with the efficiency and reach of modern technology. By adopting Better Lobby’s innovative solutions, credit unions can confidently step into a future where technology complements and enhances the personal touch that has always been at the heart of their service philosophy. This balanced approach ensures that all members, regardless of their technological proficiency or personal preferences, can enjoy a satisfying and inclusive banking experience. Key Takeaways Harnessing the Hybrid Service Model Better Lobby equips credit unions with a powerful arsenal of tools that are indispensable for navigating the shift towards a hybrid service model. This model skillfully combines the efficiency of digital solutions with the traditional warmth of personal interactions, ensuring credit unions can deliver a comprehensive service experience. Enhancing Member Satisfaction and Loyalty Adopting the hybrid model ensures that every member’s needs are met with precision and care, regardless of their preferences for digital or face-to-face interactions. This approach significantly boosts member satisfaction and fosters deeper loyalty, as members feel valued and understood by their credit union. Preparing for a Future-Focused on Flexibility The future of credit unions will increasingly depend on their ability to offer flexible, adaptive service options that appeal to a wide range of demographics. By embracing innovative technologies and service models, credit unions can stay ahead of member expectations, ensuring they remain relevant in a rapidly evolving financial landscape. Good to Know: Implementing a hybrid model can also serve
The New Normal in Banking is Omnichannel
[Updated May 2025] The New Normal in Credit Union Service: Omnichannel Banking Done Right As the world continues to adjust to life after the pandemic, one thing is clear: members want more ways to connect with their credit union—and they expect every option to work seamlessly. That’s what omnichannel banking is all about. According to the latest BAI Banking Outlook report, improving the digital experience is still the top priority for credit unions and banks. But focusing on just mobile apps or websites isn’t enough anymore. In fact, the report warns that treating digital and branch service as separate experiences is a mistake. Instead, the winning strategy for 2022 and beyond is clear: give your members a consistent, smooth experience across every channel—digital and in-person. What Does Omnichannel Really Mean? Omnichannel banking means meeting your members wherever they are—whether they’re: Scheduling an appointment online Walking into a branch Joining a video call Waiting in a queue Using a kiosk Or calling your member service team And not only offering these options—but connecting them so members feel recognized and supported, no matter how they interact with you. At Better Lobby, we call this “bridging the physical and digital.” Why It Matters More Than Ever The BAI report reveals some surprising insights: 🔹 Consumers expect 61% of their banking to be digital by 2024—but still want human assistance for 39% of their needs🔹 Only 9% of bankers say they offer an “excellent” digital customer experience🔹 Baby Boomers still rely on in-branch service, while Gen Z uses every channel—digital and physical🔹 The biggest service gaps are in digital onboarding and cross-channel consistency In other words, members are asking for both: high-quality digital tools and reliable human help—especially when dealing with complex financial matters like loans, fraud, or financial advice. How Better Lobby Supports Omnichannel Banking Better Lobby is built for the new normal. We’ve been helping credit unions of all sizes deliver consistent, connected service across all channels—both online and in-branch. Here’s how: ✅ Online Appointments for All Channels Members can book a visit online—whether it’s in-person, phone, or video—so they get the help they need in the format they prefer. ✅ Flexible Video Meeting Queue Our Flexible Branch Video module expands your lobby to the virtual world. Members can check in for a video call the same way they would in-branch—either by appointment or as a walk-in. ✅ Member Check-In Kiosks Better Lobby’s branded kiosks and QR-code check-ins make lobby visits efficient, safe, and streamlined. ✅ Real-Time Queue Management Show members where they are in line (whether in-branch or online) and reduce frustration with transparent wait times and smart routing. ✅ Staff Scheduling & Visibility Better Lobby integrates with Outlook calendars and tracks staff availability, helping team members deliver service faster and more personally. Why Omnichannel Builds Loyalty When members feel understood and supported—especially during big financial moments—they stay loyal. Omnichannel tools like Better Lobby help credit unions: 🔹 Improve member satisfaction🔹 Boost retention🔹 Drive higher product engagement (loans, cards, etc.)🔹 Reduce lobby congestion🔹 Maximize staff productivity Best of all, they help your credit union stay competitive against big banks and fintech apps by providing a human-centered digital experience. Final Thoughts: Omnichannel Banking Done Right As BAI’s Karl Dahlgren put it, “If there’s one task that should be atop financial services organizations’ 2022 to-do list, it is to continue improving the omnichannel customer experience.” Better Lobby helps make that possible. If your credit union is ready to connect digital and in-person service—and offer a truly modern member experience—let’s talk. We’ll help you build the bridge between your members’ expectations and your branch capabilities. The following section is the original post from February 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Karl Dahlgren, BAI’s managing director of research, recently published an article where he stated: “if there’s one task that should be atop financial services organizations’ 2022 to-do list, it is to continue improving the omnichannel customer experience…” While many CUs are solely focused on enhancing their digital channels, a true omnichannel experience covers all member touchpoints: online, mobile, branch, ATM, video and call center. Many of our recent and ongoing development projects have focused on helping CUs bridge the physical and digital worlds. A prime example is our Flexible Branches Video Meetings solution that extends our conventional Better Lobby Branch Service Queue from a physical branch to a virtual video lobby. These video visitors are served either by appointment or as unscheduled “walk-ins.” Key Takeaway: Better Lobby helps CUs attract, engage and retain members by proving a best-in-class omnichannel experience.
