Category: Visitor Management

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.

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.

Better Lobby Features Explained

Credit unions don’t have to feel old-school. With Better Lobby, branches can run smoother, members get served faster, and staff stay organized without the chaos. But instead of explaining every feature with boring tech talk, we thought—why not memes? Because honestly, Better Lobby’s tools are powerful and relatable. From Spiderman strutting down the street to Gandalf blocking the Balrog, there’s a meme for every moment in the branch. This blog walks through the key features of Better Lobby and pairs each one with a meme that shows exactly how it feels when member service goes from stressful to seamless. Appointment Scheduling – Dancing in the Lobby Booking a branch appointment has never felt this good. With Better Lobby, members can schedule online or in-branch, pick the reason for their visit, and even get reminders so they don’t miss a beat. No more showing up confused, waiting in the wrong line, or stressing about forgotten paperwork. Just like Venom-Spiderman strutting through New York City with over-the-top confidence, your members get to walk into the credit union with meme-level swagger. They already know where they’re headed, staff are prepared for their visit, and the whole experience feels smooth instead of stressful. With appointment scheduling, the cringe of waiting in line becomes a flex—because members are in control from the start. Appointments Made Simple With Better Lobby, members can book a time that works for them—online, by phone, or in-branch. Staff see the reason for the visit, prepare ahead, and send reminders so nothing gets missed. The result? Less waiting, smoother visits, and happier members. Lobby Management – More Cowbell Busy lobby? Long lines? Members getting restless? Better Lobby’s Lobby Management helps staff add members to a queue, track wait times, and even fast-track when needed. It keeps everything fair, smooth, and way less stressful. Because let’s be honest—when branch traffic is overwhelming, the answer is simple: needs more Lobby Management. Just like more cowbell fixes every song, this module fixes every branch jam. Kiosk & QR Code Check-In – Yu-Gi-Oh Enemy Controller Card Better Lobby’s Kiosk & QR Code Check-In module makes it easy for members to skip the line stress. Whether they tap on a self-service kiosk in the branch or scan a QR code on their phone, they can check in quickly and get right into the queue without needing staff assistance. A Controller in your Members Hands Remember when Kaiba whipped out the Enemy Controller card in Yu-Gi-Oh? He wasn’t just controlling monsters—he was pressing “Left, Right, A, B” and owning the duel. Now imagine that same energy… but with your members controlling their spot in line. QR Code Kiosk The Kiosk & QR Code Check-In module gives credit unions flexible, modern options to manage lobby traffic. Touch-free check-in is a member favorite, especially for those who prefer using their own phone instead of public devices. Branches can customize kiosks to match their brand, while the system automatically feeds member info into the lobby queue for staff to see. The result? Less bottleneck at the front desk, faster service, and members who feel in control of their visit—like Kaiba calling the shots. Video Appointments – You Shall Not Pass! Sometimes branches are packed, and members can’t make it in person. That’s where Better Lobby’s Video Appointments steps in. It supports scheduled video meetings, branch-to-branch connections, and even virtual lobbies where members can “drop in” when staff are available. Staff can Serve the Member Anywhere Even if they are in the Mines of Moria In Lord of the Rings, Gandalf stood tall and declared, “You shall not pass!”—and while that worked against Balrogs, it’s not great member service. With Better Lobby, members no longer hear that at a crowded branch. Instead, they hop on a secure video call and get served from anywhere. Video Appointments keep credit unions agile in a hybrid service world. A member who can’t visit a branch can still meet with staff face-to-face through a secure, built-in video system—no third-party links or confusing logins. Staff can schedule video meetings right alongside in-branch ones, making both options seamless. For members, it feels like the branch comes to them. For staff, it’s an efficient way to expand reach and serve more people without adding physical space. Wall Display – Keeps Angry Goblins Away Better Lobby’s Wall Display module keeps things calm by showing exactly who’s next in line. Members can glance at the screen, see their position, and know when it’s their turn—no need to ask staff or wonder if someone skipped ahead. It reduces stress, keeps order in the lobby, and helps staff focus on service instead of disputes. Calm Members, not Angry Goblins Without a Wall Display, members can feel like angry goblins yelling outside the branch, unsure if the line is moving or if chaos has taken over. With it, the tension disappears, and everyone can relax knowing the system is fair. Goblin chaos: averted. Wall Display for Credit Unions The Wall Display connects seamlessly with the Lobby Management and Kiosk modules, making sure the entire flow of service is transparent. Credit unions can even customize the display to match their branding and compliance standards. It runs on any internet-connected screen, turning lobby anxiety into lobby clarity. Online Queue – Engage Better Lobby’s Online Queue module gives members the power to see branch wait times and join the line before they even walk through the door. It’s a smart way to turn travel time into wait time, so by the time they arrive, they’re already that much closer to being served. Members Feel like they are in the future Like Captain Picard on the bridge of the Enterprise, members can confidently press a button and Engage. They beam into the queue without delay, skipping the stress of not knowing how long the line might be. Online Queuing for Credit Unions For credit unions, this feature transforms the branch experience. Members arrive more relaxed, staff can better anticipate demand, and the whole flow feels smoother. Online

Member Journey Optimization: Using Better Lobby to Streamline Pathways

What Is the Member Journey—And Why Should Your Credit Union Care? When a member visits your credit union—whether in person or online—they’re not just there to complete a transaction. They’re on a journey. From the moment they walk through your door (or open your app) to the moment they finish their business, each step matters. That entire experience—from check-in to service delivery—is known as the member journey. And how smooth that journey feels often determines whether they’ll come back, recommend you to others, or even switch to another provider. That’s why Member Journey Optimization is more than just a buzzword. It’s a smarter way to serve. The Basics of the Member Journey Think of the member journey as a chain of moments. It includes: How easily they check in How long they wait How they’re greeted and guided Whether they feel understood And how smoothly their need is resolved Every touchpoint is an opportunity—to build trust, save time, and create a positive experience. Why It’s Time to Take a Closer Look Today’s members are busy. They expect service to be fast, simple, and personal. If your branch doesn’t meet those expectations, you may not get a second chance. So how do you know where to start? A great first step is mapping out the current member journey at your credit union. Walk through your lobby like a new visitor. Ask yourself: Is it clear where to go and how to check in? Are there delays or confusion at the front desk? Can staff easily understand what each member needs? Are there long wait times—or members leaving without being helped? The Role of Better Lobby Better Lobby is designed to support every stage of the member journey. Before you optimize each step (more on that in our next article), it helps to know what those steps are—and how members really experience them. Our platform starts by simplifying entry management, and it keeps working behind the scenes to organize queues, route requests, and provide staff with real-time updates. Whether members walk in, book an appointment online, or connect through video, Better Lobby helps your team provide personal, efficient service—every time. Coming Up Next: We’ll show you how Better Lobby makes Member Journey Optimization easier by helping you: Improve entry management Streamline service delivery Offer flexible appointment options Deliver personal support—anywhere In today’s fast-paced financial environment, the member experience at credit unions can be the differentiating factor that sets an institution apart. It’s crucial for credit unions to optimize every step of the member journey from entry to service completion. Better Lobby, a comprehensive lobby management platform, provides several tools that help streamline these pathways, ensuring a smooth and efficient experience for members. Understanding Member Needs with Entry Management The first step in optimizing the member journey is efficient entry management. Better Lobby’s sign-in kiosk and online queuing system allow members to register their arrival and service needs digitally as soon as they enter. This system reduces wait times and immediately informs the staff about the member’s requirements, allowing for a tailored service approach right from the start. Enhancing Service Delivery with Real-Time Data Once members are logged into the system, Better Lobby utilizes real-time analytics to manage service delivery effectively. Staff can see at a glance which members are waiting, what services they require, and how long they have been waiting. This allows for better resource allocation and ensures that members with pressing needs are prioritized, enhancing overall satisfaction. Streamlining Services with Appointment Scheduling Better Lobby’s appointment scheduling feature integrates seamlessly with the real-time queue management system. Members can book appointments through various channels, including mobile apps and online platforms, which are directly synchronized with the credit union’s service queue. This not only minimizes wait times but also allows credit unions to prepare for the member’s visit in advance, gathering necessary documents and resources. Personalizing Interactions with Video Meeting Solutions For members who prefer not to visit the branches physically, Better Lobby offers a Flexible Branches Video Module. This feature allows credit unions to extend their reach beyond physical locations, offering personalized face-to-face consultations via secure video calls. Whether members are at home or abroad, they can receive the same level of personal service, maintaining a strong connection with their credit union. Leveraging Data for Continuous Improvement The backbone of continuous improvement in member services lies in the data collected through each interaction. Better Lobby’s dashboard and reporting tools provide deep insights into member behavior patterns, peak times, and staff performance. This data is crucial for making informed decisions about branch operations, staff training, and service enhancements. Key Takeaways about Member Journey Optimization Efficiency at Every Step: From entry to service completion, Better Lobby tools ensure that every phase of the member journey is as efficient and pleasant as possible. Empowered Staff: Real-time data empowers staff to meet member needs promptly and effectively, enhancing the overall service experience. Data-Driven Decisions: Continuous analysis of service data helps credit unions refine their operations and adapt to changing member expectations. Credit unions looking to enhance their member services and streamline operational efficiencies will find a robust solution in Better Lobby. By optimizing the member journey with advanced tools designed specifically for credit union environments, institutions can not only meet but exceed member expectations in the digital age.

