Category: Updated 2025

Improve the Member Experience with Better Lobby’s Branch Service Queue Display

[Updated October 2025] Digital signage in credit unions has come a long way from simple posters and static displays. Today, members expect real-time updates, modern visuals, and a clear sense of where they stand when they visit a branch. That’s why Better Lobby’s Branch Service Queue Display is changing how credit unions communicate with their members while they wait. This powerful, fully responsive display solution integrates directly with your Better Lobby system—bringing together functionality and design. Whether displayed on a small monitor or a large video wall, it adapts to any screen size or resolution seamlessly. Why the Queue Display Matters The Branch Service Queue Display isn’t just about showing names or ticket numbers—it’s about transparency and trust. When members can see that they’re checked in and understand their position in the queue, it instantly reduces uncertainty and improves satisfaction. Here’s how it makes a difference: Real-time visibility: Members can track their place in line, making wait times feel shorter and more predictable. Integrated branding: Customize screens with your credit union’s logo, colors, and tone to reinforce your brand identity. Streamlined communication: Staff and members stay on the same page, ensuring smooth transitions between appointments and walk-ins. Enhanced member experience: Displays can show additional content—such as helpful financial tips, product highlights, or community updates—keeping members informed and engaged while they wait. The Future of the Branch Experience Adding the Branch Service Queue Display module to your Better Lobby setup is a simple step that delivers immediate results. It not only elevates your credit union’s digital presence but also helps staff manage lobby traffic efficiently and consistently. With this solution, every visit feels organized, professional, and member-focused—demonstrating that your credit union values both innovation and the member’s time. How Better Lobby Makes Queue Management a Seamless Part of the Member Experience The Branch Service Queue Display is more than just a digital sign—it’s an essential part of a modern, connected branch experience. Designed to integrate effortlessly with Better Lobby’s queue management and appointment systems, it ensures members always know what’s happening, and staff can focus on delivering exceptional service. 1. Fully Responsive DesignWhether your branch uses small monitors, large video walls, or tablets, the Queue Display adjusts automatically for any screen size or resolution. That means you can use existing hardware and still deliver a professional, modern presentation. 2. Real-Time Member UpdatesAs soon as a visitor checks in, the display confirms their status in the queue and shows their estimated wait time. This reduces anxiety, keeps members informed, and helps staff manage expectations transparently. 3. Consistent Branding Across Every ScreenBetter Lobby gives you the power to customize your queue displays with your credit union’s logo, colors, and messaging. This turns a simple wait-time screen into an extension of your brand identity—showing members that you value both their time and your image. 4. Combine Service with EngagementBetween queue updates, screens can display helpful content—like financial education tips, promotions, or community announcements—creating an opportunity to inform and engage visitors while they wait. 5. Smarter, Connected Branch OperationsBecause it’s part of the larger Better Lobby ecosystem, every check-in and appointment automatically feeds into your reports and dashboards. Branch managers gain insight into traffic patterns, service times, and staff performance—all from one central platform. Adding the Branch Service Queue Display to your Better Lobby system transforms waiting time into an experience that reflects your credit union’s professionalism, efficiency, and commitment to members. It’s an easy upgrade that makes every visit feel organized, modern, and member-focused. Key Takeaway Credit unions that enhance their Better Lobby system with the Branch Service Queue Display enjoy higher member satisfaction, improved staff coordination, and a more modern in-branch experience from day one.   The following section is the original post from April 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Without a doubt, digital merchandising represents a step way beyond traditional branch signs and displays.  To take it a progressive step further would be to add our latest module: Branch Service Queue Display. This powerful software supports a wide array of display types, resolutions, and screen sizes via responsive software design. In action, it provides confirmation to waiting visitors that they are “checked in” and shows where they are in the service queue. It truly is a perfect complement to any credit union’s digital merchandising strategy and implementation. Key Takeaway: Credit unions that add our latest Branch Service Queue Display module to their Better Lobby implementations will enjoy multiple benefits immediately such as increased member satisfaction levels and improved staff efficiency.

How Mobile Tools Are Improving Credit Union’s Branch Experience

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

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

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

Why Branch Visits Still Matter-Even in a Digital Age

[Updated October 2025] Even with mobile apps and online banking dominating daily transactions, members still value the face-to-face experience that only branches can provide. Studies from CO-OP Financial Services and U.S. Bank found that 86% of consumers plan to continue visiting branches over the next five years. For credit unions, this means that the branch isn’t disappearing—it’s evolving. The Human Side of Banking As Sarah Canepa Bang, Chief Strategy Officer at CO-OP Shared Branch, explains, “Credit unions have always been leaders in personal service.” That member-first culture continues to be a defining advantage for credit unions, even as digital transformation reshapes how members interact. The key is blending technology with the personal touch members already trust. Branches remain where life’s biggest financial conversations happen—buying a home, consolidating debt, or planning for retirement. Members want knowledgeable staff who can help guide them through important decisions, and they value the confidence that comes from sitting down with a real person. Better Lobby: Making Personal Service More Convenient The challenge for credit unions is delivering that in-branch experience while matching the convenience members expect from digital tools. That’s exactly where Better Lobby’s Appointment Booking tools come in. With Better Lobby’s Mobile Appointment Booking Tool, members can easily schedule a meeting at their preferred branch, on their own time—through a phone, tablet, or desktop. Staff instantly see appointments in their calendars, allowing them to prepare in advance and ensure each visit is productive and personal. The result is a smoother, more efficient experience for both staff and members. No long waits. No uncertainty. Just service that fits today’s pace of life. The Future of Member Access As branches evolve into consultative service centers, scheduling and queue management become essential. Tools like Better Lobby’s Appointment Booking, Online Queuing, and Kiosk modules help credit unions balance efficiency with connection—ensuring members can get expert help without feeling rushed or overlooked. Enhancing the Modern Branch Experience Today’s members expect flexibility—whether they’re managing accounts online or meeting face-to-face with a financial advisor. That’s why forward-thinking credit unions are transforming their branches into experience centers where convenience and personal service meet. By integrating tools like Better Lobby’s Appointment Booking and Online Queuing, credit unions can create a seamless journey for members: they can research services online, schedule an appointment in seconds, and receive personalized attention when they arrive. This modern approach not only saves time but also shows members that their credit union values both innovation and relationships. In short, it’s not about replacing the branch—it’s about reimagining it for today’s digital world. Key Takeaway There’s no substitute for the human connection that happens in a branch—but there’s also no reason it can’t be modern and convenient. With Better Lobby’s Mobile Appointment Booking Tool, credit unions can bring the best of both worlds together—giving members easy access to personalized, in-branch financial guidance whenever and wherever it fits their schedule.   The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.   Consumers still prefer visiting brick and mortar branches for many of their financial transactions, according to studies from CO-OP Financial Services and U.S. Bank. In fact, a whopping 86% of those surveyed plan to do business in branches during the next five years. Sarah Canepa Bang, Chief Strategy Officer for CO-OP Shared Branch which is a nationwide network of 5,400 branches dedicated to serving members of 1,800 participating credit unions, stated in their report that “credit unions have always been leaders in personal service…” A key part of delivering personal service at the branch increasingly involves appointment setting. Not much is more convenient than letting members easily select a time and location to discuss a host of banking and financial solutions — when and how it makes the most sense for them. Key Takeaway: There simply is no substitute for talking with someone face to face about your financial needs and issues and Mobile Appointment Booking Tool puts more convenience and access to your branch staff in the hands of those who need it — your members.

How Video Banking is Expanding Member Access and Expertise

[Updated October 2025] Video banking is no longer just a novelty—it’s quickly becoming one of the most impactful tools in modern credit union service delivery. According to a survey of global banking leaders, the top uses for video technology include private banking, mortgages and loans, investments, and new customer acquisition. These are all high-value interactions where personal connection and trust matter most—and that’s exactly where Better Lobby’s Video Module shines. Credit unions like BluCurrent Credit Union in Springfield, Missouri, are already proving that you don’t need to be a large financial institution to benefit from video banking. Even with just three branches, BluCurrent’s members have embraced video conferencing as a convenient and personal way to meet with specialists. How Better Lobby Makes Video Banking Work for You Our Better Lobby Flexible Branch Video module extends your branch’s service capabilities far beyond its physical walls. Instead of needing mortgage officers, financial advisors, or loan specialists stationed at every branch, expert staff can serve members remotely—whether from headquarters, a service hub, or even their home office. Here’s how it helps credit unions of all sizes: Centralized Expertise: Connect members in smaller branches or rural areas to specialists instantly. Unified Queues: The same queue that manages in-branch visits can now include video appointments, making it simple for staff to handle both types of interactions efficiently. Member Convenience: Members can start a video meeting from home, their office, or even a mobile device—no extra logins or complicated setup required. Improved Utilization: Staff can manage time more effectively, serving more members across more locations without added overhead. Video banking doesn’t replace the human connection—it enhances it. By combining the power of technology with Better Lobby’s intuitive queue management system, your credit union can deliver personalized, face-to-face service at any scale. Why Video Banking Is Becoming a Core Credit Union Service Video banking isn’t just about technology—it’s about giving members the flexibility to connect with your team wherever and whenever they need help. With Better Lobby’s Flexible Branch Video, credit unions can offer this next level of accessibility while maintaining the same high standards of personal service that define in-branch experiences. Here’s how credit unions are using the video module to transform service delivery: 1. Expanding Expertise Across BranchesInstead of requiring every branch to staff full-time loan officers or financial specialists, the video module allows experts to serve multiple locations remotely. This means your smaller or rural branches can offer the same level of professional support as your main office—without increasing costs. 2. Simplifying Member AccessMembers can join a video meeting directly from their mobile device, home computer, or a video-enabled kiosk at the branch. It’s as easy as checking in—no complicated links or separate logins. 3. Creating Seamless Hybrid ExperiencesVMQ integrates directly with your Better Lobby queue management system, meaning both in-person and virtual visitors flow through the same system. Staff can easily manage walk-ins, scheduled appointments, and video meetings all from one unified dashboard. 4. Increasing Staff ProductivityBy centralizing high-value services like mortgage consultations, investment advice, or new member onboarding, your staff can focus on their strengths and maximize their time serving members efficiently. 5. Building Trust in the Digital AgeVideo appointments maintain the face-to-face interaction that members value, even when they can’t make it to a branch. That personal connection fosters trust, loyalty, and confidence in your credit union’s ability to meet their needs—digitally and personally. In today’s world, flexibility and personalization are key. Better Lobby’s flexible branch video module brings both—helping your credit union deliver the right service, through the right channel, at the right time. Key Takeaway Video conferencing is no longer reserved for big banks—it’s transforming service models across credit unions of every size. Better Lobby’s video module gives you the member service management component that standard video tools lack—so your credit union can offer expert, human-centered service anywhere, anytime. The following section is the original post from April 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. BluCurrent Credit Union in Springfield, MO has incorporated video conferencing into its three branches.  Although they are only a $158 million-asset credit union, BluCurrent invested in the technology and video conferencing has been very well received by their members. We developed our Branch Video Meeting Queues to help credit unions provide full support to any local market without the need for expert staff to be physically present at each branch. Better Lobby Video Meeting Queue Module (VMQ) extends your Better Lobby Branch Queue beyond the branch so that the queue can be seen and served by expert staff located elsewhere. Key Takeaway: Video conferencing is coming to CUs of all sizes and the best way to manage it is via our VMQ software which provides the member service management component missing from video conferencing systems.

The Future of Credit Union Service: Flexible Branch Video

[Updated October 2025] As credit unions continue to innovate and modernize, video banking is emerging as the next big step in creating a more connected, flexible, and accessible member experience. Recent research by Efma and Vidyo shows that nearly 80% of financial institutions plan to offer video-enabled banking services, reflecting a growing industry consensus: members want both convenience and personal connection—and video delivers both. At Better Lobby, we’ve designed the Flexible Branch Video module to help credit unions bridge the gap between digital service and human interaction. This powerful module allows credit unions to serve members via video—whether they’re connecting from home, a branch kiosk, or even another location entirely—without losing the personal touch that defines credit union service. How Better Lobby Makes Video Work for Credit Unions The Flexible Branch Video module builds on core Better Lobby principles—efficiency, transparency, and simplicity—while adding video integration designed for real credit union workflows. It’s not just a video call; it’s a managed, organized, and data-driven service experience. Here’s what makes it different: Seamless Scheduling and RoutingMembers can easily book a video appointment through online, mobile, or call center channels. The system routes each appointment to the right staff member—whether they’re in the branch, at headquarters, or working remotely. Click-to-Call and Call EscalationStaff and members can initiate or escalate to video instantly, improving problem resolution and member satisfaction. Secure and ReliableBuilt for the security standards credit unions require, the Flexible Branch Video module keeps sensitive conversations protected while maintaining high-quality, stable video performance. Integrated ExperienceVideo interactions are tracked alongside in-branch and online queue data in Better Lobby’s dashboards and reports—giving you a complete view of your member engagement across all channels. Why It Matters As credit unions expand their digital capabilities, maintaining a personal, member-first approach is essential. Video banking creates a bridge between digital convenience and the trust of human interaction. Whether it’s for mortgages and loans, private banking, investments, or new member onboarding, video allows your experts to meet members where they are—on any device, at any time. How Flexible Branch Video Elevates Member Experience Credit unions are redefining what it means to deliver personal service in a digital world. The Flexible Branch Video module takes the best parts of branch interactions—the trust, the empathy, and the personal guidance—and makes them accessible anywhere through secure, high-quality video meetings. Here’s how this feature transforms both the member experience and operational efficiency: 1. A Smarter, More Flexible Service ModelMembers don’t always need to visit a branch to get expert help, and staff don’t always need to be on-site to deliver it. With Flexible Branch Video, credit unions can connect members with specialists no matter where either party is located. Whether it’s a mortgage consultation, investment advice, or account setup, the experience feels just as personal as being in-branch. 2. Centralized Expertise, Local ConnectionSmaller branches can now offer the same depth of expertise as larger locations. Specialists working from headquarters—or even remotely—can serve multiple branches at once through scheduled or on-demand video meetings. This ensures consistent service quality across every location while making better use of staff time and skills. 3. Fully Integrated and Easy to ManageThe Flexible Branch Video module isn’t just another standalone tool. It integrates directly with Better Lobby’s queue management and appointment systems, creating one seamless workflow. Staff can manage in-person, scheduled, and video meetings from a single interface—reducing complexity and improving coordination. 4. Built for Member TrustVideo interactions are secure, reliable, and easy for members to join. There’s no need for complex software downloads or extra logins. The system maintains the same privacy and professionalism members expect during in-person visits, making it ideal for sensitive financial discussions. 5. Data That Drives ImprovementAll video interactions are tracked alongside other member touchpoints in Better Lobby’s reports and dashboards. This data gives managers a full picture of how, when, and why members choose video—helping credit unions refine staffing, training, and service strategies based on real usage patterns. With Flexible Branch Video, credit unions don’t have to choose between personal service and digital convenience—they can offer both, seamlessly. Key Takeaway Now is the time for credit unions to embrace video as part of their digital service strategy. The Better Lobby Flexible Branch Video module provides the missing link between technology and service management—empowering credit unions to deliver exceptional, face-to-face service virtually, with the same warmth and reliability members expect in person.   The following section is the original post from June 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Some observers contend that video banking will be the next chapter in a credit union’s digital transformation. Research co-sponsored by Efma and Vidyo found that nearly 80% of all surveyed FIs plan to offer video-enabled banking services. Respondents noted that regardless of the channel (mobile, desktop, branch or ATM), the most important capabilities for video banking services were: click-to-call call scheduling call recording call escalation In preparation for this transformation and to help address item 2 above, we developed Better Lobby Video Meeting Queue Module (VMQ). Key Takeaway: Now is the time for credit unions to start working on their video implementations and a perfect first step is to look at Better Branches Branch Video Meeting VMQ solution that provides the member service management component missing from many video conferencing systems.