Tellers and Lenders
[Updated April 2025] The Shift from Tellers to Universal Staff: What It Means for Credit Unions and Members Credit unions across the country are making a big change: they’re moving away from traditional teller roles and shifting toward universal staff positions. But what does that really mean—and how does it affect members? Let’s break it down. What Is a Universal Staff Role? Instead of having separate people for different tasks (like one person for cash deposits and another for loans), universal staff are trained to handle a wide range of services. That means one staff member might help a member withdraw money, open a new account, and even apply for a car loan—all in one visit. Why Credit Unions Are Making the Switch away from Teller 💳 More members are using online and mobile banking for simple transactions like checking balances or depositing checks. 🏦 Branches are seeing fewer walk-ins, but more complex needs—like loans, financial advice, or account issues. 🤝 Credit unions want to provide a more personal, one-on-one experience—something universal staff can do better. Pros for Members ✅ One point of contact: Members don’t have to be passed from teller to loan officer. One person can help them from start to finish. ⏱️ Faster service for complex needs: Staff are trained to do more, so members get answers and help without waiting in multiple lines. 📲 More flexibility with appointments: Tools like Better Lobby let members schedule time with the right person—whether for a quick question or an in-depth financial discussion. 🧠 Stronger relationships: When one staff member helps with multiple needs, it builds trust and consistency. Challenges to Consider 🔄 Staff training takes time: Universal employees need to be trained across different systems and services, which can be a learning curve. 😕 Expectations may vary: Some members may still want the traditional teller experience for quick tasks. 🪑 Wait times can increase if there aren’t enough staff available for walk-ins during busy times. How Better Lobby Supports the Shift Better Lobby is built to support this change in how branches operate. With tools like: Online appointment scheduling so members connect with the right staff Queue management to keep visits organized and flowing smoothly Service tracking and reports so managers can see what members are asking for most Credit unions can confidently move toward the universal model—without sacrificing member experience. Supporting the Shift from Tellers to Advisors The role of the credit union branch is changing in many ways. Tellers to Universal roles. Technology, with routine transactions moving to ATMs, mobile apps, and online banking, branches are becoming less about cash handling—and more about advice, service, and support. That’s why the growth in loan officer positions makes so much sense. Members still want human guidance when making big financial decisions, like applying for a mortgage, taking out a car loan, or opening a business account. But they also expect the convenience they’re used to online. Better Lobby helps credit unions meet both expectations. With our Mobile and Web Wait Time tool, members can check wait times before heading to a branch. Combine that with our Mobile Appointment Booking Tool, and your credit union becomes even more accessible—letting members choose the time, location, and channel (in-person or video) that works best for them. Better Lobby Helps Credit Unions: 📲 Let members book appointments on the go—no app needed ⏱️ Reduce lobby wait times and avoid walk-in traffic jams 👥 Help staff prepare for each visit, improving service and sales 📈 Support the growing role of loan officers and financial advisors The future of your branch is more strategic, more advisory, and more member-focused. With Better Lobby, you’re not just managing foot traffic—you’re creating better experiences for the members who matter most. The following section is the original post from May 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. According to the U.S. Bureau of Labor Statistics, teller positions are expected to increase by just 1 percent in the next decade, or 7,300 jobs, which is “little or no change.” Meanwhile, they predict that the number of loan officers will increase by 14 percent. Transactions continue to migrate to mobile devices, online and ATMs, yet many consumers will still want a face to face meeting when purchasing financial products and services. We must make sure that these “buyers’ have a good experience when coming into the branch. Some may want to select the best time to visit using their smartphones. That is where our Better Lobby Mobile and Web Wait Time feature comes into play. The Mobile and Web feature provides real-time “Visitors Waiting” and “Longest Wait” to your members via your credit union’s Website and iPhone compatible Mobile web pages. Read more about the Online Queuing Module Key Takeaway: As the branch population of loan officers grows and the tellers’ ranks diminish, CUs must make it very easy for members to schedule meetings, especially via mobile devices.