From Physical to Digital: Transitioning with Better Lobby’s Hybrid Service Model

In today’s fast-paced world, credit unions are increasingly embracing a hybrid service model that merges the best of both physical and digital realms. This blend not only enhances accessibility and convenience but also significantly improves the overall member service experience. Better Lobby is at the forefront of this transformation, providing tools that facilitate a smooth transition from traditional methods to a more integrated, digital-first approach. The Hybrid Service Model Advantage Blending Digital with Traditional: A Tailored Member Experience The hybrid service model presents a powerful blend of digital and face-to-face interactions, designed to cater to all member preferences. This approach is particularly advantageous as it combines the efficiency of digital solutions with the personalized touch of in-person engagements. By adopting this model, credit unions can offer flexible and customized services, ensuring that all members feel valued and well-served, regardless of their preferred interaction method. Seamless Integration with Better Lobby Better Lobby champions the hybrid model by incorporating several key features that enhance both digital and physical member experiences: Video Meeting Platforms These platforms are a cornerstone of the hybrid model, allowing credit unions to break geographical barriers. Members can engage in detailed financial discussions via secure video calls, ensuring they receive expert advice without the inconvenience of travel. Good to Know: To optimize the video meeting experience, ensure your systems are equipped with high-quality video and audio capabilities. This not only improves communication clarity but also enhances the overall perception of your credit union’s digital proficiency. Sign-in Kiosks Positioned strategically within branches, sign-in kiosks streamline the member entry process. These kiosks reduce initial wait times and allow staff to allocate more time to meaningful member interactions. By automating the check-in process, credit unions can manage member flow more effectively, especially during peak hours. Good to Know: Integrating sign-in kiosks with real-time analytics can provide insights into peak visit times, helping you better manage staffing and resources. Online Queuing Systems Online queuing systems revolutionize how members plan their branch visits. By enabling members to check queue statuses and join lines remotely, these systems significantly reduce physical wait times and enhance overall visit planning. This not only improves the member experience but also allows credit unions to anticipate member needs more accurately. Good to Know: Implement promotional notifications via the queuing system to inform members about new services or products while they wait, enhancing cross-selling opportunities. By integrating these technologies, Better Lobby facilitates a seamless transition between digital and physical channels, embodying the true spirit of the hybrid service model. For credit unions, embracing this model means staying relevant in an increasingly digital world while preserving the irreplaceable value of human interaction. Reshaping the Future for All Demographics Adapting to Diverse Member Needs Better Lobby’s suite of tools is meticulously crafted to address the preferences of various member demographics, ensuring no group feels left behind in today’s fast-paced digital transformation. From millennials who often opt for swift, digital solutions to the baby boomers who appreciate a warm, face-to-face interaction, Better Lobby’s hybrid service model is designed to accommodate everyone. This strategic approach helps credit unions deliver tailored services that align perfectly with the unique preferences and expectations of each demographic group. Enhanced Flexibility and Member Satisfaction The integration of physical and digital services is not just about keeping up with technological trends; it’s about refining operational efficiency and elevating member satisfaction to new heights. This dual approach empowers members to choose their preferred method of interaction, providing unmatched flexibility. Whether it’s a quick digital transaction or a detailed in-person consultation, members can select the service mode that best suits their current needs and situations. Good to Know: Utilizing data analytics to track member usage patterns across different channels can help further personalize and improve service offerings, ensuring each member feels valued and understood.   Embracing the Hybrid Model Looking ahead, the hybrid service model is poised to be a fundamental aspect of the credit union landscape. Credit unions that proactively embrace this model, especially with the support of platforms like Better Lobby, are strategically positioning themselves to meet and exceed the evolving expectations of their membership base. This approach not only secures a competitive edge but also ensures that credit unions remain relevant in an increasingly digital-focused market. Navigating the Digital Transition Transitioning from traditional to digital-centric operations can seem daunting, but it doesn’t have to be. With Better Lobby, credit unions gain a reliable partner equipped with the necessary tools and expertise to facilitate this shift smoothly and effectively. This support is crucial for credit unions aiming to seamlessly blend their esteemed traditions of personalized service with the efficiency and reach of modern technology. By adopting Better Lobby’s innovative solutions, credit unions can confidently step into a future where technology complements and enhances the personal touch that has always been at the heart of their service philosophy. This balanced approach ensures that all members, regardless of their technological proficiency or personal preferences, can enjoy a satisfying and inclusive banking experience. Key Takeaways Harnessing the Hybrid Service Model Better Lobby equips credit unions with a powerful arsenal of tools that are indispensable for navigating the shift towards a hybrid service model. This model skillfully combines the efficiency of digital solutions with the traditional warmth of personal interactions, ensuring credit unions can deliver a comprehensive service experience. Enhancing Member Satisfaction and Loyalty Adopting the hybrid model ensures that every member’s needs are met with precision and care, regardless of their preferences for digital or face-to-face interactions. This approach significantly boosts member satisfaction and fosters deeper loyalty, as members feel valued and understood by their credit union. Preparing for a Future-Focused on Flexibility The future of credit unions will increasingly depend on their ability to offer flexible, adaptive service options that appeal to a wide range of demographics. By embracing innovative technologies and service models, credit unions can stay ahead of member expectations, ensuring they remain relevant in a rapidly evolving financial landscape. Good to Know: Implementing a hybrid model can also serve

Retaining the Human Touch in Digital Banking

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

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

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.”

Cost-Effectiveness of Lobby Management Systems in Credit Unions

Lobby management systems are special tools that help credit unions organize how members are served in the lobby. This technology makes sure members don’t wait too long and helps staff manage their tasks better. Think of it as a smart system that organizes the queue, so everyone knows their turn, just like taking a number at a deli but much smarter! This is about Cost-Effectiveness of Lobby Management. Why is this important for credit unions? Well, using a lobby management system can save money and make members happier because they get helped faster and more smoothly. This post will talk about how these systems not only pay for themselves over time but also make the credit union’s operations cheaper and better. Advanced Tip: For those interested in the deeper financial aspects, this system’s return on investment (ROI) can be quantified by looking at metrics such as reduced staffing costs during non-peak hours, improved member retention rates due to enhanced service quality, and decreased operational waste through streamlined processes. By using historical data from before and after the implementation, credit unions can precisely measure the impact on their bottom line.   Cost-Effectiveness of Lobby Management When a credit union decides to install a lobby management system, there are some costs to consider at first. This includes buying the software and any special equipment needed to run it, like computers or tablets. This might sound expensive, but let’s see how it actually saves money over time. Initial Setup and Operational Costs: Setting up a lobby management system involves some upfront spending. You’ll need to pay for the software, which is the brain of the system, and you might also need to buy some gadgets that help the software do its job. For example, kiosks or digital displays might be set up in the lobby for members to interact with. There might also be costs for training staff on how to use the new system efficiently. Operational Savings: Here’s where the good news comes in! Once everything is up and running, this system can help save money. First, it automates many tasks that people used to do, like organizing who’s next in line. This means you might not need as many staff on busy days because the system is helping manage the flow of members. Plus, because members are getting helped faster and feel better about the service, they’re more likely to stick with your credit union, which saves money on marketing costs to replace lost members. Advanced Tip: By automating routine tasks, lobby management systems not only reduce the physical presence required but also allow staff to focus on more complex, value-added interactions with members. This can lead to increased sales of additional services and improved cross-selling opportunities. Detailed analytics provided by these systems can further refine staffing models and operational efficiencies, turning qualitative assumptions into quantifiable data. This data-driven approach ensures that credit unions are not merely saving money but are also investing in areas that offer the highest return on engagement.   Enhancing Service Quality One of the biggest ways a lobby management system helps is by making things faster and smoother in the credit union. This means members spend less time waiting and more time getting the help they need, which makes them happier and more likely to stick around. Reduced Member Wait Times: Nobody likes to wait, especially when they have busy lives. With a lobby management system, members can see reduced wait times because the system organizes everything so efficiently. This means they get to speak to someone about their needs much quicker. Happier members are good news for the credit union because happy members usually stay members for a long time. Improved Service Delivery: Besides just reducing wait times, these systems make sure that everything runs more smoothly. For example, they can guide members to the right service point or staff member without confusion. This organization helps cut down on mistakes, like members being sent to the wrong desk or having to wait longer because of mix-ups. When members see that their credit union is organized and respectful of their time, they feel more taken care of, which boosts their overall satisfaction. Advanced Tip: While shorter wait times and smooth service are immediately noticeable to members, the subtle integration of real-time feedback mechanisms can further enhance service quality. By incorporating feedback tools directly within the lobby management system, credit unions can not only track service quality but also immediately address any member concerns. This proactive approach not only mitigates potential dissatisfaction but also demonstrates a commitment to continuous improvement, fostering deeper trust and loyalty among members.   Impact on Member Retention Keeping members happy is super important because it helps make sure they don’t leave for another credit union. A good lobby management system can play a big role in making members stick around by making their visits better and faster. Decreasing Member Churn: When members have quick and pleasant experiences every time they visit their credit union, they’re less likely to leave. Why would they go somewhere else if they’re happy with the service they’re getting? Efficient services that save time can turn a routine bank visit into a positive part of a member’s day, and that’s something they’ll want to keep coming back to. Case Studies: Let’s look at some real-life examples: See real world case studies from credit unions using better lobby Advanced Tip: In assessing the impact on member retention, credit unions can further utilize data analytics features of lobby management systems to identify specific service points or times that correlate with higher satisfaction and retention rates. By deeply analyzing this data, credit unions can not only replicate successful strategies across other branches but also customize their member engagement efforts to target at-risk members with personalized interactions or promotions, thereby preemptively addressing potential dissatisfaction and boosting retention.   Long-Term Financial Benefits Using a lobby management system can really help a credit union save money and make more money over time. Let’s

No Cupcake Sprinkle ATM Here, Just Better Lobby’s Innovative Self-Check-In Kiosk

In an era where convenience is king, credit unions are increasingly turning to automation to enhance their member services. One standout innovation in this digital transformation is the self-check-in kiosk. Better Lobby’s Innovative Self-Check-In Kiosk represents a significant leap forward in how credit unions interact with their members, streamlining operations and enhancing user experience. This article explores how these kiosks are not just conveniences but are becoming essential tools in the arsenal of modern credit union operations. The Evolution of Self-Service in Credit Unions Historically, member check-in processes at credit unions involved manual entry, significant paperwork, and often resulted in long lines and wait times. This traditional approach was not only time-consuming but also prone to errors and inefficiencies. Over the years, there has been a marked evolution toward digital solutions aimed at eliminating these bottlenecks. The introduction of automated solutions like self-check-in kiosks marks a pivotal shift in this journey. Better Lobby’s self-check-in kiosk is a prime example of how credit unions are embracing technology to revamp their member service operations. These kiosks reduce the dependency on staff for routine check-ins, allowing members to manage their interactions quickly and efficiently. This shift from manual to automated processes is not just about keeping up with technological trends but about fundamentally improving the member experience and operational efficiency. Features of Better Lobby’s Innovative Self-Check-In Kiosk QR Code Kiosk In an age where touchless interaction has become paramount, Better Lobby’s QR Code Kiosk is a standout feature. This innovative aspect allows members to use their own smartphones to scan a QR code and check themselves in. This not only enhances hygiene by reducing contact with shared surfaces but also adds an extra layer of convenience, allowing members to handle check-ins swiftly and independently. User Interface The self-check-in kiosk from Better Lobby boasts a user-friendly interface designed to accommodate members of all tech-savviness levels. The clear, intuitive layout ensures that even first-time users can navigate through the check-in process with ease, minimizing confusion and enhancing overall user experience. Integration A key strength of Better Lobby’s kiosk is its ability to integrate seamlessly with existing Better Lobby systems. This integration ensures that once members check in, their data is immediately synced across all relevant platforms, from appointment scheduling to service queuing. This unified approach to member service streamlines operations and reduces the likelihood of errors.   Benefits of Using the Self-Check-In Kiosk Reduced Wait Times One of the most immediate benefits of implementing the self-check-in kiosk is the significant reduction in wait times. By automating the initial stages of the member service process, credit unions can handle higher volumes of check-ins more efficiently, effectively decreasing the length of queues and the overall wait time for services. Enhanced Member Experience The self-check-in kiosk significantly enhances the member experience by providing a swift and efficient service. Members appreciate the autonomy and speed of self-service options, which respect their time and allow them to manage their interactions with the credit union at their convenience. Staff Optimization By automating routine check-ins, Better Lobby’s kiosk frees up credit union staff to focus on more complex and value-added member interactions. This shift not only optimizes staff productivity but also enhances the quality of service provided, as staff can dedicate more time and attention to individual member needs. How the Kiosk Supports Staffing Strategies The Better Lobby self-check-in kiosk is not just a tool for improving member experience—it’s also a strategic asset in staffing management. By handling large volumes of check-ins autonomously, the kiosk significantly reduces the need for extensive front-line staff dedicated solely to this task. This automation allows credit unions to operate with leaner front-desk teams without sacrificing service quality or efficiency. Furthermore, the efficiency introduced by the kiosk opens up opportunities for credit unions to reallocate human resources to other critical areas. Staff members who would typically be tied up in repetitive check-in tasks can now contribute to areas requiring more personalized attention, such as financial advisement, problem resolution, or relationship management. This shift not only optimizes the use of human capital but also enhances the roles of employees, potentially leading to greater job satisfaction and lower turnover. Longevity and Cost-Effectiveness of the Kiosk One of the standout features of Better Lobby’s self-check-in kiosk is its durability. Designed to withstand high usage, the kiosk is a robust piece of technology that requires minimal maintenance, making it an ideal solution for busy credit union environments. This durability translates directly into cost savings, as the need for frequent hardware replacements is substantially reduced. The long-term cost-effectiveness of the kiosk is a significant advantage. Traditional check-in systems often require ongoing maintenance and can incur high costs in hardware replacements every few years. In contrast, Better Lobby’s kiosk, with its emphasis on longevity and low maintenance, represents a more sustainable investment. Over time, credit unions can expect to see a return on investment not just in terms of reduced operational costs but also through enhanced member satisfaction and staff efficiency. Implementing the Kiosk in Your Credit Union Integrating Better Lobby’s Innovative Self-Check-In Kiosk into your credit union’s operations is a forward-thinking move that can enhance service delivery and operational efficiency. Here are some steps and best practices to ensure a smooth integration: Assessment of Needs: Evaluate your current check-in process and identify areas where automation can provide the most benefit. Consider the layout of your lobby and the typical flow of member traffic to determine optimal placement for the kiosk. Technical Integration: Ensure that the kiosk is compatible with your existing systems. This might involve coordination with IT staff to integrate the kiosk with your member management software and other operational tools. Staff Training: It’s crucial that your staff are well-versed in operating the new kiosk so they can assist members effectively. Conduct training sessions that cover how to use the kiosk, troubleshoot common issues, and help members familiarize themselves with the system. Member Orientation: Introduce the kiosk to your members through multiple channels. Use email newsletters, posters in the lobby,