Why Branches Still Matter in the Age of Digital Banking

[Updated October 2025] It’s never been easier to manage your finances online—depositing checks, paying bills, or checking balances can all happen in seconds from your phone. Yet despite the convenience, research shows that members still value visiting a branch for certain transactions. According to Bankrate, 45% of Americans have visited a bank or credit union branch within the past 30 days, and 86% plan to continue using branches in the next five years. Why? Because the branch experience offers something digital channels can’t: trust, expertise, and human connection. Many members visit branches not because they have to—but because they want to. The Role of the Modern Branch Today’s branches are less about everyday transactions and more about meaningful conversations. Members come in to: Discuss major financial goals, like buying a home or consolidating debt Seek personalized advice for complex financial situations Build trust through one-on-one interactions with experienced staff As Anne Pace of Bank of America put it, “The banking center is becoming more and more a place not only for basic transactions, but for people to discuss complex issues.” Branches aren’t disappearing—they’re transforming. They are evolving from transactional spaces into relationship hubs where members feel seen, heard, and supported. Connecting Personal Service with Modern Convenience Even as branches adapt, efficiency and convenience remain essential. Members don’t want to spend time waiting—they want quick, focused service that respects their schedule. That’s where Better Lobby’s Mobile Appointment Booking Tool makes all the difference. With just a few taps, members can: Choose their preferred branch and staff member Schedule an appointment at a convenient time Receive reminders to bring any necessary documents For staff, appointments automatically appear in calendars, helping them prepare and deliver a more productive and personalized experience. The Future Is Hybrid As digital and physical channels continue to blend, credit unions have an opportunity to bring the best of both worlds together—combining digital convenience with human-centered service. Members can start their journey online and finish it in the branch, confident that their visit will be efficient and meaningful. Bringing Digital Convenience Into the Branch Members want flexibility. They expect the same ease of use from their credit union that they get from their favorite apps—without losing the personal connection that makes branch visits meaningful. By introducing digital scheduling tools, credit unions can give members control over their experience while maintaining the trusted, human-centered service that defines their brand. Tools like Better Lobby’s Mobile Appointment Booking help bridge this gap, allowing members to plan their visits ahead of time and ensuring staff are prepared to serve them efficiently. This seamless mix of technology and hospitality not only saves time—it strengthens relationships and reinforces your credit union’s commitment to exceptional member care. Key Takeaway Important financial matters deserve personal attention—and that often means a face-to-face conversation. Better Lobby’s Mobile Appointment Booking Tool bridges the gap between convenience and connection, ensuring members get timely, personal service every time they step into your branch. The following section is the original post from March 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The rise of online and mobile banking have made it convenient to do many routine financial transactions – checking balances, paying bills, depositing checks, etc. – remotely, but that doesn’t mean that branches are about to disappear. Bankrate, the Web’s leading aggregator of financial rate information, reports that branch visitors make the journey from many reasons: “concerns over security, ease of use, lack of awareness, and a desire to meet the people they’re entrusting their money to face to face.” The fact is the branch is less and less about basic transactions, and more and more about the need for people to discuss important and oftentimes complex financial issues. Key Takeaway: Important financial matters are best handled at the branch and that often means an appointment. Our Mobile Appointment Booking Tool ensures timely service and reminds members to bring the information necessary to the meeting.

Send an Email to Members so they Book an Appointment with Your Credit Union

[Updated October 2025] Smarter Email Campaigns Meet Seamless Appointment Booking Credit unions have always thrived on personal relationships—but in the digital age, personalization happens through smart technology, too. Today’s marketing tools make it possible to connect with members in real time, offering not just information, but instant action. That’s why combining dynamic email marketing with Better Lobby’s Mobile Appointment Booking Tool is such a powerful strategy. Imagine sending an email about auto loan refinancing or home equity consultations—where members can watch a short video, learn the basics, and immediately book an appointment right from the email. No redirects. No searching your website. Just one tap to connect with your team. Better Lobby’s Mobile Booking Tool makes this easy. It’s customizable, responsive, and fully branded to your credit union’s look and feel. Whether your member opens an email on their phone, tablet, or desktop, they can schedule time at their preferred branch or video appointment in just a few clicks. This approach does more than improve convenience—it boosts conversion. Members are far more likely to follow through when the next step is simple and immediate. And for credit unions, it means higher engagement and more traffic directed to the right staff and services. Expanding Your Marketing Impact with Better Lobby Once your members start booking appointments directly from your campaigns, it opens up new possibilities for smarter marketing and service alignment. With Better Lobby’s reporting and analytics tools, your team can track how these appointments connect to specific campaigns—helping you measure ROI and member engagement in real time. By combining Better Lobby’s Mobile Booking Tool with real data from your dashboards and reports, your marketing team can create continuous improvement loops—where every campaign becomes smarter and more effective than the last. The future of credit union marketing isn’t just digital—it’s connected, personalized, and measurable. Better Lobby makes that future possible. Key takeaway about Credit Union Appointment Booking with Email Pairing Better Lobby’s Mobile Appointment Booking Tool with modern email marketing creates a seamless, high-impact experience that drives both engagement and branch growth. It’s not just outreach—it’s results.     The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. LiveClicker offers credit unions the means to dynamically update the content of emails when they are opened, rather than when they are sent. One of the features that the Silicon Valley-based company says that their system supports is the ability to embed how-to “schedule an appointment” or other instructional videos directly within the body of a message. This has the potential to be an extremely powerful marketing tool when combined with our Mobile Appointment Booking Tool. All types of loan and other product offers could be easily sent to members with the built-in capability for them to self-schedule meetings in branches in a well-ordered and convenient manner. Key Takeaway: Marrying our affordable Mobile Appointment Booking Tool to virtually free email marketing campaigns is a great way to boost your branch sales numbers.

Millennials Still Value Credit Union Branches — But They Expect Smarter, Faster Service

[Updated October 2025] Millennials, Mobile Banking, and the Modern Branch Experience Millennials have long been known as “digital natives”—a generation that prefers managing everything from their phones. But as they age and take on more complex financial goals like mortgages, investments, and family savings, they’re rediscovering the value of in-person banking. That doesn’t mean the branch is going back to its old ways. Instead, it’s evolving. Credit unions are now blending digital convenience with human connection, ensuring every member—especially younger ones—can get expert help quickly and easily. Why the Branch Still Matters Even the most tech-savvy members want reassurance when making major financial decisions. Whether it’s applying for a home loan or discussing investments, they value the opportunity to talk to a real person. Research continues to show that branch visits remain high, especially for advice-based interactions. But the key is efficiency—members don’t want to wait in long lines or spend half an hour checking in. They want streamlined, purposeful visits that respect their time. Making It Happen with Better Lobby That’s where Better Lobby’s Mobile Appointment Booking Tool comes in. This feature allows members to schedule face-to-face appointments from anywhere—right from their smartphone. It’s fast, intuitive, and customizable to fit your credit union’s brand and member experience. By letting members book in advance, credit unions can: Reduce lobby congestion and wait times Ensure the right staff are available for specific services Improve member satisfaction through personalized, timely service And with integrations across other Better Lobby modules—like Online Queuing, Video Meetings, and Reports—credit unions gain a complete view of branch activity, helping optimize both member experiences and operational efficiency. The Future: Seamless Digital-to-Branch Banking Millennials—and every generation that follows—expect consistent, connected experiences across channels. They might research loans online, confirm details over video, and finish the process in person. Better Lobby helps credit unions make that journey simple and seamless. The future of credit union service isn’t about choosing between digital and physical—it’s about blending both. By adopting tools like Better Lobby’s Mobile Appointment Booking, credit unions can ensure the branch remains relevant, engaging, and efficient for years to come. Building Loyalty Through Smarter Service When members feel that their time is respected, they’re far more likely to stay loyal. By giving them control over how and when they interact with your branch, you show that your credit union values convenience as much as connection. Mobile booking tools make this possible—reducing friction, empowering members, and freeing up staff to focus on meaningful conversations instead of managing walk-ins. And when this digital convenience is paired with friendly, efficient in-person service, it reinforces what credit unions do best: building trust through personal relationships. With Better Lobby, that trust becomes easier to earn, maintain, and grow—one appointment at a time. Key Takeaway  Even digital-first members value human connection. With Better Lobby, credit unions can deliver that connection—faster, smarter, and more conveniently than ever before.   The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.   James Bosley, an employee of Compass Plus which is a retail banking and electronic payments solutions provider, recently wrote an interesting article entitled “Millennials won’t be millennials forever, keep hold of the branch.”  He notes that while Millennials are “digital natives” that prefer to do as much as possible on their mobile devices, they still value the in-branch experience, and will do so even more as they grow older. He is convinced – like we are – that consumers must be able to prearrange their face-to-face branch meetings with their FI using their mobile application on the go. He contends that “time in-branch per visit should be minimal, with all processes and operations as fluent as possible. By doing this the consumer won’t view the experience as a chore but as a more integrated part of their banking process.” Without a doubt, branch appointments provide a welcomed alternative for members who are facing a long wait for service. Key Takeaway: Our Mobile Appointment Booking Tool is perfect for attracting and retaining Millennials members, but members from every demographic group also really appreciate its convenience.

Bridging Digital and In-Branch Banking with Better Lobby’s Mobile Appointment Booking Tool

[Updated October 2025] Balancing Digital Convenience with In-Branch Connection As digital banking continues to grow, it’s no surprise that millennials visit branches less often. But here’s the twist—while many prefer mobile tools for everyday banking, most still see value in face-to-face interactions when it comes to important financial moments. A recent BI Intelligence survey found that while 75% of millennials rarely visit branches, 62% still find them valuable. That means credit unions don’t need to replace branches—they just need to make them more accessible and efficient. The Role of Better Lobby’s Mobile Appointment Booking Tool Better Lobby’s Mobile Appointment Booking Tool bridges the gap between digital and in-person banking. Members can easily schedule appointments from their phone, tablet, or computer—choosing their preferred branch, service, and time. Behind the scenes, appointments flow directly into staff calendars, giving employees time to prepare before each meeting. This small change has a big impact: No long waits: Members arrive at their scheduled time and are seen promptly. More meaningful service: Staff can review member needs in advance. Increased efficiency: Branches operate smoothly, even during peak hours. Why This Balance Matters Credit unions that blend mobile convenience with in-branch service are building stronger relationships with their members. When members can handle simple tasks online but still rely on the branch for personalized advice, trust grows—and so does loyalty. The Mobile Appointment Booking Tool makes this balance possible. It’s customizable with your credit union’s logo and colors, fits seamlessly into your website or app, and delivers an experience that feels both modern and personal. Key Takeaway Digital convenience and personal connection aren’t opposites—they’re partners. By using Better Lobby’s Mobile Appointment Booking Tool, credit unions can offer the best of both worlds: efficient digital scheduling and exceptional in-branch service that keeps members coming back.   The following section is the original post from May 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent BI Intelligence Digital Banking survey revealed that 75% of millennials either never visit branches or do so once a month or less; however, 62% of millennials still find some value in branches, which led the researchers to conclude that FIs must strive to find the right balance between digital and in-branch services. Our Better Lobby Mobile Appointment Booking Tool is the perfect solution for striking this balance. With a few taps on their mobile device, members can book an appointment at the branch that is most convenient for them and at time that ensures virtually no waiting. On the back end, the appointments flow seamlessly into credit union employees’ calendars so they are fully prepared to engage with the member and quickly address the reason for their branch visit. Key Takeaway: Credit unions that roll out mobile functionality that forms a bridge to their branch networks will be making a move that positively impacts the member experience, branch sales, and overall staffing productivity.

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.

Ensuring the Future of Bank Branches: Balancing Trust and Accessibility

Despite the rise of digital banking solutions, a recent survey conducted by Glory Global Solutions reveals that the majority of US consumers still value the presence of physical bank branches. This sentiment underscores the enduring importance of in-person interactions in the banking industry. However, consumers are increasingly demanding greater convenience and personalized service from their branch experiences. In this article, we delve into the key findings of the survey and explore strategies for credit unions to meet evolving consumer expectations while maintaining trust and accessibility. Consumer Expectations The survey highlights that while consumers appreciate the convenience of alternative banking channels such as telephone and mobile banking, they still place significant value on in-person interactions. This preference stems from a desire for comfort and reassurance, particularly when dealing with sensitive financial matters. Addressing Consumer Demands To meet the evolving needs of consumers, credit unions must prioritize convenience and personalized service. According to the survey, consumers are looking for longer branch opening hours, shorter wait times, and more personalized interactions. These expectations underscore the importance of streamlining branch operations and enhancing the overall customer experience. Implementing Solutions One effective strategy for credit unions to address these concerns is the implementation of online and mobile appointment booking software. By allowing members to schedule appointments in advance, credit unions can reduce wait times and ensure personalized attention upon arrival. Additionally, such software enables credit unions to extend branch hours virtually, catering to members’ busy schedules and enhancing accessibility. Benefits of Appointment Booking Software The adoption of appointment booking software offers numerous benefits for credit unions and their members. From the credit union’s perspective, it helps optimize staff resources, minimize wait times, and improve overall operational efficiency. For members, it provides added convenience, eliminates the frustration of long lines, and ensures a tailored banking experience. Enhancing Member Service Quality By leveraging appointment booking software, credit unions can enhance the quality of member service. With pre-scheduled appointments, staff can adequately prepare for each interaction, offering personalized solutions and building stronger relationships with members. This personalized approach not only improves member satisfaction but also fosters long-term loyalty and trust. Improving Branch Traffic Flow Furthermore, appointment booking software plays a crucial role in managing branch traffic flow. By staggering appointments throughout the day, credit unions can prevent overcrowding and maintain a comfortable environment for both staff and members. This optimized traffic flow contributes to a more efficient and pleasant branch experience for everyone involved. Key Takeaways As credit unions navigate the evolving landscape of banking, maintaining trust and accessibility in physical branches remains paramount. By understanding and addressing consumer expectations for convenience and personalized service, credit unions can strengthen their position in the market. The implementation of online and mobile appointment booking software emerges as a strategic solution to meet these demands, offering benefits for both credit unions and their members alike. By prioritizing the customer experience and leveraging innovative technologies, credit unions can ensure the continued relevance and success of their branch networks in the years to come.

Branches and Appointment Making

[Updated September 2025] It’s no secret—members value their time. In a world where convenience drives loyalty, offering members the ability to schedule appointments is no longer a “nice to have.” It’s essential. Industry leaders, like John Best of Best Innovation Group, have long emphasized that branches still provide the best member experience. But the key is making those experiences easy to access. When members know they can book a dedicated time to sit down with a staff member, they feel confident they’ll get the attention and support they need—without long waits or uncertainty. Bringing Banking to the Member The idea doesn’t stop at in-branch appointments. Some credit unions are experimenting with “mobile banking experiences” outside the branch—meeting members at their home, office, or even a coffee shop. This flexible approach shows just how powerful appointment booking can be in strengthening relationships. By giving members options for where and how to connect, credit unions can meet them on their terms, fostering deeper trust and loyalty. How Better Lobby Makes It Possible Better Lobby’s Appointment Booking tools make scheduling simple and seamless: Mobile & Online Access: Members can schedule appointments anytime, from their phone or computer. Branch or Remote Options: Support in-branch meetings or explore future options like video or off-site appointments. Staff Efficiency: Staff can prepare ahead of time, ensuring each meeting is productive and personalized. Improved Experience: Members feel valued, knowing their credit union respects their time and busy schedules. Key Takeaway Appointment booking is more than just scheduling—it’s a service strategy. By making it easy for members to connect when and where it works for them, credit unions can deliver the personal service members expect while building loyalty that lasts. With Better Lobby, your credit union has the tools to make this vision a reality. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. John Best, a long time CU executive and head of the Best Innovation Group, states that “branches are still the best user experience….. and more people would go to the branch if they could schedule an appointment to see someone and be sure that they would get the time and attention and they need for their busy schedule.”  We couldn’t agree more with his comments. He even recommends taking the concept further with his FinancialUber (FUBER) proposition: that CU employees make appointments with members in their home, office or a coffee shop to discuss their needs. Key Takeaway: Mobile appointment booking has the ability to be game changer for your CU when it comes to building member loyalty and delivering stellar service.

Branches in the Mobile Age

[Updated September 2025] In today’s world of mobile apps and online banking, some may think branches are becoming less relevant. But research continues to show that branches still provide a unique advantage—one that directly impacts both service quality and financial performance. A study from the Federal Reserve Bank of Cleveland found that financial institutions with a physical branch presence were able to make better quality loans. Why? Because branches give staff access to “soft information”—insights about members, their communities, and local economic conditions that simply can’t be captured by numbers alone. This local knowledge helps credit unions make smarter decisions, reduce risk, and better serve members. The Human Side of Banking Branches remain essential for building personal relationships, fostering trust, and supporting members through complex financial decisions. Whether it’s applying for a mortgage, planning for retirement, or resolving an issue, many members still prefer face-to-face interactions when the stakes are high. At the same time, digital channels are vital for convenience and speed. The strongest credit unions don’t choose between digital and in-person service—they integrate both to create a seamless experience. Connecting Branches and Digital Channels One of the best ways to bridge the digital and physical is through online and mobile appointment booking. By allowing members to schedule time with branch staff in advance, credit unions can: Give members confidence that they’ll be seen quickly and prepared for. Reduce lobby wait times and improve satisfaction. Help staff prepare for appointments and provide better service. Align digital convenience with the personal touch of the branch. Key Takeaway Branches aren’t going away—they’re evolving. By combining digital tools like appointment scheduling with the unique advantages of local branch knowledge, credit unions can deliver the best of both worlds: convenience and human connection. With Better Lobby’s Mobile Appointment Booking Tool, your credit union can strengthen service quality while boosting branch productivity and sales. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. According to a recent study by the Federal Reserve Bank of Cleveland, branches provide an information advantage that helps bolster the bottom line, even in an era of Internet and mobile banking. Cleveland Fed researcher Kristle Romero Cortés found that financial institutions “were able to make better quality loans when they had a branch in the area, which suggests that their local presence gave them invaluable information about borrowers and conditions in the local economy.” Branches are all about personal relationships, community affinity and handling complex financial decisions. Digital offerings are absolutely essential and complement the branch network, but they can never replace it. Key Takeaway: One of the best ways to connect your branches to your digital channels is by allowing your members to make appointments with your branch staff. Our Mobile Appointment Booking Tool is the right tool for the job because it boosts member service quality, while simultaneously positively impacting branch sales.

