Category: Workforce Management

Branches and Appointment Making

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 While some product names and screenshots may be outdated, we’ve kept it here for historical reference.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

Banking Satisfaction Factors

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

Branches and Mobile – A Perfect Pair

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

Branches still offer the best opportunity for engagement

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

Building a bridge from mobile to the branch

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

Empower Your Members with Mobile Booking

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

Call Centers and Branches means Better Member Experience

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

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

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

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

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

4 Productivity Myths—and How Better Lobby Helps Bust Them

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

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

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

Why Branches Still Matter in a Digital World

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

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

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

Appointment Calendars Help Smooth Out Branch Traffic

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

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

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

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

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

Transforming Branch Experiences: The Power of Video in Credit Unions

The financial industry has witnessed significant transformations over the years, with technological advancements reshaping the way financial institutions interact with their clients and members. One notable trend that has emerged is the integration of video technology within branch operations. In this article, we explore the various uses of video in credit union branches, highlighting its role in enhancing customer service, efficiency, and overall member experience. Video Technology in Branch Operations In her article “Makeovers Turn Out Smaller, Sleeker, Smarter Branches” published in American Banker, Mary Wisniewski discusses the adoption of video technology in modern branches. This innovative approach allows credit unions to leverage video for teller and platform services, facilitating a more streamlined and personalized interaction with members. Enhancing Customer Service Video technology enables credit unions to provide members with access to knowledgeable staff and specialized services regardless of branch size or location. Through video conferencing capabilities, members can connect with remote experts and advisors, receiving real-time assistance and guidance on various financial matters. This personalized support contributes to enhanced customer satisfaction and loyalty. Improving Operational Efficiency By integrating video technology into branch operations, credit unions can optimize resource allocation and improve efficiency. Video tellers allow for centralized transaction processing, reducing the need for multiple staff members at individual branches. Additionally, video platforms enable seamless collaboration between branch personnel and remote teams, facilitating smoother workflows and faster decision-making processes. Expanding Accessibility One of the key benefits of video technology is its ability to extend the reach of credit union services to underserved or remote communities. Through video-enabled branches or shared branch networks, members can access a wide range of financial services without the need to travel long distances. This expanded accessibility promotes financial inclusion and strengthens the credit union’s presence within its community. Creating Personalized Experiences Video technology empowers credit unions to deliver personalized experiences tailored to the unique needs and preferences of each member. Whether it’s connecting with a familiar face through video teller services or receiving customized financial advice from remote experts, members feel valued and supported throughout their interactions. This human touch fosters stronger relationships and builds trust between the credit union and its members. Embracing Innovation for Future Growth As credit unions embrace digital transformation, the strategic use of video technology emerges as a key differentiator in the competitive landscape. By leveraging video for customer service, operational efficiency, and member engagement, credit unions can position themselves for future growth and success. Through continuous innovation and investment in technology, credit unions can meet the evolving needs of their members while staying true to their mission of serving the community. Key Takeaways The integration of video technology represents a significant milestone in the evolution of credit union branches. By harnessing the power of video for customer service, efficiency, and accessibility, credit unions can create meaningful experiences that resonate with members. As technology continues to evolve, credit unions must remain agile and proactive in adopting innovative solutions that enhance the overall branch experience and drive long-term success.