Branch of the Future – Part 2 – the Evolving Branch
[Updated April 2025] Smarter Appointments: Why Branch Scheduling Matters More Than Ever As credit union branches evolve to meet changing member expectations, the way appointments are handled is becoming more important than ever. While walk-ins will always have a place in branch service, the shift toward appointment-based visits is helping credit unions improve service, reduce stress on staff, and control labor costs. Why More Credit Unions Are Turning to Branch Scheduling Members today want more control over their time. Whether they’re applying for a loan, opening an account, or seeking financial advice, many prefer to schedule a time to meet with the right person instead of waiting in line. Branch Scheduling can help improve member satisfaction. At the same time, credit unions benefit too: ✅ Appointments reduce lobby traffic during peak hours ✅ Staff can prepare ahead of time for each member’s needs ✅ Expert staff can be used more efficiently, maximizing their value ✅ Branch managers can better forecast staffing needs The Problem with Traditional Scheduling Tools In the past, some branches used spreadsheets or basic Outlook calendars to manage appointments. But these tools weren’t designed for branch operations—they lack visibility, create confusion, and make it difficult to coordinate staff across locations. That’s where Better Lobby comes in. A Smarter Way to Schedule Better Lobby’s Appointment Module is built specifically for credit unions. It offers: 🗓️ A shared, branch-wide calendar for full staff visibility 📲 Member-facing booking tools that are mobile-friendly and easy to use 🔔 Real-time confirmations and reminders to reduce no-shows 🔁 Support for in-person, video, or phone appointments 🔍 Reporting tools that track appointment types, outcomes, and staff performance Credit unions that implement Better Lobby’s appointment tools say it transforms the way their teams work—making the branch more efficient while keeping the member experience personal and stress-free. Key Takeaway Appointments are no longer a luxury—they’re a necessity. A modern, easy-to-use appointment system helps credit unions deliver expert service when it matters most, while keeping labor costs under control. Better Lobby makes it simple to shift from outdated systems to a smarter, streamlined approach. How Online Queuing and Appointments Work Together in Branch Management When members walk into a branch, they want fast, personalized service. But how they get that service—whether by appointment or walk-in—can make all the difference in how smoothly a branch operates. With Better Lobby, credit unions don’t have to choose one or the other. Our platform supports both appointments and online queuing, helping credit unions meet a wide range of member needs—all while keeping operations running efficiently. What’s the Difference? Appointments are scheduled in advance. Members choose a time that works for them, and credit unions can assign the right staff member to prepare ahead of time. It’s ideal for: Applying for a loan Opening a new account In-depth financial discussions Online Queuing, on the other hand, is perfect for same-day service. Members can check in online—before they arrive at the branch—and hold their place in line. It’s often used for: Quick account help Card replacements Other short visits Why Credit Unions Love Online Queuing Many credit unions use Better Lobby’s Online Queuing Module as a flexible, lower-commitment alternative to appointments. It offers: ✅ Same-day service without promising a specific time ✅ Better control of foot traffic and lobby crowding ✅ Member check-in from their phone or device ✅ The option to brand it as “Same-Day Appointments” for marketing purposes And just like Branch Scheduling, members can check in at a Better Lobby kiosk when they arrive, ensuring a seamless experience for both walk-ins and online queue users. How They Work Together Here’s how appointments and online queuing complement each other: Situation Use Case Better Lobby Feature A member needs help now They join the online queue from their phone Online Queuing Module A member wants to plan ahead They book an appointment online or by phone Appointment Booking Tool A member walks in without checking in They use the in-branch kiosk Kiosk Module The branch wants to reduce crowds Staff monitor queue and appointment flow Real-time dashboard & reports By offering both options, credit unions give members more control—and give staff the tools they need to deliver great service, even on busy days. Custom Branding Built In Better Lobby makes it easy to customize both appointments and online queuing to fit your credit union’s identity. You can update: 🎨 Colors and logos 📝 Language and terminology (e.g., “Same-Day Appointment” instead of “Online Queue”) 💬 Messaging and instructions shown to members It’s all built to work across devices—on mobile, desktop, or kiosk—so your members always feel like they’re working directly with your credit union. Request a Demo The following section is the original post from July 