Reverse-showrooming

[Updated September 2025] In retail, showrooming has become a common trend—customers browse in-store but make the final purchase online. Credit unions, however, are seeing the opposite effect: members do their research online and then visit a branch to finalize important financial decisions. This behavior, known as reverse-showrooming, highlights just how essential it is for credit unions to make branch visits easy and convenient. Why Reverse-Showrooming Happens When it comes to loans, investments, or other big financial choices, trust is everything. While members may gather information online, many still want the reassurance of speaking face-to-face with a trusted credit union staff member before signing on the dotted line. This blend of digital research and in-person connection makes branch access more important than ever. The Role of Appointment Booking Reverse-showrooming proves that members want both digital tools and human support. The best way to connect these two experiences is with online and mobile appointment booking. With Better Lobby’s Appointment Scheduling Module, members can: Choose a branch, time, and service that fits their schedule Book directly from their phone or computer in just a few clicks Receive reminders so they’re prepared when the appointment day comes For the credit union, it means walk-ins become less overwhelming, staff can prepare in advance, and members leave with a stronger impression of service and efficiency. Why It’s a Win for Everyone Members save time and feel confident that their needs will be met. Staff get the chance to prepare, leading to more productive conversations. The credit union builds stronger relationships and improves overall branch efficiency. Key Takeaway Reverse-showrooming is proof that branches still matter. By offering easy mobile and online appointment booking, credit unions can bridge digital convenience with the personal touch members value most. It’s not just about managing schedules—it’s about creating a seamless experience that builds trust, loyalty, and long-term growth. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Just about everyone is familiar with ‘showrooming’ which is when a consumer goes to a retail location to investigate a product, then leaves and buys the product online at reduced price. Yet many FIs are experiencing just the opposite, which is reverse-showrooming where consumers do their research online and go to the branch to finalize their loan or investment choice. Reverse-showrooming perfectly illustrates the need for consumers to be able to book an appointment at the branch location of their choice. After all, numerous other industries such as retail and restaurants allow consumers to use mobile tools to schedule appointments and make reservations. Key Takeaway: Mobile appointment booking tools are a triple win: the CFO is happy to maximize ROA, the COO is thrilled to deliver the right branch experience, and the member receives timely and expedited service that fits into their busy schedule.

Banking Satisfaction Factors

[Updated September 2025] A recent survey of more than 3,800 consumers by Market Force Information revealed four major factors that shape satisfaction in banking: Transparency & Fairness Security & Reputation Ease of Doing Business Location Convenience Most credit unions already excel at transparency and security. But when it comes to making banking easier and more convenient, many still have room to grow. And that’s where appointment scheduling can make a big impact. Connecting Convenience with Ease of Doing Business “Ease of doing business” and “location convenience” are closely linked. Members don’t just want a branch nearby—they want it to work on their terms. Online and mobile appointment booking gives members the ability to plan their visits around their lives, not the other way around. Instead of walking in and waiting, members can arrive at a time that works best for them, knowing they’ll be seen right away. Advisory Services: The Human Connection While digital banking handles many transactions, in-person interactions still matter—especially when it comes to financial advice. Members want to talk to a trusted professional when making decisions about mortgages, auto loans, or investments. According to the survey, these advisory moments are some of the strongest opportunities for credit unions to build satisfaction and even generate referrals. By offering appointment scheduling, credit unions ensure these important conversations are efficient, personal, and stress-free. Staff have time to prepare for the meeting, and members feel valued and heard. Boosting Staff Productivity Appointments also help staff plan their day. Instead of juggling unpredictable walk-in traffic, they can balance scheduled advisory sessions with other member needs. This creates a smoother flow in the branch and ensures no one feels rushed. The result? Happier staff and happier members. Key Takeaway Appointment scheduling isn’t just a convenience—it’s becoming the new standard in credit union service. By making it easy for members to book time for financial advice and other key services, credit unions can raise satisfaction, improve staff productivity, and strengthen loyalty. Would you like me to also create a short sidebar/box of “Member Benefits vs. Staff Benefits” so this blog feels more skimmable for readers?   The following section is the original post from November 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent survey of more than 3,800 consumers by Market Force Information found four major factors that impact customers’ satisfaction in banking: Transparency & Fairness Security & Reputation Ease of doing Business Location Convenience The vast majority of credit unions have items 1 and 2 well covered, but many continue to work on items 3 and 4, which are in many ways closely intertwined. One of the best ways to unite the Ease of Doing Business and Location Convenience factors is via online and mobile appointment scheduling. This is particularly true when it comes to financial advice; in fact, the report concludes that “in-person interactions, such as advisory services, present some of the strongest opportunities for retail banking to increase customer satisfaction and drive referrals.” Key Takeaway: Appointment setting for advisory services – and many other important financial decisions – will be the norm in the next few years at credit unions looking for ways to increase member satisfaction and boost branch staff productivity levels.

The Evolution of Banking Roles: Embracing the Universal Banker Model

In the ever-evolving landscape of banking, institutions are constantly seeking ways to optimize efficiency, enhance customer experience, and adapt to changing consumer demands. One significant trend that has emerged in recent years is the rise of the universal banker. This hybrid role, combining the responsibilities of both tellers and platform staff, has garnered attention for its potential to streamline operations and improve service delivery. In this article, we delve deeper into the concept of universal bankers, exploring their benefits, challenges, and the key tools necessary for their success in modern credit unions. Understanding the Universal Banker Model As highlighted in a recent study by Novantas, the adoption of the universal banker model is on the rise, particularly in smaller branches with lower transaction volumes. These branches, accounting for approximately 20 percent of the total, have transitioned to a single-role approach, where universal bankers handle both teller transactions and customer inquiries typically managed by platform staff. Benefits of the Universal Banker Model The shift towards universal bankers brings forth several notable advantages for credit unions. One of the primary benefits is improved cost efficiency. Institutions like PNC have reported a reduction in staffing requirements, with branches employing universal bankers requiring fewer personnel on average. This consolidation of roles not only lowers operational costs but also facilitates a more agile and adaptable workforce. Challenges and Considerations While the universal banker model offers promising benefits, its implementation is not without challenges. One key consideration is the need for tailored hiring, training, and compensation strategies. Unlike traditional tellers, universal bankers must possess a diverse skill set encompassing both transactional and advisory roles. This necessitates comprehensive training programs to equip staff with the necessary knowledge and capabilities. Furthermore, managing the time and workload of universal bankers is paramount. Balancing customer interactions, transaction processing, and cross-selling opportunities requires efficient scheduling and resource allocation. Without proper oversight, there is a risk of burnout or diminished productivity among staff members. Optimizing Universal Banker Performance Central to the success of the universal banker model is the implementation of supportive tools and technologies. One such essential tool is an enterprise-wide appointment calendar. This enables universal bankers to efficiently manage customer appointments, streamline scheduling processes, and ensure optimal utilization of their time. By providing a centralized platform for appointment management, credit unions can enhance customer engagement while maximizing the productivity of their universal banking staff.’ The Role of Technology in Supporting Universal Bankers The universal banker model isn’t just about combining teller and platform roles—it’s about giving staff the right tools to succeed. Credit unions that adopt this model need technology that streamlines day-to-day operations while supporting personalized service. Solutions like Better Lobby help by providing appointment scheduling, online queuing, and service dashboards that keep staff organized and informed. With these tools, universal bankers can focus on building stronger member relationships instead of juggling manual processes. Real-time insights into member needs, visit history, and staff availability make it easier to deliver fast, consistent, and high-quality service. For credit unions, this means fewer bottlenecks, better resource allocation, and a smoother member journey from start to finish. By pairing the universal banker model with the right supporting technology, credit unions can create a future-ready service approach that blends efficiency with the personal touch members still expect. Universal Banker Model Key Takeaways As credit unions navigate the changing landscape of banking, the adoption of the universal banker model emerges as a strategic imperative. By leveraging the combined capabilities of tellers and platform staff, institutions can drive operational efficiency, improve customer service, and remain competitive in a dynamic market. However, success in implementing this model hinges on effective training, resource allocation, and the integration of supporting technologies. With the right approach, universal bankers hold the key to unlocking enhanced performance and sustainable growth for credit unions in the digital age.

Enhancing Customer Experience: The Evolution of Contact Centers in Credit Unions

In the realm of credit unions, the role of contact centers has transcended beyond merely handling calls and resolving issues efficiently. Today, the focus is squarely on optimizing the customer experience, bridging the gap between physical branches and digital channels. This transformation entails the integration of new technologies and channels, aimed at creating a seamless and personalized interaction for members. Contact centers can help members in a number of ways. Including by booking appointments for members, giving the personal touch while moving the credit union into the future. The Shift towards Customer Experience Optimization Contact center experts emphasize that the primary objective of modern contact centers is not just about completing transactions or resolving issues quickly; it’s about delivering exceptional customer experiences. This shift in perspective underscores the importance of building meaningful relationships with members, fostering trust, and providing personalized support. Integrating New Channels and Technologies To realize the vision of a “customer experience hub,” credit unions are embracing a diverse array of channels and technologies. This includes leveraging video conferencing to connect members with product experts, enabling remote teller management for seamless transaction processing, and implementing online chat functionalities for real-time assistance. By integrating these channels seamlessly into the contact center ecosystem, credit unions can offer members a convenient and efficient means of engagement. Empowering Contact Center Agents Empowering contact center agents with the tools and capabilities to enhance member interactions is paramount. One such capability is the ability for agents to schedule appointments with branch staff directly from the contact center interface. This feature not only streamlines the appointment booking process but also ensures that members receive timely and personalized assistance from the appropriate personnel. The Role of Credit Union-Wide Scheduling Platforms Central to the evolution of contact centers is the implementation of credit union-wide scheduling platforms. These platforms serve as a centralized hub for managing appointments across branches, contact centers, and digital channels. By leveraging such platforms, employees can focus on building deeper member relationships, rather than getting bogged down by administrative tasks. Moreover, these platforms serve as a bridge between physical and digital channels, ensuring a cohesive and consistent experience for members regardless of their preferred engagement channel. Maximizing Productivity and Improving Member Experience A credit union-wide scheduling platform not only increases productivity by streamlining appointment management but also enhances the member experience. By seamlessly connecting members with branch staff, contact center agents can facilitate smoother transitions between virtual and in-person interactions. This continuity of service fosters trust and loyalty among members, ultimately driving long-term satisfaction and retention. Turn Contact Centers into Member Experience Hubs For many credit unions, the contact center is the first touchpoint for members seeking help. What was once seen as a place to handle calls and answer basic questions is now becoming a strategic hub for building stronger member relationships. By adopting integrated scheduling tools like Better Lobby, contact centers can do much more than book appointments—they can connect members to the right staff, at the right time, through the right channel. This shift means members no longer need to repeat their story at multiple touchpoints. Instead, staff have visibility into the member’s needs before the conversation even begins. Whether it’s arranging a video appointment, scheduling an in-branch meeting, or routing a member to a specialized advisor, the contact center becomes a seamless extension of the branch. With real-time visibility into staff availability across the credit union, contact centers can reduce bottlenecks, cut down on wait times, and boost efficiency. At the same time, members benefit from personalized service, whether they’re calling from home, joining a video appointment, or preparing for a branch visit. Key Takeaways As credit unions strive to elevate the standard of customer experience, the evolution of contact centers plays a pivotal role. By transforming traditional contact centers into customer experience hubs and leveraging new channels and technologies, credit unions can bridge the gap between physical branches and digital channels. The integration of credit union-wide scheduling platforms further enhances productivity and member satisfaction, cementing the contact center’s position as a critical component of the modern credit union ecosystem.

Managing Wait Times

[Updated September 2025] When it comes to visiting a credit union branch, waiting is often the first part of the member experience. And while actual wait times matter, research shows that what members perceive as their wait time has an even greater impact on satisfaction. Once a member feels their “expected wait” has been exceeded, frustration rises quickly—and so does the risk of a negative impression. The Challenge: Balancing Service and Staffing Credit unions today face a tricky balance. Reducing staff may keep costs down, but it often leads to longer waits that hurt member satisfaction. On the other hand, overstaffing drives up expenses without necessarily improving efficiency. Striking the right balance is key to both operational success and member loyalty. The Power of Shifting from Walk-Ins to Appointments One of the most effective strategies is moving members from random walk-in traffic to scheduled appointments. Appointments give credit unions more control, allowing them to: Smooth out peak times by spreading demand more evenly throughout the day. Prepare staff in advance for specific services, creating faster and more productive interactions. Reduce perceived wait times since members know exactly when they’ll be served. How Better Lobby Helps Better Lobby’s Appointment Scheduling Module makes this shift easy. Members can book appointments online, through their mobile devices, or via the call center. Each booking syncs directly with branch calendars, ensuring staff are ready and members feel valued. By pairing appointments with Better Lobby’s online queuing and kiosk check-ins, credit unions can keep members informed about their place in line and reduce uncertainty—two of the biggest drivers of perceived long waits. The Role of Transparency in Reducing Stress One of the most effective ways to improve the waiting experience isn’t just shortening the wait—it’s making the process more transparent. When members know where they are in line, who they will see, and how long it will take, their stress levels go down. This is why Better Lobby’s Wall Display and real-time notifications are so powerful. Members can see their place in the queue or get updates directly to their phones, which removes uncertainty and builds trust. Turning Idle Time into Productive Time Another way to manage perceived wait time is to give members control over how they use their time while waiting. With appointment scheduling and parking lot check-in, members don’t have to sit in the lobby—they can plan their visit around errands or even wait in their car until it’s their turn. This flexibility turns idle waiting into productive time, which dramatically improves the overall experience. Why This Matters for Credit Unions Reducing frustration during waits isn’t just about member comfort—it has a direct impact on loyalty and retention. A smooth, transparent, and respectful check-in and queuing process signals to members that their time is valued. Credit unions that implement these practices with Better Lobby see stronger relationships, better word-of-mouth, and higher overall satisfaction scores. Would you like me to also create a short “Key Takeaways” box for this section so you have a quick summary to drop in at the end? Key Takeaway Member satisfaction isn’t just about how long people actually wait—it’s about how long they feel they waited. With Better Lobby’s appointment scheduling and queue management tools, credit unions can manage both sides of the equation. The result: shorter waits, smoother operations, and members who walk away feeling respected and well served.   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. Studies have shown that perceived wait time – the amount of time a consumer thinks they have waited – goes up rapidly after the expected wait time is surpassed. Why is this important? Because customer wait time is one of the most reliable leading indicators of customer satisfaction in survey after survey. As many credit unions reduce their branch staff levels, member wait times are likely to increase, which can drive down member satisfaction levels. Yet overstaffing at branches increases operational expenses. How do you get the balance right? Perhaps the best solution is migrate some of your walk-in traffic – which is random – to scheduled appointments – which is under the credit union’s control when a robust scheduling system is in place. Key Takeaway: Implementing an appointment setting solution online, in the call center and via mobile devices helps to effectively address wait time issues and improves both member satisfaction and loyalty.