Boost Your Member Engagement and Satisfaction with Better Lobby

As credit unions aim to provide the best possible experience for their members, it’s important to understand the changing landscape of member engagement and satisfaction. With the increasing use of technology, members expect to have access to their financial institution at their fingertips. To meet these expectations, credit unions need to adopt innovative solutions that cater to the needs of modern members. Better lobby can help Boost Your Member Engagement. Enter Better Lobby, a virtual lobby solution by Better Branches, designed specifically for credit unions. With Better Lobby’s video module, credit unions can offer their members the ability to meet with credit union staff over a video call, improving member engagement and satisfaction while also promoting retention. Gone are the days when members had to physically visit the credit union branch to get their queries resolved. With Better Lobby, members can now connect with credit union staff in real-time, from the comfort of their own homes. Whether it’s for loan applications, or answering a simple question, members can now have access to the support they need, whenever and wherever they need it. Understanding Member Engagement What is Member Engagement? In the world of credit unions, member engagement refers to how actively members interact with their credit union’s services and offerings. It’s about more than just using financial products; it involves members participating in feedback surveys, attending events, or using online banking services. High engagement levels indicate that members feel a strong connection to their credit union. Why is Member Engagement Important? Member engagement is critical because it directly influences loyalty and trust. When members are engaged, they are more likely to stay with your credit union, use more services, and recommend you to others. Engaged members typically feel they are receiving value, which builds trust. Trust, in turn, is essential for any financial institution, as it not only retains members but also attracts new ones through positive word-of-mouth. Good to Know: For those diving deeper, engagement metrics can serve as leading indicators of financial health and member satisfaction. Analyzing patterns in engagement data can help predict trends in account growth or attrition, making it a powerful tool for strategic planning. Challenges in Achieving High Member Satisfaction Common Obstacles for Credit Unions Enhancing member satisfaction is a pivotal goal for credit unions, but several obstacles can hinder this process. One of the main challenges is maintaining consistent service quality across all touchpoints, whether in-branch, online, or via mobile platforms. Another significant hurdle is effectively managing member expectations, which have grown increasingly sophisticated in the digital era. Members now expect quick, personalized, and seamless interactions every time they engage with their credit union. Shortcomings of Traditional Methods Traditional methods of member service, such as face-to-face interactions or phone-based support, often struggle to meet the rapid pace and convenience of digital services. In today’s fast-moving world, members are less willing to tolerate long wait times or slow responses. Moreover, these conventional methods typically lack the ability to gather and analyze data effectively, missing out on crucial insights that could drive improvements in service and engagement. Good to Know: In a digitally-driven market, integrating advanced analytics and feedback mechanisms can transform traditional service methods. By leveraging data, credit unions can proactively address service gaps and personalize interactions, significantly boosting satisfaction and retention rates. Training Staff to Utilize Better Lobby Importance of Staff Training Proper training is crucial when integrating any new technology, and Better Lobby is no exception. Training staff on how to effectively use the Better Lobby platform is essential for maximizing its benefits. Well-trained employees can use the platform’s features to streamline operations, improve member interactions, and ultimately enhance member satisfaction. Without adequate training, the potential of Better Lobby might not be fully realized, which could lead to inefficiencies or underutilized capabilities. Best Practices for Effective Training Sessions To ensure that your staff gets the most out of Better Lobby, it’s important to adopt best practices for training sessions: Interactive Training: Incorporate hands-on activities where employees can practice using the software in real-world scenarios. This method helps to solidify learning and build confidence. Ongoing Education: Offer refresher courses and updates whenever there are significant updates to the software or changes in operational procedures. Feedback Mechanisms: Include opportunities for staff to give feedback on the training process and the software itself, allowing you to make adjustments and improvements over time. Good to Know: For a truly effective training program, consider integrating role-specific modules that cater to the unique needs of different staff roles within your credit union. For instance, front-line employees might need intensive training on member interaction features, while IT staff may require deeper insights into system integration and security features. Tailoring training to the specific needs of different teams not only improves skill levels across the board but also enhances overall adoption and efficiency. When Members Need to Meet by Video: Schedule or Unscheduled Scheduled and Unscheduled Video Meetings Better Lobby recognizes the diverse needs of credit union members, including their preference for how and when they engage with their financial institution. To accommodate this, Better Lobby offers both scheduled and unscheduled video meeting options. This flexibility ensures that members can choose to plan ahead or seek immediate assistance based on their immediate needs. Convenience Through Flexibility With the scheduling feature, members can book appointments at times that fit their busy schedules, ensuring they receive timely financial advice without the inconvenience of waiting. This is particularly useful for planned consultations like mortgage discussions or investment planning, where preparation by both the member and the credit union staff can enhance the quality of the interaction. For more spontaneous needs, the unscheduled option allows members to request immediate support. This is crucial for urgent financial inquiries or issues that require prompt attention, providing a level of service that can significantly enhance member satisfaction. Impacts on Member Engagement and Satisfaction The ability to choose between scheduled and unscheduled video meetings can profoundly affect how members perceive their credit union. It shows a commitment

What is Lobby Management? How to Optimize your Credit Union’s Member Experience

In today’s fast-paced world, every interaction counts, especially for credit unions. Credit unions known that their personalized service must provide their members with top-notch experiences, starting from the moment they step into the branch. This is where effective lobby management becomes essential. Better Lobby and lobby management software can help Optimize your Credit Union. What is Lobby Management? Lobby management is a system that improves the operations and efficiency of the lobby. It can Optimize your Credit Union. It streamlines the flow of visitors, reduces wait times, and enhances overall member satisfaction. Lobby management systems are used by various institutions, including financial institutions, healthcare facilities, and government offices. For credit unions, in particular, lobby management plays a critical role in preventing member frustration and ensuring a seamless experience. Why is Lobby Management Important for Credit Unions? Prevent Member Frustration: Long wait times can be a significant source of frustration for members. A well-implemented lobby management system ensures that members are attended to promptly and efficiently. By organizing the flow of visitors and managing queues effectively, credit unions can minimize wait times and keep members satisfied. Improve Member Satisfaction: Member satisfaction is paramount for credit unions. A lobby management system helps in providing a positive and streamlined experience. When members see that their time is valued and their needs are addressed promptly, their overall satisfaction and loyalty to the credit union increase. Track Visits: Understanding member behavior is crucial for any financial institution. Lobby management systems allow credit unions to track visits, monitor peak times, and understand patterns. This data is invaluable for making informed decisions and improving services. Provide Data to Management: Data-driven decisions are the backbone of successful operations. Lobby management systems provide detailed reports and analytics, helping management understand visitor trends, staff performance, and areas needing improvement. This information is essential for optimizing operations and enhancing member experiences. The Importance of Tracking Visits Tracking visits in a credit union setting involves capturing detailed data about each member interaction. This includes: Member Information: Name, account details, and purpose of the visit. Staff Interaction: Which staff member assisted the member. Wait Time: How long the member waited before being helped. Service Time: The duration of the service provided by the staff member. Having this data at your fingertips allows credit unions to: Monitor Peak Times: Identify busy periods to allocate resources more effectively. Understand Member Patterns: Gain insights into the types of services members are seeking and tailor offerings accordingly. Improve Efficiency: Reduce wait times by optimizing staff schedules and workflows. Enhance Member Satisfaction: Provide a smoother, faster, and more personalized member experience. Traditional Methods of Tracking Visits Before the advent of sophisticated lobby management systems, credit unions relied on more manual methods to track visits. Here’s a look at two common traditional methods and their pros and cons. Clipboard and Paper Pros: Simplicity: Easy to implement without needing technical expertise. Cost-Effective: Low initial setup cost as it only requires paper and pens. Cons: Data Accuracy: Prone to human error in recording and transcribing information. Time-Consuming: Manual data entry and analysis take considerable time. Limited Insights: Difficult to generate detailed reports or analyze data trends. Storage Issues: Physical storage and retrieval of paper records can be cumbersome. Spreadsheets Pros: Organized Data: More structured than paper methods, allowing for basic data sorting and filtering. Cost-Effective: Often uses software already available, like Microsoft Excel or Google Sheets. Improved Accuracy: Reduces some human errors compared to paper-based methods. Cons: Manual Entry: Still requires manual data input, which can be time-consuming. Limited Automation: Generating complex reports and insights can be challenging without advanced spreadsheet skills. Collaboration Challenges: Multiple staff members updating the same spreadsheet can lead to version control issues.   The Power of Data: How Detailed Reports from Lobby Management Systems Drive Credit Union Success In today’s fast-paced and ever-changing financial landscape, data-driven decisions are the backbone of successful operations. Credit unions are no exception; they require precise, actionable insights to remain competitive and enhance member experiences. Lobby management systems, such as Better Lobby, provide detailed reports and analytics that empower management to understand visitor trends, staff performance, and areas needing improvement. Let’s explore how this data is essential for optimizing operations and highlight innovative ways credit unions can use these reports to their advantage. The Importance of Data-Driven Decision Making Data-driven decision-making involves collecting and analyzing data to guide strategic decisions. For credit unions, leveraging detailed reports from lobby management systems can provide several critical benefits: Understanding Visitor Trends: By analyzing visitor data, credit unions can identify peak times, popular services, and member preferences. This insight helps in tailoring services to meet member needs more effectively. Evaluating Staff Performance: Detailed reports allow management to track staff performance, including the number of members served, average service time, and member satisfaction. This information is vital for performance reviews and training needs. Identifying Areas for Improvement: By pinpointing bottlenecks and inefficiencies, credit unions can streamline operations and enhance the member experience. Optimizing Staffing and Scheduling: Accurate data on visitor trends helps in making informed staffing decisions, ensuring that branches are adequately staffed during peak times while avoiding overstaffing during slower periods. Supporting Organizational Health: Continuous monitoring of operational metrics supports the overall health of the organization, enabling proactive adjustments and improvements. Innovative Uses for Lobby Management Reports Detailed reports from lobby management systems offer a wealth of information that can be leveraged in creative ways. Here are three innovative methods credit unions can adopt to maximize the benefits of these reports: Enhancing Staff Incentive Programs: Performance-Based Rewards: Use data on staff performance to create incentive programs that reward employees for exceptional service. Metrics such as the number of members served, average service time, and positive member feedback can be the basis for bonuses or recognition programs. Personal Development: Identify areas where staff members excel and where they need improvement. Tailored training programs can be developed based on individual performance data, fostering a culture of continuous learning and professional growth. Strategic Decision Making: Branch Expansion