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. As Branches evolve to meet changing consumer needs in a multi-channel marketplace, branch appointment handling is one of the areas likely to change. We all know that branch visits take two forms: “walk-ins” and appointments. While individual credit unions may place a different emphasis on either, as an industry we expect to continue to use both to service members for the near term. What IS changing is the proportion of each that is used to deliver platform service. Some CUs are encouraging appointments as a means of controlling headcount and reducing labor cost while improving service to members – especially when delivering “expert” service. These CUs see branch appointment handling improvements as a critical component of their overall branch evolution. They describe a need for an affordable, intuitive branch calendar that can replace spreadsheets, Outlook Calendars or other technical approaches that have proved to be cumbersome and simply not effective in helping branch practices evolve. For members, joining a credit union might be the best financial decision they make. Key Take Away – implementing a sound appointment-handling strategy can increase the leverage of expert platform staff, while helping to control branch labor costs.
Harnessing the Power of Video Meetings: Enhancing Member Engagement through Efficient Meeting Coordination
As the banking landscape continues to evolve, financial institutions are increasingly turning to video banking as a means of expanding customer engagement and driving operational efficiency. Leading analyst firm Celent emphasizes the importance of embracing video banking to remain competitive and retain customers. In this article, we delve into the significance of video banking and explore the role of efficient meeting coordination in maximizing its benefits for credit unions and their members. Embracing Video Banking Video banking offers financial institutions the opportunity to enhance customer engagement and convenience through virtual interactions. With the ability to connect with members remotely, video banking expands the reach of branch services while providing a cost-effective solution for institutions. By leveraging video technology, credit unions can offer personalized support and expert guidance to members, regardless of their location. The Importance of Meeting Coordination However, the successful implementation of video banking requires careful coordination, particularly when conducting video meetings with product specialists or expert staff. Efficient scheduling and management of these interactions are essential to ensure a seamless and satisfying experience for both staff and members. Recognizing this need, our Branch Video Meeting Queues solution was developed to streamline the process of connecting expert staff with branch visitors via video. Introducing Branch Video Meeting Queues The Branch Video Meeting Queues module is designed to simplify and expedite the scheduling and execution of video meetings within credit union branches. By seamlessly integrating with existing systems, this solution enables credit unions to efficiently manage member interactions while optimizing staff utilization and reducing branch costs. With features tailored to the unique needs of credit unions, such as member service management components, Branch Video Meeting Queues fill the gap left by traditional video conferencing systems. Maximizing Member Service Management One of the key benefits of the Branch Video Meeting Queues module is its focus on member service management. By providing credit unions with the tools to effectively schedule, track, and monitor video meetings, this solution ensures that members receive the attention and assistance they deserve. From appointment scheduling to post-meeting follow-ups, Branch Video Meeting Queues enhance the overall member experience and foster stronger relationships between credit unions and their members. The Role of Efficient Scheduling Software For credit unions considering the adoption of video banking, the role of efficient scheduling software cannot be overstated. Effective management of video meetings is essential to maximizing the benefits of this technology and delivering exceptional service to members. By investing in a comprehensive scheduling software package, credit unions can streamline meeting coordination, optimize staff resources, and elevate the overall branch experience. Key Takeaways Video banking holds immense potential for credit unions seeking to enhance member engagement and drive operational efficiency. However, the success of video banking initiatives hinges on efficient meeting coordination and management. With solutions like Branch Video Meeting Queues and robust scheduling software packages, credit unions can harness the power of video banking to deliver personalized service, increase staff utilization, and reduce branch costs. By embracing video technology and investing in efficient meeting coordination tools, credit unions can stay ahead of the curve and meet the evolving needs of their members in today’s digital age.