Never underestimate the value of branches

[Updated September 2025] For years, surveys have told the same story: consumers still choose their primary financial institution based on branch proximity. In fact, research shows that having a branch close to home or work outweighs nearly every other factor—even banking fees, which customers claim to dislike most. And this preference isn’t limited to one age group. From Boomers to Millennials to Gen Z, all demographics continue to say that having a branch nearby is critical to their relationship with a financial institution. So why do branches remain so important when mobile and online banking are faster, cheaper, and always available? The Psychology Behind Branch Choice Behavioral economics helps explain this. Consumers may say they make banking choices based on rational factors like fees or service quality. But in practice, decisions are often guided by familiarity, trust, and emotional connection. Familiarity bias: People tend to choose what they see often. A branch across the street builds brand recognition and comfort, regardless of pricing. Fairness and trust: Beyond rational calculations, members want to feel they’re being treated fairly and that their financial partner has their back. Branch staff embody that trust in a way apps cannot. Brand image: A branch isn’t just a building—it’s the most tangible representation of a financial institution’s brand. For many members, the branch is the brand. It’s no surprise, then, that over 70% of consumers in some studies said they wouldn’t bank with an institution that had no branches—even if they rarely visit one. Branches Are More Than Transaction Centers Even in the digital era, branches remain central to high-value financial activity: 72% of deposits are still made at branches. Two-thirds of account openings and loans happen face-to-face. Members consistently report higher confidence in financial decisions when they meet with staff in person. Branches aren’t just for transactions—they’re where relationships are built, problems are solved, and loyalty is cemented. Modernizing the Branch Experience Of course, member expectations have evolved. Waiting in line, filling out forms, or being bounced between departments doesn’t fit today’s definition of good service. That’s where technology like Better Lobby comes in. Better Lobby equips credit unions with tools to make branch visits smooth, efficient, and member-first: Visitor check-in & tracking: Members are greeted quickly and routed to the right staff. Appointment scheduling: Members can book ahead, ensuring staff are prepared for their needs. Queue management: Reduces frustration and keeps service flowing, even during peak times. Data & reporting: Branch leaders gain insights into traffic patterns, service times, and staff performance. In short, Better Lobby transforms branches from a point of friction into a showcase of efficiency and care. The Future: Branches as Brand Icons Branches may no longer be the place for every transaction, but they’ve become more important than ever as relationship and trust hubs. They represent the brand, shape perceptions, and influence member retention in ways digital channels can’t replicate. Credit unions that succeed will be those that: Invest in branch modernization, not just mobile apps. Personalize both digital and in-branch experiences. Use tools like Better Lobby to connect convenience with human connection. Key Takeaway Phones, apps, and ATMs are important. But people don’t open accounts with devices—they open them with people. Branches remain the foundation of member trust and loyalty, and with the right tools, they can be both efficient and deeply personal. Better Lobby ensures that every branch visit reinforces what members value most: trust, fairness, and genuine human service.   The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Survey after survey confirms that the American public continues to choose their primary FI based on whether a particular FI has a branch near where they live or work. This choice always represents a significantly higher proportion than any other reason listed, even over much-hated banking fees. Even more surprisingly, it applies to all age groups and demographics. The full-service branch continues to be the foundation of the consumer relationship for both transactions (e.g., 72 percent of all deposits are made at the branch), and account openings and lending activities (more than two-thirds of consumers open accounts and apply for loans and credit in the branch). Managing and serving waiting visitors in a full-service branch requires new tools and techniques, and our Better Lobby platform is optimally designed to handle this critical task for both teller and platform staff. Key Takeaway: Phones, tablets and computers don’t open accounts or take out loans – people do. Make every effort to ensure that visitor check-in and service tracking is fast and easy.

Credit unions continue to boost service levels at their branches

[Updated September 2025] Every few years, someone proclaims that the branch is dead. But if you look around, especially at credit unions, the opposite is true: branches are evolving, not disappearing. Yes, online and mobile banking are more popular than ever—9 out of 10 households use online banking, 4 in 10 use mobile banking, and more than half of all transactions now happen digitally. But when it comes to building trust, making big financial decisions, or getting personal advice, members still want the option to step into a branch and connect with real people. Travis Credit Union’s “Financial Solutions Center” A great example of this evolution is Travis Credit Union’s Financial Solutions Center in Vacaville, CA. This isn’t your typical teller-line branch. Instead, it’s an open, technology-rich space designed to give members choices: Six financial solution specialists are available to work one-on-one with members on everything from mortgages to digital banking tools. A tech bar with computers and iPads lets members explore online banking in a self-service way, with staff ready to help. Two advanced banking kiosks can handle everything from cash withdrawals (in any denomination) to transfers, bill payments, foreign exchange, and even new member enrollment. The focus here isn’t replacing people with machines. It’s exactly the opposite. As Travis CEO Barry Nelson put it: “Our goal is not to replace people but rather provide more people-helping-people service. The technology here can handle the minutia and free our very highly trained people to engage with our customers and really meet their financial needs.” The Big Idea: People + Technology = Stronger Service This model shows how branches can be both high-tech and high-touch. Members who want quick, self-service transactions can use kiosks or mobile tools. Members who want expert guidance can sit down with a specialist. And members who aren’t sure what they need can do both in one visit. It’s not about forcing people to go digital or keeping them stuck in old routines. It’s about giving members options—and ensuring that whichever path they take, the experience feels smooth and connected. How Better Lobby Fits In Better Lobby was built for exactly this type of branch evolution. Its modular tools help credit unions create a seamless member journey, whether in person, online, or both. Here’s how: Lobby Management: Keeps in-branch traffic organized so wait times are fair and transparent. Appointments: Lets members book online, by phone, or at the branch so they arrive prepared. Kiosks & QR Check-In: Streamline self-service check-ins without overwhelming staff. Video Appointments: Connect members to remote experts, whether they’re across town or across the state. Dashboards & Reports: Give managers the data they need to spot trends, plan staffing, and measure campaign ROI. These tools help ensure that technology enhances human service rather than replacing it. Staff spend less time juggling lines and logistics, and more time doing what they do best: building relationships with members. Key Takeaway Branches aren’t dead—they’re being reinvented. Credit unions like Travis are proving that with the right mix of technology and people, branches can become financial solutions hubs that members actually look forward to visiting. Better Lobby helps credit unions take this step confidently—bridging digital convenience with the human connection that has always been the heart of the credit union movement.     The following section is the original post from March 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Credit unions must absolutely embrace online and mobile technologies, but many experts contend that their battles for market share will not be won there. Much to the dismay of those who like to proclaim the death of the branch, most credit unions acknowledge that maintaining a physical presence in their markets is critical to their ability to continue building strong relationships with their members. Case in point: Travis Credit Union’s new “Financial Solutions Center” in Vacaville, CA. Six “financial solution specialists” staff this new state-of-the-art branch and provide one on one service, or walk members through their many technology-based options for banking. Barry Nelson, president and CEO of the credit union stated that “our goal is not to replace people but rather provide more people-helping-people service.” Key Takeaway: At Better Branches, we could not agree more with Mr. Nelson – for the past dozen years we have provided credit unions of all sizes with the software solutions that they need to efficiently manage branch visitors in person, over the Internet and via mobile devices. Helping credit unions improve member service levels is the reason that we are in business.

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

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

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.

J.D. Power Survey Find All Generations Like Branches

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

Video banking complements branch banking

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

Branches and Mobile – A Perfect Pair

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

Branches still offer the best opportunity for engagement

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

Mobile and Branch Ties Extended

[Updated September 2025] For years, industry experts have debated whether mobile banking would replace the branch. But what we’re seeing instead is something much more powerful: the two channels working together. Take Axis Bank in India as an example. They recently launched a mobile app that lets customers search for and reserve safe deposit boxes. Instead of making multiple trips to a branch, members can reserve space, gather documents, and arrive fully prepared. It’s a simple innovation, but it shows how mobile can complement branch service rather than replace it. Why Mobile + Branch Is the Winning Formula Members want convenience, but they also want human connection. That’s why the most forward-thinking financial institutions are designing mobile tools that guide members toward better in-branch experiences. The model is simple: Mobile gives flexibility. Members choose when and where they want service. Branches deliver trust. Staff provide personalized, face-to-face support. Together, they create efficiency. Less wasted time, smoother visits, and happier members. This combination is especially valuable for services that require preparation—whether it’s KYC documents for a safe deposit box in India or loan paperwork at a U.S. credit union. Better Lobby’s Approach: The Mobile Appointment Booking Tool At Better Lobby, we heard the same thing from credit unions: members want to easily book appointments at a time and place that works for them. That’s why we built the Mobile Appointment Booking Tool. This tool acts as the perfect bridge between mobile convenience and branch service. Here’s how it works: Members book appointments directly from their smartphones—no calls, no waiting. Automatic reminders prompt them to bring the right documents, preventing delays. Staff see appointments in advance, prepare accordingly, and deliver better service. Branch traffic is more balanced, reducing wait times and improving efficiency. Just like Axis Bank’s locker booking tool, Better Lobby’s appointment system takes something that could be frustrating and turns it into a streamlined experience. Why It Matters for Credit Unions Mobile booking tools aren’t just a tech trend—they’re fast becoming an expectation. As consumers get used to scheduling everything from doctor’s visits to restaurant reservations on their phones, they’ll expect the same from their credit union. For credit unions, this shift offers big benefits: Higher sales conversions: Members show up prepared, staff are ready, and the process is smoother. Improved member satisfaction: Convenience and personalization in one package. Operational efficiency: Reduced walk-in chaos and better use of staff time. Key Takeaway Mobile and branch aren’t competing—they’re converging. Tools like Better Lobby’s Mobile Appointment Booking bridge the gap, helping credit unions deliver service that’s both convenient and personal. The future of member service isn’t about choosing between digital and branch—it’s about making both stronger, together. The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The relationship between mobile and branch banking is evolving and it’s interesting to see the channel connections that some banks are making. Axis Bank, India’s third-largest private sector lender, demonstrates how the two work together with the launch of a new mobile application that allows its customers to search for and reserve safe deposit boxes. At Better Branches Technology, our customers told us that it was important for CU members to be able to easily create an appointment at a time and location convenient for them – so we developed our Mobile Appointment Booking Tool. The Booking Tool helps increase branch sales success by reminding visitors to bring the information necessary to their scheduled meeting, while Axis Bank’s tool reminds consumers to bring all of the KYC (know-your-customer) documents that are required to rent a new box. Key Takeaway: Innovative ways continue to be developed for consumers to use their mobile devices to interact with their FI’s branch network. These mobile booking tools will only continue to grow in popularity as consumers come to expect this type of convenience.

Building a bridge from mobile to the branch

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

Branch Appointments Optimize face-to-face interactions

[Updated September 2025] The future of the branch isn’t about replacing people with technology—it’s about using technology to make face-to-face interactions more meaningful. A new report from Celent, “Optimizing Face-to-Face Interactions: The Missing Link in Branch Channel Transformation,” makes this point clear. Celent’s research places digital appointment booking at the very top of branch transformation priorities, ranking it just behind customer experience surveys and process analytics. They even call these capabilities “proximate needs”—improvements that can’t wait for long-term strategies. Why Appointments Matter Right Now In an age of mobile-first convenience, members don’t want to wait in line or wonder if the right staff will be available when they arrive. They expect the same ease of booking a meeting with their credit union that they get when scheduling a haircut, a doctor’s appointment, or even a grocery pickup. Appointments benefit both members and staff: For members: Less waiting, smoother service, and confidence that their needs will be addressed. For staff: The chance to prepare in advance, focus on the right solutions, and deliver better cross-sell and upsell opportunities. For the credit union: Higher satisfaction, stronger loyalty, and more efficient use of branch resources. Without appointment tools, branches risk missing the mark on service at a time when every interaction counts more than ever. Better Lobby’s Fast, Affordable Solution The good news is that adding appointment booking doesn’t require years of planning or massive IT projects. With Better Lobby’s Branch Appointment Modules, credit unions can: Roll out appointment booking quickly—both online and mobile. Give members the power to schedule visits on their own time. Integrate seamlessly with staff calendars, ensuring everyone is on the same page. Improve branch traffic flow and reduce congestion during peak hours. These modules are designed to be affordable, fast to implement, and flexible enough to grow with your branch network. The Bigger Picture: A Branch That Works Like Digital Appointment booking is more than just a scheduling feature—it’s a signal that your credit union is adapting to member expectations. It bridges the gap between digital convenience and the trust of in-branch service, ensuring that branches remain relevant in an increasingly digital world. Key Takeaway Celent’s research is clear: appointment booking is a must-have. Credit unions don’t need to wait for a “future branch strategy” to get started—this is one upgrade that delivers immediate value. With Better Lobby’s appointment tools, credit unions can meet rising expectations today while laying the foundation for stronger, smarter branches tomorrow. The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Celent recently released a new report titled “Optimizing Face-to-Face interactions: The Missing Link in Branch Channel Transformation” and in it they examine future branch trends. The research firm confirms our view that branch appointment booking is a “must have” feature – in fact, it rates number three on their list: Branch customer experience surveys Desktop and process analytics Digital appointment booking They even go so far as to label these as “proximate needs” that demand immediate attention! Fortunately, our Branch Appointments Modules are both quickly implemented and affordable, which makes this is one need that can be readily checked off of any credit union’s must have service list. Key Takeaway: Now is the time to add mobile and online appointment booking to your branch networks. It is simply too important to wait until a “future branch strategy” can be fully formed and implemented.

Balancing Tradition and Technology: The Continuing Relevance of Credit Union Branch Locations

Despite the rapid advancement of technology in the banking sector, credit union members continue to express high levels of satisfaction with their institutions. According to the Credit Union Satisfaction Index 2015 by CFI Group, credit unions consistently rank among the highest in terms of customer satisfaction. While online and mobile banking have become increasingly influential factors in member satisfaction, the importance of physical branch locations remains surprisingly strong. Understanding Member Satisfaction The CFI Group’s report sheds light on the factors driving member satisfaction within credit unions. Unsurprisingly, online and mobile banking platforms play a significant role in shaping the overall member experience. These digital channels offer convenience and accessibility, allowing members to manage their finances anytime, anywhere. However, despite the rise of digital banking, the importance of physical branch locations cannot be overstated. The Resilience of Branch Locations Contrary to expectations, the report reveals that branch locations maintain their significance in the eyes of credit union members. Only a small percentage of respondents—11%—consider branch locations to be of little or no importance. This finding underscores the enduring value of in-person interactions and the role that physical branches play in fostering trust and building relationships with members. Embracing Convenience and Connectivity The modern banking landscape is characterized by a blend of traditional and digital channels, each offering unique benefits to members. Recognizing the importance of both physical branches and digital platforms, credit unions are exploring innovative ways to marry these channels seamlessly. One such solution is the implementation of online and mobile branch appointment setting applications. Introducing Mobile Appointment Booking Tools Mobile appointment booking tools offer credit unions a practical means of bridging the gap between physical and digital channels. These applications empower members to schedule branch appointments conveniently from their smartphones or tablets, enhancing accessibility and streamlining the branch visit experience. By leveraging such tools, credit unions can meet the evolving needs of their members while maintaining the personal touch of in-person interactions. Benefits of Mobile Appointment Booking The adoption of mobile appointment booking tools brings numerous benefits for both credit unions and their members. For credit unions, these tools optimize branch resources, reduce wait times, and improve overall operational efficiency. Additionally, they enhance member satisfaction by offering a convenient and hassle-free appointment scheduling process. Enhancing Member Experience From the member’s perspective, mobile appointment booking tools contribute to a more seamless and personalized branch experience. Members can schedule appointments at their convenience, ensuring dedicated time and attention from branch staff upon arrival. This personalized approach fosters stronger relationships between credit unions and their members, ultimately driving loyalty and retention. Key Takeaways In an era marked by technological innovation, the importance of physical branch locations in the credit union industry remains steadfast. While online and mobile banking platforms offer unparalleled convenience, the personal touch of in-person interactions cannot be replaced. By embracing solutions such as mobile appointment booking tools, credit unions can effectively marry tradition and technology, delivering a superior member experience that transcends digital boundaries.

Empower Your Members with Mobile Booking

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

Call Centers and Branches means Better Member Experience

[Updated August 2025] As more financial institutions shrink their branch networks, call centers are becoming the front line for member support. But for credit unions to keep delivering great service, something important needs to happen:Call centers and branches need to work as one team. That’s where Better Lobby comes in. One Appointment Calendar, Many Ways to Help When a member calls to book or change an appointment, they shouldn’t have to wait until morning to hear back from a branch.With Better Lobby’s Appointment Calendar, call center staff can book or update appointments instantly, just like in-branch staff. Everyone shares the same easy-to-use scheduling tool. This works across every appointment type: In-person Video meeting Phone call Better Lobby also supports custom appointment types, so your team can stay aligned no matter what the member needs. Why It Matters When your call center and branch staff share the same tools: Members get faster, more consistent service Staff are more efficient, no matter where they work There’s less confusion, missed appointments, or duplicated effort Added Bonus: Video Rooms and Remote Service Better Lobby’s Flexible Branch Video Module makes it easy to set up video appointments between members and staff—whether they’re in the same building or across the state.With new video rooms, you can even dedicate quiet spaces at your branches for scheduled virtual meetings with off-site team members. Key Takeaway The future of member service is blended.Your branch and call center teams should work from the same playbook. With Better Lobby’s shared appointment tools and video meeting features, it’s easier than ever to offer seamless, professional service—no matter where your members are.   The following section is the original post from October 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Industry analysts predict that call center volumes will increase as some financial institutions reduce their branch networks. If that is the case, these two channels must become more closely integrated – the “universal banker” in the branch must be supported by the “universal agent” in the call center. Just as the branch of the future will certainly become more sales-oriented, the contact center must as well. To pave the way for this cooperation, we developed the Better Lobby Appointment Calendar. This affordable and easy-to-use solution helps standardize all member-facing branch employees on a single scheduling application. For example if a member contacts the call center after branch hours to change an appointment, it can be done right then, on the spot! Key Takeaway: The branch and the contact center must work together to better serve members at their convenience, and this scenario is greatly facilitated by an enterprise-wide, branch specific appointment calendar for each employee.