Branch of the Future – Part 2 – the Evolving Branch

[Updated April 2025] Smarter Appointments: Why Branch Scheduling Matters More Than Ever As credit union branches evolve to meet changing member expectations, the way appointments are handled is becoming more important than ever. While walk-ins will always have a place in branch service, the shift toward appointment-based visits is helping credit unions improve service, reduce stress on staff, and control labor costs. Why More Credit Unions Are Turning to Branch Scheduling Members today want more control over their time. Whether they’re applying for a loan, opening an account, or seeking financial advice, many prefer to schedule a time to meet with the right person instead of waiting in line. Branch Scheduling can help improve member satisfaction. At the same time, credit unions benefit too: ✅ Appointments reduce lobby traffic during peak hours ✅ Staff can prepare ahead of time for each member’s needs ✅ Expert staff can be used more efficiently, maximizing their value ✅ Branch managers can better forecast staffing needs The Problem with Traditional Scheduling Tools In the past, some branches used spreadsheets or basic Outlook calendars to manage appointments. But these tools weren’t designed for branch operations—they lack visibility, create confusion, and make it difficult to coordinate staff across locations. That’s where Better Lobby comes in. A Smarter Way to Schedule Better Lobby’s Appointment Module is built specifically for credit unions. It offers: 🗓️ A shared, branch-wide calendar for full staff visibility 📲 Member-facing booking tools that are mobile-friendly and easy to use 🔔 Real-time confirmations and reminders to reduce no-shows 🔁 Support for in-person, video, or phone appointments 🔍 Reporting tools that track appointment types, outcomes, and staff performance Credit unions that implement Better Lobby’s appointment tools say it transforms the way their teams work—making the branch more efficient while keeping the member experience personal and stress-free. Key Takeaway Appointments are no longer a luxury—they’re a necessity. A modern, easy-to-use appointment system helps credit unions deliver expert service when it matters most, while keeping labor costs under control. Better Lobby makes it simple to shift from outdated systems to a smarter, streamlined approach. How Online Queuing and Appointments Work Together in Branch Management When members walk into a branch, they want fast, personalized service. But how they get that service—whether by appointment or walk-in—can make all the difference in how smoothly a branch operates. With Better Lobby, credit unions don’t have to choose one or the other. Our platform supports both appointments and online queuing, helping credit unions meet a wide range of member needs—all while keeping operations running efficiently. What’s the Difference? Appointments are scheduled in advance. Members choose a time that works for them, and credit unions can assign the right staff member to prepare ahead of time. It’s ideal for: Applying for a loan Opening a new account In-depth financial discussions Online Queuing, on the other hand, is perfect for same-day service. Members can check in online—before they arrive at the branch—and hold their place in line. It’s often used for: Quick account help Card replacements Other short visits Why Credit Unions Love Online Queuing Many credit unions use Better Lobby’s Online Queuing Module as a flexible, lower-commitment alternative to appointments. It offers: ✅ Same-day service without promising a specific time ✅ Better control of foot traffic and lobby crowding ✅ Member check-in from their phone or device ✅ The option to brand it as “Same-Day Appointments” for marketing purposes And just like Branch Scheduling, members can check in at a Better Lobby kiosk when they arrive, ensuring a seamless experience for both walk-ins and online queue users. How They Work Together Here’s how appointments and online queuing complement each other: Situation Use Case Better Lobby Feature A member needs help now They join the online queue from their phone Online Queuing Module A member wants to plan ahead They book an appointment online or by phone Appointment Booking Tool A member walks in without checking in They use the in-branch kiosk Kiosk Module The branch wants to reduce crowds Staff monitor queue and appointment flow Real-time dashboard & reports By offering both options, credit unions give members more control—and give staff the tools they need to deliver great service, even on busy days. Custom Branding Built In Better Lobby makes it easy to customize both appointments and online queuing to fit your credit union’s identity. You can update: 🎨 Colors and logos 📝 Language and terminology (e.g., “Same-Day Appointment” instead of “Online Queue”) 💬 Messaging and instructions shown to members It’s all built to work across devices—on mobile, desktop, or kiosk—so your members always feel like they’re working directly with your credit union. Request a Demo The following section is the original post from July 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. As Branches evolve to meet changing consumer needs in a multi-channel marketplace, branch appointment handling is one of the areas likely to change. We all know that branch visits take two forms: “walk-ins” and appointments. While individual credit unions may place a different emphasis on either, as an industry we expect to continue to use both to service members for the near term. What IS changing is the proportion of each that is used to deliver platform service. Some CUs are encouraging appointments as a means of controlling headcount and reducing labor cost while improving service to members – especially when delivering “expert” service. These CUs see branch appointment handling improvements as a critical component of their overall branch evolution. They describe a need for an affordable, intuitive branch calendar that can replace spreadsheets, Outlook Calendars or other technical approaches that have proved to be cumbersome and simply not effective in helping branch practices evolve. For members, joining a credit union might be the best financial decision they make. Key Take Away – implementing a sound appointment-handling strategy can increase the leverage of expert platform staff, while helping to control branch labor costs.  