Lobby Queues can improve Staff Performance
[Updated April 2025] Why Time Matters: How Better Lobby Helps Credit Unions Serve Busy Members According to Gallup, half of Americans feel they don’t have enough time in the day. That’s especially true when it comes to running errands like visiting the credit union. Members want fast, friendly service—but they also want to feel like their time is respected. Staff Performance is critical for better member experience. This reality brings up four important questions for credit union leaders: How long will members wait before they become frustrated? Does waiting make members less open to longer conversations or sales? Are you staffed properly when foot traffic spikes? How can you make the most of the short time you have with each member? Better Lobby helps credit unions answer all of these questions with smart lobby management tools—starting with self check-in kiosks and member data collection. Prepare Before the Conversation Starts Helping Staff Performance When members check in using a Better Lobby kiosk (or a mobile link), they’re asked to provide: Their name or member ID The reason for their visit (e.g., open an account, apply for a loan, update contact info) This simple step gives your member service reps (MSRs) a huge advantage: they can review the member’s info, prepare materials, and focus their time before the meeting even starts. That leads to: ✅ Shorter wait times ✅ More productive conversations ✅ Higher member satisfaction ✅ Stronger opportunities for cross-selling Make the Most of Every Minute Better Lobby isn’t just about keeping the line moving—it’s about maximizing the quality of each interaction. When your team is informed and prepared, they can get straight to helping members—without rushing or scrambling. Helping credit unions succeed. Even better, the system provides real-time data and reports to help managers: Staff up during peak hours Reduce bottlenecks Spot trends in service demand This leads to fewer delays, smoother visits, and better use of everyone’s time. Using Wait Time Data to Improve Member Satisfaction No one likes waiting—especially when it comes to handling their money. For credit unions, managing wait times is a key part of delivering a great member experience. That’s why Better Lobby makes it easy to track, understand, and improve wait time performance across all branches. See the Full Picture of Wait Times Better Lobby tracks wait time data in real time and stores it in over 50 easy-to-use reports. You can view: ⏰ Average wait time by hour 🗓️ Trends by day of the week 📍 Wait times across different branch locations This helps branch managers answer important questions like: When are we the busiest? Which branch has the longest waits? Do we need more staff at certain times? Going Deeper with Business Intelligence Tools Some credit unions want to go even further. That’s why Better Lobby allows access to wait time data directly from its SQL database. This means your team can: Pull Better Lobby data into business intelligence (BI) tools like Power BI or Tableau Combine it with other data (like core system info, staffing schedules, or survey results) Create custom dashboards to spot trends, identify issues, and improve planning This level of insight helps credit unions make smarter staffing decisions, improve scheduling, and most importantly—reduce wait times for members. Why Wait Time Data Matters for Members When members experience long waits, even great service can feel frustrating. But when branches are staffed appropriately and running smoothly, members feel: ✅ Valued and respected ✅ Less rushed or anxious ✅ More open to asking questions or learning about other services In short, shorter waits = happier members. Final Thoughts Better Lobby doesn’t just help you manage member traffic—it helps you improve the quality of every visit. By using wait time data effectively, your credit union can plan better, respond faster, and create a smoother experience for every member who walks through the door. Whether you’re using built-in reports or connecting to a BI platform, Better Lobby gives you the tools to turn wait time data into real-world service improvements. Request a demo The following section is the original post from January 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Gallup polls show that half of Americans feel that they are pressed for time in their daily lives. For credit unions looking to deliver stellar service, this fact of life brings up four big questions: How long will members wait for service and remain “happy”? Does waiting time erode “consulting” time, because the member becomes anxious to leave? Are you adequately staffed for traffic surges? How to do you make the most of the limited time spent with a member? At Better Branches Technology, we know from experience that platform staff performance improves if Platform Staff know the member’s identity and the purpose of their visit prior to starting their interaction with the member. Knowing this, the MSR can prepare for the meeting – review the account, assemble product collateral and generally “get focused”. Key Takeaway: Lobby Management applications with member check-in kiosks can improve platform performance by immediately capturing visitor identity and visit purpose. The additional information will pay big dividends in new sales and member satisfaction.