The Rise of Universal Bankers: How Better Lobby Supports the Modern Credit Union Branch

[Updated May 2025] The Rise of Universal Bankers: How Better Lobby Supports the Modern Credit Union Branch As credit unions continue to evolve, so do their branches. What used to be focused on basic transactions is now shifting toward personalized service and deeper member engagement. Many credit unions are adopting a universal banker model, where staff are cross-trained to handle a wide range of member needs—from opening accounts and processing loans to assisting with digital tools and financial guidance. This shift calls for a smarter way to manage staffing, member flow, and service delivery. That’s where Better Lobby steps in. What Is a Universal Banker? Universal bankers are flexible, multi-skilled staff who can perform both teller and member service roles. Instead of waiting in separate lines for different services, members can meet with a single team member who’s trained to help them from start to finish. It’s more efficient for both the credit union and the member—and it aligns perfectly with the modern “sales and service center” approach many branches are moving toward. The Challenge: Managing Staff Flexibly and Effectively As the roles of staff expand, so does the need for better workforce coordination and member service tools. Traditional spreadsheets and calendars just aren’t enough to handle today’s complex scheduling, service tracking, and branch performance measurement. Better Lobby: Built for the Universal Banker Era Better Lobby’s flexible tools are designed to support this modern branch environment: ✅ Staff Availability Scheduling Our Staff Availability feature in the Appointments module lets managers easily assign staff availability by skill, location, or schedule. You can make sure the right team members are available when and where they’re needed—without overbooking or manual tracking. 📅 Appointment Booking Members can book appointments online, selecting the service they need. Better Lobby ensures those appointments are automatically routed to available staff with the right qualifications. 📊 Dashboards and Reports Get real-time insights into staff productivity, appointment types, and member traffic across branches. This helps you optimize staffing levels, track performance, and support universal bankers with actionable data. 🧑‍💻 Remote Manager View Manage multiple branches from a single screen. Whether you’re on-site or remote, you can monitor service levels, see which staff are helping members, and quickly reassign resources if a branch is busy. 💬 Queue Management and Kiosks Members can check in through a kiosk, mobile phone, or online, and be routed to the next available universal banker. This keeps lobbies flowing smoothly and lets staff work more efficiently across roles. Key Takeaway As credit unions shift to a universal staffing model, having the right tools in place is essential. Better Lobby provides an all-in-one solution for managing appointments, tracking service activity, and optimizing staff productivity—without the need for messy spreadsheets or manual scheduling. By giving your team the tools to be flexible, data-driven, and responsive, you can deliver the high-touch, modern service members expect—whether in person, over video, or through mobile.   The following section is the original post from September 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. As branches evolve and are repositioned into sales centers versus transaction centers, many FIs are moving to a ‘universal’ model for their branch staff. Research firm Novantas notes that with self-service and alternative technologies growing rapidly, many institutions are seeing as much as a 10% per-year reduction in branch transactions. The teller line and the platform staff are merging and these universal bankers will have to be able to efficiently and knowledgeably walk visitors through products and services and help them with more complex issues. In addition to expanding the range of functions that these universal bankers perform and more adept at using even more technology, branch workers will have to become more flexible with scheduling. This is especially true as branch personnel work harder to fill the demand for longer and expanded branch hours. The Staff Availability feature of our Better Lobby/New Accounts module was developed with this trend in mind (read more about Workforce Management). Key Take Away: As branches evolve and universal bankers become more common, workforce management software will be needed to closely assess staff utilization and productivity. In this environment, spreadsheets simply won’t work.

Mobile First—But Branches Still Matter

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

Modern Branches Need Modern Tools: How Better Lobby Helps Credit Unions Serve Members Better

[Updated August 2025] Modern Branches Need Modern Tools: How Better Lobby Helps Credit Unions Serve Members Better It’s true—online and mobile banking have changed the way members interact with their credit union. But while branch traffic may be lower than it once was, the physical branch still matters. Especially for life’s big moments—opening an account, applying for a loan, or getting financial advice—members want a face-to-face connection. That’s why today’s branches are being redesigned to be smarter, smaller, and more welcoming—more like a helpful retail experience than a traditional transaction center. But making the branch feel modern isn’t just about furniture or layout. It’s about how the member is greeted, how smoothly their visit goes, and how empowered staff are to deliver great service. And that’s where Better Lobby comes in. Ditch the Clipboard, Go Digital Members walking into a modern branch no longer expect to see a clipboard and a long wait. They want to be acknowledged quickly and served efficiently—ideally with the same ease they experience on mobile. Better Lobby Kiosk 3.0 is designed for just that. Whether using a self-check-in kiosk, a mobile link, or a QR code, members can check in their way. They’re instantly added to the queue and routed to the right staff—no confusion, no missed turns. Serve Smarter, Not Slower Here’s how Better Lobby helps your branch feel modern and run smarter: ✅ Self Check-In Kiosk Members check themselves in using a tablet or touchscreen. It’s fast, intuitive, and eliminates the need for a greeter with a clipboard. 📱 Mobile Check-In & Online Queuing Let members join the queue from their phone before they even walk through the door. Their drive time becomes their wait time. 📅 Appointment Booking Allow members to book appointments in advance, choosing the service they need and the time that works for them. Better Lobby ensures they’re matched with the right staff. 🖥️ Wall Display Showcase an organized, digital queue in your lobby. Members see their place in line, which reduces stress and confusion. 🧑‍💼 Flexible Branches & Video Appointments Support remote video or audio meetings with staff at other branches—or even from home. Ideal for hybrid services and rural communities. A Culture Shift, Not Just a Tech Upgrade Moving to a modern branch model isn’t just about updating your technology. It’s about creating a more welcoming, seamless experience for members—and giving your team the tools to work efficiently. From better first impressions to smarter staffing and analytics, Better Lobby is designed to help credit unions on this journey. Key Takeaway The journey to a retail-style, member-friendly branch starts with modern service tools. Better Lobby makes that journey easier by replacing outdated check-in processes with flexible, digital-first solutions that meet members where they are—whether that’s in the lobby, on their phone, or over video. Want to learn how Better Lobby can modernize your branch experience?Let’s talk about how we can help you serve members better—anywhere, anytime.   The following section is the original post from September 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Not much is more frustrating for a branch visitor than to step into the lobby of a crowded branch and realize that they are facing a long, boring wait. The negative results can go viral almost instantly – with smartphones in hand they can tweet or post their negative comments on Facebook, Yelp, Foursquare, etc while in line or your waiting area. Of course, appointment scheduling can dramatically help remedy this situation, as would the ability to provide your members with real-time updates of “Visitors Waiting” and “Longest Wait” at each of your branches. Using our Mobile Wait Indicator, they can simply log-in to your corporate website and view compatible Mobile web pages to easily obtain this valuable time-saving information. Key Takeaway: Minimize the risk of bad PR caused by long lines in your branches by making an affordable investment in appointment scheduling software that improves service, reduces costs, and increases sales.

4 Productivity Myths—and How Better Lobby Helps Bust Them

[Updated August 2025] In a brief but insightful article, William Heitman highlights four common misconceptions about bank productivity. His points are still relevant today—and modern credit unions can address them more effectively than ever using tools like Better Lobby. Let’s break them down and see how Better Lobby helps your credit union move beyond the myths: 1. “Non-Technology Work Can’t Be Improved” Reality: Many manual tasks—like check-ins, member routing, or appointment coordination—can be optimized with the right software. ✅ Better Lobby’s Self Check-In Kiosks and Wall Displays remove bottlenecks in your lobby, making both members and staff more efficient. 2. “Front-Office Staff Resist Change” Reality: Staff want tools that make their jobs easier—not harder. Resistance often comes from clunky systems. ✅ Better Lobby’s intuitive modules (like Appointment Booking, Online Queueing, and the Staff Calendar) are easy to learn and streamline daily workflows, giving staff more time to focus on members. 3. “Back-Office Improvements Are Always Tech-Driven” Reality: True improvements come from better processes, not just more tech. ✅ Better Lobby Dashboards, Reports, and Data Dictionary tools connect marketing and operations to real-time branch data—without complex IT overhauls. 4. “Fixing Small Tasks Isn’t Worth It” Reality: It’s often the little frustrations—like unclear queues, missed appointments, or inconsistent member experiences—that add up. ✅ Features like real-time wait updates, deep links for direct scheduling, and custom branding across modules help remove friction in the member journey. Key Takeaway: The myths around productivity are just that—myths. With Better Lobby, credit unions can unlock real efficiency gains by improving front-line interactions, streamlining back-office processes, and using data to drive better service. It’s not about doing more. It’s about doing better.   The following section is the original post from November 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. William Heitman writes a short, but accurate article about the four misconceptions about bank productivity. In it he discusses “nontechnology work activities”, “perceived front office improvement resistance”, “ back office technology improvement” and “improving troublesome tasks”.  Thanks William – a great read. To see the entire article at American Banker

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

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

Why Branches Still Matter in a Digital World

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

Modern Branches Need Modern Tools: How Better Lobby Helps Credit Unions Serve Members Better

[Updated August 2025] Modern Branches Need Modern Tools: How Better Lobby Helps Credit Unions Serve Members Better It’s true—online and mobile banking have changed the way members interact with their credit union. But while branch traffic may be lower than it once was, the physical branch still matters. Especially for life’s big moments—opening an account, applying for a loan, or getting financial advice—members want a face-to-face connection. That’s why today’s branches are being redesigned to be smarter, smaller, and more welcoming—more like a helpful retail experience than a traditional transaction center. But making the branch feel modern isn’t just about furniture or layout. It’s about how the member is greeted, how smoothly their visit goes, and how empowered staff are to deliver great service. And that’s where Better Lobby comes in. Ditch the Clipboard, Go Digital Members walking into a modern branch no longer expect to see a clipboard and a long wait. They want to be acknowledged quickly and served efficiently—ideally with the same ease they experience on mobile. Better Lobby Kiosk 3.0 is designed for just that. Whether using a self-check-in kiosk, a mobile link, or a QR code, members can check in their way. They’re instantly added to the queue and routed to the right staff—no confusion, no missed turns. Serve Smarter, Not Slower Here’s how Better Lobby helps your branch feel modern and run smarter: ✅ Self Check-In Kiosk Members check themselves in using a tablet or touchscreen. It’s fast, intuitive, and eliminates the need for a greeter with a clipboard. 📱 Mobile Check-In & Online Queuing Let members join the queue from their phone before they even walk through the door. Their drive time becomes their wait time. 📅 Appointment Booking Allow members to book appointments in advance, choosing the service they need and the time that works for them. Better Lobby ensures they’re matched with the right staff. 🖥️ Wall Display Showcase an organized, digital queue in your lobby. Members see their place in line, which reduces stress and confusion. 🧑‍💼 Flexible Branches & Video Appointments Support remote video or audio meetings with staff at other branches—or even from home. Ideal for hybrid services and rural communities. A Culture Shift, Not Just a Tech Upgrade Moving to a modern branch model isn’t just about updating your technology. It’s about creating a more welcoming, seamless experience for members—and giving your team the tools to work efficiently. From better first impressions to smarter staffing and analytics, Better Lobby is designed to help credit unions on this journey. Key Takeaway The journey to a retail-style, member-friendly branch starts with modern service tools. Better Lobby makes that journey easier by replacing outdated check-in processes with flexible, digital-first solutions that meet members where they are—whether that’s in the lobby, on their phone, or over video. Want to learn how Better Lobby can modernize your branch experience?Let’s talk about how we can help you serve members better—anywhere, anytime. The following section is the original post from September 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Although mobile and online banking, coupled with changing consumer behaviors, are reducing overall traffic to branches, the branch is still important to many consumers. New Branches are being designed with greater consideration of the retail experience as well as the transactional efficiency. Along with this physical re-design, there comes a cultural and organizational change. Visitors to these smaller, more efficient and more effective branches will expect to be served in high tech manner which means that the traditional lobby check-in clipboard will go the way of the buggy whip. We have been on this journey with credit unions since 2003 when we introduced our Better Lobby/New Accounts solution that quickly and easily queues branch visitors for platform service by the first staff member to greet them or via a high tech Kiosk (in fact, we just released Kiosk 3.O). Key Takeaway: Moving to the new retail-friendly branch is a journey, not a destination, and this journey will be much easier with the help of lobby automation software.

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

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

Appointment Calendars Help Smooth Out Branch Traffic

[Updated May 2025] Branch traffic isn’t what it used to be. In the past, managers could count on peak traffic during lunch breaks or around payday. But recent studies show branch visits are flattening—coming in at more unpredictable times and days. This makes staff scheduling harder and service consistency more challenging. But there’s good news: credit unions using Better Lobby’s Appointment Booking module are already staying ahead of the trend. Why Appointments Are a Win-Win Whether it’s for opening an account, applying for a loan, or getting financial advice—appointments help both members and staff: ✅ Members love the convenience: They know when they’ll be seen and don’t have to wait.✅ Staff can plan better: No more guessing how busy the day will be.✅ Managers gain visibility: With Better Lobby’s reporting, you can see what services are in demand and when.✅ Branches run more smoothly: Less waiting. More doing. Flexible Features for Today’s Credit Union Better Lobby’s Appointment Calendar includes: Branch-by-branch setup Remote, phone, or in-person appointments Custom appointment types Staff availability controls Mobile-friendly booking links Everything’s built to make life easier for your members—and your team. Looking Ahead Appointments won’t just be a “nice to have.” They’re becoming the standard way members interact with their credit union. If your team is still relying on walk-ins and guesswork, now’s the time to modernize with Better Lobby’s Appointment Booking tools. Key Takeaway Appointments help flatten the chaos of unpredictable traffic and give credit unions the tools to deliver better service, every day. With Better Lobby, it’s easy to get started—and even easier to scale.   The following section is the original post from March 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Some recent industry studies have shown a flattening of branch traffic patterns, both in the time of day and the day of the month. Because of this trend senior managers are having a much more difficult time scheduling branch employees. While branch walk-ins currently exceed appointments at many branches, the use of appointments will grow in the future. Appointments are a win-win: members get better service and staff efficiency levels improve dramatically. Our Branch Appointment Calendar module establishes the infrastructure – in an affordable manner – for these positive changes to occur. Key Takeaway: Our Appointment Calendar module will help CUs evolve their branch network to meet the changing expectations of their members in way that reduces costs, improves member satisfaction and increases sales.

Online Appointment Booking Is Now the Global Standard – Is Your Credit Union Ready?

[Updated August 2025] From major U.S. banks to British institutions like Lloyds Bank, online appointment booking is going global. In the UK, Lloyds now lets customers schedule branch appointments in real time via the web or mobile—choosing the day, time, and even receiving SMS or email reminders. This shift isn’t just a trend. It’s a transformation in how consumers expect to engage with their financial institutions—they want flexibility, control, and convenience. Better Lobby: Real-Time Appointment Booking Built for Credit Unions At Better Lobby, we’ve been helping credit unions meet this growing demand for years with our Mobile Booking Tool and Appointment Calendar modules. These tools allow your members to: ✅ Book appointments online or by mobile, anytime, anywhere✅ Choose a branch, date, time, and staff member✅ Receive confirmation and reminders via email or text✅ Sync seamlessly across teams, whether in-branch or in your contact center Whether it’s applying for a loan, opening an account, or just needing face-to-face service—members appreciate knowing they’ll be helped when it works best for them. Make It Part of Your Strategy As Lloyds’ Digital Director said: “There are some things that some people just prefer to do face to face.” And he’s right. Even in a mobile-first world, branches still matter—especially when paired with smart, self-service digital tools. Key Takeaway:With Better Lobby, your credit union can match—and exceed—the convenience offered by global banks. Online appointment booking is no longer optional—it’s expected. Let’s help your CU deliver it with ease.     The following section is the original post from October 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The big British banks are now following their trend-setting American counterparts with news that Lloyds Bank has rolled out an online system that lets customers book branch appointments in real-time. News reports  state that this is a first in the United Kingdom. In action, customers can pick a branch and appointment time – from the following day to up to three weeks in the future – online or through their mobile phone. The service is also configured to send users SMS and/or email reminders of their appointment. In a press release, Adrian Bryant, digital director, Lloyds Bank, stated: “The new online appointment booking system will give customers convenient access to our branches. There are some things that some people just prefer to do face to face. So we’re using technology to improve that process for everyone while recognizing people’s varying needs.” Key Takeaway: Online appointment booking is fast becoming a reality in the US in most areas of our society and is spreading around the world. That is because by empowering consumer appointments through websites and mobile devices, organizations of all sizes dramatically improve the consumer experience, loyalty and revenue opportunities.