Workforce Management – Part 2

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

New Accounts Lobby Management – Visits & Services

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

Thoughts about Referrals and Cross-selling

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

Lobby Queues can improve Staff Performance

[Updated April 2025] Why Time Matters: How Better Lobby Helps Credit Unions Serve Busy Members According to Gallup, half of Americans feel they don’t have enough time in the day. That’s especially true when it comes to running errands like visiting the credit union. Members want fast, friendly service—but they also want to feel like their time is respected. Staff Performance is critical for better member experience. This reality brings up four important questions for credit union leaders: How long will members wait before they become frustrated? Does waiting make members less open to longer conversations or sales? Are you staffed properly when foot traffic spikes? How can you make the most of the short time you have with each member? Better Lobby helps credit unions answer all of these questions with smart lobby management tools—starting with self check-in kiosks and member data collection. Prepare Before the Conversation Starts Helping Staff Performance When members check in using a Better Lobby kiosk (or a mobile link), they’re asked to provide: Their name or member ID The reason for their visit (e.g., open an account, apply for a loan, update contact info) This simple step gives your member service reps (MSRs) a huge advantage: they can review the member’s info, prepare materials, and focus their time before the meeting even starts. That leads to: ✅ Shorter wait times ✅ More productive conversations ✅ Higher member satisfaction ✅ Stronger opportunities for cross-selling Make the Most of Every Minute Better Lobby isn’t just about keeping the line moving—it’s about maximizing the quality of each interaction. When your team is informed and prepared, they can get straight to helping members—without rushing or scrambling. Helping credit unions succeed. Even better, the system provides real-time data and reports to help managers: Staff up during peak hours Reduce bottlenecks Spot trends in service demand This leads to fewer delays, smoother visits, and better use of everyone’s time. Using Wait Time Data to Improve Member Satisfaction No one likes waiting—especially when it comes to handling their money. For credit unions, managing wait times is a key part of delivering a great member experience. That’s why Better Lobby makes it easy to track, understand, and improve wait time performance across all branches. See the Full Picture of Wait Times Better Lobby tracks wait time data in real time and stores it in over 50 easy-to-use reports. You can view: ⏰ Average wait time by hour 🗓️ Trends by day of the week 📍 Wait times across different branch locations This helps branch managers answer important questions like: When are we the busiest? Which branch has the longest waits? Do we need more staff at certain times? Going Deeper with Business Intelligence Tools Some credit unions want to go even further. That’s why Better Lobby allows access to wait time data directly from its SQL database. This means your team can: Pull Better Lobby data into business intelligence (BI) tools like Power BI or Tableau Combine it with other data (like core system info, staffing schedules, or survey results) Create custom dashboards to spot trends, identify issues, and improve planning This level of insight helps credit unions make smarter staffing decisions, improve scheduling, and most importantly—reduce wait times for members. Why Wait Time Data Matters for Members When members experience long waits, even great service can feel frustrating. But when branches are staffed appropriately and running smoothly, members feel: ✅ Valued and respected ✅ Less rushed or anxious ✅ More open to asking questions or learning about other services In short, shorter waits = happier members. Final Thoughts Better Lobby doesn’t just help you manage member traffic—it helps you improve the quality of every visit. By using wait time data effectively, your credit union can plan better, respond faster, and create a smoother experience for every member who walks through the door. Whether you’re using built-in reports or connecting to a BI platform, Better Lobby gives you the tools to turn wait time data into real-world service improvements. Request a demo The following section is the original post from January 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Gallup polls show that half of Americans feel that they are pressed for time in their daily lives. For credit unions looking to deliver stellar service, this fact of life brings up four big questions: How long will members wait for service and remain “happy”? Does waiting time erode “consulting” time, because the member becomes anxious to leave? Are you adequately staffed for traffic surges? How to do you make the most of the limited time spent with a member? At Better Branches Technology, we know from experience that platform staff performance improves if Platform Staff know the member’s identity and the purpose of their visit prior to starting their interaction with the member.  Knowing this, the MSR can prepare for the meeting – review the account, assemble product collateral and generally “get focused”. Key Takeaway: Lobby Management applications with member check-in kiosks can improve platform performance by immediately capturing visitor identity and visit purpose. The additional information will pay big dividends in new sales and member satisfaction.

Branch Offers Made Easy

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

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.

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.

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.