How Better Lobby Drives Strategic Decisions for Credit Union CEOs

In the dynamic world of financial services, Credit Union CEOs are constantly seeking innovative ways to enhance operational efficiency, improve member satisfaction, and ensure compliance with regulatory standards. Enter Better Lobby—a sophisticated tool designed specifically for credit unions to streamline operations and enhance strategic decision-making. Better Lobby Drives Strategic Decisions, helping your credit union. This blog post delves into how Better Lobby equips CEOs with the insights and tools necessary to make informed, strategic decisions that propel their institutions forward.   Real-Time Data Access Understanding Real-Time Data Access Real-time data access is about getting the latest information right when it happens. Imagine you’re watching a sports game and seeing the score change the moment a goal is scored, rather than hearing about it the next day. For credit union CEOs, this means seeing what’s happening at their branches this very second—not last week or yesterday. Better Lobby’s system shows up-to-the-minute data on everything from member check-ins to service completion times. This immediate insight allows leaders to see how busy branches are, what services are being used most, and how quickly staff are handling requests. Impact on Decision-Making With real-time data, decisions can be made swiftly and more accurately. If a branch suddenly gets busy, a CEO can immediately decide to reallocate staff or resources to handle the increase in member traffic. This kind of quick thinking can greatly improve member satisfaction as it reduces wait times and enhances the overall service experience. Good to Know: Advanced Analytics (For those with a keen interest in data depth) While real-time data is invaluable for immediate decisions, Better Lobby also offers advanced analytical tools that allow for deeper insight. These tools can analyze trends over time, predicting future busy periods, and even identify potential areas for service improvement. This predictive capability is crucial for strategic planning, helping CEOs not only react to current conditions but also proactively prepare for future challenges and opportunities. Enhanced Member Insights Understanding Member Behaviors and Preferences Better Lobby’s analytics tools dive deep into the sea of member data, pulling up valuable treasures about what members like, what they don’t, and how they interact with your services. Just like a detective pieces together clues to solve a mystery, Better Lobby helps credit union CEOs understand the patterns and preferences of their members. This knowledge is critical because it tells you not just what your members are doing but gives clues on why they do it. For instance, if you notice a surge in auto loan inquiries every spring, you could prepare better offers or staff training around that time to capture more business and provide better service. Guiding Product Development and Marketing Knowing what your members want and need can significantly influence both the products you offer and how you market them. For example, if Better Lobby’s data shows a high demand for digital banking among younger members, a credit union could focus on enhancing its mobile banking app and tailoring marketing messages to highlight these features. This tailored approach ensures that products and services resonate more effectively with members’ needs, increasing uptake and satisfaction. Good to Know: Targeted Marketing Strategies (For those who appreciate the nuance in data application) Advanced segmentation capabilities in Better Lobby allow credit unions to not only understand broad member behaviors but also to segment these behaviors by demographics, transaction types, or other custom categories. This ability to segment can inform highly targeted marketing campaigns. For instance, if analytics reveal that members aged 30-40 are most likely to take out home loans, marketing efforts can be specifically designed and directed at this group, potentially increasing the success rate of these campaigns.   Streamlined Operations Optimizing Branch Workflow Better Lobby simplifies how credit unions manage the flow of members through their branches. By efficiently organizing queue management and appointment scheduling, it ensures that members spend less time waiting and more time engaging with services that matter. This efficiency isn’t just about speed; it’s about making each interaction as productive and pleasant as possible. For example, the appointment scheduling feature allows members to book their visits at times convenient for them, which helps distribute member traffic evenly throughout the day. This reduces peak-time congestion and improves the overall member experience. Reducing Operational Costs Streamlined operations translate directly into cost savings. With Better Lobby, your staff can manage more members with fewer resources, reducing the need for overtime costs and allowing you to allocate staff more effectively. Moreover, by predicting busy times and managing member flow, you can optimize staffing schedules to ensure that you have just the right amount of resources at the right times, avoiding both under and over-staffing. Good to Know: Resource Optimization (For those who delve deeper into operational strategy) Beyond immediate operational efficiencies, Better Lobby’s data can be used for strategic planning. The insights gathered from daily operations can inform decisions about branch layouts, the need for additional service counters, or even the potential benefits of opening new branch locations based on member traffic and service uptake. This kind of strategic use of operational data can significantly enhance long-term planning and resource allocation, ensuring that credit unions are not only managing their current operations efficiently but are also well-prepared for future growth and expansion.   Improved Member Satisfaction Personalizing the Member Experience Better Lobby plays a crucial role in elevating the member experience by personalizing interactions and minimizing wait times. When members visit your branches, they are greeted not just by a friendly face but also by a system designed to serve them efficiently and effectively. The software tracks member preferences and history, allowing staff to tailor their approach to each individual’s needs. For instance, if a member consistently inquires about loan options or savings plans, Better Lobby can prompt your staff with this information ahead of the meeting. This not only makes members feel valued but also increases the likelihood of satisfying their financial needs quickly. Driving Credit Union Growth A satisfied member is more likely to return and use

Better Lobby for Enhanced Branch Efficiency

In the dynamic landscape of financial services, credit unions face the dual challenge of enhancing operational efficiency while ensuring a seamless member experience across multiple branches. Better Lobby for Enhanced Branch Efficiency. This is where Better Lobby comes into play, revolutionizing the way credit unions operate with its innovative features such as Online Queuing and the Flexible Branch Video Module. These tools not only streamline operations but also fortify the connectivity between different branch locations. Streamlining Operations with Online Queuing Better Lobby’s Online Queuing system is a game-changer for credit unions aiming to optimize their member service experience. Before even stepping out of their homes or offices, members can check queue statuses and wait times at their preferred branch. This foresight allows them to plan their visits more effectively, reducing frustration and wait times. This advanced planning capability is especially beneficial during peak hours or promotional events, when branches typically experience higher foot traffic. Members can choose to visit at less crowded times, enhancing their overall experience and satisfaction. Furthermore, the Online Queuing system empowers branch staff by providing real-time data on incoming member traffic. This allows managers to allocate resources more efficiently, ensuring that staff levels are adequate to handle the anticipated service demand without unnecessary overstaffing or understaffing. For the branches, this means a smoother flow of members and enhanced management of service peaks, leading to a more balanced workload for staff. The system’s analytics also help identify trends and patterns in member visits, enabling strategic planning and adjustments to service offerings or branch hours based on actual member behavior and preferences. This strategic insight supports continuous improvement in service delivery, fostering a proactive rather than reactive approach to member management.     Online queuing systems offer numerous benefits for credit unions and can significantly enhance member satisfaction. Here are some key advantages: Reduced Wait Times: By allowing members to join a queue before arriving, credit unions can manage service flow more effectively, reducing on-site wait times and enhancing the overall member experience. Increased Efficiency: With better foresight into the number of visitors and their needs, staff can prepare in advance, improving operational efficiency and ensuring that members receive prompt and effective service. Improved Staff Allocation: Real-time data on queue statuses enables credit unions to optimize staff allocation, ensuring that resources are directed where they are needed most during peak times. Enhanced Member Satisfaction: The convenience of joining a queue remotely improves the service experience for members, leading to higher satisfaction and loyalty. Members appreciate the transparency and control over their time. Decreased Member Frustration: By minimizing uncertainties related to wait times and crowded branches, online queuing systems reduce stress and frustration for members. Better Data Insights: The data collected through online queuing systems can be analyzed to understand patterns in member behavior, helping credit unions make informed decisions about service improvements, branch hours, and staff training. Flexibility for Members: Members can choose the best time to visit based on real-time and forecasted wait times, which allows them flexibility and convenience, especially for those with tight schedules. Effective Communication: Integrated notification systems can alert members about their queue status or any changes, enhancing communication and trust between the credit union and its members. Environmentally Friendly: Reducing the need for physical tickets and relying on digital systems not only saves paper but also aligns with eco-friendly practices. Competitive Advantage: Offering an innovative service like online queuing can distinguish a credit union from competitors, attracting new members looking for modern and efficient banking solutions.   Bridging Branches with Flexible Branch Video Module The Flexible Branch Video Module takes inter-branch collaboration to the next level. This innovative feature enables staff stationed at one branch to effectively serve members located at another branch through secure video connections. This capability is crucial, especially when specific expertise is required—such as discussing mortgage options or investment plans—that may not be available in every branch. By leveraging video technology, credit unions can ensure that their members receive the expert advice they need, regardless of their physical location. Branch-to-branch video meetings offer significant advantages for credit unions and can greatly enhance member satisfaction. Here are seven key benefits: Expanded Access to Expertise: Members can access specialized services and expertise from staff located at other branches, ensuring that they receive the best possible advice and support without the need for physical travel. Improved Resource Utilization: Credit unions can optimize the use of their staff by allowing experts in specific areas (like mortgage advisors or investment specialists) to serve members across multiple branches via video calls. Enhanced Convenience for Members: Members enjoy the convenience of receiving expert consultations and completing complex transactions without having to visit multiple branches or wait for the appropriate staff member to be available at their local branch. Reduced Wait Times: By facilitating immediate connections with available staff across the branch network, video meetings can significantly reduce wait times for members seeking specialized services. Personalized Service Experience: Video meetings allow for a face-to-face interaction that is more personal and engaging compared to phone calls, enhancing the member’s experience and satisfaction. Increased Flexibility: Members can choose to connect with credit union staff from the comfort of their home, workplace, or the nearest branch, providing flexibility and adapting to the member’s lifestyle.   Enhancing Member Communication with NotifyNow™ NotifyNow™, an integral feature of Better Lobby, enhances the communication flow between credit unions and their members. It allows staff to send timely notifications to members, informing them when it’s almost their turn to be served. This feature is particularly beneficial for members who opt to wait in their vehicles or nearby locations, contributing to a safer and more convenient waiting experience. It ensures that members are kept in the loop in real time, reducing missed appointments and improving overall satisfaction. Key Takeaways about Better Lobby for Enhanced Branch Efficiency Better Lobby equips credit unions with the tools necessary to enhance operational efficiency across multiple branches while maintaining a high standard of member service. The integration of Online

Solarity CU Embraces an Omnichannel Strategy

Solarity Credit Union has transitioned its six traditional branches into teller-less consultative facilities featuring smart ATMs and video conferencing. The Yakima, WA-based credit union also uses remote video to serve members. Mina Worthington, President and CEO of Solarity, observes that “people would much rather meet with you via video than get in their car and have to drive to you and find parking, especially in metro areas.” Even with a deep commitment to digital banking, Solarity Credit Union remains a firm believer in branches. “Consumers want everything,” says Worthington. “They want the ‘Amazon experience’ online; they want you to have physical facilities as well….” Key Takeaway: This strategy of blending the digital with the physical is sometimes called “omnichannel.” Here at Better Branches Technology, we are at the forefront of providing leading edge software that supports credit union omnichannel visitor management strategies.