Level the Digital Playing Field with Mobile Appointment Booking

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

Face-to-Face Still Matters—And Booking It Should Be Easy

[Updated August 2025] In today’s digital-first world, you might assume face-to-face banking is a thing of the past—especially with younger generations. But that’s not the case. In fact, TD Bank found that 57% of Millennials still prefer visiting a branch when making big financial decisions like mortgages, auto loans, student loans, or investments. Even in an age of apps and automation, people still value human conversations for complex matters. This trend isn’t limited to banking. Just look at Apple—a brand at the cutting edge of technology. Their Apple Stores thrive not just because of great products, but because people schedule appointments to get personalized help from Apple Geniuses. The model works. What This Means for Credit Unions Your members want access to in-person help when it matters most—and they want the convenience of booking that time online or from their phone. That’s where Better Lobby comes in. With our Mobile Appointment Booking Tool, credit unions can offer: ✅ Easy online scheduling for expert consultations✅ Mobile-friendly design for booking on-the-go✅ Staff-specific appointments for specialized needs✅ Fewer walk-in surprises and more prepared conversations Personal Banking, Modern Tools Your branch is where trust is built. Let members connect when and how they want to—with modern self-service tools that lead to better human service. Key Takeaway:Even in a digital world, face-to-face banking isn’t going away—it’s evolving. With Better Lobby’s online and mobile appointment booking, your credit union gives members the power to connect with the right person, at the right time, for the moments that matter most. The following section is the original post from October 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The only place that a consumer can have a face-to-face interaction with a person is at a branch. But who wants this in an increasingly digital age? It turns out just about everyone, including the Millennial demographic that most people assume would never want to walk into a branch. For example, TD Bank’s recent research on banking preferences of Gen Y found that 57% of them want to come in and talk to a real person when they are making big decisions on their mortgages, or they are buying a car, or student loans, or investments. Branch detractors fail to recognize that even the most gadget-addicted consumers still want eyeball-to-eyeball human assistance when it comes to big financial decisions, to obtaining financial advice, to applying for many types of loans, and simply to clear up some error or misstep. The branch is a place to make a human connection which simply cannot happen in the other channels. It is interesting to note that Apple, considered by many to be the ultimate high-tech company, has found great success with their Apple Stores and many analysts agree that one of the reasons the Apple Stores are so successful is that a lot of the traffic there is prearranged. People go online and make appointments to meet with Apple Geniuses. Key Takeaway: The branch of the future is all about personal assistance and advice, so your credit union should make it easy to book an online appointment with an expert. Our Mobile/Web Appointment Booking Tool Module, which is the first appointment tool designed specifically for credit unions, is the perfect way to make this a reality.

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

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

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.

Connecting Mobile Banking and Branch Visits

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

Do Millennials Still Visit Branches? Yes – What It Means for Credit Unions

Yes, Millennials Still Visit Branches. When we think about millennials, we often picture smartphones, mobile apps, and doing everything online. But according to Wells Fargo CEO John Stumpf in a 2015 investor call, that doesn’t tell the full story. Despite mobile banking being Wells Fargo’s fastest-growing channel, 75% of customers—including millennials—still visit a branch at least once every six months. [This blog post was updated June 2025] Why Are Millennials Still Visiting Branches? Even in a world of mobile banking and digital tools, members still want that face-to-face interaction—especially for important moments. Whether it’s opening a new account, applying for a loan, or getting help with fraud, members want to feel confident, supported, and heard. What This Means for Credit Unions This insight is a reminder that digital tools don’t replace branches—they enhance them. Credit unions should consider how to blend in-person service with digital convenience. That’s where tools like Better Lobby come in. How Better Lobby Supports Both In-Branch and Digital Preferences Better Lobby helps credit unions meet members where they are—whether that’s in the lobby or on their phone: Appointment Scheduling: Makes it easy for members (especially tech-savvy ones) to book visits in advance. Queue Management & Kiosks: Keeps in-person visits smooth, organized, and low-stress. Video Meetings & Online Queuing: Offers digital-first options for busy members who still want personal service. Wall Displays & Notifications: Keeps members informed and reduces confusion in branches. Branches Still Matter—Just Smarter Ones Wells Fargo isn’t alone in rethinking what a branch should be. As Stumpf noted, they’re moving toward smaller, smarter branches because digital tools are supporting more interactions. This trend gives credit unions an opportunity to redesign their spaces for more efficiency—without losing the human touch. Key Takeaway Millennials Still Visit Branches Even in the age of mobile banking, members—millennials included—still value branch visits. Better Lobby helps credit unions modernize the in-branch experience while offering the digital tools today’s members expect. Source: “Do millennials use bank branches? Yes, Wells Fargo CEO says” – The Charlotte Observer, April 2015.Read the original article here   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. Without a doubt, mobile banking is the fastest-growing channel. Moreover, it has grown faster than any channel in the history of banking – faster than online banking, ATMs, etc. Yet Millennials, also known as Digital Natives, still use branches, according to Wells Fargo CEO John Stumpf.  He recently pointed out that 75 percent of customers visit a branch once every six months. The bridge between mobile banking and the oldest channel of the all – the branch – is the convenient ability to book branch appointments on a mobile device. Our Mobile Appointment Booking Tool can be used day or night, seven days a week, enables members to arrange appointments when it is most convenient to them. Key Takeaway: Whether your staff uses our Better Lobby Appointment Calendar software or Microsoft Outlook, member appointments made using the Mobile Appointment Booking Tool are seamlessly recorded and help to increase branch sales and improve employee efficiency levels.

‘Digital First’ Not ‘Digital Only’

[Updated May 2025] What Credit Unions Should Do Now: 5 Key Takeaways from the BAI Banking Trends Report Credit unions are at a turning point. The BAI Banking Outlook Special Report reveals how quickly customer expectations are changing—and how much work financial institutions still need to do to keep up. From digital transformation to member experience, the message is clear: credit unions must adapt to compete and thrive. Here are five important things every credit union should take away from this report—and how Better Lobby can help. 1. Make Appointments and Queueing Part of Your CX Strategy 📊 Only 9% of financial leaders said their digital experience is “excellent,” yet members are demanding more flexibility and control. What to do:Let members book appointments online, join a virtual queue from their phone, or meet with staff over video or phone.Better Lobby offers all three, helping credit unions offer fast, easy, and personalized service—whether a member is on-site or remote. ✅ In-branch, phone, or video appointments✅ QR code check-ins and same-day queuing✅ Staff photos and bios during booking for added trust 2. Branches Still Matter—But They Need to Feel Smarter 🏦 While mobile dominates for Gen Z and Millennials, Boomers and Gen X still prefer visiting a branch—especially to open new accounts. What to do:Make the branch experience count. Use Better Lobby Kiosks for smooth check-ins, Wall Displays to reduce confusion, and staff scheduling tools to prepare for busy times. ✅ Members see where they are in line✅ Staff know who’s coming and why✅ Managers get reports to plan better staffing 3. Build Loyalty Through Experience—Not Just Products 💡 Younger generations (Gen Z and Millennials) are less loyal to one financial institution and more open to using Amazon, Apple, or PayPal for banking. What to do:Differentiate on service and relationships, not just rates and features. Better Lobby helps credit unions track visit history, staff notes, and service outcomes—so each visit feels personalized. ✅ Know your member before the conversation starts✅ Track visits across branches✅ Use visit history to offer smarter follow-up 4. Use Data to Work Smarter, Not Harder 📈 Credit union leaders say improving CX is their #1 business challenge, yet many aren’t using their data to improve operations. What to do:Better Lobby offers 50+ built-in reports and dashboard tools to help you: Track average wait times and appointment trends See which services are most requested Adjust staffing or hours based on real traffic patterns Data like this helps credit unions reduce friction, improve satisfaction, and cut waste—all with the tools they already have. 5. Support DEI, ESG, and Member Values 🌍 A growing number of members—especially younger ones—want to know their credit union shares their values. What to do:Better Lobby lets you display staff languages, areas of expertise, and even photos during booking—helping members feel seen and understood. Plus, by offering accessible check-in options, you support equity and inclusion in every interaction. ✅ ADA-friendly self-check-in kiosks✅ Member-facing text and labels customizable for any audience✅ Transparent, fair queue management reduces confusion and conflict Final Thoughts: Banking Trends Report The BAI report shows that expectations are rising, and competition is growing. But credit unions have a unique opportunity: to deliver high-tech service with a human touch. Better Lobby is built to help credit unions meet this moment—by improving operations, supporting staff, and creating a modern, welcoming experience for every member. Want to learn more? Let’s talk about how your credit union can turn insight into action. In the BAI Banking Outlook research on 2022 trends, financial services leaders reported that these are the top three ways accountholders utilize the branch network: open or close an account conduct a transaction resolve an account problem Appointments – whether in person or by video – are ideally suited to reasons 1 and 3. Experience shows that more accounts can be opened on the first visit with appointments. Plus return visits for the same new account opening are minimized because the member has been told exactly what paperwork to bring to the appointment. Read the full report by BAI here   The following section is the original post from April 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. When it comes to resolving financial account problems, nothing beats a face-to-face conversation with an empathetic CU employee. Our CU partners are increasingly conducting these important meetings by video because Better Lobby Flexible Branches Video Meetings helps deliver a more personalized member experience from the member’s home, car, or office. Key Takeaway: Going forward, successful CUs will be the ones that combine robust digital-first capabilities with top-notch support from branches and contact centers.   https://www.bai.org/wp-content/uploads/2022/01/the-top-banking-trends-and-challenges-for-2022.pdf

Retaining the Human Touch in Digital Banking

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

2021 Consumer Banking Report Reveals Continued Branch Importance

There are many striking findings in EPAM’s Consumer Banking Report 2021 that surveyed 4,500[…]

What BECU Teaches Us About Modern Credit Union Branch Strategy

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

Human+Digital

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

Personalized services VERSUS personal interactions

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

What Branch Deserts Teach Us—and How Credit Unions Can Respond

What Branch Deserts Teach Us—and How Credit Unions Can Respond [Updated May 2025] You may have heard of “food deserts,” areas where people don’t have easy access to grocery stores. But now there’s another growing concern: branch deserts—communities where bank and credit union branches have closed, leaving residents without in-person financial services. We dive into the article from Portland Business Journal about Branch Deserts This isn’t just about convenience. It’s about fairness, opportunity, and connection. According to the National Community Reinvestment Coalition, more than 13,000 branches have closed since 2008, mostly in low- and moderate-income areas. Oregon has been hit especially hard, with Portland alone losing nearly 10% of its branches between 2017 and 2020. So what can credit unions do about it? Credit Unions Can Step In Where Banks Step Out While many large banks are shutting down branches, OnPoint Community Credit Union is doing the opposite. They opened 20 new branches in Fred Meyer stores across Oregon, with a focus on communities that had lost access. One new branch in Northeast Portland, for example, gave local residents much-needed access to financial guidance and services—without needing a car or a long commute. ✅ Lesson: Branches still matter. For many people, especially in underserved areas, in-person banking is essential—not optional. Digital Tools Are Not Enough for Everyone Many financial institutions have shifted to online-only banking. But that doesn’t work for everyone. Over 216,000 Oregonians lack broadband access. Others may not be comfortable using banking apps—or may prefer face-to-face support when dealing with money, credit, and life-changing decisions. ✅ Lesson: Digital-first doesn’t mean digital-only. Credit unions must meet members where they are, not where we assume they are. Better Lobby Helps Credit Unions Do More, With Less Expanding branches is a big step—but credit unions can also maximize their current branches using smart tools like Better Lobby: 📅 Appointment Scheduling: Let members book in-person or video meetings ahead of time. 🧍 Kiosk Check-In: Offer faster, self-guided check-in, even in small branches. ⌛ Queue Management: Reduce wait times and avoid bottlenecks, especially in high-traffic locations. 🖥️ Video Appointments: Reach rural members or branch deserts without needing a new building. You don’t need 20 new locations to make a difference. With Better Lobby, you can make each branch work smarter and serve more people. It’s About More Than Banking—It’s About Community Access to in-person banking services supports financial wellness, small business growth, and community trust. It can even improve health and food security, according to research from the World Economic Forum. OnPoint’s success shows that thoughtful branch expansion—paired with technology and service—can bring banking back to neighborhoods that have been left behind. Final Thought: Branch Deserts Teach Us The idea of branch deserts should be a call to action. Whether you’re opening new branches or improving your existing ones, the goal is the same: Make it easier for members to access real help, from real people. Better Lobby is proud to support credit unions doing just that.       The following section is the original post from January 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. OnPoint Community Credit Union is keenly aware of the importance of providing members and their community the option of in-person financial services. Cory Freeman, VP and Regional Manager at the Portland, OR-based CU, explains their motivations: “the issue of branch access goes beyond ease of making deposits or withdrawals – it’s also about building strong communities. Meeting with our members in person allows us to connect with them on a deeper level and fully understand their current challenges, help them set goals, and create a plan that will ultimately help them accomplish those goals.” Key Takeaway: The World Economic Forum research shows greater access to financial services makes a difference in a person’s overall well-being and CU branches are ideally suited to deliver this access.

Omnichannel Commerce is Accelerating

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

The New Normal in Banking is Omnichannel

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

British CU Promises Not to Close Any Branches for Next 4 Years

[Updated May 2025] Why Branches Still Matter: Lessons from Principality’s Promise to Stay Local In a time when banks across the world are closing their doors and going digital-only, one UK-based financial institution is making headlines for doing the opposite. Principality Building Society has pledged to keep all of its branches open until at least the end of 2025—and their decision offers some valuable insights for credit unions here in North America. At Better Lobby, we believe that branches still play a vital role in member relationships. And we’re not alone: research from Principality shows that over 70% of their members consider branch access a key factor when choosing a financial provider. So what does this mean for credit unions? It’s simple: in-branch service is far from obsolete—it’s evolving. What We Can Learn from Principality’s Approach 1. Branches Are More Than Transaction CentersJulie-Ann Haines, CEO of Principality, said it best: “People use branch visits as an opportunity to enjoy some social interaction… Our colleagues see members as individuals, not just customers.” Branches are still places where members come for trust, advice, and human connection—especially for complex needs like loans, new accounts, or financial planning. It’s not just about banking—it’s about belonging. 2. Keeping Branches Open Builds Member LoyaltyBy committing to keeping all 53 branches and 14 agencies open, Principality is sending a strong message: “We’re not going anywhere.” That kind of stability fosters trust and long-term relationships, especially in rural or underserved communities where alternatives may be limited. For credit unions, being part of the community means more than just having a brand—it means showing up, in person, year after year. 3. The Public Still Wants Access to Cash and ServicesEven as digital adoption increases, people still want a physical option. Whether it’s a preference for face-to-face service or simply the need for cash, branches remain essential for financial inclusion. The numbers back this up. While over 700 bank branches closed in the UK in 2021 alone, members of Principality expressed that they continue to value the ability to walk into a branch when they need to. How Better Lobby Helps Credit Unions Keep Their Promise Credit unions that want to maintain a strong branch presence while adapting to member needs can benefit from smart tools that enhance both efficiency and experience. That’s where Better Lobby comes in. Here’s how we help you modernize your branch network—without closing the door on your members: ✅ Lobby Management SystemStreamline traffic flow and reduce member wait times by tracking who’s waiting, who they need to see, and how long they’ve been served. No more clipboards or guesswork. ✅ Appointment SchedulingLet members book face-to-face, phone, or video appointments in advance. Staff can prepare ahead of time, leading to better outcomes and a more personalized experience. ✅ Online QueuingOffer same-day service options by allowing members to “check in” remotely and arrive when it’s their turn. It’s flexible, convenient, and reduces lobby congestion. ✅ Kiosk Check-InMembers can check in at a self-service kiosk or using a QR code—speeding up service without losing the human connection. ✅ Wall DisplaysKeep your lobby fair and transparent with queue updates visible to everyone. No more wondering if someone cut in line. Key Takeaway: Branches aren’t going away. They’re evolving.Credit unions that invest in their branch experience—and back it up with the right technology—will build deeper member trust and long-term loyalty. Better Lobby is proud to help credit unions stay present, stay connected, and stay member-focused in an omnichannel world.     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. Principality Building Society, a United Kingdom-based credit union that was formed in 1860, has pledged to maintain its branch presence in the towns and cities it operates in until 2025 at least. This comes in response to a widespread public outcry in the UK against bank branch closings. The institution stated that “feedback from members continues to reinforce that having access to cash and services is vitally important to them…” Their decision was met with widespread positive publicity across the UK. One finance editor noted that “swathes of branch closures in recent times have dramatically reduced people’s ability to withdraw cash and left entire communities without someone to speak to face-to-face about financial matters, so it is encouraging to see a building society commit to protecting these essential services.” Key Takeaway: Research by the Principality Building Society among its members found more than 70% said a branch presence was a key factor when deciding which financial provider to choose. These findings closely mirror many surveys in the US where “convenient branches” consistently ranks as one of the very top reasons when choosing an FI.