Growth of Universal MSRs

A 2019 Kiran Analytics survey showed that implementation of the “universal bankers” role continued its rise and that 55{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of FIs have deployed this type of employee. This growth reflects an ongoing shift in focus from transactions to advice, and many observers see this trend as accelerating post-pandemic as many people become more comfortable using digital channels for routine transactions. Additionally, demand for sound financial advice is set to grow as people come back from hardships of being laid off. Key Takeaway: many CUs have been turning to universal MSRs over the past few years and this trend will only continue to ramp up. Besides investments in staff training, CUs should strongly consider investing in an appointment scheduling solution so that these newly skilled employees will be prepared – both time-wise and paperwork-wise – for member meetings.

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.

Valuing Your Members Time

Everyone agrees that the branch is shifting from a transactional place to an advisory place. The move away from transactions has led to branch staff to spend more time on account servicing transactions and sales/new account opening. This means that credit unions must focus on how they interact with members and prospects in these two specific areas. We would argue that branch visitors want an efficient and speedy interaction whether they have account servicing issues or want to open a new account. Key Takeaway: Members expect their credit union to value their time – Better Lobby Online Queuing Module helps meet that expectation by helping to ensure that that they spend less time waiting in your lobby for service.

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.

Why tech-savvy members still visit branches

About three-quarters of Gen Y (73.4 percent) have visited a branch to open an account, according to a J.D. Power retail banking study. Moreover, about 60 percent of younger adults told the research firm that they have visited the branch within the last three months. And according to a 2018 Gallup survey, 66 percent of millennials had visited a brick-and-mortar branch in the previous six months. These facts come from a Bankrate article that also uses an interesting term: IRL (in real life) banking. When it comes serious financial interactions such as mortgages, financial consultations, business startup advice, etc., it turns out that even the most tech savvy people prefer a branch visit. Key Takeaway: When your members seek monetary advice or need to discuss complex financial needs, one of the best ways to satisfy this need is to offer them a convenient digital appointment booking option. CUs that offer appointments to help satisfy IRL banking needs can also make better use of specialized employees that float between branches, who can now potentially see more members within a day.

Tracking Branch Activities

Bob Meara, Senior Analyst at research firm Celent, says “if you ask branch bankers about the details of their teller transactions, they can wax eloquent about those metrics.” What is less-often tracked and measured, Meara finds, are factors of current branch activity that relate to what many regard as the increasingly dominant role of branches, as sales and service locations, and regarding the quality of the visitor experience. Better Lobby can help in this regard because it captures a wide variety of critical branch metrics that are important to management – metrics that are completely invisible to CUs that do not have a visitor management platform in place. Key Takeaway: Our Main Service Queue can fill in the gaps when it comes to knowing what’s going on in your branches, while our Survey Trigger module can help you obtain accurate and timely responses from your members about the quality of their visit when their branch visit is still fresh in their minds.

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.

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.

Branches aren’t going away

In the U.S. today, there are about 86,000 retail bank branches and another 21,000 credit union branches. In the first half of 2017, according to the FDIC, about 200 branches closed and another 100 new branches opened every month. So the expected decline this year will be a little more than 1000, a slower rate than in recent years. Survey after survey has shown that members from every demographic still want to visit the branch even as they use mobile and online banking, ATMs and other channels. Every credit union must acknowledge this fact and work hard to make the branch visitor experience the best it can be. Key Takeaway:  Our Better Lobby platform makes visitor check-in and service tracking fast and easy, while providing visitors with their position “in line” and management with important information on visits, wait times, services and staff utilization.

Legacy channels probably can’t beat mobile — so they should join it

In a recent article in Business Insider, Senior Research Analyst Dan Van Dyke stated that credit unions “should prioritize adding features such as the ability to view wait times in mobile banking before calling support, the ability to use a mobile phone to gain access to ATMs, or mobile scheduling tools to set appointments with branch employees.” He concludes that “by bridging mobile banking with other channel interactions, banks may be able to raise convenience and user satisfaction in the branch, at ATMs, and in phone banks.” Key Takeaway: Bridging mobile banking with other channel interactions is the wave of the future. When it comes to bridging the branch to the mobile and online channels, our Mobile Appointment Booking Tool is the ideal solution.

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.