Taking a Consultative Approach

In a recent Banking Exchange article, this question was posed: Can education and consultations really keep traditional FIs competitive? The author states that the answer is a definitive Yes. He points to Best Buy as a real-world example. In a successful effort to differentiate themselves from Amazon and other pure online retailers, the electronics vendor introduced an advisor program in 2016 for free in-home consultations. This decision ultimately helped Best Buy built trust and loyalty that continues to help keep the company healthy today. Key Takeaway: As branch transactions continue to decline, the need for personalized advice and consultation continues to grow. Whether in-branch (via appointments or walk-in) or by Video (appointment or unscheduled), Better Lobby Solution makes it easy for CUs to hold productive and consultative member visits in whatever channel the member desires.

Video banking is becoming mainstream

AT&T introduced the Picturephone way back in 1964 at the New York World’s Fair, but video calling would not move into the mainstream until Skype came out in 2003. Video banking has also been around for many years, but it wasn’t until the pandemic hit that it became much more commonplace for Americans who suddenly became Zoom knowledgeable. Video banking opens up many possibilities for credit unions to: Deliver better member service Extend operating hours Shorten wait times Make more specialized skills remotely available Key Takeaway: Many members still value face to face contact and video banking steps up to add the convenience of digital face to face meetings that members need.

Digital-First Branch Remodeling

Digital banking practices and credit union branches are 100{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} complementary. Without a doubt, branches are enviable assets to online-only neobanks. However, one big question for CUs is how to integrate digital technologies into their lobbies. In a recent article in Banking Dive, an EVP at Mastercard offered these 5 suggestions: touch-screen interfaces staff as tech-enabled concierges video conferencing facial recognition upon arrival immersive virtual reality workshops Our Kiosk module can help with options 1 and 2, while our Flexible Branches Video Meetings module has you covered for option 3. Key Takeaway: When remodeling your branches, you need to carefully consider how to make them more “digital friendly” and we are here to help.

Redefine the Branch Experience

Research continues to show that most Americans still prefer branches for more complex financial needs and advice. The consensus among industry observers is that branches must quickly transition away from transactions to become centers of advice and sales. In order to make this transition, your branch staff will need the latest technology and tools that will empower them to better engage with members. One tool that helps deliver higher levels of service is texting. Americans of all ages enjoy and use texting on a daily basis for quick communication. We have developed texting tools that your members will appreciate, e.g., Text Me When I am Soon to be Served; Parking Lot Check-in via text; and Notify Now that permits your staff to text waiting visitors that it is their turn for service. Key Takeaway: Redefining the branch experience demands innovative software. This is our reason for being: providing innovative, affordable software solutions that help CUs deliver the highest standard of service.

Delivering Relationships

Well known financial consultant Dave Martin recently noted in one of his articles that “as banking increases self-service technology, our face-to-face interactions may become less frequent. Each one, however, becomes more important, not less.” One excellent way to ensure that each face-to-face interaction is meaningful is to allow your members to schedule appointments – either in-person or via video. Appointments ensure that your staff is properly prepared for the meeting in advance. Plus notifications – either email or text or both – remind your members to bring the necessary paperwork to the meeting which helps ensure that the meeting is successful on the very first visit. Key Takeaway: Appointments can play a key role in helping in boosting member satisfaction levels.

CU Branches Increase in First Quarter – 2021

According to a recent Credit Union Times article, credit unions across America are expanding their branch networks, not closing them as some would have you believe. Case in point: credit unions had 21,550 locations in U.S. states and territories on March 31, 35 more than they had Dec. 31. CU Times went on to state that “the list of new and refurbished credit union branches opened or in progress of opening soon is really at a potential record-level of activity right now.” Pre-pandemic or post-pandemic seems to make no difference to members from all walks of life – all demographics have the desire to interact with your staff in-person. Key Takeaway: Credit unions might be reducing their branch square footage and converting branches to technological hubs, but the “branch is dead” pundits are dead wrong. 

The Hybridization of Digital and Physical Banking

“Hybridization” is a branch strategy that melds in-person and digital banking; some people also call this trend “phygital.” Regardless of the label, it acknowledges that banking channels are not separate and that members want to use online and mobile for certain financial activities (ie, balance inquiries, check cashing and other basic transactions) and in-person for other usually more important and complicated issues (ie, mortgages, investment, all types of lending, etc.). They salient point here is that your members expect that your CU can provide a multitude of ways for them to handle their finances the way that they want to – anywhere, anytime and on their terms. Key Takeaway: Many members have a strong desire for human interaction when it comes to handling their important money concerns, and to help address this need we have developed our online queueing, appointment and video modules to make it as easy as possible for them to meet with your employees.

Branch Makeover Post-Pandemic

Despite the fact that Americans have learned to function without full branches for months during the pandemic, “customers still want to use branches,” says Robert Meara, a senior analyst at Celent. The evolution of branch usage post-COVID is essentially the same as before the pandemic closed lobbies: less transactions and more person-to-person advice. One key difference is that the person-to-person portion now may involve a video meeting. These video consultations can take two forms: 1) use of video-conferencing kiosks or conference rooms located inside branches so that members can talk to financial specialists not based in that particular branch, or 2) remote video from a member’s phone, laptop, tablet or PC. These video meetings can also occur in two ways: 1) unscheduled or 2) via an appointment. Key Takeaway: Our Flexible Branches Video Meetings module easily handles any combination of the above mentioned video scenarios – with no software to download – at a very affordable price point.

Silicon Valley in Mayberry

Some observers are pointing out that there is really no need to engage in any “digital versus branch” debates. Members want to trust that you can meet them wherever they are: in the branch, at home or on the go. It is all about convenience and what is the most appropriate way to handle each member’s particular issue. Online and mobile banking are well suited to basic transactions, while video and face to face are often preferred for financial advice and more complicated issues. Key takeaway: We have long recognized that members want both digital and branch options, so our solutions are designed to strike a balance between the personal interaction that is important to your members, while also providing digital options that many members desire.

Scheduling Appointments Will Become the ‘New Normal’ in Banking

A recent Financial Brand article highlighted several quantifiable benefits that appointments offer credit unions in addition to helping promote safety: Appointment scheduling produces new account growth Appointment scheduling improves access – members can better plan their day, and branch staff can more carefully meter lobby traffic Appointment scheduling can improve Net Promoter Scores Without a doubt, appointments provide for stronger member engagement and have quantifiable ROI. Key takeaway: COVID-19 has accelerated the use of appointments, but their acceptance and usage are sure to continue post-pandemic.

CUNA’s Michlig talks evolution of branches post-pandemic

CUNA Chief Engagement Officer spoke to Forbes recently about what the coronavirus pandemic means for branch traffic and he pointed out that “there’s always been a desire for credit unions to continue to have that in-person presence.” He suggests that branches post-pandemic will be used more for consultations with staff members as well as financial well-being programming. Both of these reasons for branch visits are perfectly suited to appointments. Members appreciate the convenience of setting an appointment to speak with an expert at their local CU branch, especially considering the financial stresses that are occurring for many families during the ongoing pandemic. Key Takeaway: Appointments are quickly becoming the norm for CU visits not only due to COVID, but because they are a boon to member service quality, as well as branch sales.

Revolutionizing Credit Union Branches: Post-COVID Branch Technology Trends

In a recent insightful piece featured in the Financial Brand, James Caliendo, CEO at PWCampbell, emphasized the critical role of embracing fresh branch technology approaches for the future prosperity of financial institutions (FIs) post-pandemic. Caliendo advocated for the expansion of branch technology offerings to include innovative tools such as interactive kiosks, iPad integration, digital marketing screens, and video conferencing—a sentiment we wholeheartedly support. From the COVID-19 pandemic, credit unions have had to navigate uncertainties and adapt to the new environment. Technology like the lobby management solution of Better Lobby have enabled credit unions to adapt during and after the COVID-19 pandemic. Credit unions are mission-first institutions that members and their local community rely on, include small business, the backbone of economies.  Empowering Small Businesses: The Credit Union Difference Credit unions are not just another financial institution—they are pillars of support for local communities and small businesses alike. Unlike traditional banks, credit unions operate as member-owned cooperatives, prioritizing the needs of their members and the communities they serve above profits. This unique structure enables credit unions to offer a range of tailored financial products and services specifically designed to support the growth and success of small businesses. 1. Access to Affordable Financing Credit unions understand the challenges that small businesses face when seeking financing. That’s why they offer competitive loan rates, flexible terms, and personalized lending solutions to help small businesses access the capital they need to thrive. Whether it’s a business loan, line of credit, or equipment financing, credit unions work closely with small business owners to find the right financial solution to meet their unique needs. 2. Personalized Relationship Banking One of the key advantages of banking with a credit union is the personalized service and relationship-focused approach they offer. Unlike large banks, credit unions take the time to get to know their members and understand their businesses. This personalized approach enables credit unions to provide tailored financial advice, support, and guidance to small business owners, helping them make informed decisions and achieve their goals. 3. Business Support Services In addition to financial products and services, credit unions often offer a range of business support services to help small businesses succeed. From business checking accounts and merchant services to payroll processing and cash management solutions, credit unions provide the tools and resources small businesses need to manage their finances more effectively and efficiently. 4. Community Impact Beyond their role in providing financial services, credit unions are deeply committed to supporting the communities they serve. By banking with a credit union, small businesses can feel confident knowing that their deposits are reinvested back into the local community through loans to other members and community development initiatives. This creates a cycle of support that strengthens the local economy and fosters growth and prosperity for all. Supporting Small Businesses, Building Stronger Communities In conclusion, credit unions play a vital role in supporting the growth and success of small businesses. With their focus on personalized service, competitive financing options, and commitment to community impact, credit unions are uniquely positioned to help small businesses thrive. By partnering with a credit union, small business owners can access the resources, support, and expertise they need to achieve their goals and build a brighter future for themselves and their communities. Meeting the Demands of Tomorrow with Better Lobby At Better Branches Technology, we have taken Caliendo’s recommendations to heart and have meticulously addressed each area with our Better Lobby modules, ensuring credit unions are equipped with cutting-edge solutions to thrive in the evolving banking landscape. 1. Interactive Kiosks & iPad Integration (Better Lobby Kiosk) Our Better Lobby Kiosk module redefines member engagement within credit union branches. By seamlessly integrating interactive kiosks and iPad functionalities, credit unions can offer members self-service options, empowering them to complete transactions, access information, and engage with personalized content at their own pace. From account inquiries to appointment scheduling, BL Kiosk 5 enhances branch efficiency while delivering a tailored experience that resonates with members. 2. Digital Marketing Screens (Better Lobby Wall Display) The Better Lobby Wall Display module transforms traditional branch environments into dynamic, interactive spaces. With eye-catching digital marketing screens, credit unions can captivate members’ attention with targeted messaging, promotional offers, and educational content. By leveraging the power of visual communication, BL Wall Display enhances brand visibility, drives product awareness, and fosters deeper connections with members, ultimately driving engagement and loyalty. 3. Video Conferencing (Better Lobby Flexible Branches Video) In today’s digital age, the ability to connect with members remotely is more important than ever. Our Better Lobby Flexible Branches Video module empowers credit unions to offer virtual banking services through seamless video conferencing capabilities. Whether members seek financial advice, assistance with complex transactions, or personalized consultations, BL Flexible Branches enables credit unions to deliver the same level of personalized service virtually as they do in-branch, fostering trust and convenience while expanding access to financial services. Key Takeaway: Enhancing the Member Experience through Technology While technology will never replace the value of face-to-face branch interactions, its role in enhancing the overall member experience cannot be overstated. By embracing innovative solutions like Better Lobby, credit unions can position themselves at the forefront of member-centric banking, driving satisfaction, loyalty, and long-term success in the post-pandemic era.