Cost-Effectiveness of Lobby Management Systems in Credit Unions
Lobby management systems are special tools that help credit unions organize how members are served in the lobby. This technology makes sure members don’t wait too long and helps staff manage their tasks better. Think of it as a smart system that organizes the queue, so everyone knows their turn, just like taking a number at a deli but much smarter! This is about Cost-Effectiveness of Lobby Management. Why is this important for credit unions? Well, using a lobby management system can save money and make members happier because they get helped faster and more smoothly. This post will talk about how these systems not only pay for themselves over time but also make the credit union’s operations cheaper and better. Advanced Tip: For those interested in the deeper financial aspects, this system’s return on investment (ROI) can be quantified by looking at metrics such as reduced staffing costs during non-peak hours, improved member retention rates due to enhanced service quality, and decreased operational waste through streamlined processes. By using historical data from before and after the implementation, credit unions can precisely measure the impact on their bottom line. Cost-Effectiveness of Lobby Management When a credit union decides to install a lobby management system, there are some costs to consider at first. This includes buying the software and any special equipment needed to run it, like computers or tablets. This might sound expensive, but let’s see how it actually saves money over time. Initial Setup and Operational Costs: Setting up a lobby management system involves some upfront spending. You’ll need to pay for the software, which is the brain of the system, and you might also need to buy some gadgets that help the software do its job. For example, kiosks or digital displays might be set up in the lobby for members to interact with. There might also be costs for training staff on how to use the new system efficiently. Operational Savings: Here’s where the good news comes in! Once everything is up and running, this system can help save money. First, it automates many tasks that people used to do, like organizing who’s next in line. This means you might not need as many staff on busy days because the system is helping manage the flow of members. Plus, because members are getting helped faster and feel better about the service, they’re more likely to stick with your credit union, which saves money on marketing costs to replace lost members. Advanced Tip: By automating routine tasks, lobby management systems not only reduce the physical presence required but also allow staff to focus on more complex, value-added interactions with members. This can lead to increased sales of additional services and improved cross-selling opportunities. Detailed analytics provided by these systems can further refine staffing models and operational efficiencies, turning qualitative assumptions into quantifiable data. This data-driven approach ensures that credit unions are not merely saving money but are also investing in areas that offer the highest return on engagement. Enhancing Service Quality One of the biggest ways a lobby management system helps is by making things faster and smoother in the credit union. This means members spend less time waiting and more time getting the help they need, which makes them happier and more likely to stick around. Reduced Member Wait Times: Nobody likes to wait, especially when they have busy lives. With a lobby management system, members can see reduced wait times because the system organizes everything so efficiently. This means they get to speak to someone about their needs much quicker. Happier members are good news for the credit union because happy members usually stay members for a long time. Improved Service Delivery: Besides just reducing wait times, these systems make sure that everything runs more smoothly. For example, they can guide members to the right service point or staff member without confusion. This organization helps cut down on mistakes, like members being sent to the wrong desk or having to wait longer because of mix-ups. When members see that their credit union is organized and respectful of their time, they feel more taken care of, which boosts their overall satisfaction. Advanced Tip: While shorter wait times and smooth service are immediately noticeable to members, the subtle integration of real-time feedback mechanisms can further enhance service quality. By incorporating feedback tools directly within the lobby management system, credit unions can not only track service quality but also immediately address any member concerns. This proactive approach not only mitigates potential dissatisfaction but also demonstrates a commitment to continuous improvement, fostering deeper trust and loyalty among members. Impact on Member Retention Keeping members happy is super important because it helps make sure they don’t leave for another credit union. A good lobby management system can play a big role in making members stick around by making their visits better and faster. Decreasing Member Churn: When members have quick and pleasant experiences every time they visit their credit union, they’re