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.  

Mobile Web Wait-time Indicator – very cool!

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

Branch of the Future – Part 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.  

Branch of the Future – Part 1 – Distance Matters

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

Workforce Management – Part 2

[Updated April 2025] Using Better Lobby Reports to Improve Branch Efficiency Running an efficient branch isn’t just about having the right number of staff—it’s about having the right data to make smart decisions. That’s where Better Lobby’s built-in reports come in. With over 50 ready-to-use reports, Better Lobby helps credit unions understand what’s really happening in their branches—from member wait times to staff performance and everything in between. What Can You Track with Better Lobby Reports? Better Lobby captures real-time data every time a member visits a branch. Here’s what you can learn from the reporting suite: ⏱️ Average wait time and service time 🧑‍💼 Which staff helped which members 📅 How many walk-ins and appointments happened 💬 What services were requested 🔁 Member return visit patterns 🧭 Peak traffic times by day or week This isn’t just numbers for the sake of reporting—it’s information you can act on. How Reports Improve Efficiency Here’s how credit unions are using Better Lobby reports to work smarter: 1. Smarter Scheduling If reports show that Monday mornings are consistently busy, managers can schedule more staff during that time—and lighten up when traffic slows. 2. Better Staff Planning You can see which team members are handling the most visits, which services take the most time, and where bottlenecks happen. That helps you assign the right people to the right tasks. 3. Fewer Surprises With real-time dashboards, branch managers can monitor activity throughout the day. If a wait time spikes, they can take action before it becomes a problem. 4. Clearer Member Trends Reports show which services members are coming in for most often. That helps with marketing, staff training, and even facility design. One Report = Many Improvements Imagine this: You review a monthly report and notice members often wait longer for loan services than for other visits. Now you can: Schedule loan officers more effectively Offer video appointments to reduce lobby traffic Add signage or online tools to guide members to the right service Small changes like these can lead to shorter waits, happier members, and less stress for staff. Why Measuring Staff Availability Matters More Than Ever in Branch Operations and Branch Efficiency Before “Workforce Management” became a buzzword in banking, Better Lobby clients were already asking how to track and improve staff availability in branches. They weren’t just focused on who’s scheduled—they wanted to know who was truly ready to serve members the moment the doors opened. It all started with a branch manager who said something we’ll never forget: “They may be at work, but if they’re not signed into the system, they’re not ready to help members.” That insight sparked the creation of one of Better Lobby’s most valuable tools—the Staff Availability feature. It does more than track clock-ins—it shows when staff are actually signed into the Host System and Better Lobby, indicating they’re ready to engage with members. The Real Cost of “Not Ready” Credit unions spend a large portion of their budget on branch staffing. But how much of that time is spent actively serving members? Without tracking tools, it’s hard to tell. A staff member arriving just five minutes late—or not logging in promptly—can have ripple effects on: ⏱️ Wait times 😠 Member satisfaction 💸 Operational efficiency Better Lobby helps you shine a light on these “invisible” moments so you can improve them. How Better Lobby Helps Better Lobby’s Staff Availability feature, combined with its comprehensive reporting suite, helps managers: ✅ See when staff are available and ready to serve 📈 Measure staff utilization throughout the day 🔍 Identify bottlenecks and gaps in service coverage 🏆 Make better decisions for scheduling, training, and incentives The best part? Once staff know their availability is being tracked, accountability improves—and so does performance. How Better Lobby Helps Credit Unions and Branch Efficiency Here are a few ways Better Lobby can improve efficiency in your branches: 📅 Appointment Scheduling Let members schedule time with staff for loans, new accounts, or other services. This helps your team prepare and reduces last-minute rushes. 🖥️ Self Check-In Kiosks & QR Codes Members can check in on their own—either at the kiosk or from their phone. That means less time managing the front desk and more time delivering great service. 📊 Real-Time Dashboards & Reports Better Lobby gives managers a clear view of lobby activity: who’s waiting, how long they’ve been waiting, and what services are in demand. You can use this data to adjust staffing and spot trends. 🧾 Visit History Tracking See what services a member has used before. This lets staff get right to the point—no need to ask the same questions again and again. The Benefits of higher Branch Efficiency When your branch is running efficiently: Members are happier because they don’t wait as long Staff are less overwhelmed and more focused Managers can plan better and avoid over- or understaffing Your credit union can serve more people without adding more space or staff Final Thoughts Improving branch efficiency doesn’t have to be complicated. With tools like Better Lobby, you can simplify how your credit union runs—while improving service at the same time. Want to learn how to make your branch more efficient? Let’s chat about what Better Lobby can do for your team. From Insight to Action When you measure something, you can manage it. Better Lobby gives credit unions the tools they need to take control of one of their biggest variable costs—labor—while creating a better, more consistent experience for members. Staff availability may not be a flashy metric, but it’s a powerful one. And it’s just one of the many ways Better Lobby turns everyday branch operations into opportunities for improvement. Request a Demo     The following section is the original post from August 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Before Workforce Management became a “hot” business phrase, our clients wanted to use Better Lobby to improve Staff Utilization and Availability. It was many years

Why Better Lobby Kiosks Are a Smart Move for Credit Unions

As the financial world continues to shift toward digital-first services, credit unions are redefining what “in-branch” experiences look like. A perfect example? Self-check-in kiosks. Want to make a smart move? Having kiosks are a smart move. Instead of handing out magazines or having members wait aimlessly for their appointments, forward-thinking credit unions like Island Savings CU are handing members tablets. Members can browse, stay productive, or—more importantly—check themselves in with ease. [Updated May 2025] Tablets That Do More Than Entertain Better Lobby’s Self Check-In Kiosk solution transforms a simple tablet into a powerful branch service tool. Whether you’re using an iPad, Android device, or Microsoft Surface, your members can easily: Check in for an appointment Update personal details Notify staff of their arrival You can even enable staff to assist with check-ins using the same tablet—perfect for greeter roles or helping less tech-savvy members. Customizable to Match Your Brand Every credit union is different, and Better Lobby knows that. Our kiosk interface is highly customizable, allowing you to: Add your branding and messaging Choose the check-in steps that match your service flow Support multiple languages or accessibility options This flexibility helps your branch look and feel modern while still maintaining the warm, community-first identity credit unions are known for. Benefits That Go Beyond Tech Implementing Better Lobby kiosks does more than digitize a process. It: ✅ Improves member experience by giving members more control and less wait✅ Reduces front-desk strain, freeing staff to focus on more complex needs✅ Demonstrates innovation, showing your credit union understands how members want to engage in 2025 and beyond As discussed in The Modern Credit Union Experience, today’s members want the best of both worlds: the convenience of digital tools and the personalized service of physical branches. Better Lobby kiosks bridge that gap beautifully. Key Takeaway on Kiosks Are a Smart Move Members are already comfortable using tablets. Why not use one to let them check in quickly and easily? With Better Lobby kiosks, you’re offering a smart, seamless, and cost-effective tool that makes both staff and members happier. Looking to modernize your branch without losing the personal touch?Better Lobby kiosks are the answer.   The following section is the original post from April 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. At Island Savings CU, when members have an appointment and are waiting to meet with an employee, instead of handing out magazines and newspapers, they are offered tablets that they can use for browsing.  This is an excellent idea and one that matches perfectly with our Better Lobby Self Check-in Kiosk solution that can use either an iPad, MS Surface, or Android Tablet to self check-in (or a greeter can assist with check-in via the same tablet). Our kiosk pages are highly intuitive and can be easily customized to each credit union’s desires. Improving member service and reducing branch staff costs are just two of the benefits of installing a Better Lobby Kiosk. Key Takeaway: Many members enjoy using tablets for surfing the Internet and using one to check-in your members is a great way for your credit union to demonstrate insightful use of technology.

Human Interaction Is a Differentiator

[Updated April 2025] Why Human Interaction Still Matters in a Self-Service Banking World As credit unions embrace self-service tools—like online banking, mobile apps, and smart kiosks—it’s easy to think that technology is replacing people. But the truth is: human interaction is more important than ever. In fact, industry experts agree. In an American Banker article, Dave Martin writes that “in a self-service world, human interaction is a differentiator.” And in a more recent opinion piece, Bodhi Silberling makes the point clear: AI won’t replace human bankers—it will support them. Because at its core, banking is still about trust and relationships. The Role of Branch Staff Is Changing—Not Disappearing Technology handles the easy stuff: checking balances, moving money, scheduling appointments. But when members visit a branch, they’re often looking for something deeper: Advice on buying a home Help fixing a problem Someone to walk them through a complex process These are moments that require empathy, listening, and personal guidance—things no machine can truly replicate. How Better Lobby Supports Human-Centered Service Better Lobby’s tools help make sure your staff can focus on the member, not the paperwork: ✅ Kiosk and online check-ins reduce lines and keep things flowing ✅ Visit Purpose and History let staff prepare before the member even sits down ✅ Appointments ensure members get quality time with the right expert ✅ Reporting tools give managers insight into service quality, wait times, and staff performance When technology takes care of logistics, your team can take care of what really matters: building relationships. The Role of Appointment Scheduling in Human Interaction and Personalized Service In today’s world, members expect more than just quick service—they want personalized experiences. That means being greeted by name, getting help from someone who understands their needs, and feeling confident that their time is respected. Appointment scheduling is one of the easiest ways to deliver that kind of service—and Better Lobby makes it simple. Personalization Starts with the Booking Experience When a member books an appointment using Better Lobby, they can: 📸 See photos of available staff 🧑‍💼 Choose a team member based on role, language, or area of expertise 🌐 Pick the appointment type they prefer—in-person, video, or phone This gives members control and comfort before they even step into the branch (or log into a meeting). It also ensures they’re matched with the right person for their needs. Why Human Interaction Matter Personalized scheduling improves the experience for everyone: ✅ Members feel seen and supported ✅ Staff are prepared and confident for each meeting ✅ Appointments are smoother and more productive Whether it’s a loan consultation, account opening, or just a quick question, the right appointment setup helps create a positive, trusted interaction. Built for Modern Credit Unions Better Lobby’s appointment system is designed specifically for credit unions. It offers: 💻 Online and mobile booking—no app needed 🧑‍🤝‍🧑 Face-to-face appointments for in-branch service 📹 Video appointments for remote convenience 📞 Phone appointments when members prefer a quick call 📲 Customizable staff bios so members know who they’re meeting It’s all about meeting members where they are—on their terms. Final Thoughts In a busy, digital-first world, members want convenience without losing the personal touch. Appointment scheduling with Better Lobby gives your credit union the best of both: a modern system that makes booking easy and a warm, human experience that builds trust. When members choose who they meet with and how, every appointment feels more like a conversation—and less like a transaction. Request a Demo The following section is the original post from March 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.   In his article on retail trends, Dave Martin of Financial Supermarkets Inc does a great job of describing how, in a self-service world, human interaction Is a differentiator.  Key Takeaway: technology matters, but the team members’ future is being the human face of the organization.

New Accounts Lobby Management – Visits & Services

[Updated April 2025] Smarter Data, Smarter Decisions: How Better Lobby Supports Modern Branch Management Since the release of our “Visits & Services” upgrade, we’ve continued to evolve Better Lobby into a powerful platform for both member experience tracking and branch performance analysis. Today, Better Lobby is more than just a lobby management system—it’s a decision-making tool that helps credit unions operate more efficiently and serve members more effectively. With over 50 built-in reports, branch managers and executives can dive deep into: 📊 Wait times and service times 🧑‍🤝‍🧑 Staff performance and member service history 🏦 Branch traffic trends by day, week, or month 🎯 Service demand by category (e.g., loans, new accounts, card services) 🏅 Cross-selling success rates and follow-up outcomes These insights go beyond just “who came in and how long they waited.” They provide the why behind member visits, the how well of staff interactions, and the what’s next for branch planning, staff incentives, and marketing campaigns. Better Lobby also integrates with your core banking system, allowing the platform to track individual members across visits—giving you a complete view of member engagement over time. Want to know if your new loan campaign brought more members into the branch? Or which staff are consistently converting appointments into product signups? Better Lobby makes that visible. As more credit unions adopt data-driven strategies for branch operations, having a system like Better Lobby in place ensures you’re not just collecting data—you’re using it to take action. Credit unions today are facing big changes—members expect faster service, digital options, and a more personal experience. To keep up, credit unions need to rethink how their branches operate. That’s where modern branch management comes in. Modern branch management is all about creating smooth, flexible, and member-friendly experiences—whether someone walks into the lobby or connects from their phone. And Better Lobby is built to support exactly that. How Better Lobby Supports Modern Branch Management   ✨ Make Every Visit More Efficient Long lines and unclear wait times are frustrating for members and staff. Better Lobby makes branch visits easier by: Letting members check in at a self-service kiosk or with their phone Showing who’s in line, what they need, and how long they’ve waited Helping staff stay focused on service—not on managing the lobby This means less stress at the front desk and more time for meaningful conversations. 📅 Offer Flexible Appointment Options Modern branch management means meeting members where they are—on their time and terms. Better Lobby helps credit unions do that by offering: In-branch, phone, or video appointments Easy online booking with no app required Staff photos and bios so members feel confident in who they’re meeting Appointments help your team prepare in advance and give members the service they expect—with fewer delays. 🧾 Keep Things Consistent Across Locations Whether you have one branch or twenty, consistency matters. Better Lobby gives your team the same tools at every location, so: Members get the same great experience no matter which branch they visit Staff follow a smooth, repeatable process New employees can get up to speed quickly with user-friendly features Consistency is key to building member trust—and keeping operations running smoothly. 🤝 Connect In-Branch and Online Services Modern branch management isn’t just about physical spaces. It’s about connecting the digital and in-person experience. Better Lobby brings these together by letting members: Join a same-day queue from home Schedule appointments from your website Get help from a real person—virtually or in the branch This hybrid approach makes your credit union more accessible, without adding complexity. Final Thoughts on Modern Branch Management Modern branch management is about more than redesigning buildings—it’s about creating better service experiences for today’s members. With Better Lobby, your credit union can improve efficiency, increase flexibility, and deliver the kind of service that keeps members coming back. Ready to bring your branch operations into the future? Let’s talk about how Better Lobby can help. Interested in turning your member service data into smarter decisions?Request a demo today and see what Better Lobby can do for your team. Credit unions can serve an important role in innovation. The following section is the original post from March 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Not long ago, one of our clients approached us to improve Better Lobby/New Accounts to better distinguish between “visits” and “services”. They went on to explain that they were focusing on branch labor costs using Activity Based Costing (ABC) and needed reporting of BOTH visits and services provided by staff during a platform visit. Shortly after learning this we released our “visits & services” upgrade that encourages MSRs to record multiple services for each visit and modified Better Lobby reports to reflect new account “visits” or “services”. Our on-line, drill down reports toggle with the click of the mouse between the two. To learn more about Better Lobby and New Accounts      