Parking Lot Check-in Proves Popular

We have been getting very positive feedback on our new Parking Lot Check-in feature which is a simple and easy to use feature that conveniently checks-in members from the safety of their cars. It is not that surprising  because this latest addition to our Better Lobby Online Queuing module was developed as a direct result of CU client feedback With lobby traffic limited in many areas of the country, CUs are looking for ways to remain efficient while simultaneously creating a safe environment for their branch visitors. Online Queuing and Parking Lot Check-in are ideally suited to achieving these goals. Key Takeaway: The benefits of this Parking Lot Check-in functionality are numerous not only when social distancing measures are in place, but we feel that they will continue to resonate with members long after the COVID-19 pandemic passes.

How Video Banking Can Bolster CUs During Difficult Times

In a recent BizTech article, web editor Keara Dowd stated that FIs that have deployed video banking have seen “direct returns on the investment. That is because video banking helps: increase consumer satisfaction create more intimate service levels increase the view of the CU as an innovative organization provide excellent business continuity Key Takeaway: Video banking is here and now and doesn’t have to be complicated or expensive. Our Flexible Branches video meetings solution supports unscheduled meeting and appointments, does not require any apps or software to be installed for visitors or staff, and is very affordable.

Branch Banking Remains Popular After COVID-19

In a recent poll conducted by Boston Consulting Group, just 3{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of Americans said they would stop using branch banking altogether in response to the coronavirus pandemic. Without a doubt, this means that closing branches would not be advisable. Yet, CUs must seriously rethink how they plan to handle lobby visits post-pandemic. Better Lobby offers may ways to keep your lobbies open – both safely and efficiently: Appointments Online Queuing “Text me when I’m soon to be served” Key Takeaway: Your members expect and want access to face to face meetings. Fortunately there are affordable ways to meet their needs.

Branch Visits Remain In Demand

In a recent poll conducted by Boston Consulting Group, just 3{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of Americans said they would stop using branch banking altogether in response to the coronavirus pandemic. With demand for branch banking continuing, CUs will have to rethink how they handle in-person visits. One way to safely and effectively handle lobby visitors is by using our new “Text me when I’m soon to be served” feature in Better Lobby. Busy branch visitors who check in using Kiosk 5 can now receive a text when they are near the top of the service queue, thereby allowing them to wait for branch service wherever they like. Key Takeaway: As branch traffic ramps up, Better Lobby Kiosk 5 provides excellent options for implementing social distancing for visitors.

The Branch Experience

According to a recent report from research firm Celent, “when it comes to quick questions, the call center beats text messaging, chatbots or social media. But for longer conversations on financial advice, new account or loan applications, and other key life transitions, customers across all age groups still prefer in-person interaction.” They conclude that financial institutions “should invest in making their branch experiences more seamless and powerful.” Key Takeaway: Despite overwhelming satisfaction with mobile/online banking tools, along with increased digital channel adoption levels during the pandemic, many members still have a strong desire for in-person service. We can help you make these branch experiences more seamless and productive via our appointment scheduling and online queuing tools.

Digital & Branches Are Completely Complementary

Over the years, many new banking channels have come on the scene: ATMs, Telephone Banking, Online Banking, Mobile Banking, Video Banking and more. After every advancement, some pundits have always predicted that the latest innovation will replace branches. However, the reality is that new channels have never replaced old channels – they merely add another layer of convenience for the member. It is safe to assume that this multi-channel reality will remain post-pandemic. Banking consultant Dave Martin sums it up nicely: “I believe that customers of well-run financial institutions are going to come out of this period with newfound appreciation for digital and remote channels, while also becoming more grateful for the physical presence of branches and bankers.” Key Takeaway: Digital channel usage is currently accelerating, but branches remain relevant. At Better Branches Technology, we are committed to helping connect all channels so that CUs can continue to deliver great service, however members choose to interact with them.

CUs excel at Personalized Service

The 2019 Retail Banking Report from Bain & Co. found that community FIs were experiencing ‘rampant’ leakage of accountholders to BigTech, Fintech and specialist start-ups. These companies often offer robust mobile apps and full featured websites that appeal to digital consumers. Yet survey after survey shows that all demographics – even so-called digital natives – still visit branches anywhere from monthly to at least quarterly on average. Some research even reveals that credit union members desire more personalization and in-person interaction at the branch than bank customers do. Why is this the case? Of course, people want to feel like they have physical access to their money, but more importantly they seek face-to-face financial guidance and personalized assistance that digital channels cannot provide. Personalized assistance is where CUs have always shined – members can count on their CU to deliver friendly service and consultative advice. Key Takeaway: In these difficult times, people are trying to maintain some degree of normality. Keeping your lobbies safely open, perhaps by appointment only as quite a few CUs and other organizations are doing, is one way your CU can continue to provide personalized service in a familiar environment.

Members Still Desire Branch Access

Without a doubt, digital channels are truly helping members handle many of their transactional banking needs during the current coronavirus pandemic. This increased online/mobile transaction volume has led some pundits to suggest that post-pandemic there will be little to no need for branches. But as long-time banking consultant Dave Martin wisely points out: “what customers desire is access to bankers. Customers do not miss the buildings. They miss personally interacting with and being assisted by actual bankers.” Key Takeaway: Even your most fervent digital-first members are not digital-only – most still desire face-to-face human contact in your branches when making important financial decisions.

Branches as Advice Centers – Even More Important Going Forward

Jon Voorhees, a banking Consultant at Peak Performance Consulting Group, predicts that “the need for advice or account services will increase as more customers need help charting a new path forward financially in a post-pandemic world. The role of the branch has already been shifting more to an advice center in the last few years and that trend will accelerate.” Financial advice is best delivered face-to-face and when both parties are well prepared and have set aside a dedicated block of time to hold these important discussions. Both of those conditions are best met by appointments. Key Takeaway: One-on-one appointments with CU staff can easily be scheduled online using the Better Lobby Mobile Appointment Booking Tool. Appointments not only remind visitors of the date/time of their appointment, but also remind them to bring the information necessary to the meeting, while simultaneously providing staff the opportunity to thoroughly prepare for the meeting in advance.

Branches and Digital Enablement

In Deloitte’s 2019 Banking Industry Outlook report, the “Big Four” accounting firm notes that “the importance of the branch in attracting and retaining customers, contrary to conventional wisdom, should remain…branches will continue to have value, especially with greater digital enablement.” And their global consumer survey backs up this prediction – it showed that respondents were likely to increase branch use if the following features are offered: Extended service hours through virtual remote services with a representative 36{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Digital screen self-service with representative help if needed 34{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Ability to schedule a personal appointment for a virtual video meeting with a representative 31{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Key Takeaway: Of course, this 2019 poll was taken before the current pandemic, so one can only imagine that these percentages have risen. Whether your members need to meet with a product specialist or a contact center agent, appointments improve the efficiency and personalization of both face-to-face and virtual interactions.

The Branch is Still a Rock

In a recent timely article, long time banking consultant Dave Martin offered some insightful observations on the value of branches: “Our branch employees will have numerous opportunities over the next few months to strengthen relationships and build customer loyalty like few other times in history.” “There will be many customers dealing with unplanned issues and concerns caused by an economic disruption, and in anxious times folks are drawn to positive, empathetic, and helpful people.” He concludes that: “In trying times, branches are the rocks of many folks’ banking relationships.” Key Takeaway: At Better Branches Technology, we are fully committed to helping credit unions be that rock for their members. We have numerous solutions that can help CUs keep their lobbies open while safely and efficiently serving members.

Streamlining Your Branch Operations

Two major prerequisites for streamlining branch operations are measurement and analysis. There is an old – but true – saying: You can only manage what you measure. As Kerim Tumay of Kiran Analytics recently pointed out in a recent article: “In order to improve operational efficiency, you need to have an unbiased, detailed view of customer arrivals, wait times, and branch workflows, as well as how associates are spending their time on both serving customers and completing non-customer-facing activities.” Key Takeaway: One of the easiest and best ways to streamline your members’ lobby experience is to introduce a robust visitor management system. Better Lobby captures a variety of metrics that are important to management – in short, it measures “hard to measure” metrics that help your CU improve sales and member service, while lowering overall cost-of-service.

Visit History Link

The Better Lobby Visit History Link provides CU staff with fast and easy access to past member visit information enabling them to better serve the member on the current visit. Member’s Visit History ReportPressing the “Visit History” link pops the report below, showing the member’s past branch visits in chronological order.

Adding Value to Branch Digital Signage

For many years lobby digital wall displays have presented branch visitors with news, sports updates, financial health tips, fraud alerts, video footage featuring volunteer events and fundraisers, and of course CU products and services pitches. Yet one often overlooked feature is showing waiting members their position in the service queue. Better Lobby Wall Display module not only shows visitors their place in line, but it can also be configured to identify those visitors that have appointments, so that “walk-in” visitors are not surprised when those with appointments are served before them. It also supports our new Online Queuing module by showing members who have “virtually checked-in” remotely. Key Takeaway: Boost the usefulness of your digital displays – and your member service levels – by showing your branch visitors their position in the queue with the affordable Better Lobby Wall Display module.