less likely to leave. Why would they go somewhere else if they’re happy with the service they’re getting? Efficient services that save time can turn a routine bank visit into a positive part of a member’s day, and that’s something they’ll want to keep coming back to. Case Studies: Let’s look at some real-life examples: See real world case studies from credit unions using better lobby Advanced Tip: In assessing the impact on member retention, credit unions can further utilize data analytics features of lobby management systems to identify specific service points or times that correlate with higher satisfaction and retention rates. By deeply analyzing this data, credit unions can not only replicate successful strategies across other branches but also customize their member engagement efforts to target at-risk members with personalized interactions or promotions, thereby preemptively addressing potential dissatisfaction and boosting retention. Long-Term Financial Benefits Using a lobby management system can really help a credit union save money and make more money over time. Let’s
Data Driven Branches
Many financial industry observers contend that branch networks must adopt a data-driven methodology if they expect to stay agile enough to maintain and build market share. Without a doubt, the need for analytics is greater now than it ever has been. There are a wide variety of branch visitor metrics that are important to senior CU managers. Here are a few: Reason for visit Wait time Service time Other products/services discussed during visit A robust visitor management system can greatly improve access to visitor metrics like the four essential ones listed above, while simultaneously increasing management’s “span of control.” Key Takeaway: The human-powered branch is not going away. CU managers must be able to granularly capture analytics about both walk-in and appointment branch visits, and then act on those metrics in order to effectively manage their branch networks.
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.
Branches as Sales Generators
According to research by McKinsey & Company, while 60 percent of banking consumers use digital channels, online banking only generates 25 percent of sales. Their conclusion: Branches remain relevant, particularly for new accounts and product sales efforts. Our CU clients have found that our Appointment Scheduler helps increase branch sales success by reminding visitors to bring the information necessary to the meeting, while providing staff the opportunity to prepare for the meeting in advance. The bottom line is that appointments positively impact branch sales. Key Takeaway: the branch remains a mainstay of account openings and sales efforts as well as a key component for long-term member relationship building.
Branch Transformation Trends
Branch Transformation for Financial Institutions, a complimentary industry guide produced by ATM Marketplace, takes an interesting look at how can FIs integrate physical and digital channels in order to achieve a truly omnichannel “phygital” strategy. The guide covers new tech for the teller platform, video systems, and tablets. Our Better Lobby platform integrates with all of these areas, e.g., our Fast Visit Recorder can help with teller/universal banker productivity; our Video Meeting Queue Module provides the member service management component missing from video conferencing systems; and our user-friendly Kiosk software supports all manner of tablets for both Self Check-in and Staff Concierge visitor check-in. Key Takeaway: We believe branch transformation can be a competitive differentiator for your CU, and we are here to help you use technology to provide a superior member experience.
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.
3 Myths about Video Banking
The “3 Myths” article contends that video banking helps credit unions make their products and services more convenient, while simultaneously helping them develop a high tech image. The author discusses 3 common myths around video banking that are holding adoption rates back: Myth #1. No space for video banking Myth #2: Video banking is over complicated Myth #3: Video banking is disproportionately expensive Key Takeaway: We believe that video banking has a bright future which is why we offer credit unions our Better Lobby Video Meeting Queue Module – which provides the member service management component missing from video conferencing systems.
Two Types of Video Banking
The widespread popularity of Skype and Facetime show that consumers love video. As far as credit unions are concerned, there are two video categories that they can use to better serve members: in-branch and remote video. Currently, in-branch (which includes kiosks, ATMs or video-equipped rooms within branches and other CU facilities) is the most popular, but some analysts argue that in-branch video is only a temporary solution. They contend that the future lies in the remote delivery of video, AKA Bring Your Own Device (BYOD). Key Takeaway: If your CU is considering adding either in-branch or remote video (or both), we suggest that you look at our Branch Video Meeting Queues module which provides the member service management component missing from video conferencing systems.