Chase Vs. Umpqua: Two Views of the Future Branch

[Updated April 2025] What the “Branch of the Future” Means for Credit Unions Today As credit unions plan for the future, one thing is clear: the old model of the branch is changing. Routine transactions are moving online or to ATMs, and members are coming into the branch for more meaningful reasons—like getting a loan, opening an account, or solving a complex issue. So, what should the modern branch look like? A few years back, a compelling article compared two different visions of the “Branch of the Future”—one from Chase Bank and the other from Umpqua Bank. The lessons from both still apply today—and credit unions can learn a lot from both approaches. Two Visions, Two Priorities Chase focuses on speed and efficiency. Their branches are designed to push everyday transactions to smart ATMs and quick-service desks, freeing up staff for higher-value tasks. Their strategy is clear: reduce teller traffic, lower staffing costs, and streamline service. Umpqua, on the other hand, focuses on engagement and experience. Their branches feel more like community cafés or Apple Stores, with universal associates trained to handle any request, digital tools for self-service, and meeting spaces for community use. Both models are smart—and both are working. What This Means for Credit Unions Credit unions don’t need to copy one model or the other. Instead, the most successful institutions are finding a balance between efficiency and experience. Here’s how: ✅ Use self-service tools to move simple transactions out of the branch (Better Lobby’s kiosk and online queuing help with this). ✅ Empower staff with flexible roles, like Umpqua’s universal associates, to handle everything from check-ins to consultations. ✅ Offer appointment scheduling to ensure meaningful interactions with the right expert at the right time. ✅ Design branch spaces that support both quick visits and deeper conversations—without overwhelming staff. How Better Lobby Supports Both Approaches Better Lobby helps credit unions build branches that are fast when they need to be and personal when it matters most: Kiosks and online queuing reduce lines and help members check in easily Appointment scheduling ensures complex visits get the time and attention they deserve Visit history and service tracking help staff prepare for member needs in advance Reports and analytics help you optimize staffing and monitor traffic flow Whether your goal is Chase-style efficiency or Umpqua-style engagement, Better Lobby gives you the tools to support both. Two Views of the Future Branch As credit unions plan for the years ahead, one thing is clear: branches are evolving. Members no longer visit just to make deposits or check balances—that’s what online banking and ATMs are for. Today, branches are becoming places for meaningful interactions, like opening accounts, getting loans, or getting personal guidance. So, what should your branch look like in the future? Let’s explore two views of the future branch, inspired by major banks that took very different—but successful—approaches. 🏃 The Efficiency Model – Chase Chase Bank focused on speed and streamlined service. Their branches move routine transactions to self-service ATMs and quick stations, so staff can spend time helping with more complex needs. It’s all about cutting wait times and using staff resources wisely. ☕ The Engagement Model – Umpqua Umpqua Bank took the opposite route—designing branches like community hubs. Think cozy spaces, digital tools, and universal associates who can handle anything from cashing a check to setting up an account. It’s about making members feel at home and building deeper relationships. What Can Credit Unions Learn? Both models offer valuable insights: Efficiency helps lower costs and speed up service Engagement builds trust and strengthens member relationships With Better Lobby, credit unions don’t have to choose one or the other. There are Two Views of the Future Branch. Our tools help you balance both—whether you’re streamlining check-ins with kiosks or scheduling video meetings that feel personal and convenient. The future isn’t one-size-fits-all. It’s about finding the right mix of technology, flexibility, and human connection that works for your members. Designing Credit Union Branches for Both Efficiency and Engagement Credit unions today face a big challenge: how do you serve members quickly and personally at the same time? Some members want to get in and out fast. Others want to sit down, ask questions, and explore their options. That’s why the best branches today are built around a balance of efficiency and engagement—and Better Lobby helps make it possible. Why Efficiency Matters Let’s face it: members are busy. Many just want to make a quick deposit, update their contact info, or ask a simple question. For them, long lines or unclear processes are frustrating. Here’s how credit unions can boost efficiency: ✅ Use Better Lobby’s kiosk or online queuing to cut down on lobby wait times ✅ Schedule appointments during off-peak hours to keep the flow steady ✅ Let members check in from their phone or a self-service station ✅ Use real-time reports to match staff levels to daily traffic When members know they’ll be served quickly, they’re more likely to visit and less likely to leave frustrated. Why Engagement Matters, Too At the same time, branches are no longer just places for transactions. They’re where members come for guidance, trust, and big financial decisions. Engaging with members in these moments means: 👥 Greeting them by name 🧠 Knowing their visit history and why they’re here (with Better Lobby’s Visit Purpose and Visit History features) 💬 Offering personalized support, not just one-size-fits-all answers 📆 Giving them the chance to schedule time with a real expert when it’s convenient for them Engagement builds relationships—and those relationships lead to loyalty, referrals, and long-term growth. How Better Lobby Supports Both Better Lobby gives credit unions the tools to serve all kinds of members, no matter their needs: Feature Supports Efficiency Supports Engagement Kiosk Check-In ✅ ✅ (adds personalization) Online Queuing ✅ ✅ (lets members choose when to arrive) Appointment Scheduling ✅ ✅ Visit History ✅ Real-Time Reports ✅ ✅ (supports better service planning) When these tools work together, your branch becomes a place where

Thoughts about Referrals and Cross-selling

[Updated April 2025] Turning Conversations into Opportunities: How Better Lobby Supports Cross-Selling in Credit Unions A few years ago, The Financial Brand published a powerful series called “What Banks and Credit Unions Can Learn From One Another.” One article in particular stood out: the importance of cross-selling—the ability to connect members with additional products and services they genuinely need. At Better Lobby, we believe cross-selling isn’t about pushing—it’s about understanding the member and being ready to help. That’s why we built our New Accounts and Cross-Selling tools to give credit union managers clear visibility into how staff are performing in this area. The 3 Key Takeaways for Better Cross-Selling According to BlueSpire Marketing, successful cross-selling comes down to three key strategies: Know your sticky products – These are the services that keep members coming back, like checking accounts with direct deposit or online banking tools. Use targeted marketing – Don’t try to sell everything to everyone. Use data to connect members with what’s relevant to their life stage or needs. Set clear goals for staff – Employees should know what success looks like—and have tools to track it. How Better Lobby Helps Credit Unions Do This Better Lobby makes cross-selling easier and more trackable with built-in tools that: 🧾 Capture the reason for a member’s visit during check-in 🧑‍💼 Let staff log referrals or product conversations during the visit 📊 Provide reports that show which staff are making referrals, which products are offered most, and what’s converting into real accounts or services 🔁 Track repeat visits and long-term engagement This data gives managers the insight they need to coach staff, reward top performers, and identify missed opportunities. It’s Not About Selling—It’s About Helping When done well, cross-selling builds trust. It means telling a member, “Since you just opened a savings account, would you like to set up automatic transfers to make saving easier?” That’s not a pitch—that’s good service. Better Lobby helps credit unions turn quick visits into meaningful conversations that benefit both the member and the credit union. Using Visit Purpose Data to Personalize Service Every time a member walks into your branch, it’s a chance to build a stronger relationship. But to truly serve members well, your staff needs more than a smile—they need insight into why the member is there and what their history looks like. That’s where Better Lobby’s Visit History feature comes in. What Is Visit History? Built into the main service queue of Better Lobby, Visit History shows a complete record of a member’s previous visits, including: 🗓️ Date and time of each visit 📍 Branch location they visited 🧾 Service requested (e.g., new account, loan inquiry, card replacement) 👤 Staff member who helped them 📝 Internal notes from the visit This feature gives credit union staff a clear picture of how each member is interacting with your services—making it easier to offer personal, meaningful support. Why Visit History and Cross-Selling in Credit Unions Matter When staff can quickly see a member’s recent visits, they can: ✅ Pick up where a previous conversation left off ✅ Avoid repeating questions the member has already answered ✅ Proactively suggest services the member might benefit from ✅ Spot patterns that show how the member is using the credit union For example, if a member came in twice in the past month to ask about loan options, the staff can offer to schedule a full appointment with a loan officer—or send helpful resources via email. A Better Experience for Members and Staff Visit History helps your team: Be more prepared Deliver faster, more relevant service Build trust and rapport with members over time And for members? It feels great to be recognized and helped by someone who remembers you—not treated like a brand-new stranger every time. Final Thoughts on Cross-Selling in Credit Unions Credit union service isn’t one-size-fits-all—and it shouldn’t feel that way. Better Lobby’s Visit History feature gives your staff the tools to understand your members better and serve them with care and confidence. By using visit purpose data to guide conversations, your credit union can turn everyday transactions into long-term relationships. Request a Demo   The following section is the original post from February 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The Financial Brand recently published a series of articles that are thought provoking  “What Banks and Credit Unions Can Learn From One Another”. The “art of cross-selling” segment resonated with us, because our Better Lobby/New Accounts product provides CU Managers with help measuring staff performance in the area of referrals and Cross-selling. The Key Takeaway from the Financial Brand discussion (written by BlueSpire Marketing) is” (1) Know your sticky products, (2) Employ highly targeted marketing, and (3) Make sure your staff know what their goals are. For the Cross-selling article go to http://thefinancialbrand.com/36383/cross-selling-banks-credit-unions/ For the entire series, start at http://thefinancialbrand.com/28210/content-marketing-tips-for-banks-and-credit-unions/  

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.

Branch Appointments: the time has arrived!

[Updated April 2025] Why Branch Appointment Scheduling Is the Missing Piece of Member Service As credit unions work to modernize their branches and improve the member experience, appointment scheduling is quickly becoming a must-have feature. While big banks like Bank of America, Wells Fargo, and BMO Harris have offered online scheduling for years, many credit unions are just beginning to explore this powerful tool. And it’s more than just a convenience—it’s the bridge between online and in-branch service. The Problem with Traditional Appointment Handling Through conversations with credit unions, we discovered some common issues: 📋 Many still rely on spreadsheets or shared Outlook calendars to manage appointments, which can be clunky, siloed, and error-prone. 🙈 Other staff can’t always see Branch Appointment Scheduling, making it hard to prepare or adjust staffing. 📉 There are few metrics available to analyze performance, such as how many members walk in versus schedule ahead. These outdated methods limit branch efficiency and can lead to missed opportunities for service—and even lost business. How Better Lobby Fixes It Better Lobby’s Appointment Module makes it easy for both members and staff to book, manage, and prepare for branch appointments. It gives credit unions: ✅ A shared, centralized calendar visible to all relevant staff 🧠 Smart scheduling rules to avoid booking during peak hours and shift demand to quieter times 📲 Mobile/web self-booking so members can choose a time that works best for them—anytime, from anywhere 📊 Built-in metrics and reporting to help managers understand appointment trends and improve scheduling Why Branch Appointment Scheduling Matters Appointments are more than just a tool for saving time—they’re a way to: 🧭 Guide members to the right services 📅 Balance traffic throughout the day 🧑‍💼 Empower staff to prepare and deliver better service 📈 Start transforming your branch into a sales and service hub instead of just a transaction point When implemented correctly, branch appointments create a smoother, more intentional member experience. Final Thoughts The future of credit union service is about meeting members where they are—online, in person, or both. Branch appointments make that connection seamless. They allow you to provide high-touch service with less wait, more preparation, and better use of your branch resources. If your credit union is still using spreadsheets or patchwork calendars, now’s the time to upgrade. Better Lobby makes it simple to add scheduling tools that improve operations and make life easier for both your staff and your members. 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. A new area to watch is the use of Branch Appointments. In many ways, this is currently the missing piece of the “member visit puzzle. Appointment Scheduling Software is often used by credit unions. Big players are already onboard with this progressive concept. Case in point:  Bank of America, Wells Fargo, Regions Bank, and BMO Harris are all offering scheduling tools on their websites. Some interesting discoveries were made as we worked with clients to better understand their appointment handling needs: Appointment handling is often not well organized in most CUs. Some use spreadsheets or share Outlook calendars in a way that is cumbersome and not visible to other employees. Appointments can be used to reduce cost and improve service. In client discussions it became clear that encouraging appointments in off-peak times (i.e., 2- 4 pm) and NOT making appointments during peak times (i.e., 11 am to 1:30 pm) was considered a good way to move peak traffic into slow periods. Current branch appointment handling methods provide few workforce metrics to assist management in evolving the branch, e.g., they cannot provide metrics such as: “appointments vs. walk-ins ratio”. Mobile/web member-initiated appointments are coming – few CUs have the technical or operational infrastructure needed to meet this member expectation. Key Takeaway:  the ability to set Branch Appointments is an effective way for credit unions to bridge their online and offline channels and while starting the processes of transforming their branches into sales and service hubs.

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.

Branch Offers Made Easy

[Updated April 2025] How Better Lobby Helps Credit Unions Strengthen Relationships with Cross-Selling and Visit History Tools Building long-term relationships with members is one of the biggest strengths of credit unions. Credit Unions Strengthen Relationships is a core part of what a credit union does. But keeping those relationships strong requires more than just good service—it takes the right tools to track member needs, understand behavior, and follow up effectively. That’s where Better Lobby’s Cross-Selling and Visit History tools come in. Together, they help credit union staff deliver smarter, more personalized service during every visit—without adding extra work. 🧾 What Is Visit History? Better Lobby’s Visit History feature gives staff an instant view of a member’s previous visits to the branch. This includes: 🗓️ Date and time of each visit 📍 Branch location they visited 💬 Service requested (e.g. new account, card replacement, loan info) 👤 Staff member who helped them 📝 Internal notes from each visit Instead of starting every conversation from scratch, staff can pick up where the member left off—making each interaction faster, friendlier, and more helpful. 🔁 What Is the Cross-Selling Tool? Cross-selling isn’t about pushing products—it’s about offering relevant solutions when a member needs them. The Better Lobby cross-selling tool allows staff to: Record products or services discussed during the visit Track whether the member was interested, declined, or accepted Mark if a follow-up is needed See this information linked to that member’s future visits This tool keeps cross-selling efforts organized, consistent, and respectful—so every conversation adds value, not pressure. 💡 How These Tools Work Together Here’s a quick example: Let’s say a member comes in to replace a debit card. During the visit, the MSR notices they don’t have overdraft protection and asks if they’d like to learn more. The member says, “Maybe next time.” With Better Lobby, the MSR logs that brief conversation into the Cross-Selling tool. The next time the member visits, the new MSR can see that note in the Visit History—and follow up at the right time. This small detail makes a big difference. It shows members that you remember them, understand their needs, and aren’t just repeating the same pitch every visit. 🌟 Benefits for Credit Unions Using Better Lobby’s Cross-Selling and Visit History tools can help credit unions: ✅ Provide more personalized service✅ Increase member satisfaction and loyalty✅ Boost adoption of helpful products and services✅ Improve staff awareness and communication✅ Ensure a consistent experience across branches Whether you have one branch or twenty, these tools help your team stay informed, coordinated, and focused on what matters most: building trust with your members. What Is “Next Best Offer” and Why Does It Matter? The “next best offer” is all about giving members the right product or service at the right time. Instead of sending out the same message to everyone, you use what you know about a member—like their recent activity or life stage—to offer something that fits their needs. For example, if a member just opened a checking account, the next best offer might be a savings account or a credit card. If they recently paid off a loan, it might be a good time to talk about a home equity line. Timing and relevance are everything. When offers feel helpful—not random—members are more likely to say yes. And that leads to more than just sales. It builds trust, deepens relationships, and makes members feel like their credit union really understands them. Better Lobby’s Offers Made Easy helps make this happen—without the complexity of a full CRM—by putting simple, targeted tools in the hands of your front-line team. How Offers Made Easy Solves Common Challenges Many credit unions want to offer more personalized services—but they get stuck using expensive, complex CRM systems that staff don’t enjoy using. That’s where Offers Made Easy comes in. No CRM? No problem. Offers Made Easy works with or without an MCIF system, making it a flexible solution for small and mid-sized credit unions. Simple for staff. The tool is designed with front-line employees in mind. It’s easy to learn, fast to use, and doesn’t require any technical background. If your team can use Facebook, they can use this. No IT headaches. There’s no need to connect to a complicated database or set up a new system. You can start creating member-specific offers quickly—without the high cost or hassle of traditional CRM tools. With Offers Made Easy, your team can focus on what they do best: serving members with helpful, timely offers that actually make a difference. Real-Time Tracking and Reporting to help Credit Unions Strengthen Relationships With Offers Made Easy, credit unions don’t have to guess what’s working—Better Lobby shows you in real time. See everything in one place. Managers get access to easy-to-read dashboards that track staff activity, member responses, and outcomes. You can instantly see how many offers were made, who saw them, and which ones led to action. Track conversations, not just clicks. Better Lobby’s cross-selling tool lets staff record what they talked about with each member. This gives you a clearer picture of how your team is engaging and where opportunities are being created. Spot trends fast. Whether it’s one branch outperforming another or a particular product getting strong interest, Better Lobby helps managers respond quickly and make smarter decisions. With live data at your fingertips, you can improve performance, recognize top staff, and keep cross-selling efforts focused and effective. Designed for Credit Unions of All Sizes Offers Made Easy was built with credit unions in mind—especially small and mid-sized institutions that need powerful tools without the big price tag. Affordable and easy to start. You don’t need a massive IT team or a huge budget. Better Lobby makes it simple to get up and running, with tools that work right out of the box. Perfect for growing credit unions. Whether you have one branch or many, Offers Made Easy is flexible and scalable. As your credit union grows, the platform grows with you. Big results, small

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.