There is Synergy in Blending the Physical and Digital

By some accounts, digital brands with a physical presence grow eight times more quickly. For example, Amazon continues to make a big push into the physical channel – the online giant recognizes that there is synergy in blending the physical and digital, where all touchpoints support each other and understand what role they play. We pride ourselves on providing CUs with the tools that they need to build bridges from their digital channels to their branch network, e.g., our Mobile Appointment Booking Tool and our latest Online Queuing module which enables branch visitors to place their name in the Better Lobby Main Service Queue (for walk-in service) before arriving at the branch so that they spend less time waiting in the lobby for service. Key Takeaway: Your members are increasingly moving their transactional banking to mobile/online banking, yet they still have a huge desire for physical experiences, and this will never change.

Branches as Sales Generators

According to research by McKinsey & Company, while 60 percent of banking consumers use digital channels, online banking only generates 25 percent of sales. Their conclusion: Branches remain relevant, particularly for new accounts and product sales efforts. Our CU clients have found that our Appointment Scheduler helps increase branch sales success by reminding visitors to bring the information necessary to the meeting, while providing staff the opportunity to prepare for the meeting in advance. The bottom line is that appointments positively impact branch sales. Key Takeaway: the branch remains a mainstay of account openings and sales efforts as well as a key component for long-term member relationship building.

Cutting Edge Kiosk Features

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

A First in the CU Marketplace: Online Queuing

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

Consumers still turning to branches to open new accounts

When it comes to opening new accounts, consumers still tend to trust the branch over digital channels, according to a new study from Forrester Research. It turns out that while the digital channels remain important, the ongoing importance of a human touch cannot be ignored. Seventy-one percent of U.S. adults who regularly use the Internet still go to a branch when opening a new checking account, the Forrester study observed. For savings accounts, 64{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} go to a branch, while 53{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} open certificates of deposit at branches. Key Takeaway: Without a doubt, credit unions of the future will only prosper with human touch member service.

What Age Demographic Visits Branches Most Often?

This simple question has quite a surprising answer according to Mercator Advisory Group’s research: Among those who visit a branch over twice a month – young consumers visit most often! Here are some more interesting stats from the research firm’s recent report: 56{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of 18-34 year old consumers visit their branch over twice a month Nearly a half of all consumers (46{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) visit a branch twice a month One fifth of consumers (21{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) visit a branch once a week Key Takeaway: The branch remains extremely relevant and CUs must strive to make it as convenient as possible to visit their branches by offering appointments, self check-in kiosks and other technologies the help ensure a positive member experience.

Branch vs. Digital Banking Debate

A recent Financial Brand article highlighted the fact that too much focus on the back and forth debate over branch and digital preferences of consumers diverts attention from providing a superior member experience. The article concluded that people expect hassle-free interactions and a satisfactory result no matter how they do business with your credit union. Our CU clients have found that offering appointments to their time-pressed members is a great way to build a bridge between their branches and their digital channels. They note that the convenience of quickly and easily booking a branch appointment helps boost member satisfaction levels, while increasing staff productivity. Key Takeaway: Your CU can help solve the Branch vs. Digital conundrum by allowing members to schedule appointments via the Web, mobile devices or by contacting agents through your contact center.

Millennials Still Want Branches

“As Millennials grow older, they express increasing interest in visiting a physical location once they have exhausted their online research,” states Joe Wheeler, Senior Director, Mid-Size Bank Practice at J.D. Power. He also emphasizes the fact that CUs that want to exploit this opportunity to work with Millennials must make sure branch staff is appropriately prepared. We would add that the best way that they can be prepared for these important branch visits is by appointment scheduling. Key Takeaway: Not only do our appointment tools provide your staff the opportunity to prepare for meetings in advance, but follow-up meetings are also made easier to arrange as staff can be identified by name and picture on our Mobile Appointment Booking Tool.

Effective Financial Guidance Starts with Appointments

In a recent article in Forbes, a CUNA Mutual Group executive stated that a retail branch model that focuses on in-person advice and service is the branch’s most promising future. He states “fully 78{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of retail bank customers want guidance from their banks, according to a JD Power study. And the most effective way to deliver that guidance is still face-to-face.” We would add that the best way to deliver this advice is by appointment. If branches are the ideal place for complex conversations to take place, then the best way to make sure that the right person is available to handle these important lengthy consultations is to have an appointment booked on their schedule. Key Takeaway: Our Mobile Appointment Booking Tool gives your staff the opportunity to thoroughly prepare for their meetings in advance, and also increases branch sales success by reminding members to bring the information necessary to the meeting.

What will the Branch of the Future look like?

In a recent article in Finextra, Andrew Beatty, FIS Head of Banking Strategy, concluded that: The Branch Isn’t Dead; It’s Reborn. He predicted that future branches will be become much more inviting – think coffee shops – and that visitors will be greeted with tablets where universal bankers can assist them with all banking needs. We agree – and to help your staff accomplish this goal we offer our Better Lobby Kiosk 4.0 module which supports both visitor self check-in and Concierge staff check-in (or any combination thereof). Key Takeaway: CU branches of the future must be member-centric in nature, and we are here to help you meet this goal.

Appointments help CUs keep branches alive and thriving

A recent CU Journal article pointed out that members no longer visit branches to complete transactions that they can do online. Instead they stop by for help with more complex issues, such as applying for a loan, opening an account, seeking financial advice or dealing with a problem. While we certainly agree with this assessment in general, increasingly “stop by” is not applicable. That is because more and more CUs are adding appointment setting capabilities such as those delivered by our Mobile Appointment Booking tool to their website. Many members find it much more convenient to schedule an appointment than to simply stop by a branch, while CUs are finding that allowing their members to book appointments is a great way to increase long-term loyalty. Key Takeaway: Appointments are a great way to grow brand awareness, increase your staff productivity, open more accounts, and develop your member base.

Branch Service Enters a New Era of Appointments

In a recent Credit Union Times article, iQ Credit Union’s SVP of Retail Delivery Ali Migaki said the most common reasons for branch visits today at their CU are to: 1) open a new membership; 2) discuss major financial moves that will impact the member’s life; and 3) pick up a new payment card after a fraud incident instead of waiting for one in the mail. All 3 of these reasons are well suited to the use of appointments to facilitate a successful single visit meeting. Our Appointment software reminds visitors to bring all of the important information necessary to the meeting, while providing staff the opportunity to properly prepare for the meeting in advance. Plus our Appointment Assistant feature is a perfect tool for helping CU contact center staff – or any CU employee – confidently book member appointments with co-workers who are qualified to perform any particular service. Key Takeaway: Many of your members still strongly desire face-to-face meetings and will appreciate the ability to conveniently book an appointment on their mobile device, tablet or computer.

The Branch Debate

In a recent blog, Mark Smith, President of Kitewheel (a self-described new-age Marketing Technology company), calls for FIs to “fully integrate branch networks with all the other digital channels…” and points out that consumers “want to be able to use both physical and digital systems whenever they choose – and they expect them to work together, in perfect harmony.” We couldn’t agree more with his recommendations – it often seems that too much time is wasted on “the branch is dead” debates when consumers of all ages still want to visit branches. Credit unions need to continue working on an always-on member experience that meets members where they want to be met. Our Better Lobby platform is specifically designed to make this important connection between your digital channels and your branch network. Key Takeway: Allowing members to book appointments 24/7 on their mobile device, tablet or computer with your CU underscores that your CU offers a full range of options, and places a priority on convenient and timely access to your branch staff.

Branch Transformation Trends

Branch Transformation for Financial Institutions, a complimentary industry guide produced by ATM Marketplace, takes an interesting look at how can FIs integrate physical and digital channels in order to achieve a truly omnichannel “phygital” strategy. The guide covers new tech for the teller platform, video systems, and tablets. Our Better Lobby platform integrates with all of these areas, e.g., our Fast Visit Recorder can help with teller/universal banker productivity; our Video Meeting Queue Module provides the member service management component missing from video conferencing systems; and our user-friendly Kiosk software supports all manner of tablets for both Self Check-in and Staff Concierge visitor check-in. Key Takeaway: We believe branch transformation can be a competitive differentiator for your CU, and we are here to help you use technology to provide a superior member experience.

Branch Customer Experience (CX) Remains Important

Recently Celent’s Bob Meara recently published a report titled Solutions for Optimizing the In-Person Customer Experience. In his research, he found the opportunity is significant. Unlike digital, where the report highlights the fact that FIs have a bevy of precise metrics to evaluate and optimize the CX, the research firm points out that the branch lobby remains comparatively poorly understood. Our Better Lobby platform was developed specifically to address this need to granularly understand branch visitor metrics. Better Lobby accurately measures the visitor experience – both walk-ins and appointments – and provides dozens of helpful reports that were developed directly from CU feedback. Key Takeaway: Your lobby is arguably the most important interaction point within your CU – we are here to help you meet your lobby management requirements.

Technical Innovation in CU Branches

Codigo, a provider of marketing tools, released research that shows that the number of FIs planning to equip universal bankers (or other staff members) with tablets shot up 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2017 to 51{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018. Interactive kiosks and interactive teller machines both came in at 44{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018, a ten percentage point increase. Both video conference technology and the trendy “video walls” saw increases (from 13{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} and from 8{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 28{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} respectively). We are well prepared to help CUs of all sizes, affordably address these important trends: For tablets and kiosks, we offer our Kiosk for Self Check-in and Concierge module that can be used on an iPad, Surface Tablet or touch-screen equipped PC – this software frees visitors to engage in other branch-provided activities with the confidence that staff know of their arrival and that they will be served in the appropriate order. In terms of video meetings, our Video Meeting Queue Module makes it possible to seamlessly manage and serve branch visitors from any video-equipped location. When it comes to “video walls”, we provide CUs with our Branch Service Queue Display module that allows waiting members to know their position in the service queue – it is compatible with a variety of standard flat screen monitors and its appearance can be fine-tuned to meet your operational and branding requirements. Key Takeaway: It is essential that Credit Unions use technical innovation to compete in their local marketplace. Better Branches Technology is here to help.

Supercharge member engagement in Branches by working closely with your Contact Center

Many members believe all channels should work in concert, including the branch. The staff in your contact center and branches should understand the member’s journey without members having to provide them with their contact details.   Using our Better Lobby Appointment Assistant, combined with our Pseudo Host Database, your contact center agents can easily book appointments for your members with a few clicks of the mouse – no need to ask for the member’s email and phone number because the Appointment Assistant can quickly pre-fill those fields, along with their first/last name. Key Takeaway: The Appointment Assistant module makes it easy for all staff to create appointments on any Better Lobby calendar utilizing member information contained within Better Lobby.

Technology Improves In-Person Branch Operations

According to industry consultant Richard Crone, “you’ll lose a customer for an unreasonable branch experience, but they’re not integrating the branch with the mobile app. The best way to do that is with a scheduling capability.” We agree with his assessment – allowing members to use their mobile device, tablet or computer to book an appointment with your credit union builds a bridge from these digital channels directly to your branches. Key Takeaway: Members do not want to waste their time standing in a queue or sitting around waiting in a lobby for the next available representative. Appointments help solve these issues and create a positive branch experience.