Branches aren’t going away
In the U.S. today, there are about 86,000 retail bank branches and another 21,000 credit union branches. In the first half of 2017, according to the FDIC, about 200 branches closed and another 100 new branches opened every month. So the expected decline this year will be a little more than 1000, a slower rate than in recent years. Survey after survey has shown that members from every demographic still want to visit the branch even as they use mobile and online banking, ATMs and other channels. Every credit union must acknowledge this fact and work hard to make the branch visitor experience the best it can be. Key Takeaway: Our Better Lobby platform makes visitor check-in and service tracking fast and easy, while providing visitors with their position “in line” and management with important information on visits, wait times, services and staff utilization.
Video is a key part of the ultimate branch format
Peak Performance Consulting Group, a respected consulting firm that specializes in banking strategy, recently outlined their concept of the “ideal branch.” One of the basic tenets was video: “You need private offices for the universal bankers to have private conversations…. One should have two-way video conferencing capability. When a customer needs to speak with a specialist or universal banker and everyone is busy, you can connect them to another location.” To help accommodate this demand, we recently enhanced our Mobile Appointment Booking Tool to schedule Branch Video Meeting appointments with the same ease as face-to-face meetings. This innovative function seamlessly coordinates both staff (i.e. mortgage lenders, investment/financial planning experts, and consumer lending specialists), and up to two video equipped conference rooms that may be required for the meeting. Key Takeaway: We see video meetings becoming a standard feature at many credit unions in the future, and our Video Meetings Queues is a perfect complement to this service.
Video Banking Proves Popular for BluCurrent CU
BluCurrent Credit Union in Springfield, MO has implemented a popular video conferencing platform that routes calls from their branches to the CU’s member experience center. How popular is it? “Out of a five-point scale, our average rating is 4.5 for a positive experience and 93 percent of members would recommend it, which blew away our expectations,” said a BluCurrent spokesperson. We see video conferencing as a very important up and coming channel for CUs which is why we developed our Branch Video Meeting Queues (VMQ) module. This easy-to-use software allows credit unions to book video conference appointments with both staff members and their accompanying video-equipped meeting rooms. Key Takeaway: Better Lobby VMQ provides the member service management component missing from video conferencing systems, making it possible to seamlessly manage and serve branch visitors from any video-equipped location.
Booking Rooms as well as Branch Specialists
The start of a new year is always a good time for predictions. Jon Voorhees, a consultant with Peak Performance Consulting Group , makes this prognostication for branches: “Customers may be able to communicate with branch personnel via Skype and more banks will also have private soundproof rooms in which customers can have face-to-face conversations with offsite bank specialists via video-conferencing.” We could not agree more, and it is interesting to note that he mentioned rooms as well as specialists. We recently addressed this need with enhancements to our platform that coordinate video conferences for both staff, and up to two video equipped conference rooms that may be required for a meeting. Key Takeaway: Make sure that any appointment booking solution that your credit union considers is capable of booking rooms as well as appointments for your employees.
Video Conferencing is a Top Branch Priority
At the recent Future Branches conference, attendees were surveyed on many topics. In terms of the “technology needed in the branch of the future,” 63{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} indicated that enhanced ATMs and video sessions with advisors were their top priorities. “Mobile” finished second in the poll which is interesting because most people would not think about mobile and branch technology together. But they can certainly complement each other, e.g., our Mobile Appointment Booking Tool allows members to quickly and easily schedule appointments from any mobile device, tablet or computer. Key Takeaway: You can “future proof” your credit union by investing in a branch scheduling software now and add video conferencing as your budget allows.
Consumers Love Mobile Banking Apps… But Still Need Branches
This is the title of a recent article in the Financial Brand and in the article they also cover four areas that impact a consumer’s satisfaction level with their financial institution. They are: Location Convenience Ease of Doing Business Transparency and Fairness Security and Reputation The vast majority of credit unions certainly excel in all four categories and we strive to help them blend the first two on the list with our Mobile Appointment Booking Tool. In action, it could be as simple as booking an appointment online or on a smartphone to come by discuss a new auto loan or HELOC, so something more sophisticated like having them see a targeted ad in a mobile app for a specific banking product, research that product, click a link schedule an appointment at the branch. Key Takeaway: Mobile banking and branches are perfect partners in making it easy for members to conduct business with your credit union.
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.