Generation Z and Branches

GenerationZ — folks born after 1996 — will be the most diverse generation in the U.S. by2020, and at their peak will hold some $143 billion in purchasing power. Tolearn more about this generation, UNiDAYS polled 1,000 Gen Zers to see how theyfeel about money. They found two interesting facts – one quite obvious (95{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of those surveyed use their phoneexclusively to access their account) and one more surprising to many people (45{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}of those surveyed are hesitant to open an account with an online-only bank; 70{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}of those say it’s because they want a physical branch location). Key Takeaway: Credit unions looking tocater to Gen Zers must find a way to merge the two worlds of the mobile and thebranch since both of them highly desired by many young people. We believe onekey way to build this bridge is by allowing them to book branch appointments with your staff via their mobile devices.

Branches Key Factor in Switching FIs

New research from Resonate on the reasons people switch primary banking providers indicates that there are 5.6 million people in the U.S. who plan to switch FIs in the next 12 months. Among women surveyed about switching, the top three reasons for switching FIs were: more convenient branch locations (34{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) better service (19{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) better online/mobile banking services (19{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) “The data paints a picture of banking consumers who want more personalized services and technology,” says Ericka McCoy, SVP of Marketing for Resonate. Key Takeaway: To deliver more personalized and convenient service, many credit unions are adding appointment booking capabilities to their branch network. Appointments enhance the CU’s image and encourage more branch visits which provide increased opportunities for personalized service, cross-selling and up-selling.

Mobile Video Banking Ready for Growth

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

Branches for the Digital Age

McKinsey and Company believes that far from rendering the branch obsolete, digital technology holds the key to the branch of the future. They state that smart-branch transformation builds on three pillars: the seamless integration of cutting-edge branch technology, which has become cheaper, more reliable, and more accessible; the adoption of radically new, teller- and desk-free branch formats at every location; the use of digital technology and advanced analytics to improve the operating model in branches, including personalized, data-driven sales and real-time performance management and skill development Key Takeaway: Better Branches is here to help credit unions with their smart branch efforts via these modules: Video Meeting Queue Module; Kiosk for Self Check-in and Concierge; Branch Service Queue Display; and Mobile Appointment Booking Tool.

Digital Interactions Are Fine, to a Point

Two surveys, done by New York-based financial services research and advisory firm Celent in February and released this month, asked over 2,300 U.S. adults when, how and why they want face-to-face interactions with their financial institutions. The surveys found that the majority (55{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) wanted in-person interactions when they felt a conversation was necessary, and 77{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} wanted face-to-face engagement for “substantive conversations,” including for things such as getting advice, setting goals or applying for a new loan or account. Notably, even 93{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of millennials in the surveys said they preferred some things to be handled in person. Plus, according to the survey data, a poor branch experience was the most likely reason respondents said they would switch financial institutions. Creating a positive branch experience has been Better Branches mission since our inception in 2003. Our Better Lobby solution supports both visitor Kiosk Self Check-in and Concierge Check-in by your branch staff thus ensuring a great first impression. Key Takeaway: Members and visitors from all demographics have high expectations when visiting your CU’s branches to open new accounts. A robust visitor management platform such as Better Lobby can greatly assist in leaving a positive impression and building brand loyalty.

Credit Unions Reinvent the Branch Experience

In a recent interesting Credit Union Times article, Peter Strozniak pointed out that “to create that experiential brand marketing, credit union executives are redesigning branches and cross-training staff to make the credit union experience personal, memorable, different and engaging – indelible positive member emotions that simply cannot be duplicated through digital channels.” As more CUs transition to “branch of the future” designs, they will need to implement new software tools and techniques. Here are three ways that Better Lobby can help: • Fast Visitor Recorder – provides an efficient, accurate way to record short visits in a Universal MSR environment • Video Meetings Queue – makes it easy to connect your staff to your members via video technology • Mobile Booking Tool – plays a key role in every CU’s Future Branch strategy Key Takeaway: New branches with open designs facilitate valuable face-to-face interactions between staff and members, especially when combined with a robust visitor management and appointments platform.

Global Video Banking Survey

Vidyo recently released the results from their Global Video Banking Survey and the data shows that consumers who have experienced video banking want more of it. Whether through online video banking (85{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers said they would use it again) or in-branch video banking (90{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers said they would use it again), consumers find tremendous value in interacting with their financial institutions via video. Our experience working with our CU clients using video concurs with these findings, and also shows that connecting expert staff with branch visitors via video provides a great opportunity to improve member service, increase staff utilization and reduce branch cost. Key Takeaway: Our Better Lobby Video Meeting Queue Module (VMQ) module is perfectly suited to help bring your CU into the video world – whether it is online or in-branch video banking.

Another Study Supports Popularity of Branches

Branches remain essential for handling financial matters for a significant number of consumers, according to a new report from Phoenix Synergistics entitled “The New Digital Bank Branch.” Not surprisingly, Baby Boomers are most likely to hold this viewpoint, however, an impressive number of Millennials – more than four in ten – find branches essential for their banking needs. The branch remains the place where many members want to conduct their most important business so it is critical for CUs to continue to invest in their branches in order to meet this ongoing critical demand. Key Takeaway: Our Better Lobby solution helps drive member satisfaction levels by making member branch check-in and service tracking fast and easy.

Automated marketing campaigns are clicking with members

A recent CU Journal article noted that many credit unions are deploying adaptive email marketing automation campaigns that are increasing new balances, spiking auto loan applications and converting anonymous website visitors to being “known.” In a similar vein, one of our clients recently came to us and asked if we could help them obtain accurate and timely responses from their members when their branch visit was fresh in their minds. In response, we developed the Survey Trigger. This module, which works in conjunction with third party survey software, can be configured to send a text or email survey to a member when their memory of visit is fresh, e.g., 15 minutes to 1 hour after their branch visit. Key Takeaway: At the conclusion of the branch visit, Better Lobby Survey Trigger Module reminds staff to invite members to be surveyed, records their responses and sends the “yes, I want to be surveyed” responses to your survey software provider together with the required member information. We believe that this “Voice of the Member” tool would be a good addition to our client’s marketing tool kits.

Long live the branch

In a recent interview, Diebold Nixdorf’s director of business development, design and new technology incubation Dave Kuchenski commented that once all FIs master the digital experience (and they will because those who don’t won’t be around), the differentiator becomes physical. Mr. Kuchenski added that means determining who comes into the branch and why and then providing an optimal experience for each of them when they do visit. We completely agree – the fact is that managing and serving waiting visitors in a today’s credit union branches requires new tools and techniques like our Better Lobby Solution Key Takeaway: Our Better Lobby platform makes visitor check-in and service tracking fast and easy, and was designed from the ground up to provide an optimal experience for your members.

Community Choice Credit Union Invests in Branch of the Future

Community Choice Credit Union EVP/COO Dan Munro recently took time out of his busy schedule to do an interesting video interview with CUBroadcast: Press Here Dan firmly believes the branch – or “Member Center” as Community Choice calls it – is not dead by any stretch of the imagination. It’s just evolving. We agree wholeheartedly! Take a few minutes to watch the video interview and hear about how Community Choice recently successfully converted an old gas station into a new “branch of the future” location. Key Takeaway: Better Branches is proud to have Community Choice as a client and have them using our Better Lobby Main Service Queue and our Kiosk for Self Check-in and Concierge to power their branch network and better serve their members. Plus as Dan mentions in the interview, we are excited to help them roll out appointment booking in 2018.

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.

Innovation and Appointment Booking

In a recent blog, NCR stated that “innovation and development in the self-service channel will give branch staff more freedom to focus on activities that can deliver genuine value for the business….” Online appointment booking is perfectly suited to achieving this goal of focusing on activities that can deliver genuine value, e.g., opening more accounts, closing more loans, etc. Key Takeaway: Online appointment booking helps with efficiency, and you know exactly why the member is coming in, so it helps with engagement. Without a doubt, appointments help improve sales and service performance in branches.

Booking Rooms as well as Branch Specialists

The start of a new year is always a good time for predictions. Jon Voorhees, a consultant with Peak Performance Consulting Group , makes this prognostication for branches: “Customers may be able to communicate with branch personnel via Skype and more banks will also have private soundproof rooms in which customers can have face-to-face conversations with offsite bank specialists via video-conferencing.” We could not agree more, and it is interesting to note that he mentioned rooms as well as specialists. We recently addressed this need with enhancements to our platform that coordinate video conferences for both staff, and up to two video equipped conference rooms that may be required for a meeting. Key Takeaway: Make sure that any appointment booking solution that your credit union considers is capable of booking rooms as well as appointments for your employees.

Video Conferencing is a Top Branch Priority

At the recent Future Branches conference, attendees were surveyed on many topics. In terms of the “technology needed in the branch of the future,” 63{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} indicated that enhanced ATMs and video sessions with advisors were their top priorities. “Mobile” finished second in the poll which is interesting because most people would not think about mobile and branch technology together. But they can certainly complement each other, e.g., our Mobile Appointment Booking Tool allows members to quickly and easily schedule appointments from any mobile device, tablet or computer. Key Takeaway: You can “future proof” your credit union by investing in a branch scheduling software now and add video conferencing as your budget allows.

Millennials are visiting Branches

Qualtrics, in conjunction with Accel, recently surveyed 8,000 adults to learn how the different generations approach their money and payment options. What they found is that while Millennials are heavy mobile banking users, 30 percent of them report that they visited a financial institution branch in the past week. Meanwhile, 33 percent of baby boomers said the same. Key Takeaway: all demographics want to keep using digital channels and still visit branches, because convenience and access are important to them all!

Summit Credit Union Enjoys Robust Branch Traffic

Summit Credit Union is a large – $2.4 billion in assets and more than 153,000 members – and progressive credit union that is the second largest credit union in Wisconsin. Rebecca Gerothanas, SVP of Operations at Summit, states that “electronic banking is gaining in popularity; there is no doubt about it,” but she quickly adds “people still want to have a branch nearby and come to our branches for a variety of financial needs.” Their 34 branches remain busy opening new accounts, providing loans, and offering investment services and dispensing financial guidance. The last three activities are particularly well suited to appointment setting capabilities delivered by software such as our Mobile Appointment Booking Tool, while the first is optimized by software like our Better Lobby platform that supports both visitor self check-in or concierge staff check-in.  Key TakeAway: Credit unions still rely on branches to add new members and deliver stellar support to existing members so credit unions must build software bridges between their branches and their digital channels in order to help keep their members happy.  

The Branch of the Future Will Still Be a Branch

Over the years, telephone banking and ATMs were going to replace the branches, then online and mobile banking were pegged as “branch killers.” Members now have more banking options ever – especially when it comes to handling routine transactions and balance inquiries, yet survey after survey shows that consumers in all age groups still value branches.   Dave Martin, a long time banking consultant (www.bankmechanics.com), rightfully points out that people “do not really want physical access to branches. They want physical access to bankers. Branches just happen to be where we keep them.” While mobile/online banking, bill pay and ATM networks offer tremendous convenience, they will never replace the personal assistance of a human being at a branch. Key Takeaway: Not much shows that you value your members’ time more than allowing them to book appointments with your staff – this is truly service with a personal touch. We’ve made it easy and affordable to implement one-on-one appointments with your CU’s branch employees by using our Better Lobby Mobile Appointment Booking Tool.